G2

Anar S.

Founder, CEO

Small-Business (50 or fewer emp.)

10/30/2026

"Simple Request Portal, Strong SLAs and Automation for Our Internal Service Desk"

4.5/5

What do you like best about Jira Service Management?

We use Jira Service Management as our internal service desk, and 18 people in our team work with it every day. The request portal is simple for employees: they pick a request type, fill in a short form and can see the status without chasing anyone by email or phone. On our side, queues and SLA timers keep everything visible. We always know what is open, who owns it and what is close to breaching. Automation rules handle routine work like assigning tickets, sending reminders and closing resolved requests, which saves us real time each week. The knowledge base lets people solve simple issues themselves, and the integration with Jira Software and Confluence keeps our IT work and documentation in one place. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

For our internal service desk we have no serious complaints. The only minor point is that some advanced configuration, such as complex automation and custom workflows, takes time to learn at the start. Once it is set up, it runs reliably. Review collected by and hosted on G2.com.

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

Before, internal IT requests came through email, chats and calls, so things got lost and it was hard to see the workload. Now every request is one ticket with a clear owner, priority and SLA. This gave us transparency for the whole team of 18, faster response times and simple reporting on volume and resolution time. Managers can see where the bottlenecks are, and employees get answers faster. Review collected by and hosted on G2.com.