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.
A saviour that is there all along.
What do you like best about the product?
This has been one of the most useful tools we have installed alongside our services, making our daily processes much easier and allowing everything to be handled more smoothly each day.
What do you dislike about the product?
The product was in the process of being upgraded, and while I never disliked it, I do think there is room for improvement—specifically, a faster release of updates would be beneficial.
What problems is the product solving and how is that benefiting you?
This provided a simpler way for our team to communicate and share updates internally, and we occasionally used it with external clients too.
All-in-One Solution That Transformed Our Team Collaboration
What do you like best about the product?
I recently started using Atlassian tools like Service Management, and the impact has been tremendous. With everything in one place, our team finds quick answers to almost any question. I highly recommend it for any team.
What do you dislike about the product?
The learning curve can take some time, but it is not a deal breaker.
What problems is the product solving and how is that benefiting you?
My team can find everything in one place, helping them find quick answers to almost any question.
Effortless Ticketing and Asset Management with Jira Service Management
What do you like best about the product?
Jira Service Management helps to Easy Interact Tickets with customers & Internal Also supports Asset Management
What do you dislike about the product?
Improve UI
Improve Performance
Improve AI Feature
What problems is the product solving and how is that benefiting you?
HELPDESK
ITSM
ASSET MANAGEMENT
INCIDENT MAnagement
Quick, Complete, and Easy to Use
What do you like best about the product?
I really enjoy using Jira Service Management as it is an extremely comprehensive and easy-to-use tool. The ability to easily clone tickets allows me to work on the same project with different cases effectively. Additionally, I highlight that the platform is extremely fast, which is a great differentiator compared to other ticket management platforms that tend to be slow. Appreciating the speed and efficiency in ticket handling is key to my daily performance. I also value that it allows me to have all the tickets in one place, which helps to keep track of what is being worked on and what has already been resolved. The ability to generate reports on the SLAs managed by each ticket is also very useful.
What do you dislike about the product?
Honestly, I have no complaints about it; so far, it has worked correctly for me.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to manage escalation tickets, centralizing work and SLA tracking in one place. It's easy to clone tickets, improving organization and speed compared to other platforms.
Effortless Ticket Creation and Assignment
What do you like best about the product?
Ease of ticket creation and assignments.
What do you dislike about the product?
Cost is slightly more as there should be a cheaper version as well with limited functionality
What problems is the product solving and how is that benefiting you?
Managing and tracking issues
Seamless Collaboration and Customization with Jira Service Management
What do you like best about the product?
The best thing about Jira Service Management is its tight integration with Jira Software and Confluence, which makes collaboration between service, IT, and development teams seamless — plus it’s highly customizable, with built‑in ITSM features, automation, and an easy‑to‑use request portal.
What do you dislike about the product?
Jira Service Management can be complex to set up, sometimes slow on large instances, has limited built‑in reporting, and can become costly as you scale.
What problems is the product solving and how is that benefiting you?
Jira Service Management centralizes requests, improves incident response, tracks SLAs, and enhances collaboration—resulting in faster resolutions, better visibility, and higher user satisfaction.
Jira: Reliable, Streamlined Request Management for All Departments
What do you like best about the product?
Jira serves as the primary, standardized intake and tracking tool for nearly all internal needs, including high-priority functions like human resources (HR) and information technology (IT) support.
What do you dislike about the product?
Jira serves all my request management needs perfectly, consistently demonstrating reliability and ease of use without introducing any complexity or inefficiency into my workflow.
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) is solving the organizational chaos that arises when employees have to contact different departments (like HR, IT, or Facilities) using various, unstandardized methods (email, chat, phone).
Great for Issue Tracking, But Costly and Complex to Customize
What do you like best about the product?
Jira service management is a tool that helps team manage for customer service and it services. it gives issues, assistance and track the status of any issues. i like the features of service desk, automation and problem management
What do you dislike about the product?
i dislike due to cost, complexity and customization challenge
What problems is the product solving and how is that benefiting you?
for the service desk, zero service management likely refers to the goal of minimizing or eliminating manual efforts, reducing errors and benefits is faster resolution time, reduced errors, customer satisfaction
