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.

Honestly, I have no complaints about it; so far, it has worked correctly for me. Review collected by and hosted on G2.com.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.