Jira Service Management
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Effortless Support and Seamless Integration for All Teams
What do you like best about the product?
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.
What do you dislike about the product?
The licensing model, and not being able to purchase smaller batches, is my dislike.
What problems is the product 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.
Seamless Atlassian Integration Elevates the Experience
What do you like best about the product?
One of the standout features is its integration with the Atlassian suite, which I find to be a significant advantage.
What do you dislike about the product?
It is complicated to configure the integration with other tools.
What problems is the product solving and how is that benefiting you?
Maintain a centralized process for handling support requirements.
Effortless Ticket Management and Seamless Integration
What do you like best about the product?
It's very helpful for managing all the ticketing needs within your company. When it comes to projects, it makes it easy to organize and distribute workloads among your team members. It also supports effective customer care on a daily basis and integrates smoothly with other tools used in your company.
What do you dislike about the product?
At times, the software feels somewhat rigid, and there are certain requirements that simply cannot be implemented.
What problems is the product solving and how is that benefiting you?
It is helping us connect our FSM tool with our ticketing system for network technicians, as well as with the tools used by customer care. This integration streamlines our processes across different teams.
Powerful Automation, But Complex to Master
What do you like best about the product?
I think Jira Service Management's powerful automation and its seamless integration with other tools like Jira Software and Confluence make it really valuable. I also appreciate its proactive problem management, streamlined change management, and accelerated incident resolution. It's a very powerful tool that we need on a daily basis.
What do you dislike about the product?
I find the complexity of Jira Service Management a bit challenging. There's definitely a steep learning curve which users and admins deal with. Also, the costs can be unpredictable at times, and there are specific limitations when it comes to integration.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management for knowledge-based purposes, faster resolution, better collaboration, and improved self-service. It solves scattered requests, poor visibility, and enhances proactive problem management, streamlined change management, and accelerated incident resolution.
Effortless Project Management with Seamless Integration
What do you like best about the product?
What I appreciate most is how it simplifies all aspects of project management and ticketing. The platform is also easy to use, integrates seamlessly, and offers a high level of customisation.
What do you dislike about the product?
The UI feels too crowded, as if there is too much information displayed on a single screen.
What problems is the product solving and how is that benefiting you?
In my current job, I often need input from various teams, and ticket management systems really help streamline and control the entire workflow.
A saviour that is there all along.
What do you like best about the product?
This has been one of the most useful tools we have installed alongside our services, making our daily processes much easier and allowing everything to be handled more smoothly each day.
What do you dislike about the product?
The product was in the process of being upgraded, and while I never disliked it, I do think there is room for improvement—specifically, a faster release of updates would be beneficial.
What problems is the product solving and how is that benefiting you?
This provided a simpler way for our team to communicate and share updates internally, and we occasionally used it with external clients too.
All-in-One Solution That Transformed Our Team Collaboration
What do you like best about the product?
I recently started using Atlassian tools like Service Management, and the impact has been tremendous. With everything in one place, our team finds quick answers to almost any question. I highly recommend it for any team.
What do you dislike about the product?
The learning curve can take some time, but it is not a deal breaker.
What problems is the product solving and how is that benefiting you?
My team can find everything in one place, helping them find quick answers to almost any question.
Effortless Ticketing and Asset Management with Jira Service Management
What do you like best about the product?
Jira Service Management helps to Easy Interact Tickets with customers & Internal Also supports Asset Management
What do you dislike about the product?
Improve UI
Improve Performance
Improve AI Feature
Improve Performance
Improve AI Feature
What problems is the product solving and how is that benefiting you?
HELPDESK
ITSM
ASSET MANAGEMENT
INCIDENT MAnagement
ITSM
ASSET MANAGEMENT
INCIDENT MAnagement
Effortless Ticket Creation and Assignment
What do you like best about the product?
Ease of ticket creation and assignments.
What do you dislike about the product?
Cost is slightly more as there should be a cheaper version as well with limited functionality
What problems is the product solving and how is that benefiting you?
Managing and tracking issues
Seamless Collaboration and Customization with Jira Service Management
What do you like best about the product?
The best thing about Jira Service Management is its tight integration with Jira Software and Confluence, which makes collaboration between service, IT, and development teams seamless — plus it’s highly customizable, with built‑in ITSM features, automation, and an easy‑to‑use request portal.
What do you dislike about the product?
Jira Service Management can be complex to set up, sometimes slow on large instances, has limited built‑in reporting, and can become costly as you scale.
What problems is the product solving and how is that benefiting you?
Jira Service Management centralizes requests, improves incident response, tracks SLAs, and enhances collaboration—resulting in faster resolutions, better visibility, and higher user satisfaction.
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