--- 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 **Vendor:** Atlassian **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 991 ## About Jira Service Management 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. ## Jira Service Management Pros & Cons **What users like:** - Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization. (46 reviews) - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams. (32 reviews) - Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications. (31 reviews) - Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations. (31 reviews) - Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management. (29 reviews) - Users love the **customizable workflows and automation** , enhancing efficiency and adaptability in managing service requests. (28 reviews) - Efficiency (26 reviews) - Customer Support (25 reviews) - Tracking (24 reviews) - Ticketing System (23 reviews) **What users dislike:** - Users highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams. (33 reviews) - Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging. (28 reviews) - Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams. (27 reviews) - Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams. (22 reviews) - Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow. (16 reviews) - Expensive (16 reviews) - Complex Administration (13 reviews) - Interface Issues (13 reviews) - Limited Customization (12 reviews) - Difficult Setup (11 reviews) ## Jira Service Management Reviews ### 1. Makes managing requests simple and organized. **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul R. | Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Jira Service Management?** It is easy to log, track, and respond to requests without missing anything. I like how organized everything is and how automation takes care of repetitive work. **What do you dislike about Jira Service Management?** Initially it bit tricky to configure and some customizations need an admin to handle Once it’s configured it's smooth to use. **What problems is Jira Service Management solving and how is that benefiting you?** It helps us manage and track service requests in one place, making it easier to prioritize and respond quickly. ### 2. Quick way to stay on top of your IT tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Brooke B. | Field Staffing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2025 **What do you like best about Jira Service Management?** I like how it can be integrated with other platforms such as slack and I can see my requests as well as any notes right there. **What do you dislike about Jira Service Management?** All of the updates that get made every time someone does anything. It sends an update with that part crossed out. It can get overwhelming. **What problems is Jira Service Management solving and how is that benefiting you?** We work remotely and are all in different states (sometimes countries), and so when we make a Jira ticket, it alerts our on call engineers wherever they are to come on and help. We know someone will always respond if we mark it as on all urgent. ### 3. Jira Service Management Review **Rating:** 4.5/5.0 stars **Reviewed by:** Afroj A. | AWS Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** It integrates well with other Atlassian tools, offers powerful automation, and makes it easy to manage requests and SLAs efficiently. **What do you dislike about Jira Service Management?** It can be complex to set up and configure, especially for new users, and some features require a steep learning curve. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us centralize and track IT support requests, ensuring faster resolution and better accountability. With automation and SLA tracking, it reduces manual work, improves response times, and enhances team productivity. ### 4. Jira as Management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Vivek R. | Implementation Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** Really like the collective features which give a seamless experience. **What do you dislike about Jira Service Management?** a new user would find it little complex beforehand **What problems is Jira Service Management solving and how is that benefiting you?** Really liked the automated workflows, SLA rules, approvals, and queues, really streamlines the request management. ### 5. Great CRM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Pranshu B. | Product Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Jira Service Management?** Flexibility, search options, and modifications to the custom SDs **What do you dislike about Jira Service Management?** Can be messy to learn, or can overwhelm, if it is not set up properly **What problems is Jira Service Management solving and how is that benefiting you?** It solves the issue with reaching out and finding people responsible for various issues allowing me to have a single contact point for various teams ### 6. efficient tool for vulnerability tracking **Rating:** 4.5/5.0 stars **Reviewed by:** ABRAR AHAMED M. | Assistant security engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2025 **What do you like best about Jira Service Management?** Jira helps us effectively manage, assign, and track vulnerability remediation tasks discovered during penetration tests. It allows us to create detailed tickets, link them to reports, and directly assign them to developers. This workflow makes the process smooth. **What do you dislike about Jira Service Management?** The user interface is quite complex to understand when I am new to Jira. **What problems is Jira Service Management solving and how is that benefiting you?** Tracking and fixing vulnerabilities found during penetration tests is made easier with Jira Service Management. ### 7. My Experience & Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Vikash Deep B. | Associate Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** It is most helpful because it bridges IT and development teams, automates workflows, and enables excellent service delivery with built-in ITSM features. **What do you dislike about Jira Service Management?** It is powerful, but it can be complex to configure, costly for large teams, and may need tuning or add-ons to fully meet enterprise-scale needs. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management has helped my team move from reactive, ad-hoc support to a structured, SLA-driven process that improves service quality, team efficiency, and customer satisfaction ### 8. Ease to use **Rating:** 5.0/5.0 stars **Reviewed by:** Vinay T. | Technical Support Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** as an agent i can easily manage tickets by creating own dashboard. **What do you dislike about Jira Service Management?** unable to identify service request and incident. **What problems is Jira Service Management solving and how is that benefiting you?** I can centralized system to log, track, prioritize, and resolve incidents with clear ownership. ### 9. Jira has been very resourceful to track the product development process. **Rating:** 5.0/5.0 stars **Reviewed by:** Amit M. | Customer Success Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** The ability to integrate with 3rd party applications seamlessly to impove my workflow. **What do you dislike about Jira Service Management?** No downsides as of now. Make integration with HaloPSA better. **What problems is Jira Service Management solving and how is that benefiting you?** The 3rd party application integration have me quickly create tickets. ### 10. Jira Review **Rating:** 4.5/5.0 stars **Reviewed by:** Aqib Z. | Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Ease of use and categorization of different processes makes it absolutely #1 tool to go for. **What do you dislike about Jira Service Management?** Processing speed can be raised a bit as in current changing ticket statuses takes a bit time occasionally. **What problems is Jira Service Management solving and how is that benefiting you?** Categorization of support request as per time which really helps in focusing on the priority tickets and creating performance goals for team members makes it easy to track. This is the best tool for internal comms as well. ### 11. I used in some automation task and managing project. It worked really well **Rating:** 5.0/5.0 stars **Reviewed by:** Twinkle G. | Team Lead - Client Service Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** The interface and the work flow. It is easy solution to get your work in faster way **What do you dislike about Jira Service Management?** I have not found any drawbacks yet. I think they can introduce some suggestion button while user work on any project to enhance the workflow, which jira finds better after checking the workflow of the project. **What problems is Jira Service Management solving and how is that benefiting you?** I was working on Automated training project plan where I need to connect jira with confluence. ### 12. Jira is very efficient and the UI/UX of the website is extremely easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Khushi P. | Business development Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2025 **What do you like best about Jira Service Management?** The UI/UX is easy to navigate between different queries **What do you dislike about Jira Service Management?** For some people the interface might be a little tricky **What problems is Jira Service Management solving and how is that benefiting you?** The most efficient use of JIRA is through IT service desk because it is easy within our organIzation to navigate the issues related to IT ### 13. Jira is useful if my manager response is fast **Rating:** 5.0/5.0 stars **Reviewed by:** Vahid khan M. | Quality Assurance Lead, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Regarding jira, whenever we are working on the case and need any update or approval we career jira ticket, once the ticket assign to my manager it's easy for them to understand the salary and approve the ticket. **What do you dislike about Jira Service Management?** Here in jira service response is always be slow i don't know the reason or may be because of man power. **What problems is Jira Service Management solving and how is that benefiting you?** Yes it will very helpful, such as password reset, approvals. ### 14. Easy to use even for Non-Tech employees **Rating:** 5.0/5.0 stars **Reviewed by:** Sailaja D. | Senior Product Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** June 27, 2025 **What do you like best about Jira Service Management?** JIRA is used by most of the companies for escalation management related to bug fixes, deployments. Pretty easy to navigate through. **What do you dislike about Jira Service Management?** Nothing I can think of for now, maybe if we can have SLA based notifications? **What problems is Jira Service Management solving and how is that benefiting you?** Maintaining the big fixes, submitting database fixes ### 15. Good platform to managing service request and incident Easy to use highly customizable and excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Mazhar K. | consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Jira Service Management?** We've had an excellent experience with Jira Service Management. The response time, ticket tracking, and overall service delivery have been outstanding. It’s a must-have for any service-oriented team **What do you dislike about Jira Service Management?** Everything is good as per me, there is no con **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps us efficiently manage and track service requests, incidents, and internal workflows across teams. It has streamlined our IT support and customer service processes by centralizing communication, automating repetitive tasks, and providing real-time visibility into ticket status. ### 16. Technical Project Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Shashank Y. | Technical Project Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** Easy Integration with Jira Software. Customised Dashboards. I think it can be integrated with POWER BI and TEMPO as well. Single Reporting. **What do you dislike about Jira Service Management?** Training videos could be helpful for new functional and noon functional users. List of features names or tools which it can use for integration. **What problems is Jira Service Management solving and how is that benefiting you?** We are looking for some tool for SLA tracking, support tickets tracking and on top of that reporting. ### 17. Jira ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Rashmi G. | Implementation Engineer, Industrial Automation, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** Jira Service Management offers streamlined ticketing and workflow automation, making issue tracking efficient and organized. It enables clear communication between teams with customizable SLAs, reports, and a user-friendly interface. **What do you dislike about Jira Service Management?** The interface can feel overwhelming at times, especially for new users due to its complexity and numerous configuration options. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management streamlines incident, request, and change management, helping us respond faster and stay organized across teams. ### 18. Work management **Rating:** 4.0/5.0 stars **Reviewed by:** Yuvamanikumar N. | System Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Collaboration of all work streams in a platform **What do you dislike about Jira Service Management?** Every team has similar format structure. **What problems is Jira Service Management solving and how is that benefiting you?** Collaboration between teams in one platform and also tracking at same area ### 19. Honestly this is the best tool to track the works **Rating:** 5.0/5.0 stars **Reviewed by:** hasan F. | Data entry, Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Jira Service Management?** As a Peoplesoft Developer, I would say it helps me keep track of my daily records and monitor the tasks I work on each day. **What do you dislike about Jira Service Management?** Nothing in particular - initially, it just took me some time to get familiar with Jira. **What problems is Jira Service Management solving and how is that benefiting you?** Keep track of my daily tasks so I can present my work to higher management. ### 20. Best tool for incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2025 **What do you like best about Jira Service Management?** It features a robust notification system that keeps all stakeholders informed via in-app, email, and mobile app channels. It clearly highlights ticket edits by showing what was changed and the previous values, while also maintaining a complete history of events from ticket creation to closure. The interface is intuitive and user-friendly. **What do you dislike about Jira Service Management?** Nothing as such. The UI and font of the recent upgrade is bad. Last one was better. **What problems is Jira Service Management solving and how is that benefiting you?** Bugs, feature requests, stories, tasks. ### 21. Best ticket tool for a developer **Rating:** 5.0/5.0 stars **Reviewed by:** Nagendra K. | Software Developement Engineer - 1, Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Jira Service Management?** As a developer, it helps to resolve and raise tickets to our cross-functional teams, such as testers and other internal teams, to quickly address issues. **What do you dislike about Jira Service Management?** Nothing specific, I am not facing any difficulties. **What problems is Jira Service Management solving and how is that benefiting you?** As I mentioned, it had a huge impact on our workflow, allowing us to continue working without delays in resolving issues. ### 22. Jira Best as a Management Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Aniket Kumar S. | ServiceNow Developer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Floating moving the widgets customised as a project requirements best in tracking and organising the sprint. **What do you dislike about Jira Service Management?** If we get a extra benefits like editing image and documents while uploading to the stories **What problems is Jira Service Management solving and how is that benefiting you?** Over the project, sprint and managing the stories after that lodging the alert of the stories and closing it over the time. Customisation is changing as per requirement ### 23. tikceting bugs with automation expert **Rating:** 4.5/5.0 stars **Reviewed by:** Mansi T. | Technical Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Jira Service Management?** its various ai features and easy to handle and tracking of bugs using its various features **What do you dislike about Jira Service Management?** nothing till now just little lag sometimes which might be due to network issue sometime **What problems is Jira Service Management solving and how is that benefiting you?** it helps us to track and coney bugs to the concerned department to get update on that in a herarichal manner ### 24. Excellent Ticketing system and approval application **Rating:** 5.0/5.0 stars **Reviewed by:** Yogendra Singh B. | Assistant Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2025 **What do you like best about Jira Service Management?** It's easy to implement. We use it more frequently for approvals. It has easy and numerous purposes to use. Customer suppor is super helpful. **What do you dislike about Jira Service Management?** Slightly slow but responsive. The speed can be increased for fast communication. **What problems is Jira Service Management solving and how is that benefiting you?** Smart and excelent ticketing system for certain features like IT, database, approvals, help ,research, application error etc. Previoiusly theser were managed through email and spread sheet. Now tracking and follow up is much easier. Response rate increases the time. ### 25. Easy to track **Rating:** 4.0/5.0 stars **Reviewed by:** Abrar A. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Streamlined IT support and workflows use **What do you dislike about Jira Service Management?** Complex setup for undestanding and steep learning curve **What problems is Jira Service Management solving and how is that benefiting you?** It centralizes support requests, boosting team efficiency. ### 26. Best to use as it performs proper flow to a ticket , where to assign, whom to assign, etc. **Rating:** 4.5/5.0 stars **Reviewed by:** Vipul S. | Production support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Jira Service Management?** sidebars, functions,easy project handling, creating ticket. **What do you dislike about Jira Service Management?** Nothing yet. hope it feels better till i work on it. **What problems is Jira Service Management solving and how is that benefiting you?** We use JIRA to track the service tickets that we are recieving from client. ### 27. Jira makes managing any project seamless **Rating:** 5.0/5.0 stars **Reviewed by:** AMER K. | Assistant Vice President Information Technology, Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Jira Service Management?** Jira is easy to learn. Even though it has umpteen features still it is easy to navigate and manage the projects, chats with team and ticket management. **What do you dislike about Jira Service Management?** Jira has been regular with its updates and I have not faced any problems as such **What problems is Jira Service Management solving and how is that benefiting you?** It has been very helpful in managing customer queries and helping in providing resolutions. It also easy to track the requests internally. ### 28. User friendly IT ticketing tool **Rating:** 4.5/5.0 stars **Reviewed by:** Meghanisha R. | IT Service Management Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** Its very helpful and easy to use/configure the ticketing tool and also automate some process, I have been using it for 3+years now **What do you dislike about Jira Service Management?** For beginners it might seems difficult to learn, but after 6months you will find it interesting to learn it more **What problems is Jira Service Management solving and how is that benefiting you?** It helps me ITSM process to track incidents, changes and problem records. ### 29. The Experience was really good **Rating:** 4.5/5.0 stars **Reviewed by:** Akshay P. | Service Planner level II, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Jira Service Management?** Its very help to solving all the tasks and its very easy to use and can get our hands easily on all the tasks **What do you dislike about Jira Service Management?** No there is nothing to dislike about it, anyone can learn this easily **What problems is Jira Service Management solving and how is that benefiting you?** Its solving all my helpdesk queries while completing our day to day tasks ### 30. A powerful tool for issue tracking and team collaboration. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Jira Service Management?** Great for tracking issues, tasks, and bugs with detailed fields and workflows. Comments, mentions, attachments, and real-time updates support team communication. Flexible configurations to match your team’s process **What do you dislike about Jira Service Management?** Costs can add up quickly as team size and customization needs grow. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management streamlines service delivery by centralizing requests, improving collaboration, and accelerating resolution with smart workflows and automation. ### 31. Jira service management review **Rating:** 4.5/5.0 stars **Reviewed by:** Sushant K. | Performance Test Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** Being able to set priority among thousands of tickets appearing with ease of access helps a lot. **What do you dislike about Jira Service Management?** There is a cluster of unnecessary fields and dropdowns which makes it complex. **What problems is Jira Service Management solving and how is that benefiting you?** Not being needed to personally contact someone to fix an issue is good, it helps in having authority. ### 32. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Debojit B. | DevOps Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Jira Service Management?** It is very user friendly and helps to keep track of all incident in right manner. It also allow us to record root cause and change details. **What do you dislike about Jira Service Management?** On-boarding team time, it takes too much time to on-board a user. **What problems is Jira Service Management solving and how is that benefiting you?** It is helping to track all the task. ### 33. One of the top in demand service management tool in market **Rating:** 4.5/5.0 stars **Reviewed by:** Jayasankar P. | IT Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** The User interface and the ability to configure according to the need. Also the process flow is well streamlined **What do you dislike about Jira Service Management?** Pricing is much higher comparing to its competitors in market **What problems is Jira Service Management solving and how is that benefiting you?** Track customer issues through incident and tickets, and streamline the process to resolve it before SLA breach ### 34. A Extradinoary Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sangem P. | Security analyst, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** December 25, 2024 **What do you like best about Jira Service Management?** Jira Helps It organization with N number of features.Not A high recommonded space , we can implement many automation things, And now a days it help ful to all empolyee to see work details and tickets and get approval easier. Ver good backend support for the jira users. A custom dashboards for teams in organization and gives good alerting in slack integration.It helps in use day to day activities in Soc related .We use it in day to day. It is built in cloud environment. **What do you dislike about Jira Service Management?** No disadvantes as per now i use liked a lot **What problems is Jira Service Management solving and how is that benefiting you?** It solved the ticket helping for IT team to identify the type of alert . ### 35. Jira Management tool is good for maintaining records **Rating:** 3.5/5.0 stars **Reviewed by:** Pankaj B. | Lead Staff Engineer - IT (Product Manager), Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Jira Service Management?** Jira is good for maintaining company records, such as plannings, tasks, projects etc. However, Microsoft Planner is another competitive tool in the market. **What do you dislike about Jira Service Management?** It's UI is a bit slow and lags sometime. **What problems is Jira Service Management solving and how is that benefiting you?** It helps organizations to keep their records at one place. ### 36. Great for managing the development **Rating:** 5.0/5.0 stars **Reviewed by:** Abhijit S. | ServiceNow Developer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Jira Service Management?** Jira is a powerful tool for agile project tracking. Great for managing sprints, backlogs, and team workflows. Takes time to learn, but totally worth it for structured teams **What do you dislike about Jira Service Management?** Nothing is to be find me to dislike jora **What problems is Jira Service Management solving and how is that benefiting you?** Time management ### 37. A great ITSM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Erick Vincent Steve G. | IT Support I, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2025 **What do you like best about Jira Service Management?** I like that it works very well with other Atlassian tools like Jira Software and Confluence. It helps me to organize support requests, incidents, and changes in one place. The customer portal is easy to use and friendly to them. **What do you dislike about Jira Service Management?** Setting it up for the first time can be a bit complicated but now is used every day for IT support task. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management helps organize and track IT support requests. ### 38. Easy to use and navigate **Rating:** 3.5/5.0 stars **Reviewed by:** Supriyo G. | Senior Technical Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** The ease of use and navigating through the screen is comfortable. It doesn’t require too much technical knowledge to browse through the application **What do you dislike about Jira Service Management?** There is lot of scope to leverage AI and automate the process **What problems is Jira Service Management solving and how is that benefiting you?** Project management and ticket management ### 39. Jira Service Management - Review from a user and active partner of Atlassian **Rating:** 4.0/5.0 stars **Reviewed by:** Mauricio L. | Account Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2024 **What do you like best about Jira Service Management?** What I like most about Jira Service Management would be the possibility of being able to use the workflow designer that is included in the tool and being able to design the workflows that I need according to the area of ​​my company. Added to that is the number of add-ons that Atlassian has to be able to integrate third-party software such as SAP or also interesting functions such as Gitlab or OpsGenie. **What do you dislike about Jira Service Management?** I think Jira's weak point is ease of use. It is a tool that has a fairly slow learning curve and is not as intuitive for users who are not in the Technology environment. Added to that, their IT asset manager is not that good. **What problems is Jira Service Management solving and how is that benefiting you?** Jira service management helps us to have general visibility of the requests that the different areas of my company have, as well as all the time that each agent invests to resolve these requests. It also helps us to have a request center for the company's external clients to whom we provide support. ### 40. Jira's Software Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Jira Service Management?** It is used to easily track the task of the employee. If we post the bug, it is easy to track the status of developer completing the task **What do you dislike about Jira Service Management?** For first time user, it is very difficult to use. After I used it many times, I came how to use jira properly. **What problems is Jira Service Management solving and how is that benefiting you?** I cannot able to track the status of the employee completing which is solved by jira. ### 41. It's very useful in terms of managing the task project finalization and getting things done **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Jira Service Management?** Jira service ticketing tool, Jira service management it's help a lot to track the task completion and team productiveness. **What do you dislike about Jira Service Management?** Not able to do customisation at individual level. **What problems is Jira Service Management solving and how is that benefiting you?** Team Task completion, productivity checking, one place for all task ### 42. Jira Service Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2025 **What do you like best about Jira Service Management?** Self-service portal for users to submit requests and find help Automated workflows to streamline ticket resolution SLA tracking and reporting **What do you dislike about Jira Service Management?** Steep learning curve, especially for new users or admins. Customizing workflows, permissions, and automation rules can be time-consuming **What problems is Jira Service Management solving and how is that benefiting you?** Agile project management (supports Scrum, Kanban, or hybrid workflows) Issue tracking (bugs, tasks, stories, epics) Sprint planning and release tracking Integration with tools like Git, Bitbucket, and CI/CD pipeline ### 43. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Azhan G. | Senior System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** Jira is best known as the leading agile project management tool **What do you dislike about Jira Service Management?** Jira's primary dislikes stem from its complexity, steep learning curve, performance issues with large projects, and a user interface that can be overwhelming. **What problems is Jira Service Management solving and how is that benefiting you?** Project Management ### 44. Great product to create custom workflows for different products **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Jira Service Management?** Automation rules: Save tons of time by auto-assigning tickets, escalating based on SLAs, or notifying the right stakeholders **What do you dislike about Jira Service Management?** Stakeholders from non-IT backgrounds often find the admin interface unintuitive, which can slow adoption. **What problems is Jira Service Management solving and how is that benefiting you?** Quick escalations with faster incident resolution and better collaboration with respective teams. ### 45. Jira Service Management Review **Rating:** 5.0/5.0 stars **Reviewed by:** Niharika S. | Product Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Jira Service Management?** It is a legacy system in today's time and easy to find resources during issues or when clarity isn't there for using it. **What do you dislike about Jira Service Management?** It's very elaborate and you constantly have to learn new thhgs **What problems is Jira Service Management solving and how is that benefiting you?** Slow systems ### 46. Tech writers review **Rating:** 5.0/5.0 stars **Reviewed by:** Ravi Teja V. | Senior Technical Writer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** Easy to understand, has many features where other competitors are having less features **What do you dislike about Jira Service Management?** There are no specific dislikes that we can talk about Jira Service Management. **What problems is Jira Service Management solving and how is that benefiting you?** I use it daily for review, adding tasks ### 47. Jira advatages **Rating:** 4.5/5.0 stars **Reviewed by:** Forum P. | Past Job Title - IT Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Jira Service Management?** Customer support, ease of integration, number of features, ease of use **What do you dislike about Jira Service Management?** ease of implementation, frequency of use **What problems is Jira Service Management solving and how is that benefiting you?** Jira Service Management just like service, I think it helps in managing hardware products to-date. ### 48. My love for Jira **Rating:** 4.0/5.0 stars **Reviewed by:** Siba S. | Client Services Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Jira Service Management?** It’s easy to track, prioritize, and manage customer requests in one place. **What do you dislike about Jira Service Management?** Some features can be complex to set up and may require a learning curve. **What problems is Jira Service Management solving and how is that benefiting you?** It helps manage and organize support tickets efficiently, improves team collaboration, and ensures faster response times—leading to better customer satisfaction. ### 49. Jiraaa as a tool **Rating:** 4.0/5.0 stars **Reviewed by:** Bhuvaneshwari S. | ServiceNow Platform Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Jira Service Management?** breakdown of attributes to describe the work, compatible to use **What do you dislike about Jira Service Management?** takes quiet sometime for page loading and data to populate **What problems is Jira Service Management solving and how is that benefiting you?** I use it as a ticketing tool and it is convenient ### 50. Best ticketing tool **Rating:** 4.5/5.0 stars **Reviewed by:** Sam P. | Event Management Organizer - Freelance, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Jira Service Management?** It's easy to learn. Better than other ticketing tool to follow up. **What do you dislike about Jira Service Management?** Some times notification will not pop up. **What problems is Jira Service Management solving and how is that benefiting you?** To address the query within given SLA ## Jira Service Management Discussions - [Timer?](https://www.g2.com/discussions/timer) - 1 comment, 2 upvotes - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) - 1 comment, 1 upvote - [How does the licensing system work?](https://www.g2.com/discussions/32713-how-does-the-licensing-system-work) - 1 comment, 1 upvote - [Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?](https://www.g2.com/discussions/do-i-need-to-have-the-same-number-of-jira-software-and-jira-service-desk-licenses) - 1 comment, 1 upvote - [View Jira Service Management pricing details and edition comparison](https://www.g2.com/products/jira-service-management/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+10%3A58%3A21+-0500&secure%5Bsession_id%5D=c3e08d86-2081-4c18-bd6c-a9c69d8dabbf&secure%5Btoken%5D=137afd2ec63f161a1beb8dddb3683402075a29d949f469bf636777715d5bee3d&format=llm_user) ## Jira Service Management Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure Portal](https://www.g2.com/products/azure-portal/reviews) - [Bitbucket](https://www.g2.com/products/bitbucket/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [GitLab](https://www.g2.com/products/gitlab/reviews) - [Jenkins](https://www.g2.com/products/jenkins/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - 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[Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Task4Work](https://www.g2.com/products/task4work/reviews) ## Jira Service Management Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Jira Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,302 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (244 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 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