--- title: Jira Service Management Reviews meta\_title: 'Jira Service Management Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 991 reviews by the users' company size, role or industry to find out how Jira Service Management works for a business like yours. aggregate\_rating: rating\_value: 4.3 review\_count: 991 scale: '5' date\_modified: '2026-08-07' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Jira Service Management Reviews & Product Details Visit Website Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. * * * Product Website Jira Service Management Seller [Atlassian](https://www.g2.com/sellers/atlassian) Discussions [Jira Service Management Community](https://www.g2.com/products/jira-service-management/discuss) Languages Supported Czech, Danish, German, English, Finnish, French, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Molly Bronstein Show More ## Pricing Pricing provided by Jira Service Management. ### Free 0 /agent/month [ View More Pricing Information ](https://www.g2.com/products/jira-service-management/pricing) ## Jira Service Management Integrations (23) What do users say about integrations? Verified by Jira Service Management [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure Active Directory Domain Services ](https://www.g2.com/products/azure-active-directory-domain-services/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure Portal ](https://www.g2.com/products/azure-portal/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Bitbucket ](https://www.g2.com/products/bitbucket/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Confluence ](https://www.g2.com/products/confluence/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") GitLab ](https://www.g2.com/products/gitlab/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jenkins ](https://www.g2.com/products/jenkins/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 ](https://www.g2.com/products/microsoft365/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 for Jira - 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YR Yulian R. SysAdmin - Compliance Small-Business (50 or fewer emp.) 2/17/2026 "Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts" 4/5 What do you like best about Jira Service Management? The customizable queues and automation rules really stand out. I use the SLA tracking and asset management every day for our SOC tickets and compliance audits. The drag-and-drop reassignments are quick and save me a couple of hours each week during incident response. An unexpected win is how seamlessly it links with Slack for real-time alerts, so I can stay on top of updates without leaving my dashboard. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Margarita Rosa C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Margarita Rosa C.") MC Margarita Rosa C. Auxiliar administrativo Small-Business (50 or fewer emp.) 5/1/2026 "Great tool for automating requests." 4/5 What do you like best about Jira Service Management? One of my clients introduced me to Jira as a way to automate a process for the maintenance department. Since then, I’ve been able to get all the traceability I need whenever I request an equipment repair. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? I don’t use it very often, but one issue I’ve noticed is that sometimes the notification doesn’t come through to my email when there’s an update to the request. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? That equipment repair process is much quicker. It takes me fewer steps to place an order request. Before Jira, I needed to send an email to the client and then wait for him to continue the process. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Shashank G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shashank G.") SG Shashank G. Platform Engineer Enterprise (\> 1000 emp.) 6/3/2026 "Task Management Made Easy, Great Monitoring" 4.5/5 What do you like best about Jira Service Management? I appreciate using Jira Service Management for task management and its ability to view progress in real time. The Kanban view, which allows me to see task status for the whole team, is really helpful. My daily work focuses a lot on delegating tasks to my team, so watching them close the tasks out with criteria is really beneficial. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Overall ease of use for new users, especially the need for better training on basics and quick tour guides. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I use Jira Service Management for managing tasks and projects, including sprint planning. The Kanban boards help me see the status of tasks across the whole team. It aids in task delegation, allowing me to track closures based on criteria. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite MJ Mani J. IT Support and Operations Support Mid-Market (51-1000 emp.) 4/7/2026 "Structured Ticketing and Automation That Streamline Issue Resolution" 4.5/5 What do you like best about Jira Service Management? It has a structured ticketing system that keeps requests organized and easy to track. The built-in automation helps cut down on manual work and speeds up issue resolution. It also integrates well with other tools, which makes incident and service management more efficient overall. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The interface and workflows can start to feel confusing once they’ve been heavily customized, making it harder to navigate and follow processes. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It centralizes incidents, service requests, and changes into a structured workflow with clear ownership and responsibility. For me, this translates into faster response times, stronger accountability, and a more efficient, better-organized support operation overall. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite DV Daniel V. IT Manager Mid-Market (51-1000 emp.) 12/18/2025 "Effortless Support and Seamless Integration for All Teams" 5/5 What do you like best about Jira Service Management? What I like best about Jira Service Management is the ease of use for both IT (and even non-IT teams) to provide great customer support, easily integrating all the number of features Atlassian has to offer, into our environment. Our teams are able to use it every day and and not be annoyed with it, compared to other ITSM solutions. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Shah Nawaz K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shah Nawaz K.") SK Shah Nawaz K. Product Support Analyst Enterprise (\> 1000 emp.) 5/6/2026 "Easy-to-Use, High-Performance JIRA with Strong Integrations" 4.5/5 What do you like best about Jira Service Management? JIRA has an easy-to-use interface and delivers high performance, and I haven’t run into negative issues like unresponsiveness. Its strong ability to integrate with other tools is another big plus. Pricing and support are also major reasons I choose to use JIRA. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Sometimes it lags and when it becomes heavy, it uses higher bandwidth Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I work in managed services and project management, focusing on client integrations with monitoring tools. This plays a vital role in supporting ITSM and ITIL processes. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Yash R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yash R.") YR Yash R. Packaged App Development Analyst Mid-Market (51-1000 emp.) 6/5/2026 "User-Friendly JIRA with a Great Kanban Board for Incident Tracking" 4/5 What do you like best about Jira Service Management? I have used JIRA for incident management and it's UI was great and user friendly, it is easy to adept and it's kanban board is very useful for maintaining incidents, tracking is very cool. we can easily track tickets and also can automate the process Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Integration with other app is very difficult and and as a new person there are some problem to go through dashboard at kanban board, jira seems complex for setup and costly as well Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Tracking tickets via maintaining dashboards and also maintain day by day progress over those service management tickets Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Rosario T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rosario T.") RT Rosario T. People Team Lead Investment Banking Mid-Market (51-1000 emp.) 5/8/2026 "Centralizes Ticket Management with Customization Challenges" 3.5/5 What do you like best about Jira Service Management? I like Jira Service Management because it has a nice way to visualize all the tickets in one place. It's helpful for tracking tickets and assigning workload to people. I also value being able to get reports on how many tickets we are getting and the complete time rate. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? It's really hard to make Jira Service Management tailored to our company because it requires a lot of research and education. It's not so intuitive when trying to create something customized for the company. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I use Jira Service Management to centralize tickets from employees for support, distribute workload efficiently, and track issues to ensure none are left unresolved. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Tom S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tom S.") TS Tom S. Sales Enablement Mid-Market (51-1000 emp.) 4/21/2026 "Powerful and Customisable, but a Steep Learning Curve and Hard-to-Navigate UI" 2/5 What do you like best about Jira Service Management? This is a really powerful tool with great features. It offers plenty of customisation options and is quick to use, with updates that take effect immediately. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The enormous learning curve, it's really hard to find what you're looking for at first, it often takes clicking through 20+ tabs to find one small hidden section, the UI is difficult. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Great way to manage huge ticketing system services by bringing in admins, customers, users etc. all working together. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![sachin s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "sachin s.") SS sachin s. Consultant Mid-Market (51-1000 emp.) 6/3/2026 "Real-Time Visibility but Needs Automation" 4.5/5 What do you like best about Jira Service Management? I use Jira Service Management as a project tracking tool. I really like the dashboards because they provide real-time project visibility, so team members and managers know who is working on what or the current status of the tasks. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? I find it time-consuming due to excessive documentation requirements. Ticket creation should be automated. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management provides real-time project visibility, ensuring team members and managers know current task statuses. However, ticket creation is time-consuming and should be automated, possibly using AI to generate summaries from user input. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ## Questions about Jira Service Management? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Jira Service Management ](https://www.g2.com/products/jira-service-management/discussions/new) GU Guest User • Last activity 7 months ago What is Jira Service Management used for? 1 Upvote 2 [ Join the conversation ](https://www.g2.com/discussions/what-is-jira-service-management-used-for) HS Hyperlight Systems • Last activity over 6 years ago Timer? 2 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/timer) [ View all Discussions ](https://www.g2.com/products/jira-service-management/discuss) ## Pricing Options Pricing provided by Jira Service Management. ### Free 0 /agent/month ### Standard 20 /agent/month ### Premium 40 /agent/month [ View More Pricing Information ](https://www.g2.com/products/jira-service-management/pricing) Jira Service Management Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,349) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-jira-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "Product Avatar Image") ManageEngine 4.2/5(250) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-manageengine-servicedesk-plus) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5cdc7578c5863d7282f633ee8d335149/bmc-software-bmc-helix-itsm.png "Product Avatar Image") BMC Helix ITSM 3.7/5(297) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-jira-service-management) ##### ##### Jira Service Management Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Mobile Self Service Active Directory Service Desk Help Desk Incident Reports Process Workflow [ View More Features ](https://www.g2.com/products/jira-service-management/features) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,349) ](https://www.g2.com/products/freshservice/reviews) [ ![ManageEngine ServiceDesk Plus](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ManageEngine ServiceDesk Plus") ManageEngine ServiceDesk Plus 4.2/5(250) ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,948) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ View All Alternatives ](https://www.g2.com/products/jira-service-management/competitors/alternatives) ##### Categories on G2 [Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management) [Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Incident Management](https://www.g2.com/categories/incident-management)[IT Alerting](https://www.g2.com/categories/it-alerting)[Service Desk](https://www.g2.com/categories/service-desk) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What is the top-rated video advertising platform for large brands?](https://www.g2.com/discussions/what-is-the-top-rated-video-advertising-platform-for-large-brands)[Is a dedicated yard management system worth the investment for a mid-size warehouse?](https://www.g2.com/discussions/is-a-dedicated-yard-management-system-worth-the-investment-for-a-mid-size-warehouse)[What platform provides the best analytics for billing performance?](https://www.g2.com/discussions/what-platform-provides-the-best-analytics-for-billing-performance) [Best software for revenue management in software companies](https://www.g2.com/discussions/best-software-for-revenue-management-in-software-companies)[What platform integrates PDF editing with cloud storage systems?](https://www.g2.com/discussions/what-platform-integrates-pdf-editing-with-cloud-storage-systems)[Pros and Cons Details](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)