Jira Service Management
AtlassianExternal reviews
937 reviews
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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.
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.
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