--- title: Jira Service Management Reviews meta_title: 'Jira Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 986 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: 986 scale: '5' date_modified: '2026-09-28' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Jira Service Management Reviews **Vendor:** Atlassian **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 986 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## About Jira Service Management 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. ## Jira Service Management Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users find Jira Service Management's **ease of use** enhances collaboration and streamlines workflows across departments. (46 reviews) - Users value the **seamless integration** with Jira Software and Confluence, enhancing collaboration across teams effectively. (32 reviews) - Users value the **built-in automation** in Jira Service Management, as it significantly reduces manual work and improves efficiency. (31 reviews) - Users value the **user-friendly ticket management** of Jira Service Management, enabling efficient incident tracking and context-rich resolutions. (31 reviews) - Users value the **efficient tracking** in Jira Service Management, enhancing transparency and accountability across teams. (29 reviews) - Users love the **customizable workflows and automation** , enhancing efficiency and adaptability in managing service requests. (28 reviews) - Efficiency (26 reviews) - Customer Support (25 reviews) - Tracking (24 reviews) - Ticketing System (23 reviews) **What users dislike:** - Users struggle with the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams. (33 reviews) - Users find the **steep learning curve** of Jira Service Management challenging, especially for newcomers and non-technical teams. (29 reviews) - Users find the **steep learning curve** of Jira Service Management daunting, impacting adoption and user experience. (28 reviews) - Users find the **complex setup** of Jira Service Management challenging, especially for newcomers and non-technical teams. (22 reviews) - Users find the **UI confusing and overwhelming** , especially for quick tasks and new users navigating the system. (16 reviews) - Expensive (16 reviews) - Complex Administration (13 reviews) - Interface Issues (13 reviews) - Limited Customization (12 reviews) - Difficult Setup (11 reviews) ## Jira Service Management Reviews ### 1. Powerful tool with endless customization **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 05, 2023 **What do you like best about Jira Service Management?** Jira is great for us to interact with both customer's and internally. Being able to link my dev ticket with a customer ticket to make tracking easy and when an issue is resolved it's easy to reach out. **What do you dislike about Jira Service Management?** there isn't enough capabilities for outbound emails. when i send an email ticket out with an attachment the customer does not see it in the email and will need to open up the helpdesk to see the attachments. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira both internally and externally. It is easy to link out a ticket to a colleague and have them see and interact with the same customer or internal ticket. This makes keeping it all centralized and easy to use. ### 2. Easy to manage tasks and projects in a distributed team **Rating:** 5.0/5.0 stars **Reviewed by:** Arun Kumar Jain K. | Vice President, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 02, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Jira Service Management?** 1. The ability to manage teams and tasks across geography and across verticals. 2. The ability to see how well the team is doing, in terms of deadlines, the avg time took to solve a bug, the number of p0 etc. This helps in reflecting what are the areas to improve as a team and function effectively **What do you dislike about Jira Service Management?** There's nothing much to be very honest. Everything works seamlessly and Atlassian is a customer focussed company which keeps collecting feedbacks and improve/implement them. **What problems is Jira Service Management solving and how is that benefiting you?** Effective team functioning (self managed teams) Effective Cross teams collaboration. Effective Cross countries collaboration. Saves time and efforts of engineers. ### 3. Intuitive, configurable and can be used out of the box. **Rating:** 5.0/5.0 stars **Reviewed by:** Paul W. | Delivery Manager - Assurance, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** January 06, 2023 **What do you like best about Jira Service Management?** Easy to use (intuitive) and simple to configure to ensure both internal users and external users (customers) can engage, collaborate and track tickets. User notifications are easy to set up and keeping the customer informed is straightforward. **What do you dislike about Jira Service Management?** If you want a tracking tool out of the box that provides straightforward functionality, then JSM is a great tool. If you want to start performing more advanced tracking functions, automation, aesthetics etc. then everything is an 'add on', so the cost can be inflated quite quickly. I would recommend truly understanding your requirements to ensure JSM is fit for your purpose out of the box before proceeding to ensure you're aware of future costs. **What problems is Jira Service Management solving and how is that benefiting you?** It's a very stable platform that empowers your own staff to configure to meet your own business' needs. This allows us to engage with customers and suppliers in a simple manner, providing them with a great user experience. ### 4. Jira **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **AI Translated:** This review has been translated from English using AI. **Reviewed Date:** July 04, 2023 **What do you like best about Jira Service Management?** The easy navigation to the different portals and the speed of the webpages. They load immediately. **What do you dislike about Jira Service Management?** It is not possible to create (sub)tasks in tickets. **What problems is Jira Service Management solving and how is that benefiting you?** I work in a store and if something breaks (software, hardware, furniture, building), I can quickly create a ticket in Jira and tag colleagues who need to be informed. ### 5. Explore and review of jira service management **Rating:** 5.0/5.0 stars **Reviewed by:** Shweta D. | Process Developer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 16, 2023 **What do you like best about Jira Service Management?** It is very user friendly. Very easy to track the ticket. It provide customized workflow so we can design as per our requirement.we can integrate with other tools. **What do you dislike about Jira Service Management?** Currently I'm not seeing any issues but data import can be improved. **What problems is Jira Service Management solving and how is that benefiting you?** It helps me to track and manage it ticket over the organisation. ### 6. Jira for project management **Rating:** 5.0/5.0 stars **Reviewed by:** Anne-Marie C. | Présidente-fondatrice, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** June 22, 2023 **What do you like best about Jira Service Management?** Jira is free for up to 10 users to manage many projects. **What do you dislike about Jira Service Management?** It would be nice to have premium features for free too. **What problems is Jira Service Management solving and how is that benefiting you?** With this software we can manage many projects at the same time. ### 7. Jira service Management review and overview **Rating:** 5.0/5.0 stars **Reviewed by:** Rajwant P. | Software Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 04, 2023 **What do you like best about Jira Service Management?** It helps to manage team and task across the globe. Easy to track how the team is doing and can track deadline. Easy to use and user friendly. Documentation part is also great. **What do you dislike about Jira Service Management?** Cost is little bit high for small organisation. Mob software jira should be improved. **What problems is Jira Service Management solving and how is that benefiting you?** We usually used jira to assign story to associate in sprint ### 8. Great tool to track work flow within Team **Rating:** 5.0/5.0 stars **Reviewed by:** Prajna B. | engineer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 10, 2023 **What do you like best about Jira Service Management?** 1. Easy to use and understand 2. Seamless integration with other tools. 3. Great documentation across various use cases. 4. Brings visibility of work that is being done in a team 5. Helps to track progress, deadlines and contribution of team members **What do you dislike about Jira Service Management?** Some documentations are hard to understand, making Jira ineffective to use. More documentation and on-chat support can be helpful to achieve clarity on usage and setup of same. **What problems is Jira Service Management solving and how is that benefiting you?** 1. Workflow management 2. Tracking of work of team members 3. Incident management 4. Resolving issues before the deadline 5. Helps to recognize what issues clients are facing to improve the existing system. ### 9. Used for a few months. **Rating:** 3.0/5.0 stars **Reviewed by:** Yusuke S. | Human Resources, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 05, 2023 **What do you like best about Jira Service Management?** Jira Service Management provides a comprehensive solution for managing service requests and incidents. Its customizable workflows, integration with other tools, reporting and analytics, and self-service portal are some of the key features that make it a popular choice among organizations. **What do you dislike about Jira Service Management?** It may take some time to get used to the tool and learn how to use its various features effectively. **What problems is Jira Service Management solving and how is that benefiting you?** Record helpdesk responses and refer to similar cases ### 10. Jira review **Rating:** 5.0/5.0 stars **Reviewed by:** Ankit P. | Software QA Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 07, 2023 **What do you like best about Jira Service Management?** Jira is easy to setup team scrum board and smoothly access to track agile methodology in team with create multiple teams and track those in one scrum board and managing **What do you dislike about Jira Service Management?** Jira service should work more on data importing so that we can add more thing in bulk using external files using excel or other documents. To avoid less manual efforts **What problems is Jira Service Management solving and how is that benefiting you?** It helps to create ticket assign and manage and helps to track each activity for scrum master and manager level person and we can generate report and piechart for presentation ### 11. Easy to organise and add tasks, Easy to create Service Level Agreements & assign people **Rating:** 4.5/5.0 stars **Reviewed by:** Subhajit S. | Security Engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 13, 2022 **What do you like best about Jira Service Management?** Every team member can create projects that can be shared within the team, which includes all the transparency, Ease of assigning people, Easy tracking system Integration options to automate the workflows. **What do you dislike about Jira Service Management?** It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out. **What problems is Jira Service Management solving and how is that benefiting you?** Visibility for the entire team by logging the requests in a central repository. Tracking of issues and response time to client has been improved. Automated ticket routing enables users to take up tasks instantly. ### 12. Jira is best for tracking so many things **Rating:** 4.5/5.0 stars **Reviewed by:** ɴᴀɴᴅʟᴀʟ . | Sᴏғᴛᴡᴀʀᴇ Aɴᴀʟʏsᴛ, IT Dᴇᴘʟᴏʏᴍᴇɴᴛ, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** December 01, 2022 **What do you like best about Jira Service Management?** I have been using Jira for the last 5 years and I see a significant improvement every time. We have been able to log work and added SLA and track the work done by other teams very efficiently **What do you dislike about Jira Service Management?** I would like to see a mailing system integrated with Jira around SLA misses. **What problems is Jira Service Management solving and how is that benefiting you?** It helps to assign and resolve incidents within the team and all members can privately and publicly comment on the same ticket and log work. This makes it an amazing tool ### 13. IT and tech support Ticket Resolution Platform as very recommended software for Technology Industry **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 30, 2022 **What do you like best about Jira Service Management?** * Raise a ticket for IT and tech support to resolve issues with TAT to solve problems. *Tools of various levels to help work smoothly and create a natural workflow. *Various levels of SPOC will connect and collaborate well with this platform. **What do you dislike about Jira Service Management?** *The mobile software app of Jira doesn't work great. *It allows working with heavy-sized files. *Customers can access this software due to protection. *Need to improve UI. **What problems is Jira Service Management solving and how is that benefiting you?** Any issues regarding tech support, IT help desk can be escalated to various SPOC levels and solved in turnaround time. Benefits of raising a ticket to solve problems and work smoothly, breaking hurdles. ### 14. Tailor your business processes to the way you work **Rating:** 4.5/5.0 stars **Reviewed by:** ALPER S. | System Infrastructure and Automation Expert, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 20, 2022 **What do you like best about Jira Service Management?** You can assign all requests and referrals to the Operations and support teams within the company to the team or person you want through this application. You can integrate the application with many different applications and use it easily. I can say that the interface is really simple and understandable. In addition, you can receive notifications and follow up the requests received outside of working hours via devices such as mobile and tablet and prioritize the requests. I can say that it is the application where all job demand situations within the company are managed from here. I am extremely satisfied. **What do you dislike about Jira Service Management?** I did not encounter any negative situation. **What problems is Jira Service Management solving and how is that benefiting you?** I can say that it is an application directed by all business demand situations within the company. The perfect app for job tracking. ### 15. Best software to handle customer needs **Rating:** 4.5/5.0 stars **Reviewed by:** Przemysław L. | frontend developer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 02, 2022 **What do you like best about Jira Service Management?** Jira can be both easy to use and extremely complicated. It's up to the project admin which case it will be. From the customer side, it can be a quick form, but for support guys, the ticket made by the customer can be a big task **What do you dislike about Jira Service Management?** The number of automation that are running globally shouldn't be limited. There were several times when it could save the admin from the trouble of using third-party tools just to unite 2 projects **What problems is Jira Service Management solving and how is that benefiting you?** It made it easy for onsite employees to tell the business what should be done to make their work more effective. Customer can quickly create a task that will be assigned to proper person and that fellow will deal with it very quickly most of the times ### 16. Best product for project Management. **Rating:** 4.5/5.0 stars **Reviewed by:** Mritunjay K. | Solution Consultant III, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** November 02, 2022 **What do you like best about Jira Service Management?** Jira is one of best product for managing the projects. It has story, story points, estimation, tasks, and hours claimed for associates on specific story. There are several tools which are quite useful. **What do you dislike about Jira Service Management?** The UI is little bit complex. Lack of self tutorials No demo and sufficient info for helps. Tools are merged into other tools which is a little bit conplex Too much functionality. **What problems is Jira Service Management solving and how is that benefiting you?** In our projects we usually use Jira to assign story to associates in each sprint. ### 17. Good application to track application defects and TCs. **Rating:** 4.5/5.0 stars **Reviewed by:** Kranthi K. | QA Test Engineer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 15, 2022 **What do you like best about Jira Service Management?** 1. It's easy to use.
2. Anyone can understand easily.
3. Easy to create filters to get the exact results. **What do you dislike about Jira Service Management?** Larger comments it will not support. It has character length in comments section.

Sol:
In my scenario, I am trying to add TCs as comments, sometimes I will add larger TCs. So allow unlimited character so, no one will face the same issue again. **What problems is Jira Service Management solving and how is that benefiting you?** I used JIRA as a test engineer.

1. To create defects for the product.
2. Attached the larger files to the defects.
3. Updating/Modifying the existing defects.
4. Creating filters to fetch exact data. ### 18. Good tool to list request and manage the request assignment **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 29, 2023 **What do you like best about Jira Service Management?** You can register unlimited customer, this way you can get all of your stakeholders to be part of the ticketing system. **What do you dislike about Jira Service Management?** it's not that cheap if you have lots of agent **What problems is Jira Service Management solving and how is that benefiting you?** You can easily manage the number of requests and allocate it to your available resources ### 19. Atlassian's IT Service Management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Sebastian V. | IT Governance Manager, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 28, 2022 **What do you like best about Jira Service Management?** Jira Service Management is very well configured to get the most out of the tool without much initial configuration. Of course it can be customized with lots of different options to make it work as desired. **What do you dislike about Jira Service Management?** Signing into the customer portal requires the user to sign in to the parent Jira site first because of our SSO implementation. **What problems is Jira Service Management solving and how is that benefiting you?** We used to have a regular Jira project for our Corp IT team. We configured our new project under Jira Service Management and have gained great insights into our common types of service requests, SLAs, ticket distribution, etc. ### 20. very good IT services management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rana G. | Network Manager, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 01, 2023 **What do you like best about Jira Service Management?** Task management across the departments. Incident Management Change control Review before submitting Flexible and Customisable Problem Resolution Management cards. Dashboards and Workflows Ticketing **What do you dislike about Jira Service Management?** very slow interface need to add more features **What problems is Jira Service Management solving and how is that benefiting you?** Incident management and Analysis of root cause Keep track of change control Ticketing for Deployment etc ### 21. Jira SM is our go-to for handling customer tickets **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 25, 2023 **What do you like best about Jira Service Management?** Good interface, workflow automations, collaboration, integrations with multiple platforms. **What do you dislike about Jira Service Management?** We haven't faced anything that we dislike so far. **What problems is Jira Service Management solving and how is that benefiting you?** It has helped us get in touch with our leads and customers efficiently, while also allowing us to discuss matters internally within the platform before responding. ### 22. Best ticketing tool ever **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 23, 2022 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Jira Service Management?** Jira has some initial learning curve to understand. Although, once you know it, Jira is a powerful tool for managing and tracking tickets for internal projects and workflows. You can set up the dashboards in minutes and get total control over the number of requests you are getting. It brings instant visibility into the ticket queue and configures the trends and analytics of the tickets. **What do you dislike about Jira Service Management?** I don't have major dislikes. If I have to critique, I would say Jira does not have an easy Slack and Zendesk integration. The UI is old-school style but still works as it can perform the duties. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira or an internal ticketing system and track projects and workflows. More importantly, we use the time tracking widget in Jira, which gives us complete visibility into where we spend most of the time. ### 23. Enterprise Grade ITSM! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 08, 2022 **What do you like best about Jira Service Management?** Jira is a very easy tool to use especially in a large organization with many users working in different areas of a project. There is a roll out learning curve but overall works very well! **What do you dislike about Jira Service Management?** The roll out and the training / customization of the fields does require a bit of a steep learning curve. Additionally, the system didn't feel as mobile friendly as it should be. **What problems is Jira Service Management solving and how is that benefiting you?** We use this for bug and task tracking as well as correlation between our CRM to customer support for the service desk management. It streamlines our processes and allows a single dashboard to view all functions for a project (internal + external) ### 24. Agile oriented service management tool. **Rating:** 3.5/5.0 stars **Reviewed by:** sarath k. | Associate Consultant, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 12, 2022 **What do you like best about Jira Service Management?** Seamlessly integrated with any third party application like monitoring tool, testing tools and Jira has a self service feature where an individual can raise incident, change and request without depending on service desk team. **What do you dislike about Jira Service Management?** Initial setup of jira tool is quite complex. We might require someone vendor expertise to build. It provides lot of features, which might looks UI jam-packed and leisurely to load. **What problems is Jira Service Management solving and how is that benefiting you?** Automated routing if tickets can be done based in the user specific custom keywords. ### 25. Not a Fan **Rating:** 1.0/5.0 stars **Reviewed by:** Lyn J. | M, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 03, 2022 **What do you like best about Jira Service Management?** I like the fact that Jira is app based. Otherwise... **What do you dislike about Jira Service Management?** I find this system extremely difficult to use, it has no intuitive qualities and makes it is really hard to follow the status of a request or collaborative effort. I would prefer almost any other system to this one alas I would seem to be stuck in non-paradise. I also hate the ability of one collaborator to end the process/request while the others get o notice of the same. **What problems is Jira Service Management solving and how is that benefiting you?** IT collaborative effort but it doesn't truly meet the need/does not bridge the gap that it is intended to. I hate having to resubmit multiple times to get something accomplished. ### 26. Flexile and powerful project management and documentation tool **Rating:** 4.0/5.0 stars **Reviewed by:** Koushik Shankar Ram R. | Team Leader - FileMaker, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 28, 2022 **What do you like best about Jira Service Management?** I love that my entire team can view all relevant issues to their work without relying on others remembering to copy them on an email train. We have cut down on processing time for many of our tasks, resulting in happier departments and staff members. It is so easy to track where in the process a task is, reducing confusion for our internal staff as well. **What do you dislike about Jira Service Management?** I wish that Jira Service would integrate with Smartsheet. We use Smartsheet very heavily as our other primary software for business use in our units. The learning curve to use Jira Service is also fairly steep, and took hundreds of hours of preparation and troubleshooting when we couldn't find easy answers to our questions in the Jira resource center. **What problems is Jira Service Management solving and how is that benefiting you?** We were able to embrace and execute it in a new way of thinking, incident management, which brings together agile development and operations teams, thanks to our work with Jira. Furthermore, the cost-effectiveness is favorable. The capacity to mix internal and external difficulties from a variety of perspectives. The user interface is simple for many people, and issue solving is not confined to engineers. ### 27. Jira Service Management help us to accomplish the customer satisfaction in our organization. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 21, 2022 **What do you like best about Jira Service Management?** Ticket administration. Integration with Opsgenie. **What do you dislike about Jira Service Management?** When you reply to a ticket, it doesn't have too many text formats. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira for managed service support. Also, for project management. It helps us to keep all customer requirements in order and complete tasks on time. ### 28. Jira is an excellent tool for project management **Rating:** 5.0/5.0 stars **Reviewed by:** Sonu Kumar S. | Consultant, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 27, 2022 **What do you like best about Jira Service Management?** Jira is an excellent tool for project management. Best part is we can create and track multiple things like feature, related stories, task, incident and much more. It even gives us confluence where we can create documents, guide and all with different different templates which can be further useful for other team members. **What do you dislike about Jira Service Management?** Nothing much to dislike but one thing i would like to highlight, as part of integration with other systems we see a minor issue with the mapping, special if we have integrated jira with service now. Example: in service now we have mentioned any text like hello "world" Then in jira it shows as hello "world" **What problems is Jira Service Management solving and how is that benefiting you?** It's good that we can track our backlog tickets, stories, even if it is part of past sprints or PI. It really helps us to maintain our efforts, comments and activities. Even useful for follow up. ### 29. Jira Service Management- Best tool for Project Managers **Rating:** 4.5/5.0 stars **Reviewed by:** Kaniz F. | Business Analyst, Computer Software, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 15, 2022 **What do you like best about Jira Service Management?** It is a benefit to using this tool as it makes it easy to use other Jira tools. It provides confluence where the documentation and guide can be created using different templates and it is helpful for our entire team. **What do you dislike about Jira Service Management?** I didn't find any major issues with Jira but only one suggestion is that it can use simple use cases. **What problems is Jira Service Management solving and how is that benefiting you?** Using Jira as our service management tool was a great decision, it made the work transparent. Our Devs can easily find and track issues and limit the number of meetings. ### 30. Awesome product for agile methodology implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Shadab A. | Systems Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 13, 2022 **What do you like best about Jira Service Management?** The way we can add all details in tasks and can create sub tasks. **What do you dislike about Jira Service Management?** Nothing much but GUI can be more user friendly. Sometimes new user struggle from where he can see projects. **What problems is Jira Service Management solving and how is that benefiting you?** It is an efforts tracking and issue tracking tool for agile methodologies. ### 31. Best tool for ITSM - JIRA **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 16, 2022 **What do you like best about Jira Service Management?** Its ability to integrate with other applications and really easy and user-friendliness of the system sets it ahead of other products. **What do you dislike about Jira Service Management?** Even though end users love to use it, managing the portal for Admins is a little nightmare and requires thorough knowledge. **What problems is Jira Service Management solving and how is that benefiting you?** After implementing Jira, there were a lot of positive comments from end users. It is really easy for them to track where their ticket is positioned and there is no need for any reminders. ### 32. The Best Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Kaitylyn W. | Senior Account Executive, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 08, 2022 **What do you like best about Jira Service Management?** Jira's service desk is well-organized in terms of ticket management, which is a feature I like. You can view the priority of each ticket, from highest to lowest, along with a remark section and a list of individuals to whom you may allocate the work. **What do you dislike about Jira Service Management?** From my perspective, there is nothing I dislike. Another recommendation is to create a service desk app for Jira, which is more user-friendly than launching it in a browser. **What problems is Jira Service Management solving and how is that benefiting you?** Jira Support Desk is how we receive customer service emails, and it enables us to track them, reply to them, forward them to other departments, and link them to known issues. ### 33. Great service management tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Aboudi O. | VP Experience, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 23, 2021 **What do you like best about Jira Service Management?** I love that this is a Jira product so it makes it really easy to leverage other Jira tools to monitor, track, and follow up on tickets created by clients making coordinating between our CS and Dev department more streamlined. **What do you dislike about Jira Service Management?** A missing feature that would facilitate using this platform is the ability to create companies and employees in these companies to make it easier to track specific company tickets. **Recommendations to others considering Jira Service Management:** There are many Ticket creation platforms to consider, but if your team already uses Jira, this is a no-brainer. **What problems is Jira Service Management solving and how is that benefiting you?** We are solving two main issues: - CS team - JSM is helping our CS team from being inundated with calls and emails since clients can go to JSM and create a ticket with issues they face. - Dev team - JSM helps track pending issues and reduces the need for CS-Dev meetings and interaction, helping everyone be more productive. ### 34. Jira service management as ITSM tool **Rating:** 3.0/5.0 stars **Reviewed by:** Avni B. | IT Analyst, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 01, 2022 **What do you like best about Jira Service Management?** 1. As it is an ITSM tool, it provides most of the features that an ITSM tool should have, like SLA, priority, etc.
2. Being a product of Atlassian, it has good integration with Atlassian and non-Atlassian tools.
3. Integration with Opsgenie makes it more powerful. **What do you dislike about Jira Service Management?** 1. It is a little expensive compared to competitors.
2. Jira Service Management has no automation rule on the server variant, which helps in achieving more customization.
3. Cost is mostly on a user basis, so for smaller organizations, it can be expensive. **Recommendations to others considering Jira Service Management:** It is a good tool to consider as it has good integration with Atlassian and non-Atlassian tools. **What problems is Jira Service Management solving and how is that benefiting you?** 1. To integrate monitoring tools with Opsgenie and Opsgenie with Jira Service Management so that whenever any application is down or any issue is reported by the monitoring tool, it will create an Opsgenie alert through integration with JSM. Opsgenie alert creates a JSM ticket, allowing better tracking of issues and ensuring they are fixed as per SLA. ### 35. Jira is very good service management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Vishwam R. | Product management, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 06, 2022 **What do you like best about Jira Service Management?** Jira has very good workflow for each service request created and it would help us manage all the incidents. **What do you dislike about Jira Service Management?** The incident management forms requires more options to cover all different types of incidents in an organization. **What problems is Jira Service Management solving and how is that benefiting you?** It helps us to manage the projects by helping the team to review all the requests created by different team members ### 36. One of the best in the business! **Rating:** 4.5/5.0 stars **Reviewed by:** Shreya . | Package Specialist, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 28, 2022 **What do you like best about Jira Service Management?** Project flexibility, Agile, Scrum & Kanban boards, and Reports & Insights. **What do you dislike about Jira Service Management?** Complicated User Interface and No In-build timeline. Makes it challenging to track projects. **What problems is Jira Service Management solving and how is that benefiting you?** Project Management & Ticketing System ### 37. Great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 24, 2022 **What do you like best about Jira Service Management?** Managing the change management process through Jira is one of the best ways and I believe it is widely used. There are options to integrate with almost all the known CRM tools. **What do you dislike about Jira Service Management?** Nothing so far, everything is pretty smooth **What problems is Jira Service Management solving and how is that benefiting you?** Managing change management tickets and we also used it as our support portal ### 38. Review for JIRA **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google One Tap using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 06, 2022 **What do you like best about Jira Service Management?** We can easily raise any escalation-related issue on JIRA and track them properly **What do you dislike about Jira Service Management?** It's a bit clustered and sometimes difficult to find the issue **What problems is Jira Service Management solving and how is that benefiting you?** Tracking all my escalations at one place ### 39. JIRA is best for project management. **Rating:** 5.0/5.0 stars **Reviewed by:** Anirban B. | Software Engineer, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 23, 2022 **What do you like best about Jira Service Management?** Jira is easy to use. Admin and user both can track everything from here. Also we can do many customisation here. **What do you dislike about Jira Service Management?** I couldn't find any things wrong here. I am using from last 2 years. But couldn't find a single bug. **What problems is Jira Service Management solving and how is that benefiting you?** Admin can assign issue to the employees from Jira. They can track the status also. User get notifications when admin assign any issue to him. ### 40. Count on us for best experience of IT service management and optimization of work tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Shrinkhala S. | Deputy General Manager, Management Consulting, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 08, 2021 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Jira Service Management?** The categorization of issues has been streamlined due to JIRA. It helps track incidents and provides timely resolution of the incidents/matters. Managing numerous client queries is just a tap away. This IT support management helps in retaining clients by maximizing and optimizing the outputs and expectation **What do you dislike about Jira Service Management?** Technical error and delay from the backhand customer support team in the timely resolution of incidents/queries are often troublesome.Looking forward to an untroubled professional experience forever **Recommendations to others considering Jira Service Management:** Are you looking for optimization of your work output? Go for Jira Service Management and maximize your outcome by reducing your work troubles and issues by correctly categorizing incidents, tracking, and timely review and resolution. **What problems is Jira Service Management solving and how is that benefiting you?** Client expectation is met realistically. Work tasks are segregated and prioritised in a desired way. The tracking and timeliness of output have significantly improved. The project timelines are better, and the reoccurrence of similar issues is drastically reduced. ### 41. Very functional but really complicated **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 04, 2022 **What do you like best about Jira Service Management?** The apparent simplicity of the process. **What do you dislike about Jira Service Management?** The way to set up the projects is not intuitive **What problems is Jira Service Management solving and how is that benefiting you?** We have an easy way to manage our Product Support ### 42. A good SM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Glen Elvis M. | Robotic Process Automation BA / Consultant, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 07, 2022 **What do you like best about Jira Service Management?** Easy interface, amazing UI. The UX is user friendly. Out of the box Service Desk is very user friendly and the inbuilt workflows and the widgets are intuitive and easy **What do you dislike about Jira Service Management?** The visual elements of the reports should have been better. And the reports like SLA reports etc should have more customizable options. AI assisted analytics would be a good addition to the atlassian JSM suite **What problems is Jira Service Management solving and how is that benefiting you?** Internal SD, SD for clients, Service management and portal for customer care agents and external clients. Product support and collection of pool of ideas for enhancements ### 43. ITSM solutions for teams of all sizes **Rating:** 5.0/5.0 stars **Reviewed by:** Dan W. | Support Analyst, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 17, 2021 **What do you like best about Jira Service Management?** Jira Service Management (JSM) provides both an internal and customer facing configuration that can be split and individualized with as many different users and configurations that you want. **What do you dislike about Jira Service Management?** It can be overwhelming to set up a basic business. If you have multiple teams and customer groups, then the complex schemes are a dream. But if you only need to set up a portal for your customers to report problems, there are a lot of extras you need to wade through. **What problems is Jira Service Management solving and how is that benefiting you?** We are now able to route our customer requests to different service teams and provide some deflection using a knowledge base. It also gives us the necessary reports and metrics to improve our service teams. ### 44. Jira services review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 05, 2022 **What do you like best about Jira Service Management?** The interface of jira is very user friendly, which helps to collaborate multiple teams to work together. User can connect the service desk tickets to find root cause before causing the trouble. **What do you dislike about Jira Service Management?** There can be more customisable fields for report section which will help to present results in better way. There is no auto call back option if ticket get deleted accidentally. **What problems is Jira Service Management solving and how is that benefiting you?** It requires proper configuration to see it's fullest potential. It's visual scripting and workflows tools are really useful and easy to learn except for the unexpected breakouts ### 45. A good Service management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 06, 2022 **What do you like best about Jira Service Management?** Out of the box feature set especially the helpdesk. The atlassian workflows are good and easy to configure. Features like inbuilt SLA reports, Dashboard widgets etc are very useful. Easy and intuitive to use. Very user-friendly UI. UX is awesome **What do you dislike about Jira Service Management?** Start of week is sunday and cannot be changed and this has led us to using workarounds like SOW + 1D etc to make it Monday. This is a very easy configuration and should have been provided by Atlassian. The visual elements of the reports are not configurable. **What problems is Jira Service Management solving and how is that benefiting you?** Internal and External helpdesk and service desk. We are the atlassian consultants for may of the clients. Their whole service management runs on Atlassian JSM and software development on Jira Software. ### 46. Jira Service Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 06, 2022 **What do you like best about Jira Service Management?** Jira Service Management enables us to keep track of all the incoming issues for IT to deal with. There are automation rules to configure, and metrics can be exported to measure your team's effectiveness. **What do you dislike about Jira Service Management?** The back end can be very daunting if custom configuration is required. There are many levels of interdependent settings which need to be lined up to function properly. **What problems is Jira Service Management solving and how is that benefiting you?** Previously, IT related issues were being reported haphazardly through whichever platform the reporter happened to be looking at at the time. This was too chaotic to be scalable as the company grew. The Jira Service Management console has allowed us to have proper queuing of issues with paths for escalation and proper SLA monitoring. ### 47. One Stop Solution for Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 12, 2022 **What do you like best about Jira Service Management?** In these times when the way of working is changing to a teleworking position it is important to be able to have a correct management of the tasks of the team, I love the function "add a participant", I end up highlighting that once a project has started, finding and managing things and having a track is really easy comparatively. The ease of use is the most useful nowadays, for beginners or people who have a hard time handling some products so this application is preferred to use, it is quickly and you can incorporate more than 100 people and desktops in a period of two weeks improved the workflow of the organization, it is also very easy to use when it comes to handling incident tickets. You can also generate reports to better interpret the number of tickets we handle every day. The support is very fast and has solved our problems through TeamViewer as a quick fix, so we didn't have to wait for our admin. **What do you dislike about Jira Service Management?** It usually happens that updates; has problems that take time to update or sometimes generate errors. Of the rest it is excellent. **Recommendations to others considering Jira Service Management:** It is a quality and excellent product, for its great technical support service and for its specific documentation, installing the software is complete and very useful for everyone. **What problems is Jira Service Management solving and how is that benefiting you?** It is an excellent tool to keep track of all tickets and download all tickets in excel format with all comments and attachments, plus we can track and perform tasks comfortably when working between several domains. It helps you greatly for the workflows of the organization that are designed as a versatile administrator and he keep track of all the software, resources, market, development, finance, human resources, constitutional and audit processes, an extraordinary application. For tickets with Jira Service it is easy to solve the problem because there is a specific answer where you can simply click, it is very organized when it comes to handling tickets to solve. ### 48. A great CI CD tool, that I like to use every day during my work day **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham C. | System Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 16, 2021 **What do you like best about Jira Service Management?** The UI UX of jeera is very good and to the point. Also, jeera has proper field to describe and categorise the issue.Overall it's very easy to work on jeera as it has all the things that a developer should know about his issue. **What do you dislike about Jira Service Management?** There is nothing as such I dislike about Jeera software but yes they can certainly a little bit to add more subfields soo that the one who is raising the issue should not miss the details. **Recommendations to others considering Jira Service Management:** It's a great tool for incident management, you should definitely go for it. **What problems is Jira Service Management solving and how is that benefiting you?** We use it for tracking issues and incident that generally occur during development. It's a good way to solve issues and jeera provide us an easy way to track and patch those. ### 49. Good tool for monitoring and tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Alfaiz K. | W, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 27, 2022 **What do you like best about Jira Service Management?** Jira tool is best for tracking and monitoring the issues, bugs or any tickets. Email notification features let the person know that someone raised the ticket for you is the best thing I can think of. Apart from this, you can create your own customised dashboard with analysis and insights. **What do you dislike about Jira Service Management?** Nothing till now. Email notifications delayed sometimes. **What problems is Jira Service Management solving and how is that benefiting you?** We use Jira for raise issue otlr bugs, Creating the task for project and incident management. ### 50. JIRA - A Project Management Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 06, 2022 **What do you like best about Jira Service Management?** The UI of Jira is great and it's very simple to work with JIRA. The best part is there is an email notification feature when someone raised a ticket, there is also a separate section for updating the comment for the ticket. **What do you dislike about Jira Service Management?** I am using JIRA for the last couple of years and I didn't find anything odd as of now. **What problems is Jira Service Management solving and how is that benefiting you?** We are using JIRA in our current organization and we are able to assign work to different team members and easy to keep the track of all the tickets. ## Jira Service Management Discussions - [Timer?](https://www.g2.com/discussions/timer) - 1 comment, 2 upvotes - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) - 1 comment, 1 upvote - [How does the licensing system work?](https://www.g2.com/discussions/32713-how-does-the-licensing-system-work) - 1 comment, 1 upvote - [Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?](https://www.g2.com/discussions/do-i-need-to-have-the-same-number-of-jira-software-and-jira-service-desk-licenses) - 1 comment, 1 upvote - [View Jira Service Management pricing details and edition comparison](https://www.g2.com/products/jira-service-management/reviews?page=6&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-09-28+16%3A07%3A12+-0500&secure%5Bsession_id%5D=2a389603-9a95-45a7-9da6-44c8e411a0f6&secure%5Btoken%5D=4af6c12e3d7c461786d0bdc66e9bb2ed67cba1a448efa7033792e4be03e82aae&format=llm_user) ## Jira Service Management Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Jira Service Management Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,311 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (245 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,863 reviews)