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?

The best about Jira Service Management is that it is easy to use and understand, it was also easy when we tried to implement and integrate the application for our customers. We begin to use the application frequently because of the features it contains, and it makes are ticketing work easy.

What do you dislike about the product?

I wouldn't be able to find a dislike about Jira while using it.

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

To track all the ticket and incident that occur in our environment and can be able to view back the resolution whenever we required, which is helping us in tracking as well educating the new user by allowing them to view the previous tickets

What do you like best about the product?

It is an excellent platform for raising support ticket for IT service team. Corresponding to your ticket we can also create test cases and automate it . This provide seamless help to me until issue gets resolved.

What do you dislike about the product?

In my knowledge I dont have much challenges . Too far its fulfilling my purpose. I feel it will be more challenging to those who do intial setup.

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

First of all easy support at one place. I can manage and look the status of my ticket and can reach out accordingly to concern person for help.

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?

Seamless integration with Jira Software & Confluence, enabling DevOps, IT, and support teams to collaborate fluidly on incidents and change requests, Highly customizable: workflows, SLAs, automation rules and request types can be tailored to business needs.

What do you dislike about the product?

Initial setup complexity: configuring workflows, permissions, automations can be time-consuming
Steep learning curve, especially for non-technical users or those unfamiliar with Jira’s administration

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

incident tracking, service requests. Automated ticket routing, approvals, and notifications significantly reduce manual overhead. Jira Software and Confluence allows support and dev teams to collaborate on bug fixes and root cause analysis seamlessly.

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?

It’s extremely useful for managing IT and software development projects. I like how it centralizes requests, tracks issues efficiently, and allows for detailed customization to match project needs.

What do you dislike about the product?

The interface can be overwhelming for new users, but ones you learn it it it easy to handle

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

It helps organize and track IT projects, manage incidents, and streamline communication between teams. Keeps everything more structured and transparent.

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?

As an administrator, I find Jira Service Management easy to manage and configure. It allows me to create workflows and automation rules based on our team's needs. Assigning tickets, tracking SLAs, and creating dashboards is simple. It also works well with other Atlassian tools like Confluence. Our IT team is able to resolve issues faster and keep everything organized.

What do you dislike about the product?

Some settings can be confusing for new admins. The interface has many options, which is good, but takes time to learn. Also, a few useful features are not available in the basic plan and need extra payment or plugins.

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

Jira Service Management helps us organize and track IT support requests in one place. Earlier, we used to miss or delay some tickets, but now everything is properly recorded and assigned to the right team. It also helps us meet SLAs, track performance, and respond to issues faster. This has improved both team productivity and user satisfaction.