I’ve mostly used Jira Service Management from the requester side to raise IT-related tickets and track them through to resolution. Overall, the process is straightforward: I can submit an issue, attach screenshots when needed, and monitor the status without having to chase updates through email.

What I appreciate most is the visibility. I can always see whether a ticket is waiting for approval, assigned to someone, in progress, or completed. When I need software access, hardware, or general help from the IT team, everything goes through one place, which helps ensure nothing gets missed or lost.

The notifications are helpful as well, since I know when someone has updated the ticket or when they need more information from me. It makes communication smoother and a lot easier to manage. Review collected by and hosted on G2.com.

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use. Review collected by and hosted on G2.com.

The UI/UX is easy to navigate between different queries Review collected by and hosted on G2.com.

For some people the interface might be a little tricky Review collected by and hosted on G2.com.

The automation and workflow options are really useful. I also like how easy it is to customize ticket fields, create different workflows, and get updates on ticket progress. It makes day-to-day IT support work more organized and easier to manage. Review collected by and hosted on G2.com.

The reporting and dashboard options could be more flexible. Some advanced features also take time to understand and configure. Better customization and simpler setup would make the overall experience even better. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility.

I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues. Review collected by and hosted on G2.com.

One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.

I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process. Review collected by and hosted on G2.com.

Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved. Review collected by and hosted on G2.com.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Review collected by and hosted on G2.com.

JIRA Service Management is really valuable for tracking issues, sharing updates, collaborating with theinternal support team responsible for resolving problems, and we can document the incidents for knowledge management. By using JIRA JSM as the Blue Yonder Product teams internal Ticketing system, we saw a noticeable improvements in our Mean Time to Resolution (MTTR) and Service Level Agreements (SLAs), which resulted in increased operational efficiency when addressing issues. Review collected by and hosted on G2.com.

Renewal costs, and customers sometimes face obstacles when it comes to tools integration. Furthermore, the Atlassian JIRA support team could improve their assistance to users by undergoing more formal training. Review collected by and hosted on G2.com.

I really like the data-driven approach and the ticket alerts. As a developer, it’s one of the most convenient features, and it saves me a lot of time. Another feature I use consistently is epics and webhooks, which I find to be much better than what I’ve seen in other tools. Review collected by and hosted on G2.com.

Adjusting backend settings—like ticket workflows, backup administration, user management, and fields—doesn’t feel very well defined and often seems fragmented. Because of that, it can sometimes take extra time to get everything set up the way I want.

Also I can’t combine tickets and have to mark as a duplicate for more. Review collected by and hosted on G2.com.

I have just finished a massive digital transformation project for a leisure cruise travel client, where we orchestrated changes across Salesforce and Couchbase, as well as a legacy IBM Mainframe and a Snowflake database. Jira Service Management was the glue that held our overall delivery and time tracking together across a multi-vendor, multi-continental team.

Creating Epics, Stories, Defects, and spikes effortlessly, along with backlog grooming, really supported our scrum team (and eventually our scrum-of-scrums team). The ability to create defects and link them to Stories and the relevant Epics helped us track delivery quality and gave leadership clearer feedback on code quality. JIRA also provided strong insights for high-level leadership, with the visibility they needed to analyze overall team velocity and spot multi-vendor bottlenecks ahead of time. Review collected by and hosted on G2.com.

I’ve been using JIRA for the past few years, and so far I haven’t run into any issues with it. I haven’t had problems with pricing or with creating workflows—everything has worked perfectly fine for me. Review collected by and hosted on G2.com.

What I like best about Jira Service Management is that I don’t have to keep following up on emails to know what’s happening with my request. Whenever I raise a ticket, I can easily check the status and see updates in one place. It’s pretty straightforward to use, even for someone who isn’t from a technical background. I also like that nothing gets lost in long email chains anymore. It has made it much easier for me to reach the right team and get issues resolved faster. Review collected by and hosted on G2.com.

when you’re trying to find specific information, especially if there are a lot of tickets and updates. The interface has many options, which is useful, but for occasional users it can take some time to figure out where everything is. Also, some notifications can be repetitive, and I end up receiving more emails than I really need. Review collected by and hosted on G2.com.

We have been using Jira software for a couple of years now, and it has helped us a lot, especially with task optimisation, clearer pipelines, and better resource allocation. In short, I’d put it this way: project management without Jira wouldn’t be possible for us, especially with their AI power tool. Review collected by and hosted on G2.com.

I believe the pricing can be much better, and sometimes we feel lag when it comes to shifting the view of tiles, so that is something which we don’t like, but otherwise, I feel I mean the premium or the premium pricing can be little more better Review collected by and hosted on G2.com.