Jira Service Management Reviews & Product Details

Jira Service Management brings a lot of structure to our IT operations. The ticketing system is reliable, and the automation features really save time. I especially like how well it integrates with other Atlassian tools—linking tickets to Confluence articles or development issues in Jira Software is seamless. It helps our team stay aligned and provides clear visibility into ongoing issues and resolutions. Review collected by and hosted on G2.com.

It can be overwhelming at first. The setup and configuration options are powerful, but not always intuitive. If you’re not already familiar with Atlassian’s ecosystem, expect a bit of a learning curve. Also, some advanced features require higher-tier pricing, which may not be ideal for smaller teams. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses. Review collected by and hosted on G2.com.

While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams. Review collected by and hosted on G2.com.

One of the top advantages is how tightly JSM integrates with Jira Software. It enables DevOps, IT and support teams to work in a shared environment, enhancing visibility and collaboration between development and operations.

Developers can easily view, prioritize, and act on incidents raised by support or ops.

Change requests link directly to code repositories, CI/CD pipelines and deployment tracking. Review collected by and hosted on G2.com.

Complex Configuration and Learning Curve

JSM’s flexibility often comes at the cost of complexity.

Initial setup (especially for SLAs, workflows, approvals, automation, and request types) can be overwhelming for new admins.

It requires understanding Jira’s core architecture—issues, schemes, custom fields, permissions, etc.—which isn't intuitive for non-technical users.

Users without prior Jira experience may find the UI and terminology (like “issues,” “projects,” and “queues”) confusing. Review collected by and hosted on G2.com.

1. Easy for Teams, Not Just Techies

JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control.

⸻

2. Keeps Everyone on the Same Page

With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration.

⸻

3. Adapts to You, Not the Other Way Around

Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems.

⸻

4. Brings Dev and IT Together

What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm. Review collected by and hosted on G2.com.

JIRA is packed with features, and while that’s a strength, it can be intimidating for new users. Without proper onboarding, it’s easy to feel lost in a sea of settings, projects, and permissions. Review collected by and hosted on G2.com.

Customizable Workflows and Automation

Seamless Integration with Jira and Development Tools

User-Friendly Self-Service Portal

User-Friendly Self-Service Portal

Advanced Incident and Problem Management

Asset and Configuration Management Review collected by and hosted on G2.com.

Dislikes about Jira Service Management commonly include its steep learning curve and complex interface, which can overwhelm new or non-technical users. Users also report dependence on plugins for advanced features, limited customization options in some areas, and occasional poor customer support experiences. Additionally, some find reporting capabilities basic and the pricing potentially expensive as the team grows. These factors can make onboarding and full utilization challenging in certain environments. Review collected by and hosted on G2.com.

We are utilizing Jira Service Management as our centralized solution, offering a user-friendly and efficient interface for both end-users and support teams. As the Jira Administrator, I have customized templates and dashboards to align with specific client requirements, ensuring a streamlined and professional workflow. The platform enables real-time tracking of ticket statuses and SLA compliance, enhhancing visibility and accountability. Its structured approach has signification improved our service delivery. Review collected by and hosted on G2.com.

Honestly, I haven’t encountered any major drawbacks with Jira Service Management so far. It meets all our current requirements and has been functioning smoothly Review collected by and hosted on G2.com.

clear and easy to use, and I can quickly determine whether a work is finished or still in progress. Additionally, it integrates effectively with Jira Software and Confluence, which improve teamwork. Time is saved and less manual labour is required thanks to the automation features. All things considered, it helps us stay organised and reply to enquiries more quickly. Review collected by and hosted on G2.com.

Sometimes Jira takes time to open, and it can be a bit hard to understand for new users. Setting up workflows is not easy without help. Also, the mobile app is not as good as the desktop version. Review collected by and hosted on G2.com.

Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The modern UI and rich permission controls make it easy for both agents and stakeholders to collaborate efficiently. Review collected by and hosted on G2.com.

The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas. Also, reporting capabilities could be more intuitive, and it would help to have more out-of-the-box dashboard widgets for quick insights. Review collected by and hosted on G2.com.

Jeera service management is excellent at workflow customization.

With built-in automation, Jira Service Management reduces manual work, like auto-assigning tickets or sending notifications.

Easy to use as it has a very friendly user interface.

Jira Service Management daily to track IT support tickets, manage change requests, and automate workflows. It's reliable for managing a high volume of incoming requests and keeps our operations organized.

Setting up Jira Service Management can be complex initially, especially if you're not familiar with Atlassian products or ITIL concepts.

One of JSM’s biggest strengths is its seamless integration with other Atlassian tools like Jira Software, Confluence, and Bitbucket. It also integrates well with third-party apps via Atlassian Marketplace or APIs.

Their customer support is generally responsive, especially on paid tiers. For urgent enterprise-level issues, support is faster and more hands-on.

Note: Some users on standard plans may find support less personalized compared to premium competitors. Review collected by and hosted on G2.com.

Jira Service Management is built for teams of all sizes, but it may be overkill for small businesses or teams that only need a simple service desk.

While Jira Service Management offers a free plan, the paid tiers can get expensive as you scale. 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.