Jira Service Management Reviews & Product Details

It is very user friendly and easy to implement, easy to track all of the requests, all the features available are useful, especially the ones to assign cases to make them visible to everyone, their customer support is really good, integration is easy with other softwares. Review collected by and hosted on G2.com.

One major area of opportunity is its lack of customization, also for new users it can be confusing, but with the proper guidance this becomes a minor grip. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it bridges the gap between IT operations and business teams. It enables better visibility, accountability, and collaboration—making service requests and incident responses more structured without slowing down the pace of work. Review collected by and hosted on G2.com.

One thing I dislike about Jira Service Management is that its interface can feel overwhelming for new users. With so many configurations and options, it sometimes adds complexity to simple tasks, requiring extra time to set up workflows or permissions properly. Review collected by and hosted on G2.com.

I like Jira for integration and automation in the SOC incident ticketing process. We use Jira Service Management in the SOC incident ticket creating process, where we use automation for creating the tickets. The integration works in such a way that when the suspicious SOC alerts are escalated to the customer through email, the Jira request would be created automatically, which is notified and accessible to the customer and SOC team members. Review collected by and hosted on G2.com.

Jira is not specific for security platforms, so we have to build from scratch and there is no built-in support for CVE Correlation, TI feeds, etc. Review collected by and hosted on G2.com.

The tool makes it easy to raise and track tickets with proper categorization. The interface is user-friendly, and the SLA tracking with alerts ensures we don’t miss high-priority issues. Also, its automation and workflow flexibility help reduce manual tasks. Review collected by and hosted on G2.com.

Setting up custom workflows or automation rules can be confusing at first. Also, for large teams or multiple projects, it can sometimes feel a bit slow and needs proper configuration for optimal use. Review collected by and hosted on G2.com.

I find Jira Service Management to be very helpful, especially over the last two years for my work, projects, and internship tasks. It stands out as the most valuable service management tool compared to others. I appreciate its ease of use, particularly the API creation platform, which is quite useful for me. I also believe it will be beneficial in the future, which is why I would consider purchasing it again. Review collected by and hosted on G2.com.

I find that Jira Service Management has some limitations in terms of its features, especially in comparison to other service management platforms. There are limited features and plugins available, which restricts my ability to customize and improve my workflow. Additionally, while some professionals can navigate the platform comfortably, non-technical users might find it challenging due to its technical complexity. The platform could be improved to cater more to non-technical users. Also, enhancing customer and employee interaction features would significantly improve the platform. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is its ability to streamline service requests, incidents, and changes through a centralized, customizable platform with powerful automation and integration features, making it easy for teams to collaborate, respond quickly, and maintain high service standards

Overall, the platform is highly configurable. Review collected by and hosted on G2.com.

Configuring workflows, request types, and permissions can feel overwhelming, especially for those new to Atlassian products or ITSM platforms.

Product enhancement requests are very slow to implement.

Any suggestions need to be voted on their page, and the response is extremely slow Review collected by and hosted on G2.com.

Jira Service Management has streamlined our IT support, making request tracking and resolution effortless for both agents and end users. Seamless integrations, smart automation, and customizable workflows keep processes efficient and adaptable. Insightful reporting ensures SLA compliance and tracks team performance with ease. While setup can be a bit complex and performance may dip with very large datasets, the platform remains reliable, powerful, and well-suited for modern service management needs. Review collected by and hosted on G2.com.

Initial setup can be time-consuming and complex, especially for new administrators. Performance sometimes slows when handling very large datasets. Certain advanced configurations require a learning curve, and the interface, while intuitive overall, can feel cluttered when many plugins or custom fields are in use. Review collected by and hosted on G2.com.

Great for all business needs, including managing internal or external ticket. Easy to create reports and dashboards. There are many scope on dashboard feature but those can be currently handled via third party too. So over all easy to use and lot of triggers and workflow to make your life easy.

It just takes 1-2hr to setup any new service/project so preety easy to onboard.

Lot of external integration and out of the shelf plugins are available to make your life easy Review collected by and hosted on G2.com.

Dashboard creation in JIRA is still a pain. Lot of feature can be added to make a dashboard really customizable and easy to create Review collected by and hosted on G2.com.

The portal makes it simple for staff members to submit requests, and the appropriate team is notified promptly. Setting priorities, monitoring real-time updates, and collaborating with other departments on the same ticket are all possible. By automatically allocating tickets and delivering updates, automation saves time, and the complete request history aids in reporting. Review collected by and hosted on G2.com.

Some training is required because the UI may initially seem a little daunting to new users. Additionally, it might be slow because minor modifications to forms or workflows frequently call for administrator access. Review collected by and hosted on G2.com.

Jira service management is a tool that helps team manage for customer service and it services. it gives issues, assistance and track the status of any issues. i like the features of service desk, automation and problem management Review collected by and hosted on G2.com.

i dislike due to cost, complexity and customization challenge Review collected by and hosted on G2.com.