Jira Service Management
AtlassianExternal reviews
937 reviews
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Ticket management and issue tracking smoother
What do you like best about the product?
The tool makes it easy to raise and track tickets with proper categorization. The interface is user-friendly, and the SLA tracking with alerts ensures we don’t miss high-priority issues. Also, its automation and workflow flexibility help reduce manual tasks.
What do you dislike about the product?
Setting up custom workflows or automation rules can be confusing at first. Also, for large teams or multiple projects, it can sometimes feel a bit slow and needs proper configuration for optimal use.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage incidents, service requests, and changes efficiently in one centralized platform. It solves the problem of scattered communication and manual tracking by offering clear ticket ownership, SLAs, and automated workflows. This improves our response time, ensures accountability, and helps us meet service delivery targets. It also keeps stakeholders informed through real-time updates and reports.
Jira is a project management and issue tracking tool used by teams to plan, track and manage
What do you like best about the product?
The best aspects of Jira Service Management are its ability to centralize service requests, automate workflows, and empower teams to deliver high-velocity IT and customer support. Its highlights include easy setup, customizable forms and portals, robust incident and change management, AI-powered automation, strong reporting, and seamless integration with development, knowledge base
What do you dislike about the product?
Common dislikes about Jira Service Management include a steep learning curve, complex and sometimes overwhelming interface, dependence on plugins for advanced features, and higher costs as teams scale. Some users also report limited built-in reporting, occasional performance issues, limited customization without add-ons, and inconsistent customer support
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses several key problems for IT, support, and business teams:
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
Great Tool for all team
What do you like best about the product?
Great for all business needs, including managing internal or external ticket. Easy to create reports and dashboards. There are many scope on dashboard feature but those can be currently handled via third party too. So over all easy to use and lot of triggers and workflow to make your life easy.
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
What do you dislike about the product?
Dashboard creation in JIRA is still a pain. Lot of feature can be added to make a dashboard really customizable and easy to create
What problems is the product solving and how is that benefiting you?
Ticket Tracking, ticket relationship, external communication and building complete context around an issue
Technical Project Manager
What do you like best about the product?
Easy Integration with Jira Software. Customised Dashboards.
I think it can be integrated with POWER BI and TEMPO as well.
Single Reporting.
I think it can be integrated with POWER BI and TEMPO as well.
Single Reporting.
What do you dislike about the product?
Training videos could be helpful for new functional and noon functional users. List of features names or tools which it can use for integration.
What problems is the product solving and how is that benefiting you?
We are looking for some tool for SLA tracking, support tickets tracking and on top of that reporting.
Robust Tool for Service Management
What do you like best about the product?
I like how easy it is to track and manage requests. It connects well with other Jira tools, and the automation saves time. The service portal is also easy for users to use.
What do you dislike about the product?
One downside of Jira Service Management is that it can feel overly complex for new users. Setting up workflows, permissions, or custom fields sometimes requires deep configuration knowledge, and the admin interface isn't always intuitive.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps centralize and track service requests, incidents, and changes in one place.
Wonderful
What do you like best about the product?
Increase productivity, Time saving, wonderful tool
What do you dislike about the product?
I don't have words to describe dislike of Jira Service
What problems is the product solving and how is that benefiting you?
IT service desk, technical solve issue
Jiraaa as a tool
What do you like best about the product?
breakdown of attributes to describe the work, compatible to use
What do you dislike about the product?
takes quiet sometime for page loading and data to populate
What problems is the product solving and how is that benefiting you?
I use it as a ticketing tool and it is convenient
Powerful and flexible service management platform for teams of all sizes
What do you like best about the product?
Jira Service Management offers a seamless way to manage IT requests, incidents, and changes all in one platform. Its deep integration with Jira Software makes collaboration between development and support teams incredibly smooth. The ability to configure workflows, automation, and SLAs based on our internal processes is a huge plus. It’s very customizable, and we especially appreciate the way it links support tickets with related issues in real time.
What do you dislike about the product?
The learning curve can be steep for new users, especially when it comes to configuring advanced workflows or automation. The UI can also feel slightly overwhelming for non-technical users at first. Additionally, some integrations require separate add-ons or Atlassian Marketplace apps, which can add to the cost and setup complexity.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our internal IT support and incident management processes. With clear ticket tracking, SLAs, and automation, we can efficiently triage, prioritize, and resolve issues, improving both team productivity and end-user satisfaction. It also centralizes all service-related communication, ensuring transparency and accountability across teams.
Easy to Use and Reliable
What do you like best about the product?
“What I like best about Jira is how it brings transparency and structure to project management. The customizable dashboards and boards (Scrum or Kanban) make it easy to track tasks and progress at a glance. I especially value the ability to create workflows tailored to the team’s needs, which helps ensure consistency and accountability. The reporting and backlog management features are excellent for prioritization and sprint planning, and the integrations with tools like Confluence, Slack, and GitHub make collaboration seamless. Overall, Jira helps me keep projects on track while giving both the team and stakeholders real-time visibility.”
What do you dislike about the product?
“One challenge I’ve noticed with Jira Service Management is that the interface can feel a bit complex for new users, especially those not familiar with Jira. Configuring custom workflows and automation rules sometimes requires a steep learning curve, which can slow down adoption. Additionally, reporting dashboards could be more user‑friendly out of the box, since they often need customization to give stakeholders the right insights. That said, once the team is trained and workflows are set up properly, these issues are largely resolved, and the tool becomes very powerful.”
What problems is the product solving and how is that benefiting you?
“Jira Service Management helps solve the problem of unstructured IT requests and lack of visibility. Instead of handling issues through scattered emails or calls, all requests come into one centralized system where they can be tracked, prioritized, and assigned. For me, this ensures nothing gets missed and SLAs are consistently met. The automation rules reduce repetitive work, like categorizing or routing tickets, which saves time and allows me to focus on actual problem-solving. The built-in knowledge base integration also helps reduce repeat tickets, since users can find solutions themselves. Overall, it improves efficiency, accountability, and user satisfaction, while giving managers clear insights through reports and dashboards.”
Jira Service Management Review as an ITSM analyst for production management
What do you like best about the product?
Jira Service Management offers a clean, user-friendly UI for all agents and customers along with seamless integration capability with Jira software enabling smooth collaboration across the IT teams.It also offers very powerful customizable workflows with SLA tracking and allows users to automate rules for streamlined service.
What do you dislike about the product?
It takes considerable amount of time initially to setup, configure especially in complex project cases.It also demands individual to invest time and learn things
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
to understand the different workflows, admin functions, permission schemes and also to keep up with upcming product changes. It makes to feel costly with any additional add-ons.
What problems is the product solving and how is that benefiting you?
Strealined ITSM processess(production events like Change, Incident, Release), easy integration plugins, easy cross collaboration across teams.
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