Jira Service Management Reviews & Product Details

“What I like best about Jira is how it brings transparency and structure to project management. The customizable dashboards and boards (Scrum or Kanban) make it easy to track tasks and progress at a glance. I especially value the ability to create workflows tailored to the team’s needs, which helps ensure consistency and accountability. The reporting and backlog management features are excellent for prioritization and sprint planning, and the integrations with tools like Confluence, Slack, and GitHub make collaboration seamless. Overall, Jira helps me keep projects on track while giving both the team and stakeholders real-time visibility.” Review collected by and hosted on G2.com.

“One challenge I’ve noticed with Jira Service Management is that the interface can feel a bit complex for new users, especially those not familiar with Jira. Configuring custom workflows and automation rules sometimes requires a steep learning curve, which can slow down adoption. Additionally, reporting dashboards could be more user‑friendly out of the box, since they often need customization to give stakeholders the right insights. That said, once the team is trained and workflows are set up properly, these issues are largely resolved, and the tool becomes very powerful.” Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it brings everything together in one place ticketing, incident resolution, change management all tightly integrated with tools like Slack and Confluence. The flexibility to customize workflows and the powerful automation features save a lot of time and make everyday IT support work much smoother. Having a built-in knowledge base is also great, as it helps users quickly find answers themselves, cutting down on repetitive requests and making the whole support process a lot more efficient. If your team already uses other Atlassian tools, the seamless integration is a massive bonus, making collaboration effortless. Review collected by and hosted on G2.com.

What I dislike about Jira Service Management is that it has a pretty steep learning curve, especially when you’re getting started or trying to set up more complex workflows. Review collected by and hosted on G2.com.

The best about Jira Service Management is that it is easy to use and understand, it was also easy when we tried to implement and integrate the application for our customers. We begin to use the application frequently because of the features it contains, and it makes are ticketing work easy. Review collected by and hosted on G2.com.

I wouldn't be able to find a dislike about Jira while using it. Review collected by and hosted on G2.com.

I've been using JIRA for a few years now, and overall, it's been a solid experience. It integrates well with other Atlassian tools, which is a big plus for our dev and support teams. The interface can be a bit overwhelming at first, especially for non-technical users, but once you're familiar with it, it's pretty efficient. I like the customizable workflows and how tickets are easy to track and prioritize. There are occasional quirks, but nothing that's been a dealbreaker. Definitely a good choice for teams already in the Atlassian ecosystem. Review collected by and hosted on G2.com.

Their AI is still not the best, takes a lot of efforts just to get basic info. Review collected by and hosted on G2.com.

- Automates boring tasks to save time easier for me and team to implement.

- Helping me fix problems quickly and track them well.

- Shows fruitful reports on team performance and issues.

- Working well with other tools like Jira and Confluence.

-Good customer support, Team using frequently. Review collected by and hosted on G2.com.

- Bit complicated and hard to learn for beginners or small teams.

- Pricing is bit high and can get confusing as team grows. Review collected by and hosted on G2.com.

The best thing about Jira Service Management is how easy it is to use, even for users who aren’t as tech-savvy. The interface is intuitive and clean, making it easy for teams to adopt and use right away. The range of features—ticket management, automation, reporting—gives us everything we need to support both internal teams and external customers. Plus, the integration with other Atlassian tools is seamless, which really adds value when managing multiple projects or tasks. Review collected by and hosted on G2.com.

There’s really not much to dislike, but one small area for improvement is the customization options for the UI. While it’s customizable to a point, I think a few more design tweaks could help make it even more user-friendly for specific industries or smaller teams. Review collected by and hosted on G2.com.

Jira Service Management makes it really easy to track, assign, and resolve tickets in a structured way. I like how it integrates well with Confluence and other Atlassian tools. The ability to create custom workflows and SLAs helps us manage internal IT support efficiently. Notifications, escalations, and reporting are also really helpful for tracking performance and staying on top of issues. Review collected by and hosted on G2.com.

For new users it can take some time to get used to the navigation and understand how to configure workflows properly. Also, certain customizations require admin-level access or technical knowledge, which might not be ideal for smaller teams. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is its seamless integration with Jira Software and other Atlassian tools, which makes collaboration between IT, development, and business teams incredibly efficient. The customizable workflows, powerful automation, and real-time SLA tracking help streamline incident and request management, reducing manual effort and improving response times. The user-friendly self-service portal combined with Confluence integration also empowers end users to resolve common issues on their own, which reduces ticket volume and boosts overall productivity. Review collected by and hosted on G2.com.

What I dislike about Jira Service Management is that it can have a steep learning curve, especially for new or non-technical users. The setup and customization process can be time-consuming, and without prior experience, configuring workflows, SLAs, and automation rules may feel overwhelming. Additionally, the performance can slow down with complex configurations or a high volume of tickets, and the cost can scale quickly as more features or users are added, making it less budget-friendly for smaller teams. Review collected by and hosted on G2.com.

I value Jira Service Management’s seamless integration with the broader Atlassian ecosystem. It’s highly configurable, which allows us to tailor workflows, SLAs, and automation rules to fit even the most complex organizational needs. The native support for ITIL practices, along with features like asset and configuration management via Assets (formerly Insight), make it a complete solution for both IT and enterprise service management. Its intuitive queue system, customizable request types, and strong reporting capabilities enable teams to deliver responsive and measurable support. Review collected by and hosted on G2.com.

While powerful, JSM’s flexibility can come at the cost of a steep learning curve for new admins or non-technical stakeholders. Some out-of-the-box experiences, like dashboard visualization or knowledge base linking, could be more user-friendly without requiring additional apps or Confluence licensing. Also, performance can occasionally lag for larger instances or complex workflows, especially without proper governance. Pricing tiers and app dependencies can also become a consideration as the environment scales. Review collected by and hosted on G2.com.

It has a lot of helpful features for handling requests, tracking incidents, and automating tasks, which saves time.

You get clear dashboards and reports, so it’s easy to see what’s working and spot problems.

You can tweak it to fit your team’s needs and connect with tools you’re already using. Review collected by and hosted on G2.com.

Learning all the features can be tough at first—there’s a lot to take in, and it might feel overwhelming.

The interface can look busy, which makes it harder for new users to get started.

Pricing can add up, especially if you go for advanced options. Review collected by and hosted on G2.com.