--- 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? 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Tier 3 Support Engineer 11/18/2025 "Quick, Complete, and Easy to Use" 5/5 What do you like best about Jira Service Management? I really enjoy using Jira Service Management as it is an extremely comprehensive and easy-to-use tool. The ability to easily clone tickets allows me to work on the same project with different cases effectively. Additionally, I highlight that the platform is extremely fast, which is a great differentiator compared to other ticket management platforms that tend to be slow. Appreciating the speed and efficiency in ticket handling is key to my daily performance. I also value that it allows me to have all the tickets in one place, which helps to keep track of what is being worked on and what has already been resolved. The ability to generate reports on the SLAs managed by each ticket is also very useful. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Honestly, I have no complaints about it; so far, it has worked correctly for me. 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 manage escalation tickets, centralizing work and SLA tracking in one place. It's easy to clone tickets, improving organization and speed compared to other platforms. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: OrganicAI Translated ![Sanit S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sanit S.") SS Sanit S. Digital Marketing Intern Enterprise (\> 1000 emp.) 6/3/2026 "Best-in-Class Ticket Management for Tracking Issues and Connecting with Users" 4/5 What do you like best about Jira Service Management? Its ticket management system is best, It helps in tracking issues and helps in building connection with users Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Jira is lil costly and it is not much user friendly and Dashboard feature can be improved Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It helps in Issues management, ticket handling, collaboration with user, easy communication Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Precious M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Precious M.") PM Precious M. Jr. Client Relations Administrator Enterprise (\> 1000 emp.) 1/31/2026 "User-Friendly Ticketing That Just Works" 4/5 What do you like best about Jira Service Management? We primarily use it for ticketing technical issues. It is great because you can search for an incident name if you are not sure what to choose. It also is user-friendly. Most users would be an able to figure out how to use it without training. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? I really don’t have any dislikes for Jira. I have worked with Jira at several companies, and it always serves its purpose. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? It keeps me productive. I work a demanding job, and need access to certain software, and I need my tools to work, so Jira is a easy and quick way to contact our It/HR department for any system issues. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Virginie R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Virginie R.") VR Virginie R. H Mid-Market (51-1000 emp.) 3/24/2026 "Highly Customizable Forms with Lots of Possibilities" 5/5 What do you like best about Jira Service Management? All the possibilities of customization via the forms Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? No real possibility for a full personalized service desk home page Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? One sole service desk platform with access restrictions for specific group of people / Grouped request type to ease the user navigation Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Tanya M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tanya M.") TM Tanya M. Research Associate Biotechnology Mid-Market (51-1000 emp.) 6/3/2026 "Efficient Task Management, But Complex for New Users" 4/5 What do you like best about Jira Service Management? Features like tickets tracking , SLA monitoring & Kanbans boards provides clear visibility about ongoing works across teams Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Licence costly & Initial setup is complex Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? I like its presentation of tasks, scrum and Kanban management, and automation capabilities for repetitive tasks. Review collected by and hosted on G2.com. Show More 6/6/2026 Validated ReviewerIncentivizedSource: G2 invite ![Yeswanth raj P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yeswanth raj P.") YP Yeswanth raj P. Senior business development executive Information Services Mid-Market (51-1000 emp.) 8/6/2025 "A Powerhouse for Process-Driven Teams, But Not Plug-and-Play JIRA" 5/5 What do you like best about Jira Service Management? 1.Integration with Jira software and confluence ensures seamless cooperation between IT and development teams. 2.Workflows and automation can be customised to streamline the service request,incident and change management processes. 3.Robust SLA tracking and reporting help to ensure timely replies and accountability. 4.A user friendly self service portal with knowledge base integration to reduce ticket traffic and support strain. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? 1.Complex setup and configuration - The initial setup can be intimidating particularly for teams with no prior Jira expertise. 2.The UI and features may be more difficult for non-technical users to understand. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Centralised request handling combines IT, HR, and operations service requests into a single platform, eliminating confusion and increasing response efficiency. Benefit: Teams can spend more time resolving tickets rather than searching them down across systems. Improved visibility and accountability - With SLAs, queues, and audit logs, it's clear who's working on what and when. Benefit: Faster resolution times and improved team performance tracking. Custom workflows for distinct teams allow departments to adjust request and approval flows to their own processes. Benefit: Improves process compliance and standardisation throughout the organisation. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Jay Person d.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jay Person d.") JD Jay Person d. Risk & Fraud Analyst Mid-Market (51-1000 emp.) 12/15/2025 "Powerful Automation, But Complex to Master" 4.5/5 What do you like best about Jira Service Management? I think Jira Service Management's powerful automation and its seamless integration with other tools like Jira Software and Confluence make it really valuable. I also appreciate its proactive problem management, streamlined change management, and accelerated incident resolution. It's a very powerful tool that we need on a daily basis. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? I find the complexity of Jira Service Management a bit challenging. There's definitely a steep learning curve which users and admins deal with. Also, the costs can be unpredictable at times, and there are specific limitations when it comes to integration. 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 for knowledge-based purposes, faster resolution, better collaboration, and improved self-service. It solves scattered requests, poor visibility, and enhances proactive problem management, streamlined change management, and accelerated incident resolution. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Nithiya Devi S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nithiya Devi S.") NS Nithiya Devi S. Cloud Engineer Mid-Market (51-1000 emp.) 8/6/2025 "Good Tool for Handling High Ticket Loads Like WSS and Share Community" 4.5/5 What do you like best about Jira Service Management? Jira Service Management is a reliable tool for managing escalations and tracking ticket progress in our organization. Whenever we face an issue, we immediately check the related Jira ticket for updates, which helps keep communication clear and structured. Our management also uses Jira to review team performance by tracking how many tickets each person has worked on. Personally, I’ve contributed to both permanent and temporary projects, such as Sharecommunity and WSS. For Sharecommunity alone, we've handled over 100+ tickets. Jira makes it easy to monitor these activities and maintain accountability across different teams. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Previously, we were able to export tickets based on a selected date range, which was very helpful for reporting and tracking project history. However, after a recent backend update, this export feature stopped working. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management helps us track IT issues, service requests, and escalations in a clear and organized way. Before Jira, it was hard to know who was working on what, and updates were often missed. Now, everything is logged under tickets, which improves communication and accountability.It also gives us a clear view of workload distribution. For example, I’ve worked on both long-term and temporary projects like Sharecommunity and WSS, and Jira makes it easy to track ticket volume per project.We also use Jira to follow up on escalations quickly. Checking ticket status and ownership helps us respond faster and avoid confusion. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Dineshkumar P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dineshkumar P.") DP Dineshkumar P. System Engineer Mid-Market (51-1000 emp.) 7/28/2025 "A Powerful Tool for Streamlined IT and Support Management" 5/5 What do you like best about Jira Service Management? What I like best about Jira Service Management is how seamlessly it helps manage IT support tickets through customizable workflows, automation, and SLAs. It improves visibility across teams and keeps everything well-organized in one place. The ability to integrate with other Atlassian products like Confluence and Jira Software adds a lot of value and streamlines collaboration between development and operations teams. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Jira Service Management offers an intuitive and structured way to manage IT service requests, incidents, and changes. I especially appreciate the flexibility it gives in customizing workflows, SLAs, and automation rules. Its seamless integration with other Atlassian tools like Jira Software and Confluence makes collaboration across teams effortless. The built-in knowledge base and request portal really enhance the end-user experience too. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management helps streamline our entire IT service delivery process. It centralizes all support requests, incidents, and change approvals into a single, easy-to-manage platform. This reduces response and resolution times, ensures accountability through SLA tracking, and provides clear visibility into the workload of our IT team. It's also helped align our support and development teams thanks to deep integration with Jira Software, improving collaboration and reducing time to deploy fixes or updates. Review collected by and hosted on G2.com. Show More 8/2/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 10/16/2025 "Efficient and Easy ITSM with Jira SM, but Frequent UI Changes Can Be Frustrating" 4.5/5 What do you like best about Jira Service Management? Jira SM is straightforward to set up, allowing us to get up and running quickly. The efficiencies gained through its AI and automation features make it even more valuable. Its alignment with ITSM was a significant factor for us and has genuinely simplified our work. In our organization, we use Jira SM daily and find it a considerable improvement over our previous system, which we have already migrated away from for some teams, with the rollout still ongoing. The support for Jira SM is excellent, and the team is very responsive when assisting with tickets. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Atlassian often makes regular updates, which are generally positive. However, they sometimes adjust the user interface, and this can be inconvenient when it comes to updating documentation and ensuring users remain satisfied. I've also noticed that, at times, their own documentation doesn't align with the latest changes that have been implemented. Still, these issues are relatively minor in the bigger picture. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? This is a best-in-breed product and ITSM tool, offering an excellent customer experience through its self-service and support portal. The automation and AI features contribute significantly to its overall efficiency. 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 IconCurrent 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's the most trusted unified workspace platform for keeping hybrid and remote teams connected without adding more tools to the stack?](https://www.g2.com/discussions/what-s-the-most-trusted-unified-workspace-platform-for-keeping-hybrid-and-remote-teams-connected-without-adding-more-tools-to-the-stack%20)[What are the top tools for automating data pipeline workflows?](https://www.g2.com/discussions/what-are-the-top-tools-for-automating-data-pipeline-workflows)[Is Autodesk Forma worth it for jobsite management?](https://www.g2.com/discussions/is-autodesk-forma-worth-it-for-jobsite-management) [What ecommerce platform works best for mid-sized retailers managing 500 or more SKUs across several sales channels?](https://www.g2.com/discussions/what-ecommerce-platform-works-best-for-mid-sized-retailers-managing-500-or-more-skus-across-several-sales-channels)[Best biometric solutions for facial recognition login](https://www.g2.com/discussions/best-biometric-solutions-for-facial-recognition-login)[Pros and Cons Details](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)