Jira Service Management

What do you like best about the product?

I’ve mostly used Jira Service Management from the requester side to raise IT-related tickets and track them through to resolution. Overall, the process is straightforward: I can submit an issue, attach screenshots when needed, and monitor the status without having to chase updates through email.

What I appreciate most is the visibility. I can always see whether a ticket is waiting for approval, assigned to someone, in progress, or completed. When I need software access, hardware, or general help from the IT team, everything goes through one place, which helps ensure nothing gets missed or lost.

The notifications are helpful as well, since I know when someone has updated the ticket or when they need more information from me. It makes communication smoother and a lot easier to manage.

What do you dislike about the product?

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use.

What problems is the product solving and how is that benefiting you?

It gives me a structured way to raise IT requests instead of sending emails or messaging different people. Whether it’s a software installation, an access request, a hardware issue, or any other internal support need, everything is captured and tracked through a single ticket.

The biggest advantage is being able to see where my request stands at any time, without having to chase updates. Because all communication stays within the ticket, it’s also easy to look back at earlier messages and refer to previous conversations when needed.

Overall, it saves me time, keeps requests organized, and makes working with the IT team much smoother.

What do you like best about the product?

I have just finished a massive digital transformation project for a leisure cruise travel client, where we orchestrated changes across Salesforce and Couchbase, as well as a legacy IBM Mainframe and a Snowflake database. Jira Service Management was the glue that held our overall delivery and time tracking together across a multi-vendor, multi-continental team.

Creating Epics, Stories, Defects, and spikes effortlessly, along with backlog grooming, really supported our scrum team (and eventually our scrum-of-scrums team). The ability to create defects and link them to Stories and the relevant Epics helped us track delivery quality and gave leadership clearer feedback on code quality. JIRA also provided strong insights for high-level leadership, with the visibility they needed to analyze overall team velocity and spot multi-vendor bottlenecks ahead of time.

What do you dislike about the product?

I’ve been using JIRA for the past few years, and so far I haven’t run into any issues with it. I haven’t had problems with pricing or with creating workflows—everything has worked perfectly fine for me.

What problems is the product solving and how is that benefiting you?

I am working on a multi-vendor setup for my current software development project, which involves Salesforce, MuleSoft, Couchbase, Snowflake, and legacy technologies like IBM Mainframe and Siebel. Each of these technology deliveries has different development teams and different delivery timelines, but they are all tightly integrated with one another. Without JIRA Service Management, it would have been impossible to track the dependencies.

JIRA’s epic and sprint planning features help us visualize technical blockers ahead of time, before the sprint starts. This makes it much easier for the Scrum of Scrums to coordinate development across multiple vendors; otherwise, it would be a nightmare to maintain delivery velocity.

What do you like best about the product?

Its intuitive ticket management, workflow automation, customizable service desks, and integration with the Atlassian ecosystem make it an efficient platform for managing IT service and support operations

What do you dislike about the product?

The learning curve is steep, advanced customization can be complicated, and the interface can feel cluttered for new users. Costs can also add up as more users and premium features are needed

What problems is the product solving and how is that benefiting you?

It streamlines ticket management, automates repetitive support tasks, and improves visibility into service requests. This helps our team resolve issues faster, stay organized, and deliver better support to end users.

What do you like best about the product?

Task & Issue Tracking – Easy to create, assign, and monitor tasks, bugs, and user stories.
Visibility & Transparency – Real-time tracking helps everyone see project status, blockers, and ownership.

What do you dislike about the product?

Complex Configuration – Setting up workflows, permissions, and custom fields can require significant admin effort.

What problems is the product solving and how is that benefiting you?

Real-time dashboards and progress tracking.
Sprint planning, backlog prioritization, and release tracking

What do you like best about the product?

I have used JIRA for incident management and it's UI was great and user friendly, it is easy to adept and it's kanban board is very useful for maintaining incidents, tracking is very cool. we can easily track tickets and also can automate the process

What do you dislike about the product?

Integration with other app is very difficult and and as a new person there are some problem to go through dashboard at kanban board, jira seems complex for setup and costly as well

What problems is the product solving and how is that benefiting you?

Tracking tickets via maintaining dashboards and also maintain day by day progress over those service management tickets

What do you like best about the product?

We have been using Jira software for a couple of years now, and it has helped us a lot, especially with task optimisation, clearer pipelines, and better resource allocation. In short, I’d put it this way: project management without Jira wouldn’t be possible for us, especially with their AI power tool.

What do you dislike about the product?

I believe the pricing can be much better, and sometimes we feel lag when it comes to shifting the view of tiles, so that is something which we don’t like, but otherwise, I feel I mean the premium or the premium pricing can be little more better

What problems is the product solving and how is that benefiting you?

I mean, like every other business, one thing which is scattered data and scattered request that has one thing which Jira has solved for us in a good way because it has given us the easiest way to look at the complex things

What do you like best about the product?

What I like best about Jira Service Management is that I don’t have to keep following up on emails to know what’s happening with my request. Whenever I raise a ticket, I can easily check the status and see updates in one place. It’s pretty straightforward to use, even for someone who isn’t from a technical background. I also like that nothing gets lost in long email chains anymore. It has made it much easier for me to reach the right team and get issues resolved faster.

What do you dislike about the product?

when you’re trying to find specific information, especially if there are a lot of tickets and updates. The interface has many options, which is useful, but for occasional users it can take some time to figure out where everything is. Also, some notifications can be repetitive, and I end up receiving more emails than I really need.

What problems is the product solving and how is that benefiting you?

For this i just have one word which is efficiency, efficiency because more structured way and having visibility of everything you need

What do you like best about the product?

Features like tickets tracking , SLA monitoring & Kanbans boards provides clear visibility about ongoing works across teams

What do you dislike about the product?

Licence costly & Initial setup is complex

What problems is the product solving and how is that benefiting you?

I like its presentation of tasks, scrum and Kanban management, and automation capabilities for repetitive tasks.

What do you like best about the product?

I appreciate using Jira Service Management for task management and its ability to view progress in real time. The Kanban view, which allows me to see task status for the whole team, is really helpful. My daily work focuses a lot on delegating tasks to my team, so watching them close the tasks out with criteria is really beneficial.

What do you dislike about the product?

Overall ease of use for new users, especially the need for better training on basics and quick tour guides.

What problems is the product solving and how is that benefiting you?

I use Jira Service Management for managing tasks and projects, including sprint planning. The Kanban boards help me see the status of tasks across the whole team. It aids in task delegation, allowing me to track closures based on criteria.

What do you like best about the product?

What I like best about Jira Service Management is how it brings requests, workflows, and tracking together in one place. It makes it easier to manage work from submission to resolution without losing visibility.

I also like its automation and SLA features because they help teams respond faster and stay organized. The collaboration and reporting capabilities are useful too, especially when multiple teams need to stay aligned on support or service issues.

What do you dislike about the product?

One thing I dislike about Jira Service Management is that it can feel complex to configure and maintain. If the setup is not tailored well, the workflows, permissions, and ticket structure can become harder to manage than they should be.

I also find that some parts of the interface and ticket formatting can feel less smooth than expected, especially when teams want a very simple support experience. In larger setups, it can take quite a bit of effort to keep everything organized and aligned with the process.

What problems is the product solving and how is that benefiting you?

Jira Service Management helps solve the problem of scattered support requests by bringing everything into a single, organized workflow. This makes it easier to track issues clearly, cut down on back-and-forth, and ensure requests move through the right steps without getting lost.

It also improves visibility and collaboration across teams. You can quickly see ticket status, move approvals along faster, and automate repetitive tasks, which saves time and lets teams focus on more important work.