Jira Service Management Reviews & Product Details

I use Jira Service Management to centralize requests and secure exchanges with teams. It has structured our financial processes and provides complete traceability of our daily flows, instead of scattered requests via messaging. I love that the tool is smooth, simple, and efficient, allowing the creation of tickets with the help of Rovo, its integrated AI agent, and providing an overview of the company's request types. I can also process and track payment requests, manage authorizations and governance of our TMS, as well as requests for Spendesk company cards, passenger billing, and CRT. The installation was simple, quick, and efficient, and the teams were able to quickly familiarize themselves with the tool. Review collected by and hosted on G2.com.

I find it takes a few clicks to find the tickets I just created and their history. It's not always intuitive or simple. A global dashboard upon entering Jira Service Management could improve this. Review collected by and hosted on G2.com.

I like how well Jira Service Management fits with the rest of the Atlassian stack. Tickets link straight to Jira issues and Confluence knowledge base articles, so escalating a request to engineering and tracking it to resolution happens in one place. Its SLA tracking, queues and automation rules are easy to set up, and they cut down a lot of manual triage. Review collected by and hosted on G2.com.

It can feel heavy and complex to configure. Setting up workflows, permissions and custom fields takes admin effort, and the interface gets cluttered when a project has many fields. Reporting is also limited unless you add marketplace apps, and licensing costs climb quickly as the team grows. Review collected by and hosted on G2.com.

The UI is amazing when compared to its competitors like ServiceNow. Ease of tracking and reporting and integrations with Slack is top notch. Rovo AI is also very helpful. Overall the performance is great and highly recommend it for project tracking. Review collected by and hosted on G2.com.

Linking of different project boards could be improved Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility.

I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues. Review collected by and hosted on G2.com.

One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.

I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process. Review collected by and hosted on G2.com.

It helps us keep track of our service tickets and maintain a clear history of updates. We can also use scripts to retrieve the data and create reports from it. Review collected by and hosted on G2.com.

The search functionality isn’t the best. When I run a broad keyword search, it doesn’t always return what I’m looking for. Review collected by and hosted on G2.com.

Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved. Review collected by and hosted on G2.com.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Review collected by and hosted on G2.com.

JIRA Service Management is really valuable for tracking issues, sharing updates, collaborating with theinternal support team responsible for resolving problems, and we can document the incidents for knowledge management. By using JIRA JSM as the Blue Yonder Product teams internal Ticketing system, we saw a noticeable improvements in our Mean Time to Resolution (MTTR) and Service Level Agreements (SLAs), which resulted in increased operational efficiency when addressing issues. Review collected by and hosted on G2.com.

Renewal costs, and customers sometimes face obstacles when it comes to tools integration. Furthermore, the Atlassian JIRA support team could improve their assistance to users by undergoing more formal training. Review collected by and hosted on G2.com.

Easy integration with a large number of Alerting tools to easily handle alerts and incidents.

Easier integration with Jira Software projects. Review collected by and hosted on G2.com.

Onboarding can be little exhausting of new users.

The UI and layout keeps changing too often causing confusions to end users Review collected by and hosted on G2.com.

I really like the data-driven approach and the ticket alerts. As a developer, it’s one of the most convenient features, and it saves me a lot of time. Another feature I use consistently is epics and webhooks, which I find to be much better than what I’ve seen in other tools. Review collected by and hosted on G2.com.

Adjusting backend settings—like ticket workflows, backup administration, user management, and fields—doesn’t feel very well defined and often seems fragmented. Because of that, it can sometimes take extra time to get everything set up the way I want.

Also I can’t combine tickets and have to mark as a duplicate for more. Review collected by and hosted on G2.com.

The ticketing system works well and makes it easy to follow up on requests. Review collected by and hosted on G2.com.

The usability of Jira boards is really poor. Cloning tasks and then renaming them is difficult, and the whole process feels unnecessarily hard. Review collected by and hosted on G2.com.