Jira Service Management
AtlassianExternal reviews
945 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best Ticketing System Ever Created
What do you like best about the product?
Customizable Workflows and Automation
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
Seamless Integration with Jira and Development Tools
User-Friendly Self-Service Portal
User-Friendly Self-Service Portal
Advanced Incident and Problem Management
Asset and Configuration Management
What do you dislike about the product?
Dislikes about Jira Service Management commonly include its steep learning curve and complex interface, which can overwhelm new or non-technical users. Users also report dependence on plugins for advanced features, limited customization options in some areas, and occasional poor customer support experiences. Additionally, some find reporting capabilities basic and the pricing potentially expensive as the team grows. These factors can make onboarding and full utilization challenging in certain environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management solves problems like scattered requests, inefficient workflows, and slow incident resolution by centralizing requests in one platform with automated workflows and AI-driven self-service. This improves service desk productivity, reduces ticket volumes, and boosts collaboration across IT and business teams. The benefits include faster issue resolution, enhanced customer and employee satisfaction, significant cost savings, and improved visibility into service processes, enabling data-driven decisions and continuous improvement.
Valuable Tool, Needs Improvement for Non-Technical Users
What do you like best about the product?
I find Jira Service Management to be very helpful, especially over the last two years for my work, projects, and internship tasks. It stands out as the most valuable service management tool compared to others. I appreciate its ease of use, particularly the API creation platform, which is quite useful for me. I also believe it will be beneficial in the future, which is why I would consider purchasing it again.
What do you dislike about the product?
I find that Jira Service Management has some limitations in terms of its features, especially in comparison to other service management platforms. There are limited features and plugins available, which restricts my ability to customize and improve my workflow. Additionally, while some professionals can navigate the platform comfortably, non-technical users might find it challenging due to its technical complexity. The platform could be improved to cater more to non-technical users. Also, enhancing customer and employee interaction features would significantly improve the platform.
What problems is the product solving and how is that benefiting you?
I find Jira Service Management beneficial for my projects and internships, providing support for lectures, hackathons, and its useful API creation platform.
Jira Service Management ticket
What do you like best about the product?
Jira Service Management provides a centralized platform where our Access Management and Information Security team at Capillary can efficiently manage requests, incidents, and approvals. The integration with automation rules and custom workflows helps us reduce turnaround time, maintain compliance, and keep a clear audit trail for all access-related changes.
What do you dislike about the product?
While Jira Service Management works very well for our needs at Capillary, there’s room to make the interface even more intuitive for new users and to further streamline bulk request handling. These enhancements would make an already strong platform even more efficient for high-volume teams like ours.
What problems is the product solving and how is that benefiting you?
At Capillary, Jira Service Management helps us streamline access requests, incident tracking, and change approvals across multiple applications like Okta, Files.com, Databricks, and our in-house platforms. By centralizing these processes, we’ve improved turnaround time, reduced manual follow-ups, and maintained a clear audit trail for compliance. It also gives our team better visibility into request status, helping us prioritize and resolve issues faster
Jira Service Management Review
What do you like best about the product?
It was very smooth integration with Jira Software and strong automation features, and clear SLA tracking make service management efficient and transparent
What do you dislike about the product?
It setup and customization can be complex, and also reporting could be more user-friendly
What problems is the product solving and how is that benefiting you?
It centralise requests, incidents, and gives in one platform, cutting edge response time and improving team collaboration. Automated workflows and SLA tracking keep us proactive instead of reactive , very helpfull
An Excellent Tool for Daily Tasks
What do you like best about the product?
The portal makes it simple for staff members to submit requests, and the appropriate team is notified promptly. Setting priorities, monitoring real-time updates, and collaborating with other departments on the same ticket are all possible. By automatically allocating tickets and delivering updates, automation saves time, and the complete request history aids in reporting.
What do you dislike about the product?
Some training is required because the UI may initially seem a little daunting to new users. Additionally, it might be slow because minor modifications to forms or workflows frequently call for administrator access.
What problems is the product solving and how is that benefiting you?
For improved monitoring, reporting, and process optimization, Jira Service Management centralizes all requests, automatically assigns them to the appropriate team, and maintains a complete history.
Jira Service Management: The Modern Service Desk
What do you like best about the product?
Jira is an excellent and widely used tool for managing projects and tickets because it provides a comprehensive and highly customizable platform that can be adapted to fit almost any team or organizational workflow. It goes far beyond a simple to-do list, acting as a central hub for planning, tracking, and collaborating on all work. We have easily implemented the with our external client.
What do you dislike about the product?
There is nothing to dislike about this tool.
What problems is the product solving and how is that benefiting you?
We had difficulties while tracking the tickets and Jira comes in to play to help us track the tickets in timely
Best ticket tool for a developer
What do you like best about the product?
As a developer, it helps to resolve and raise tickets to our cross-functional teams, such as testers and other internal teams, to quickly address issues.
What do you dislike about the product?
Nothing specific, I am not facing any difficulties.
What problems is the product solving and how is that benefiting you?
As I mentioned, it had a huge impact on our workflow, allowing us to continue working without delays in resolving issues.
Makes managing requests simple and organized.
What do you like best about the product?
It is easy to log, track, and respond to requests without missing anything. I like how organized everything is and how automation takes care of repetitive work.
What do you dislike about the product?
Initially it bit tricky to configure and some customizations need an admin to handle Once it’s configured it's smooth to use.
What problems is the product solving and how is that benefiting you?
It helps us manage and track service requests in one place, making it easier to prioritize and respond quickly.
Honestly this is the best tool to track the works
What do you like best about the product?
As a Peoplesoft Developer, I would say it helps me keep track of my daily records and monitor the tasks I work on each day.
What do you dislike about the product?
Nothing in particular - initially, it just took me some time to get familiar with Jira.
What problems is the product solving and how is that benefiting you?
Keep track of my daily tasks so I can present my work to higher management.
Jira Service Management streamlines our IT support with intuitive workflows
What do you like best about the product?
Jira Service Management has streamlined our IT support, making request tracking and resolution effortless for both agents and end users. Seamless integrations, smart automation, and customizable workflows keep processes efficient and adaptable. Insightful reporting ensures SLA compliance and tracks team performance with ease. While setup can be a bit complex and performance may dip with very large datasets, the platform remains reliable, powerful, and well-suited for modern service management needs.
What do you dislike about the product?
Initial setup can be time-consuming and complex, especially for new administrators. Performance sometimes slows when handling very large datasets. Certain advanced configurations require a learning curve, and the interface, while intuitive overall, can feel cluttered when many plugins or custom fields are in use.
What problems is the product solving and how is that benefiting you?
Jira Service Management has centralized our IT support into a single, efficient platform. Requests are logged, tracked, and resolved faster, thanks to its intuitive workflows and powerful automation that cut down repetitive tasks. Seamless integrations keep teams connected, while real-time reporting and SLA tracking boost accountability and performance. The result is quicker resolutions, happier users, and a more productive support team.
showing 11 - 20