Jira Service Management Reviews & Product Details

Jira Service Management offers a clean, user-friendly UI for all agents and customers along with seamless integration capability with Jira software enabling smooth collaboration across the IT teams.It also offers very powerful customizable workflows with SLA tracking and allows users to automate rules for streamlined service. Review collected by and hosted on G2.com.

It takes considerable amount of time initially to setup, configure especially in complex project cases.It also demands individual to invest time and learn things

to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons. Review collected by and hosted on G2.com.

Jira is a project management and issue-tracking tool used to manage tickets across multiple clients. It supports custom workflows, issue types, permissions, and automation, making it ideal for tracking tasks, bugs, and service requests in software and IT teams. Review collected by and hosted on G2.com.

Nothing to dislike about the tool, using this tool can manage all tickets Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it seamlessly bridges the gap between IT operations and development teams. Its integration with Jira Software allows for real-time collaboration, faster incident resolution, and greater visibility across the full issue lifecycle. The customizable workflows, SLAs, and automation rules make it highly adaptable to different team needs — which boosts both efficiency and accountability. As someone who values structured yet flexible systems, I find it incredibly powerful for managing service requests, change approvals, and problem tracking in one place. Review collected by and hosted on G2.com.

One limitation I’ve experienced with Jira Service Management is that while it’s very powerful and customizable, the initial setup and configuration can be quite complex—especially for teams without prior experience. Customizing workflows, setting up automation, and managing permissions can require a steep learning curve. Additionally, as the number of projects and issues grows, performance and usability can sometimes be affected without proper maintenance. That said, once it’s well configured, it becomes a very robust and efficient tool.” Review collected by and hosted on G2.com.

Jira Service Management offers a highly customizable and intuitive interface that makes ticket tracking, workflow automation, and incident management extremely efficient. I particularly like how well it integrates with Confluence and other Atlassian tools, allowing seamless documentation and collaboration. The SLA tracking and real-time reporting features help our IT team stay on top of requests and deliver better service. The ability to create custom queues and categorize requests makes it easy to prioritize tasks. Review collected by and hosted on G2.com.

While Jira Service Management is powerful, it can be slightly overwhelming for new users due to its extensive configuration options. The learning curve is steep if you're not familiar with the Atlassian ecosystem. Also, some advanced features are locked behind higher-tier plans, which might be a limitation for small teams. However, once you get used to the interface, the productivity gains make up for the initial complexity. Review collected by and hosted on G2.com.

Amazing - Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams. Review collected by and hosted on G2.com.

Nothing as such- amazing product and its services Review collected by and hosted on G2.com.

It’s extremely useful for managing IT and software development projects. I like how it centralizes requests, tracks issues efficiently, and allows for detailed customization to match project needs. Review collected by and hosted on G2.com.

The interface can be overwhelming for new users, but ones you learn it it it easy to handle Review collected by and hosted on G2.com.

What I like most about Jira Service Management is how easy it makes it for me to track and manage different tasks and requests in one place. I find the real‑time updates and clear dashboards really helpful, and I like that it integrates well with other tools I use. It helps keep everything organized and makes collaboration smoother. Review collected by and hosted on G2.com.

Sometimes it can feel a bit complex at first, especially with so many settings and options. It takes some time to get fully comfortable using all the features. Review collected by and hosted on G2.com.

Is a great ticketing options with the most number of fields where I can populate the minutest of the details of the ticket . Review collected by and hosted on G2.com.

Navigating through the Jira tool can be a challenge as there are so many fields and at times I struggle to get on to the view I saw a few days ago in a ticket to check out few details . Review collected by and hosted on G2.com.

The best thing about Jira Service Management (JSM) is its flexibility and deep integration within the Atlassian ecosystem. This allows for highly customizable workflows and seamless connections with tools like Jira Software and Confluence, empowering efficient service delivery and collaboration across all teams. Review collected by and hosted on G2.com.

What I dislike most about Jira Service Management (JSM) is its complexity and potential for high cost, especially when needing advanced features that often require expensive third-party add-ons. This can lead to a steep learning curve for administrators and unpredictable budgeting. Review collected by and hosted on G2.com.

The project management becomes easy. We get all the updates, development aligned properly so that we get of overview of how everything is going.

Easy to manage and wasy to use. Review collected by and hosted on G2.com.

Nothing as of now but it can be more optimized and also AI can be included integrated so that it makes it more fast Review collected by and hosted on G2.com.