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.
Powerful No-Code Automation and Flexible ITSM Workflows
What do you like best about the product?
A no-code automation engine with a flexible ITSM workflow, strong automation capabilities, and a clean customer portal that keeps dev, IT, and business teams aligned in one tool.
What do you dislike about the product?
There are too many fields for what should be a simple request, and the options for sharing data are poor and not very convenient.
What problems is the product solving and how is that benefiting you?
It centralizes access requests, data issues, and dependencies, and it adds prioritization and SLAs. It helps ensure work is tracked, visible, and resolved.
Seamless Jira Integration and Transparent Work Status
What do you like best about the product?
alignment/integration with Jira, transparency of work status, IT support,
What do you dislike about the product?
expensive, continuous maintenance, complex setups of UI
What problems is the product solving and how is that benefiting you?
It is working with JSM that helps with centralized request management and standardize process
Automated client support has streamlined access requests and centralizes ticket workflows
What is our primary use case?
I use JIRA Service Management to provide access management and address any technical issues because it documents what we have done and how we have done it. I can check live past tickets to work on them, which is how I work with JIRA Service Management.
I use JIRA Service Management for our client support operations. Clients raise ticket requests from Slack, and the portal requests come to me in JIRA Service Management project, where I deliver assistance. I can check requests from emails as well, and clients can also create tickets. I have added several automations, making JIRA Service Management perfect for providing client support.
What is most valuable?
JIRA Service Management offers many valuable features, including automations for tickets such as automated responses and automatic workflow changes. There is also the option to integrate with Slack, which allows users to get responses there and create tickets from Slack or email. I can add fields to differentiate every ticket type.
JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it. In service companies, everyone is familiar with JIRA, so my company also uses it, making it easier for new users to join and get support. It saves me time, and my experience with JIRA Service Management is very good.
JIRA automation simplifies my day-to-day work immensely. For example, if any access tickets come through Slack, I have integrated the API to automatically grant access to the user's Slack. These automations make my team's work easy.
I have saved time with the automation, and there are also automated responses to users which make my work easier. I set up workflows that enhance efficiency.
What needs improvement?
I do not feel any features are missing in JIRA Service Management that need improvement.
In automation, sometimes when I select fields, not all fields are available, which can lead me to create a complex JQL query. However, I receive help from the support team to resolve these issues.
There are no other improvements needed for JIRA Service Management that I have not mentioned.
For how long have I used the solution?
I have been using JIRA for five years, and I have exposure to applications like JIRA Service Management, the main products, JIRA Product Discovery, and JIRA Assets and Confluence. These are all the Atlassian products my organization is using. JIRA Service Management offers many functionalities for client support, so it is very good to use.
What do I think about the stability of the solution?
JIRA Service Management is stable for my needs; I have not encountered any issues with reliability.
What do I think about the scalability of the solution?
JIRA Service Management's scalability is excellent; I just need to submit an email to indicate how many licenses I want.
How are customer service and support?
I have reached out to customer support whenever I face an issue in JIRA, especially when creating any automation. My experience has been great; I receive responses, but sometimes it results in wasting time.
Which solution did I use previously and why did I switch?
I am not using any other solution before JIRA Service Management.
What's my experience with pricing, setup cost, and licensing?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
Which other solutions did I evaluate?
I evaluated Zendesk, but JIRA seems perfect for my needs.
What other advice do I have?
My advice for others looking into using JIRA Service Management is to go for it. I would rate my experience with JIRA Service Management a 10 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Structured Ticketing and Automation That Streamline Issue Resolution
What do you like best about the product?
It has a structured ticketing system that keeps requests organized and easy to track. The built-in automation helps cut down on manual work and speeds up issue resolution. It also integrates well with other tools, which makes incident and service management more efficient overall.
What do you dislike about the product?
The interface and workflows can start to feel confusing once they’ve been heavily customized, making it harder to navigate and follow processes.
What problems is the product solving and how is that benefiting you?
It centralizes incidents, service requests, and changes into a structured workflow with clear ownership and responsibility. For me, this translates into faster response times, stronger accountability, and a more efficient, better-organized support operation overall.
Comprehensive task tracking has improved planning and provides clear productivity insights
What is our primary use case?
My main use case for JIRA Service Management is tracking tasks, stories, and epics.
I use JIRA Service Management to track work items, which are mapped to the subtasks in our workflow. Our workflow is designed such that once the program is specific, the epics are defined, and those epics are mapped with a couple of stories and subtasks, meaning the work item is fundamentally mapped to the system.
On a day-to-day basis, JIRA Service Management helps me track today's JIRAs for tomorrow's tasks, showing how many items are tracked. If I utilize automation, it can interlink with other tasks, whether in automated test cases, test frameworks, CI/CD frameworks, or project management frameworks.
What is most valuable?
What I appreciate most about JIRA Service Management is that when it is properly configured based on the program for task tracking, it can be effectively tracked and projected for the workbench structure. JIRA Service Management's burn-out chart and burn-up chart are very useful in tracking how many JIRAs have been closed and how many are open, and milestones can be utilized, making it the best part of the tool that people currently use.
I find that when we are tracking JIRAs in JIRA Service Management, particularly regarding the changes deployed, it becomes essential for closure. We leverage different tools to update validation results into JIRA Service Management, and those details can create a dashboard to present to management showing how many items are on hand, closed, or in progress.
JIRA Service Management has positively impacted my organization by measuring productivity, tracking individual, group, and domain productivity, and assisting other dependent teams as part of monitoring.
What needs improvement?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints.
Regarding JIRA Service Management's API and support, the APIs being provided should include documentation on any new tools or features added, ensuring these updates reach the customers, including beta users.
A suggestion I have for improving JIRA Service Management is enhancing the UI tool for better integration with external tools or components in the open-source market to encourage easier plug-and-play configurations.
For how long have I used the solution?
I have been using JIRA Service Management since prior to my last company for around ten to twelve years.
What do I think about the stability of the solution?
In terms of stability, JIRA Service Management is reliable day-to-day as long as the data is fed in correctly.
What do I think about the scalability of the solution?
JIRA Service Management scales effectively as the number of users, projects, and work items increases, being used extensively across many large organizations.
How are customer service and support?
Regarding customer support for JIRA Service Management, I do not have direct access as there is a separate team, but based on licensing, support is available on a yearly or two-year basis.
Which solution did I use previously and why did I switch?
Before using JIRA Service Management, people in my organization utilized various different tools. It was not a fixed tool, but JIRA Service Management is very powerful and its scalability is significant, as prior to this, we customized programs around IBM tools or other open-source solutions.
Which other solutions did I evaluate?
My organization evaluated several options before choosing JIRA Service Management, as the evaluation focused on usability based on various programs before we acquired it.
What other advice do I have?
For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales. It is scalable based on licensing, and its customizable workflows can meet a variety of customer needs from code integration to validation and releases. I would rate my overall experience with JIRA Service Management as an 8.5 out of 10.
Highly Customizable Forms with Lots of Possibilities
What do you like best about the product?
All the possibilities of customization via the forms
What do you dislike about the product?
No real possibility for a full personalized service desk home page
What problems is the product solving and how is that benefiting you?
One sole service desk platform with access restrictions for specific group of people / Grouped request type to ease the user navigation
Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product 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.
User-Friendly Ticketing That Just Works
What do you like best about the product?
We primarily use it for ticketing technical issues. It is great because you can search for an incident name if you are not sure what to choose. It also is user-friendly. Most users would be an able to figure out how to use it without training.
What do you dislike about the product?
I really don’t have any dislikes for Jira. I have worked with Jira at several companies, and it always serves its purpose.
What problems is the product solving and how is that benefiting you?
It keeps me productive. I work a demanding job, and need access to certain software, and I need my tools to work, so Jira is a easy and quick way to contact our It/HR department for any system issues.
