G2

Yulian R.

SysAdmin - Compliance

Small-Business (50 or fewer emp.)

2/17/2026

"Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts"

4/5

What do you like best about Jira Service Management?

The customizable queues and automation rules really stand out. I use the SLA tracking and asset management every day for our SOC tickets and compliance audits. The drag-and-drop reassignments are quick and save me a couple of hours each week during incident response. An unexpected win is how seamlessly it links with Slack for real-time alerts, so I can stay on top of updates without leaving my dashboard. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this. Review collected by and hosted on G2.com.

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

We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours. Review collected by and hosted on G2.com.