Jira Service Management Reviews & Product Details

segregate projects and manage them independently Review collected by and hosted on G2.com.

difficulty of the first configuration and setup Review collected by and hosted on G2.com.

Jira Service Management's strength lies in its ability to streamline service delivery and improve team collaboration. It excels at centralizing request management, automating workflows, and providing a robust knowledge base for self-service support. The platform's integration with other Atlassian tools, like Confluence for knowledge base management, enhances its overall value. Review collected by and hosted on G2.com.

Jira Service Management (JSM) has some downsides, including a steep learning curve, complex interface, and potential performance issues, especially with large numbers of users or complex configurations. Some users also find it lacks certain basic ticketing system features or struggles with specific integrations. Additionally, the tool may not be ideal for teams not using Agile methodologies due to its focus on that framework. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is its seamless integration with the development workflow. It connects support tickets directly with engineering backlogs, which makes tracking, prioritizing, and resolving issues more transparent and efficient. The automation features and customizable workflows also help streamline repetitive tasks and improve response times, ultimately boosting team productivity and customer satisfaction. Review collected by and hosted on G2.com.

While Jira Service Management is powerful, its complexity can be overwhelming for new users. The user interface can feel cluttered, and configuring workflows, permissions, and automation rules often requires a steep learning curve. Additionally, performance can lag when handling a large volume of tickets or custom fields, which can impact efficiency in high-demand environments. Review collected by and hosted on G2.com.

The most useful aspect of JIRA Service Management, in my experience, is the ability to raise tickets with the development team in a structured and traceable way. It provides clear visibility into the status and progress of each issue across all levels—whether it's team members, project managers, or stakeholders. This transparency helps ensure accountability, avoids miscommunication, and keeps everyone aligned. Ultimately, it streamlines the entire process from bug identification to resolution, making collaboration with the development team much more efficient and effective. Review collected by and hosted on G2.com.

One downside of using JIRA is that too much customization can lead to confusion.

In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping. Review collected by and hosted on G2.com.

Jira Service Management seamlessly combines ITSM capabilities with the power of Jira’s agile framework. What stands out most is its flexibility and configurability we can tailor request types, workflows, SLAs, and automation to fit almost any service team’s needs.

The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem.

Additionally, I really appreciate:

Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks.

Customizable Portals: Users get an intuitive experience while backend teams enjoy total control.

Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes.

Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals.

Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more.

Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management. Review collected by and hosted on G2.com.

While Jira Service Management is a powerful and flexible ITSM tool, there are a few areas that could be improved:

Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training.

Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually.

UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines.

Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge.

Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices. Review collected by and hosted on G2.com.

The best aspects of Jira Service Management are its ability to centralize service requests, automate workflows, and empower teams to deliver high-velocity IT and customer support. Its highlights include easy setup, customizable forms and portals, robust incident and change management, AI-powered automation, strong reporting, and seamless integration with development, knowledge base Review collected by and hosted on G2.com.

Common dislikes about Jira Service Management include a steep learning curve, complex and sometimes overwhelming interface, dependence on plugins for advanced features, and higher costs as teams scale. Some users also report limited built-in reporting, occasional performance issues, limited customization without add-ons, and inconsistent customer support Review collected by and hosted on G2.com.

1. Easy & Efficient Ticket Management

• Allows teams to capture, track, and resolve requests quickly.

• Customer portals make it easy for users to raise tickets without technical knowledge.

• SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically.

2. Powerful Automation

• Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues).

• Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket.

3. Collaboration Across Teams

• Works well with Jira Software — development and support teams can collaborate seamlessly.

• Comments & internal notes keep communication clear without confusing the end-user. Review collected by and hosted on G2.com.

Nothing, all good about this Jira service. Review collected by and hosted on G2.com.

It offers a powerful yet easy-to-use IT service desk with built-in SLA tracking, automation, and custom workflows. It integrates smoothly with development tools (like Jira Software), enabling faster incident resolution and better collaboration between IT and Dev teams. Its self-service portal and knowledge base also reduce ticket volume and improve user experience. Review collected by and hosted on G2.com.

There is nothing specifically to dislike jira tool Review collected by and hosted on G2.com.

We have been using Jira Service Management in our organization for IT support and internal service requests, and the experience has been quite good. It helps bring transparency and accountability across teams, especially with features like SLAs, custom workflows, and automation rules.

The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner.

There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts.

Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination. Review collected by and hosted on G2.com.

While Jira Service Management is quite powerful, a few areas could be improved. The initial setup and customization can be complex, especially for teams without dedicated Jira admins. Some of the advanced configurations, like automation rules or custom SLAs, require a good understanding of the system.

Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help. Review collected by and hosted on G2.com.

Jira Service Management offers a seamless way to manage IT requests, incidents, and changes all in one platform. Its deep integration with Jira Software makes collaboration between development and support teams incredibly smooth. The ability to configure workflows, automation, and SLAs based on our internal processes is a huge plus. It’s very customizable, and we especially appreciate the way it links support tickets with related issues in real time. Review collected by and hosted on G2.com.

The learning curve can be steep for new users, especially when it comes to configuring advanced workflows or automation. The UI can also feel slightly overwhelming for non-technical users at first. Additionally, some integrations require separate add-ons or Atlassian Marketplace apps, which can add to the cost and setup complexity. Review collected by and hosted on G2.com.