--- 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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HH Hasir H. Cyber Security Engineer Mid-Market (51-1000 emp.) 8/1/2025 "Reliable platform for managing service requests efficiently" 5/5 What do you like best about Jira Service Management? As an administrator, I find Jira Service Management easy to manage and configure. It allows me to create workflows and automation rules based on our team's needs. Assigning tickets, tracking SLAs, and creating dashboards is simple. It also works well with other Atlassian tools like Confluence. Our IT team is able to resolve issues faster and keep everything organized. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Some settings can be confusing for new admins. The interface has many options, which is good, but takes time to learn. Also, a few useful features are not available in the basic plan and need extra payment or plugins. 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 organize and track IT support requests in one place. Earlier, we used to miss or delay some tickets, but now everything is properly recorded and assigned to the right team. It also helps us meet SLAs, track performance, and respond to issues faster. This has improved both team productivity and user satisfaction. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Shiva Shakthi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shiva Shakthi M.") SM Shiva Shakthi M. Business Development Executive Mid-Market (51-1000 emp.) 8/25/2025 ""Streamlined IT Support with Great Customization Options"" 4.5/5 What do you like best about Jira Service Management? Jira Service Management offers excellent integration with other Atlassian products and provides powerful workflow customization options. It helps streamline IT support processes with automation rules, SLAs, and real-time collaboration tools. The intuitive interface for managing tickets and incidents improves team efficiency and tracking. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The initial setup can be complex for new users, especially when configuring custom workflows or automations. Additionally, performance can slow down slightly with very large datasets or projects. The pricing model can also be a bit high for smaller teams. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management has helped us streamline our IT service desk operations by centralizing ticket tracking and resolution workflows. It has improved visibility into service requests, increased accountability through automated task assignments, and significantly reduced response and resolution times. The platform’s integration with other Atlassian tools has made collaboration across teams more efficient and transparent. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Abhishek A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Abhishek A.") AA Abhishek A. Associate Enterprise (\> 1000 emp.) 10/14/2025 "Smart Ticketing System - Jira" 4/5 What do you like best about Jira Service Management? Jira is one of the top products of Atlassian. Below are some of the pros of the application:- 1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements. 2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards. 3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly. 4. Jira implementation is easy whether on-prem or cloud. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? 1. UI is not that interactive for first time users when compared with other ticketing system. 2. For large instances, built in reports and filters might lag. 3. Pricing on Jira is quite on expensive side. 4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira provide a simple and centralised solutions to manage task and activity in one place. Integrates seamlessly with messaging tools and provide real time updates. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Navojith Shankar G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Navojith Shankar G.") NG Navojith Shankar G. Information Technology Engineer Mid-Market (51-1000 emp.) 7/28/2025 "Great tool for managing cloud incidents and service requests effectively." 5/5 What do you like best about Jira Service Management? Jira Service Management is excellent for managing and prioritizing IT incidents. I love how it integrates with Datadog to automatically create tickets for anomalies. It helps streamline the response process by assigning tickets to the right teams and escalating Priority 1 issues quickly. The customizable workflows, real-time tracking, and collaboration with L2/L3 support teams make it a powerful and reliable tool. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? One downside is that the interface can feel a bit overwhelming for new users. Setting up custom workflows and automation rules requires some learning, especially without proper documentation. Additionally, performance can occasionally slow down when handling large ticket volumes or extensive filters. 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 manage IT incidents, service requests, and access issues efficiently. It centralizes our ticketing system, integrates seamlessly with Datadog to trigger alerts automatically, and ensures faster resolution of critical issues. This has significantly improved our response time, reduced system downtime, and helped maintain SLAs by assigning and tracking issues in real-time across L1, L2, and L3 support teams. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Rahul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rahul S.") RS Rahul S. Associate Technical Consultant Enterprise (\> 1000 emp.) 7/28/2025 "My Experience with Jira Service Management" 5/5 What do you like best about Jira Service Management? Hands down, one of the things I appreciate the most about Jira Service Management is how easy it is to use. Even for someone not terribly technosavvy, the layout is easy to use and feels intuitive. It was easy to set up, too. The implementation was effortless, which was a relief. I also appreciate the fact that it provides a reasonable blend of features without being too much. Integration with other tools that i use, for example: Confluence and Slack..enhances our workflow. On top of that Jira customer support has always been responsive and provided me with the help i needed. I now use it almost every day because it is dependable and makes the handling of requests and incidents much simpler. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? One issue I have with Jira Service Management is that which we may term as complicated, at least for the new users. We put in a lot of effort in setting up advanced workflows or automations. Also the interface although functional is at times a bit of a mess and could do with some work to improve navigation and the over all feel of the product. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management enables us to manage IT support and service request management from a single platform to track, prioritize, and resolve issues. It is now easier to track how long it takes to respond to requests, order fulfillment, cross-team collaboration, and insight into ticket statuses. With automation, integration with Slack, Confluence, and other platforms, processes become easier and faster. This automation has improved productivity, reduced support team and end users’ wait times, and improved service experiences. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite GA Gullipalli A. Senior Analyst Enterprise (\> 1000 emp.) 7/30/2025 "Powerful ITSM Tool That Scales Well, But Needs a Bit of Learning" 5/5 What do you like best about Jira Service Management? Jira Service Management brings a lot of structure to our IT operations. The ticketing system is reliable, and the automation features really save time. I especially like how well it integrates with other Atlassian tools—linking tickets to Confluence articles or development issues in Jira Software is seamless. It helps our team stay aligned and provides clear visibility into ongoing issues and resolutions. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? It can be overwhelming at first. The setup and configuration options are powerful, but not always intuitive. If you’re not already familiar with Atlassian’s ecosystem, expect a bit of a learning curve. Also, some advanced features require higher-tier pricing, which may not be ideal for smaller teams. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? We’re using it primarily for IT support and internal service requests. It’s helped streamline our ticketing process, reduce response times, and improve communication across teams. The SLA tracking and reporting features have made our operations more efficient and accountable. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Md S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Md S.") MS Md S. Capacity Manager Small-Business (50 or fewer emp.) 7/25/2025 "Robust ITSM Tool That Integrates Seamlessly with Jira" 4.5/5 What do you like best about Jira Service Management? What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams. 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 solve the challenge of managing IT requests, incidents, and changes across multiple teams in a centralized, organized way. Before using it, tracking issues and coordinating between development and IT support was inefficient and prone to miscommunication. With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable. Review collected by and hosted on G2.com. Show More 2/10/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Ritik S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ritik S.") RS Ritik S. Jira Administrator Mid-Market (51-1000 emp.) 7/24/2025 "Jira Service management is best ITSM Tool." 5/5 What do you like best about Jira Service Management? One of the top advantages is how tightly JSM integrates with Jira Software. It enables DevOps, IT and support teams to work in a shared environment, enhancing visibility and collaboration between development and operations. Developers can easily view, prioritize, and act on incidents raised by support or ops. Change requests link directly to code repositories, CI/CD pipelines and deployment tracking. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? Complex Configuration and Learning Curve JSM’s flexibility often comes at the cost of complexity. Initial setup (especially for SLAs, workflows, approvals, automation, and request types) can be overwhelming for new admins. It requires understanding Jira’s core architecture—issues, schemes, custom fields, permissions, etc.—which isn't intuitive for non-technical users. Users without prior Jira experience may find the UI and terminology (like “issues,” “projects,” and “queues”) confusing. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management (JSM) is designed to solve a wide array of problems related to IT Service Management (ITSM), DevOps collaboration, and cross-functional service delivery. Here’s a breakdown of the problems it solves and the benefits it delivers, particularly for organizations that are scaling or embracing agile practices. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Doddappagouda M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Doddappagouda M.") DM Doddappagouda M. Application Consultant Mid-Market (51-1000 emp.) 7/23/2025 "REVIEW FOR JIRA" 4.5/5 What do you like best about Jira Service Management? 1. Easy for Teams, Not Just Techies JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control. ⸻ 2. Keeps Everyone on the Same Page With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration. ⸻ 3. Adapts to You, Not the Other Way Around Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems. ⸻ 4. Brings Dev and IT Together What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? JIRA is packed with features, and while that’s a strength, it can be intimidating for new users. Without proper onboarding, it’s easy to feel lost in a sea of settings, projects, and permissions. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Tracking our efforts are the high challenge for the people who are individual contributors and who work rarely on a tickets, for them we add those task on JIRA that they performing in future weeks and we move them to sprints from backlog and status will be changed accordingly based on the task process Review collected by and hosted on G2.com. Show More Current UserValidated 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.) 5/1/2026 "Excellent Support & Ticketing Management That Covers Almost Everything We Need" 5/5 What do you like best about Jira Service Management? We use it for support and ticketing management with our users. I absolutely love it. Has all the things we need almost. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? More settings for management of external users and e-mail notifications. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? We use it as multiple support portals with our customers and let them submit tickets. 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'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);)