Jira Service Management
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Excellent Centralized Ticketing with Automation, SLA Tracking, and Seamless Integration
What do you like best about the product?
It does an excellent job of centralizing requests, incidents, and internal tasks in one structured system. I especially like the automation rules, SLA tracking, and seamless integration. It makes collaboration between support, technical teams, and stakeholders very efficient while maintaining clear visibility into ticket status and ownership.
What do you dislike about the product?
The initial setup and configuration can feel overwhelming, especially for new users or smaller teams without a dedicated admin. Some advanced workflows and automation rules also require trial and error to get right, and reporting can feel limited unless you customize dashboards extensively or use add-ons.
What problems is the product solving and how is that benefiting you?
It solves the problem of scattered communication and untracked support requests. By providing a single source of truth for tickets, SLAs, and escalations, it improves response times, accountability, and customer satisfaction. It also helps teams prioritize work more effectively and identify recurring issues through data and reporting, leading to continuous process improvement.
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
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
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)
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
Effortless Collaboration Across Departments
What do you like best about the product?
The platform is straightforward to use, making it simple to collaborate with different departments throughout the organization.
What do you dislike about the product?
So far, I haven't found anything to complain about. It gets the job done.
What problems is the product solving and how is that benefiting you?
This tool enables us to work together with various teams across multiple projects, helping us stay on schedule.
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.
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