G2

Daniel V.

IT Manager

Mid-Market (51-1000 emp.)

12/18/2025

"Effortless Support and Seamless Integration for All Teams"

5/5

What do you like best about Jira Service Management?

What I like best about Jira Service Management is the ease of use for both IT (and even non-IT teams) to provide great customer support, easily integrating all the number of features Atlassian has to offer, into our environment. Our teams are able to use it every day and and not be annoyed with it, compared to other ITSM solutions. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com.