--- 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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RN Robert N. Atlassian Solutions Architect Enterprise (\> 1000 emp.) 5/7/2026 "Dynamic Forms and a Customer Portal That Scale Effortlessly" 5/5 What do you like best about Jira Service Management? The forms that allow dynamic fields to capture the correct information, along with the portal and the ability to have unlimited number of customers along with the costs Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Though it does work with erxternal customer support it could use improvements in that arena Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I use for intake requests from the company for needing my services for anything. Also for ITSM based support. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Louise Nikki A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Louise Nikki A.") LA Louise Nikki A. Executive Assistant Consulting Small-Business (50 or fewer emp.) 1/20/2026 "Excellent Centralized Ticketing with Automation, SLA Tracking, and Seamless Integration" 5/5 What do you like best about Jira Service Management? It does an excellent job of centralizing requests, incidents, and internal tasks in one structured system. I especially like the automation rules, SLA tracking, and seamless integration. It makes collaboration between support, technical teams, and stakeholders very efficient while maintaining clear visibility into ticket status and ownership. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The initial setup and configuration can feel overwhelming, especially for new users or smaller teams without a dedicated admin. Some advanced workflows and automation rules also require trial and error to get right, and reporting can feel limited unless you customize dashboards extensively or use add-ons. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It solves the problem of scattered communication and untracked support requests. By providing a single source of truth for tickets, SLAs, and escalations, it improves response times, accountability, and customer satisfaction. It also helps teams prioritize work more effectively and identify recurring issues through data and reporting, leading to continuous process improvement. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic Review from User Profile ![vishal g.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "vishal g.") VG vishal g. Software Engineer Information Technology and Services Mid-Market (51-1000 emp.) 12/19/2025 "Unmatched Flexibility and Seamless Integration in Service Management" 5/5 What do you like best about Jira Service Management? What I appreciate most about Jira Service Management is its flexibility and seamless integration within the Atlassian ecosystem. It enables teams to tailor workflows, SLAs, and automation to fit actual business processes, all while offering a clean and intuitive customer portal. Managing incidents, changes, and service requests in a single platform enhances visibility, accountability, and the overall efficiency of service delivery. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? What I dislike about Jira Service Management is that some advanced use cases require significant configuration and ongoing maintenance. There are limitations around complex SLA setups, reporting is fairly basic out of the box, and scaling for multiple clients often requires multiple projects, which increases administrative effort. For advanced automation and reporting, reliance on premium plans or third-party add-ons is often unavoidable. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management addresses the issue of fragmented service processes by bringing together service requests, incidents, changes, and SLAs onto one unified platform. This centralization enhances visibility, accountability, and collaboration between support and engineering teams. In my experience, this has led to greater control over service delivery, quicker resolution of issues, clear tracking of SLAs, and a more organized and efficient support operation. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: G2 invite ![ARVIND J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ARVIND J.") AJ ARVIND J. SQL/PL-SQL Small-Business (50 or fewer emp.) 7/29/2025 "Performance" 5/5 What do you like best about Jira Service Management? This is mind blowing tool please use everyone it's helping too much Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Jira becomes very slow when handling too many issues or custom fields Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I used jira service management in banking core application Review collected by and hosted on G2.com. Show More 8/5/2026 Validated ReviewerIncentivizedSource: G2 invite ![Harshit R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Harshit R.") HR Harshit R. Finance and Operations Intern Small-Business (50 or fewer emp.) 6/8/2026 "Easy Task & Issue Tracking with Real-Time Visibility" 4.5/5 What do you like best about Jira Service Management? Task & Issue Tracking – Easy to create, assign, and monitor tasks, bugs, and user stories. Visibility & Transparency – Real-time tracking helps everyone see project status, blockers, and ownership. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Complex Configuration – Setting up workflows, permissions, and custom fields can require significant admin effort. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Real-time dashboards and progress tracking. Sprint planning, backlog prioritization, and release tracking Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Sachin S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sachin S.") SS Sachin S. Platform Analyst Information Technology and Services Enterprise (\> 1000 emp.) 6/3/2026 "Efficient Tracking with Room for UI Improvement" 5/5 What do you like best about Jira Service Management? Excellent Platform for Tracking incidents, and automating tasks which saves time Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? As a new user, Initially I faced challenges in making dashboard understanding the navigations, understanding the difference between scrums and kanbans Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Integrate seamlessly with other tools like Quickbase, service now or messaging tools and provide real time updates, and very helpful in managing dev logs Review collected by and hosted on G2.com. Show More 6/5/2026 Validated ReviewerIncentivizedSource: G2 invite SM Sukesh Reddy M. Test manager Transportation/Trucking/Railroad Mid-Market (51-1000 emp.) 4/22/2026 "Great Tool for Collecting User Requests" 4.5/5 What do you like best about Jira Service Management? A good tool for collecting requests from users. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Some settings aren’t customizable, which is frustrating. I also don’t like the billing tier structure. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? We mainly use it to collect ideas from both within the company and from external contributors. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Marketing and Advertising](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Marketing and Advertising") AM Verified User in Marketing and Advertising Enterprise (\> 1000 emp.) 6/10/2026 "Powerful IT Service Management Platform" 5/5 What do you like best about Jira Service Management? Its intuitive ticket management, workflow automation, customizable service desks, and integration with the Atlassian ecosystem make it an efficient platform for managing IT service and support operations Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The learning curve is steep, advanced customization can be complicated, and the interface can feel cluttered for new users. Costs can also add up as more users and premium features are needed Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It streamlines ticket management, automates repetitive support tasks, and improves visibility into service requests. This helps our team resolve issues faster, stay organized, and deliver better support to end users. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") AC Verified User in Computer Software Mid-Market (51-1000 emp.) 4/28/2026 "Easy to Use, But Setup is Time Consuming" 3/5 What do you like best about Jira Service Management? I find Jira Service Management relatively easy to use once you get used to it. I use the automatic notification of tickets to alert appropriate employees of their tasks, which I really value. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Initial setup is quite time consuming. The initial setup wasn't so easy. 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 keep tasks in one place and review team work, and I value the automatic notifications that alert employees of their tasks. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Juan D. R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Juan D. R.") JR Juan D. R. Business Analyst Mid-Market (51-1000 emp.) 12/16/2025 "Effortless Ticket Management and Seamless Integration" 4.5/5 What do you like best about Jira Service Management? It's very helpful for managing all the ticketing needs within your company. When it comes to projects, it makes it easy to organize and distribute workloads among your team members. It also supports effective customer care on a daily basis and integrates smoothly with other tools used in your company. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? At times, the software feels somewhat rigid, and there are certain requirements that simply cannot be implemented. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It is helping us connect our FSM tool with our ticketing system for network technicians, as well as with the tools used by customer care. This integration streamlines our processes across different teams. Review collected by and hosted on G2.com. Show More Current UserValidated 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);)