What do you like best about the product?

Self-service portal for users to submit requests and find help

Automated workflows to streamline ticket resolution

SLA tracking and reporting

What do you dislike about the product?

Steep learning curve, especially for new users or admins.

Customizing workflows, permissions, and automation rules can be time-consuming

What problems is the product solving and how is that benefiting you?

Agile project management (supports Scrum, Kanban, or hybrid workflows)

Issue tracking (bugs, tasks, stories, epics)

Sprint planning and release tracking

Integration with tools like Git, Bitbucket, and CI/CD pipeline

What do you like best about the product?

Being able to configure Portals with various different work item types and related forms is essential for supporting users/clients and getting the most from their service request

What do you dislike about the product?

Limitations on the external clients ability to view filters/dashboards that have been configured to display their datasets

What problems is the product solving and how is that benefiting you?

Generation of a range of Helpdesk ticket types, ensuring that end users are able to successfully categorise their request, directing it to the most suitable respondent (i.e. via downstream Jira automations) for speedy responses and quick resolutions to reported issues.

What do you like best about the product?

Jira Service Management is a reliable tool for managing escalations and tracking ticket progress in our organization. Whenever we face an issue, we immediately check the related Jira ticket for updates, which helps keep communication clear and structured. Our management also uses Jira to review team performance by tracking how many tickets each person has worked on. Personally, I’ve contributed to both permanent and temporary projects, such as Sharecommunity and WSS. For Sharecommunity alone, we've handled over 100+ tickets. Jira makes it easy to monitor these activities and maintain accountability across different teams.

What do you dislike about the product?

Previously, we were able to export tickets based on a selected date range, which was very helpful for reporting and tracking project history. However, after a recent backend update, this export feature stopped working.

What problems is the product solving and how is that benefiting you?

Jira Service Management helps us track IT issues, service requests, and escalations in a clear and organized way. Before Jira, it was hard to know who was working on what, and updates were often missed. Now, everything is logged under tickets, which improves communication and accountability.It also gives us a clear view of workload distribution. For example, I’ve worked on both long-term and temporary projects like Sharecommunity and WSS, and Jira makes it easy to track ticket volume per project.We also use Jira to follow up on escalations quickly. Checking ticket status and ownership helps us respond faster and avoid confusion.

What do you like best about the product?

- Automates boring tasks to save time easier for me and team to implement.
- Helping me fix problems quickly and track them well.
- Shows fruitful reports on team performance and issues.
- Working well with other tools like Jira and Confluence.
-Good customer support, Team using frequently.

What do you dislike about the product?

- Bit complicated and hard to learn for beginners or small teams.

- Pricing is bit high and can get confusing as team grows.

What problems is the product solving and how is that benefiting you?

- Keeps all support tickets and problems in one place.

- Automates routine tasks to save time.

- Helps fix issues faster with clear steps.

- Makes sure nothing gets missed or forgotten.

What do you like best about the product?

segregate projects and manage them independently

What do you dislike about the product?

difficulty of the first configuration and setup

What problems is the product solving and how is that benefiting you?

We've been using Jira Service Management for more than two years, and it's become an integral element of our daily IT service operations. One of the most useful features we've discovered is the ability to separate and manage projects individually. This amount of flexibility enables our teams to build well-defined workflows, prioritize tasks depending on unique project requirements, and avoid the complexity that might result from overlapping duties or shared resources. Each project can have its own queues, SLAs, automation rules, and permissions, making complicated settings much more manageable.
Another feature that jumps out is the simple ticketing process. Whether you're manually creating a request or logging an incident, the UI is sleek and easy to use, especially for beginners. Tickets may be easily sorted, prioritized, and monitored, ensuring that no requests fall through the gaps. We particularly love how configurable the forms and workflows are, allowing us to modify the system to meet our specific requirements.
Jira Service Management excels at cooperation and visibility. The integration with other Atlassian applications like as Confluence and Jira Software facilitates cross-functional collaboration, knowledge sharing, and departmental transparency. Internal comments, tagging team members, and real-time updates all contribute to improve communication and response time.
Another area of strength is automation. We've been able to automate typical processes such as ticket assignments, status updates, and email notifications, reducing manual work and increasing team efficiency.
However, the application has a learning curve, particularly for those unfamiliar with the Jira ecosystem. The initial setup process can be time-consuming, and some features may require administrative or technical assistance to effectively configure. However, once operational, the system demonstrates remarkable scalability and dependability.
Overall, Jira Service Management has significantly improved our ability to handle IT support, service requests, and operational procedures. Its organized approach, wide customization options, and deep connection with other technologies make it an effective platform for any firm seeking to develop or improve IT service management processes.

What do you like best about the product?

It's easy to learn. Better than other ticketing tool to follow up.

What do you dislike about the product?

Some times notification will not pop up.

What problems is the product solving and how is that benefiting you?

To address the query within given SLA

What do you like best about the product?

Really like the collective features which give a seamless experience.

What do you dislike about the product?

a new user would find it little complex beforehand

What problems is the product solving and how is that benefiting you?

Really liked the automated workflows, SLA rules, approvals, and queues, really streamlines the request management.

What do you like best about the product?

Jira Service Management's strength lies in its ability to streamline service delivery and improve team collaboration. It excels at centralizing request management, automating workflows, and providing a robust knowledge base for self-service support. The platform's integration with other Atlassian tools, like Confluence for knowledge base management, enhances its overall value.

What do you dislike about the product?

Jira Service Management (JSM) has some downsides, including a steep learning curve, complex interface, and potential performance issues, especially with large numbers of users or complex configurations. Some users also find it lacks certain basic ticketing system features or struggles with specific integrations. Additionally, the tool may not be ideal for teams not using Agile methodologies due to its focus on that framework.

What problems is the product solving and how is that benefiting you?

Jira Service Management (JSM) solves problems related to inefficient service delivery, lack of collaboration, and poor visibility across teams by providing a centralized platform for managing service requests, incidents, problems, and changes. This leads to benefits like faster response times, improved customer satisfaction, and better team collaboration, ultimately increasing overall efficiency and productivity

What do you like best about the product?

It helps us to adopt quickly because of its real time updates.

What do you dislike about the product?

Its just the it is more complex than other tools.

What problems is the product solving and how is that benefiting you?

Well it makes collaborations with teams easier.

What do you like best about the product?

Customer support, ease of integration, number of features, ease of use

What do you dislike about the product?

ease of implementation, frequency of use

What problems is the product solving and how is that benefiting you?

Jira Service Management just like service, I think it helps in managing hardware products to-date.