Jira Service Management
AtlassianExternal reviews
952 reviews
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Centralizes Ticket Management with Customization Challenges
What do you like best about the product?
I like Jira Service Management because it has a nice way to visualize all the tickets in one place. It's helpful for tracking tickets and assigning workload to people. I also value being able to get reports on how many tickets we are getting and the complete time rate.
What do you dislike about the product?
It's really hard to make Jira Service Management tailored to our company because it requires a lot of research and education. It's not so intuitive when trying to create something customized for the company.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to centralize tickets from employees for support, distribute workload efficiently, and track issues to ensure none are left unresolved.
Dynamic Forms and a Customer Portal That Scale Effortlessly
What do you like best about the product?
The forms that allow dynamic fields to capture the correct information, along with the portal and the ability to have unlimited number of customers along with the costs
What do you dislike about the product?
Though it does work with erxternal customer support it could use improvements in that arena
What problems is the product solving and how is that benefiting you?
I use for intake requests from the company for needing my services for anything. Also for ITSM based support.
Easy-to-Use, High-Performance JIRA with Strong Integrations
What do you like best about the product?
JIRA has an easy-to-use interface and delivers high performance, and I haven’t run into negative issues like unresponsiveness. Its strong ability to integrate with other tools is another big plus. Pricing and support are also major reasons I choose to use JIRA.
What do you dislike about the product?
Sometimes it lags and when it becomes heavy, it uses higher bandwidth
What problems is the product solving and how is that benefiting you?
I work in managed services and project management, focusing on client integrations with monitoring tools. This plays a vital role in supporting ITSM and ITIL processes.
Strong Jira/Atlassian Integration, but Pricing and Licensing Flexibility Need Work
What do you like best about the product?
The integration with Jira and the Atlassian ecosystem.
What do you dislike about the product?
Pricing feels a bit high, and I can’t separate the licenses for Jira and JSM, which makes it harder to manage them the way I’d like.
What problems is the product solving and how is that benefiting you?
Support management.
Great tool for automating requests.
What do you like best about the product?
One of my clients introduced me to Jira as a way to automate a process for the maintenance department. Since then, I’ve been able to get all the traceability I need whenever I request an equipment repair.
What do you dislike about the product?
I don’t use it very often, but one issue I’ve noticed is that sometimes the notification doesn’t come through to my email when there’s an update to the request.
What problems is the product solving and how is that benefiting you?
That equipment repair process is much quicker. It takes me fewer steps to place an order request. Before Jira, I needed to send an email to the client and then wait for him to continue the process.
Excellent Support & Ticketing Management That Covers Almost Everything We Need
What do you like best about the product?
We use it for support and ticketing management with our users. I absolutely love it. Has all the things we need almost.
What do you dislike about the product?
More settings for management of external users and e-mail notifications.
What problems is the product solving and how is that benefiting you?
We use it as multiple support portals with our customers and let them submit tickets.
Easy to Use, But Setup is Time Consuming
What do you like best about the product?
I find Jira Service Management relatively easy to use once you get used to it. I use the automatic notification of tickets to alert appropriate employees of their tasks, which I really value.
What do you dislike about the product?
Initial setup is quite time consuming. The initial setup wasn't so easy.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to keep tasks in one place and review team work, and I value the automatic notifications that alert employees of their tasks.
Data-Driven Ticket Alerts That Save Time
What do you like best about the product?
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.
What do you dislike about the product?
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.
Also I can’t combine tickets and have to mark as a duplicate for more.
What problems is the product solving and how is that benefiting you?
As a team, we have to spend a lot of time customizing the portal, forms, flows, and other pieces to get everything working smoothly. Once that setup is done, the workflows are really strong, and it improves our overall speed.
Great Tool for Collecting User Requests
What do you like best about the product?
A good tool for collecting requests from users.
What do you dislike about the product?
Some settings aren’t customizable, which is frustrating. I also don’t like the billing tier structure.
What problems is the product solving and how is that benefiting you?
We mainly use it to collect ideas from both within the company and from external contributors.
Powerful and Customisable, but a Steep Learning Curve and Hard-to-Navigate UI
What do you like best about the product?
This is a really powerful tool with great features. It offers plenty of customisation options and is quick to use, with updates that take effect immediately.
What do you dislike about the product?
The enormous learning curve, it's really hard to find what you're looking for at first, it often takes clicking through 20+ tabs to find one small hidden section, the UI is difficult.
What problems is the product solving and how is that benefiting you?
Great way to manage huge ticketing system services by bringing in admins, customers, users etc. all working together.
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