Service-Oriented Platform That Streamlines Ticket Management
What do you like best about the product?
Service oriented platform
Receive service requests via help centers, email, or embeddable widgets
Track progress and prioritize work in queues
Route tickets automatically
What do you dislike about the product?
Complex setup
Limited ITIL features
Cost increase with scale
Performance issue with large instances
What problems is the product solving and how is that benefiting you?
Centralizes service delivery for IT and business teams
Improves visibility into workloads and timelines
Automates repetitive tasks
Helps meet Service Level Agreements (SLAs)
Seamless Integration and Powerful Automation for Cross-Functional Teams
What do you like best about the product?
Stong integration with Software, good balance of power and usability, Built-in ITSM practices without heavy overhead, automation that’s easy to configure and good for cross functional teams.
What do you dislike about the product?
Can feel complex and heavy, large instances with many automations, assests, or integrations can feel slow, reporting is limited without add-ons, automation limits and complexity and licensing costs add up
What problems is the product solving and how is that benefiting you?
Centralizing work into trackable issues, making ownership, status, and priority explicit, real-time dashboards and boards, clear workflows and statuses, linking issues across projects and teams
Unmatched Flexibility and Seamless Integration in Service Management
What do you like best about the product?
What I appreciate most about Jira Service Management is its flexibility and seamless integration within the Atlassian ecosystem. It enables teams to tailor workflows, SLAs, and automation to fit actual business processes, all while offering a clean and intuitive customer portal. Managing incidents, changes, and service requests in a single platform enhances visibility, accountability, and the overall efficiency of service delivery.
What do you dislike about the product?
What I dislike about Jira Service Management is that some advanced use cases require significant configuration and ongoing maintenance. There are limitations around complex SLA setups, reporting is fairly basic out of the box, and scaling for multiple clients often requires multiple projects, which increases administrative effort. For advanced automation and reporting, reliance on premium plans or third-party add-ons is often unavoidable.
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses the issue of fragmented service processes by bringing together service requests, incidents, changes, and SLAs onto one unified platform. This centralization enhances visibility, accountability, and collaboration between support and engineering teams. In my experience, this has led to greater control over service delivery, quicker resolution of issues, clear tracking of SLAs, and a more organized and efficient support operation.
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.
Seamless Integration and Powerful Automation for Teams
What do you like best about the product?
Jira Service Management (JSM) includes its seamless integration with Jira Software, enabling Dev and Support to align; powerful automation and customizable workflows; intuitive self-service portals and knowledge base to deflect tickets
What do you dislike about the product?
Escalating Total Cost of Ownership, The UI is frequently criticized for being cluttered and unintuitive, lacking the modern, fluid experience found in contemporary SaaS tools.Performance Bottlenecks,Restrictive Native Reporting
What problems is the product solving and how is that benefiting you?
Easy to use.
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.
Comprehensive workflows and data views have supported complex teams but still need cost improvements
What is our primary use case?
I have been working with JIRA Service Management for almost six or seven years. In my last company, I was working as a Program Technical Program Manager. I shifted all their work from different project management tools such as Asana. The team was using Google Docs, Atlassian, and Notion for content management. I migrated all of their items from Asana and from other different teams using different platforms. I was responsible for the migration on the JIRA Service Management side. JIRA Service Management was integrated with the Epic Games platform. Quixel was an Epic Games subsidiary that Epic Games had acquired. After that acquisition, I was responsible for all the management of JIRA Service Management and Atlassian products on the Quixel side. There were four or five teams, and I was responsible for all of those teams.
What is most valuable?
JIRA Service Management provides comprehensive data management. I can attach any kind of data. JIRA Service Management provides different views, and I can customize my dashboards. There is a detailed level of customization at the items level. If my workflow needs to be edited, I can add my own workflow. Whatever process I am going to adopt can be added to JIRA Service Management. In that process, all types of users with different roles can be added. For each type of item, I can select multiple workflows. For example, if for some service item I don't want to add a QA or support status, I can create a different workflow for that and assign those workflows. JIRA Service Management has a very detailed level of options and flexibility. There is flexibility from the items, to the workflows, to the roles, to managing the teams. Along with this flexibility comes complexity, which is the reason for the tradeoff.
Another flexibility is the JQL, which is Jira Query Language. JIRA Service Management's Query Language is very flexible. Complexity exists in that I have to learn and experiment with that JQL syntax. However, JQL is a very powerful feature for searching items that have been pending for a long time. In many scenarios I can query the items. I can even search the items that were assigned in the past to someone. There is a clause in the JQL called "was" where I can query if someone has ever worked on a particular item. These kinds of complex queries make JQL very handy.
The reporting tools are another valuable aspect. I was able to create reports with highlighted items and graphically highlighting the items that were critical. JIRA Service Management's integration is another strength. The Atlassian marketplace has so many plugins available. For example, I was looking for a capacity management tool. When I don't find a feature in JIRA Service Management, there is definitely someone who has developed a plugin for that kind of work and that plugin can be integrated in JIRA Service Management. This is another form of flexibility.
What needs improvement?
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything.
Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
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.
