Jira Service Management
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Robust ITSM Tool That Integrates Seamlessly with Jira
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses.
What do you dislike about the product?
While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us solve the challenge of managing IT requests, incidents, and changes across multiple teams in a centralized, organized way. Before using it, tracking issues and coordinating between development and IT support was inefficient and prone to miscommunication.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
Jira service desk management
What do you like best about the product?
The onboarding process, the ticket navigation panel and the way it built for each department. It facilitates a lot of opportunity and process.
What do you dislike about the product?
The client base web page. It's too lame.
What problems is the product solving and how is that benefiting you?
It really good at showing and notifying the SLA.
All good
What do you like best about the product?
Connecting with client in real time and resolution of issue.
What do you dislike about the product?
All good, there is no such issue ryt now
What problems is the product solving and how is that benefiting you?
To mangement of Project
Easy to track
What do you like best about the product?
Streamlined IT support and workflows use
What do you dislike about the product?
Complex setup for undestanding and steep learning curve
What problems is the product solving and how is that benefiting you?
It centralizes support requests, boosting team efficiency.
Jira is useful if my manager response is fast
What do you like best about the product?
Regarding jira, whenever we are working on the case and need any update or approval we career jira ticket, once the ticket assign to my manager it's easy for them to understand the salary and approve the ticket.
What do you dislike about the product?
Here in jira service response is always be slow i don't know the reason or may be because of man power.
What problems is the product solving and how is that benefiting you?
Yes it will very helpful, such as password reset, approvals.
It's very useful in terms of managing the task project finalization and getting things done
What do you like best about the product?
Jira service ticketing tool, Jira service management it's help a lot to track the task completion and team productiveness.
What do you dislike about the product?
Not able to do customisation at individual level.
What problems is the product solving and how is that benefiting you?
Team Task completion, productivity checking, one place for all task
Jira Review
What do you like best about the product?
Ease of use and categorization of different processes makes it absolutely #1 tool to go for.
What do you dislike about the product?
Processing speed can be raised a bit as in current changing ticket statuses takes a bit time occasionally.
What problems is the product solving and how is that benefiting you?
Categorization of support request as per time which really helps in focusing on the priority tickets and creating performance goals for team members makes it easy to track. This is the best tool for internal comms as well.
Efficient Project Tracking with Jira
What do you like best about the product?
I like how Jira Service Management streamlines IT requests with customizable workflows, real-time tracking, and seamless integration with Confluence and other Atlassian tools.
What do you dislike about the product?
The interface can feel overwhelming for new users, and customizing workflows sometimes requires technical expertise or admin support.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage IT support tickets, prioritize incidents, and track SLAs effectively. This improves team accountability, response times, and overall service delivery.
Excellent Tool for Managing Service Requests and Improving Team Efficiency
What do you like best about the product?
Jira Service Management offers a highly customizable and intuitive interface that makes ticket tracking, workflow automation, and incident management extremely efficient. I particularly like how well it integrates with Confluence and other Atlassian tools, allowing seamless documentation and collaboration. The SLA tracking and real-time reporting features help our IT team stay on top of requests and deliver better service. The ability to create custom queues and categorize requests makes it easy to prioritize tasks.
What do you dislike about the product?
While Jira Service Management is powerful, it can be slightly overwhelming for new users due to its extensive configuration options. The learning curve is steep if you're not familiar with the Atlassian ecosystem. Also, some advanced features are locked behind higher-tier plans, which might be a limitation for small teams. However, once you get used to the interface, the productivity gains make up for the initial complexity.
What problems is the product solving and how is that benefiting you?
Jira Service Management has significantly improved the way we handle IT service requests and incident management. Previously, tracking and prioritizing tickets was time-consuming and prone to miscommunication. With Jira, we now have a centralized platform that allows us to automate workflows, define SLAs, and ensure transparency across teams. The ease of integration with other Atlassian tools helps streamline issue resolution and collaboration. As a result, we’ve reduced response times, increased accountability, and improved customer satisfaction.
Jira is a good tool for service management
What do you like best about the product?
What I like best about Jira Service Management is how it seamlessly bridges the gap between IT operations and development teams. Its integration with Jira Software allows for real-time collaboration, faster incident resolution, and greater visibility across the full issue lifecycle. The customizable workflows, SLAs, and automation rules make it highly adaptable to different team needs — which boosts both efficiency and accountability. As someone who values structured yet flexible systems, I find it incredibly powerful for managing service requests, change approvals, and problem tracking in one place.
What do you dislike about the product?
One limitation I’ve experienced with Jira Service Management is that while it’s very powerful and customizable, the initial setup and configuration can be quite complex—especially for teams without prior experience. Customizing workflows, setting up automation, and managing permissions can require a steep learning curve. Additionally, as the number of projects and issues grows, performance and usability can sometimes be affected without proper maintenance. That said, once it’s well configured, it becomes a very robust and efficient tool.”
What problems is the product solving and how is that benefiting you?
Jira Service Management helps solve the challenge of managing high volumes of service requests, incidents, and changes in a structured, trackable way. It centralizes communication between support teams and end users, ensuring requests are prioritized based on SLAs and routed to the right teams quickly. For me, this means better visibility into workloads, faster resolution times, and fewer missed or duplicate tickets. Automation and knowledge base integration also reduce repetitive work, allowing us to focus more on complex issues and improving user satisfaction.”
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