Jira Service Management
AtlassianExternal reviews
945 reviews
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Robust ITSM Platform with Great Automation Features
What do you like best about the product?
Powerful automation and workflow customization , The integration with Jira Software is also a big plus - it bridges the gap between our support and development teams seamlessly.
What do you dislike about the product?
The initial setup complexity - configuring workflows , SLAs , permissions , and automation rules can be overwhelming for new admins or smaller teams without dedicated Atlassian expertise.
What problems is the product solving and how is that benefiting you?
It helps us centralize IT support , incident tracking , and internal service requests in one organized system. Now , we have clear visibility into ticket status , SLAs , and team workloads.
Ease to use
What do you like best about the product?
as an agent i can easily manage tickets by creating own dashboard.
What do you dislike about the product?
unable to identify service request and incident.
What problems is the product solving and how is that benefiting you?
I can centralized system to log, track, prioritize, and resolve incidents with clear ownership.
Execellent
What do you like best about the product?
1. Easy & Efficient Ticket Management
• Allows teams to capture, track, and resolve requests quickly.
• Customer portals make it easy for users to raise tickets without technical knowledge.
• SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically.
2. Powerful Automation
• Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues).
• Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket.
3. Collaboration Across Teams
• Works well with Jira Software — development and support teams can collaborate seamlessly.
• Comments & internal notes keep communication clear without confusing the end-user.
• Allows teams to capture, track, and resolve requests quickly.
• Customer portals make it easy for users to raise tickets without technical knowledge.
• SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically.
2. Powerful Automation
• Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues).
• Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket.
3. Collaboration Across Teams
• Works well with Jira Software — development and support teams can collaborate seamlessly.
• Comments & internal notes keep communication clear without confusing the end-user.
What do you dislike about the product?
Nothing, all good about this Jira service.
What problems is the product solving and how is that benefiting you?
1. Easy & Efficient Ticket Management
• Allows teams to capture, track, and resolve requests quickly.
• Customer portals make it easy for users to raise tickets without technical knowledge.
• SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically.
2. Powerful Automation
• Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues).
• Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket.
3. Collaboration Across Teams
• Works well with Jira Software — development and support teams can collaborate seamlessly.
• Comments & internal notes keep communication clear without confusing the end-user.
• Allows teams to capture, track, and resolve requests quickly.
• Customer portals make it easy for users to raise tickets without technical knowledge.
• SLAs (Service Level Agreements) are built-in, so you can prioritize critical issues automatically.
2. Powerful Automation
• Rule-based automation reduces repetitive work (e.g., auto-assign tickets, send notifications, escalate issues).
• Integration with Confluence allows for automatic knowledge base suggestions when someone raises a ticket.
3. Collaboration Across Teams
• Works well with Jira Software — development and support teams can collaborate seamlessly.
• Comments & internal notes keep communication clear without confusing the end-user.
Streamlined ticketing system that keeps our IT team on track.
What do you like best about the product?
Jira Service Management makes it really easy to track, assign, and resolve tickets in a structured way. I like how it integrates well with Confluence and other Atlassian tools. The ability to create custom workflows and SLAs helps us manage internal IT support efficiently. Notifications, escalations, and reporting are also really helpful for tracking performance and staying on top of issues.
What do you dislike about the product?
For new users it can take some time to get used to the navigation and understand how to configure workflows properly. Also, certain customizations require admin-level access or technical knowledge, which might not be ideal for smaller teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage internal support tickets and incidents efficiently. It keeps our team aligned, tracks SLAs, and gives visibility into ticket status and workload. Logging time for tasks is straightforward, which helps with accountability and reporting. Overall, it’s made our support process more structured and transparent.
Tech writers review
What do you like best about the product?
Easy to understand, has many features where other competitors are having less features
What do you dislike about the product?
There are no specific dislikes that we can talk about Jira Service Management.
What problems is the product solving and how is that benefiting you?
I use it daily for review, adding tasks
Jira for project management
What do you like best about the product?
It offers a powerful yet easy-to-use IT service desk with built-in SLA tracking, automation, and custom workflows. It integrates smoothly with development tools (like Jira Software), enabling faster incident resolution and better collaboration between IT and Dev teams. Its self-service portal and knowledge base also reduce ticket volume and improve user experience.
What do you dislike about the product?
There is nothing specifically to dislike jira tool
What problems is the product solving and how is that benefiting you?
1. Unorganized IT Requests
🔧 Problem: IT teams struggle with tracking, prioritizing, and resolving support tickets.
✅ Benefit: JSM centralizes requests in a structured, trackable system with SLAs and categories.
2. Slow Incident Response
🔧 Problem: Delayed resolution due to lack of coordination.
✅ Benefit: Integrates with DevOps tools, enabling faster incident escalation and resolution.
3. No Visibility into Workload
🔧 Problem: Hard to see who’s working on what.
✅ Benefit: Dashboards and queues show real-time workload and ticket status.
4. Manual Repetitive Tasks
🔧 Problem: Wasting time on approvals, assignments, and notifications.
✅ Benefit: Automation rules streamline workflows, saving time and reducing errors.
🔧 Problem: IT teams struggle with tracking, prioritizing, and resolving support tickets.
✅ Benefit: JSM centralizes requests in a structured, trackable system with SLAs and categories.
2. Slow Incident Response
🔧 Problem: Delayed resolution due to lack of coordination.
✅ Benefit: Integrates with DevOps tools, enabling faster incident escalation and resolution.
3. No Visibility into Workload
🔧 Problem: Hard to see who’s working on what.
✅ Benefit: Dashboards and queues show real-time workload and ticket status.
4. Manual Repetitive Tasks
🔧 Problem: Wasting time on approvals, assignments, and notifications.
✅ Benefit: Automation rules streamline workflows, saving time and reducing errors.
Great tool for managing cloud incidents and service requests effectively.
What do you like best about the product?
Jira Service Management is excellent for managing and prioritizing IT incidents. I love how it integrates with Datadog to automatically create tickets for anomalies. It helps streamline the response process by assigning tickets to the right teams and escalating Priority 1 issues quickly. The customizable workflows, real-time tracking, and collaboration with L2/L3 support teams make it a powerful and reliable tool.
What do you dislike about the product?
One downside is that the interface can feel a bit overwhelming for new users. Setting up custom workflows and automation rules requires some learning, especially without proper documentation. Additionally, performance can occasionally slow down when handling large ticket volumes or extensive filters.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage IT incidents, service requests, and access issues efficiently. It centralizes our ticketing system, integrates seamlessly with Datadog to trigger alerts automatically, and ensures faster resolution of critical issues. This has significantly improved our response time, reduced system downtime, and helped maintain SLAs by assigning and tracking issues in real-time across L1, L2, and L3 support teams.
Streamlining IT Support with Jira Service Management: A Reliable Solution for Scalable Operations
What do you like best about the product?
We have been using Jira Service Management in our organization for IT support and internal service requests, and the experience has been quite good. It helps bring transparency and accountability across teams, especially with features like SLAs, custom workflows, and automation rules.
The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner.
There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts.
Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination.
The integration with Jira Software and Zendesk is a big advantage, helping both technical and non-technical teams stay on the same page. Ticket tracking becomes seamless, and escalations are handled in a timely and structured manner.
There is a bit of a learning curve in the beginning, especially for new users and admins, but once it’s properly set up, it works very smoothly. Custom workflows and automation features really help in reducing manual efforts.
Overall, Jira Service Management is a dependable and scalable platform, especially suitable for mid to large-sized Indian companies looking to streamline their service operations and improve inter-team coordination.
What do you dislike about the product?
While Jira Service Management is quite powerful, a few areas could be improved. The initial setup and customization can be complex, especially for teams without dedicated Jira admins. Some of the advanced configurations, like automation rules or custom SLAs, require a good understanding of the system.
Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help.
Also, the user interface can feel slightly overwhelming for new users, and onboarding non-technical staff sometimes takes extra effort. Reporting and dashboard customization are decent but could be more intuitive for business users who want quick insights without depending on technical help.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us streamline IT support, manage service requests efficiently, and ensure timely escalations. It also plays a key role in tracking product roadmap deliverables by aligning development and support teams. This improves cross-team collaboration, reduces manual follow-ups, and brings transparency to issue tracking. As a result, our response time has improved, and overall service delivery has become more organized and reliable.
Efficient Ticket Management Across Clients
What do you like best about the product?
Jira is a project management and issue-tracking tool used to manage tickets across multiple clients. It supports custom workflows, issue types, permissions, and automation, making it ideal for tracking tasks, bugs, and service requests in software and IT teams.
What do you dislike about the product?
Nothing to dislike about the tool, using this tool can manage all tickets
What problems is the product solving and how is that benefiting you?
We were unable to track logs for all clients using Excel, but Jira has made this process much easier and more efficient.
A Powerful Tool for Streamlined IT and Support Management
What do you like best about the product?
What I like best about Jira Service Management is how seamlessly it helps manage IT support tickets through customizable workflows, automation, and SLAs. It improves visibility across teams and keeps everything well-organized in one place. The ability to integrate with other Atlassian products like Confluence and Jira Software adds a lot of value and streamlines collaboration between development and operations teams.
What do you dislike about the product?
Jira Service Management offers an intuitive and structured way to manage IT service requests, incidents, and changes. I especially appreciate the flexibility it gives in customizing workflows, SLAs, and automation rules. Its seamless integration with other Atlassian tools like Jira Software and Confluence makes collaboration across teams effortless. The built-in knowledge base and request portal really enhance the end-user experience too.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline our entire IT service delivery process. It centralizes all support requests, incidents, and change approvals into a single, easy-to-manage platform. This reduces response and resolution times, ensures accountability through SLA tracking, and provides clear visibility into the workload of our IT team. It's also helped align our support and development teams thanks to deep integration with Jira Software, improving collaboration and reducing time to deploy fixes or updates.
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