--- 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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SS Sandeep S. IT Specialist Mid-Market (51-1000 emp.) 7/28/2025 "Easy to Use and Reliable" 4/5 What do you like best about Jira Service Management? “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. What do you dislike about Jira Service Management? “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 problems is Jira Service Management solving and how is that benefiting you? “Jira Service Management helps solve the problem of unstructured IT requests and lack of visibility. Instead of handling issues through scattered emails or calls, all requests come into one centralized system where they can be tracked, prioritized, and assigned. For me, this ensures nothing gets missed and SLAs are consistently met. The automation rules reduce repetitive work, like categorizing or routing tickets, which saves time and allows me to focus on actual problem-solving. The built-in knowledge base integration also helps reduce repeat tickets, since users can find solutions themselves. Overall, it improves efficiency, accountability, and user satisfaction, while giving managers clear insights through reports and dashboards.” Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ujjwal K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ujjwal K.") UK Ujjwal K. Senior Operations Analyst Computer Software Mid-Market (51-1000 emp.) 7/28/2025 "very helpful tool in day to day life of office" 5/5 What do you like best about Jira Service Management? 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 do you dislike about Jira Service Management? 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. What problems is Jira Service Management solving and how is that benefiting you? A significant reduction in time spent on manual, routine work. Better clarity and tracking of every issue or change, making both work prioritization and reporting more straightforward. Integrations with tools like Confluence and Slack make cross-team collaboration seamless, so communication is smooth and updates are shared instantly. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Jegatheesh P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jegatheesh P.") JP Jegatheesh P. Cyber Security Engineer Mid-Market (51-1000 emp.) 8/6/2025 "Easy-going Ticketing Tool" 5/5 What do you like best about Jira Service Management? 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. What do you dislike about Jira Service Management? I wouldn't be able to find a dislike about Jira while using it. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? To track all the ticket and incident that occur in our environment and can be able to view back the resolution whenever we required, which is helping us in tracking as well educating the new user by allowing them to view the previous tickets Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Abhishek V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Abhishek V.") AV Abhishek V. Technical account Manager Mid-Market (51-1000 emp.) 7/23/2025 "Best ticketing experience" 4.5/5 What do you like best about Jira Service Management? 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. What do you dislike about Jira Service Management? 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. What problems is Jira Service Management solving and how is that benefiting you? Tracking historical issues, useful email alerts. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Chetana M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Chetana M.") CM Chetana M. IT support Engineer Mid-Market (51-1000 emp.) 7/27/2025 "Comprehensive and Customizable ITSM Tool for Seamless Team Collaboration" 4/5 What do you like best about Jira Service Management? Seamless collaboration between IT teams and development teams. Incidents and service requests can be directly linked to software issues and tracked end-to-end. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The interface and configurations can be overwhelming for new users. Requires time and training to understand workflows, permissions, and automation. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? Problem: Teams used to manage support requests through emails, spreadsheets, or disconnected systems, leading to missed SLAs and poor tracking. Benefit: Jira Service Management centralizes all service requests, incidents, and changes in one place—ensuring clear visibility, better prioritization, and faster resolution. Review collected by and hosted on G2.com. Show More 12/8/2025 Validated ReviewerIncentivizedSource: G2 invite ![Ayush K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ayush K.") AK Ayush K. Senior Software Consultant Mid-Market (51-1000 emp.) 8/5/2025 "Good Features, But a Bit Complex and Pricy" 4/5 What do you like best about Jira Service Management? - 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. What do you dislike about Jira Service Management? - 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. What problems is Jira Service Management solving and how is that benefiting you? - Keeps all support tickets and problems in one place. - Automates routine tasks to save time. - Helps fix issues faster with clear steps. - Makes sure nothing gets missed or forgotten. Review collected by and hosted on G2.com. Show More 8/7/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Sumit C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sumit C.") SC Sumit C. Project Manager Mid-Market (51-1000 emp.) 7/25/2025 "Streamlined, Powerful, and Easy to Use - Jira Service Management Rocks!" 4.5/5 What do you like best about Jira Service Management? 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. What do you dislike about Jira Service Management? 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. What problems is Jira Service Management solving and how is that benefiting you? As a Project Manager, Jira Service Management has solved several key challenges: Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed. Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity. Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates. Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication. Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Michael P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael P.") MP Michael P. Application Support Analyst Information Technology and Services Enterprise (\> 1000 emp.) 12/3/2025 "A saviour that is there all along." 4.5/5 What do you like best about Jira Service Management? This has been one of the most useful tools we have installed alongside our services, making our daily processes much easier and allowing everything to be handled more smoothly each day. Review collected by and hosted on G2.com. What do you dislike about Jira Service Management? The product was in the process of being upgraded, and while I never disliked it, I do think there is room for improvement—specifically, a faster release of updates would be beneficial. Review collected by and hosted on G2.com. What problems is Jira Service Management solving and how is that benefiting you? This provided a simpler way for our team to communicate and share updates internally, and we occasionally used it with external clients too. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Manik S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Manik S.") MS Manik S. Senior System Engineer Enterprise (\> 1000 emp.) 7/28/2025 "Streamlined ticketing system that keeps our IT team on track." 5/5 What do you like best about Jira Service Management? 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. What do you dislike about Jira Service Management? 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 problems is Jira Service Management solving and how is that benefiting you? Jira Service Management helps us manage internal support tickets and incidents efficiently. It keeps our team aligned, tracks SLAs, and gives visibility into ticket status and workload. Logging time for tasks is straightforward, which helps with accountability and reporting. Overall, it’s made our support process more structured and transparent. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![CHANDANA B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "CHANDANA B.") CB CHANDANA B. SDE Enterprise (\> 1000 emp.) 7/23/2025 "Jira Service Management: A Powerful ITSM Tool for Agile and DevOps Teams" 5/5 What do you like best about Jira Service Management? 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 do you dislike about Jira Service Management? 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. What problems is Jira Service Management solving and how is that benefiting you? Jira Service Management brings structure, speed, and transparency to our service operations ,helping us deliver better support while aligning with agile and DevOps practices. Review collected by and hosted on G2.com. Show More Validated 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 is the top-rated video advertising platform for large brands?](https://www.g2.com/discussions/what-is-the-top-rated-video-advertising-platform-for-large-brands)[Is a dedicated yard management system worth the investment for a mid-size warehouse?](https://www.g2.com/discussions/is-a-dedicated-yard-management-system-worth-the-investment-for-a-mid-size-warehouse)[What platform provides the best analytics for billing performance?](https://www.g2.com/discussions/what-platform-provides-the-best-analytics-for-billing-performance) [Best software for revenue management in software companies](https://www.g2.com/discussions/best-software-for-revenue-management-in-software-companies)[What platform integrates PDF editing with cloud storage systems?](https://www.g2.com/discussions/what-platform-integrates-pdf-editing-with-cloud-storage-systems)[Pros and Cons Details](https://www.g2.com/products/jira-service-management/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)