Jira Service Management
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Easy to use
What do you like best about the product?
It is very user friendly and helps to keep track of all incident in right manner. It also allow us to record root cause and change details.
What do you dislike about the product?
On-boarding team time, it takes too much time to on-board a user.
What problems is the product solving and how is that benefiting you?
It is helping to track all the task.
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.
Streamlined IT Support with Powerful Features!
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with other Atlassian products, especially Jira Software and Confluence. This creates a unified environment that makes team collaboration much easier and more efficient. The platform’s high degree of customizability stands out you can easily modify workflows, set up SLAs, and automate tasks to fit your specific business needs. Additionally, the intuitive self-service portal and automated ticket routing significantly improve ticket management by simplifying request submission and ensuring tickets reach the right people quickly. The reporting and analytics features are also very strong, helping teams monitor progress and continuously improve service delivery.
What do you dislike about the product?
What I dislike about Jira Service Management is that it can feel a bit complicated at first, especially if you’re new to Atlassian products. The interface isn’t always the most intuitive, so there’s definitely a learning curve before you feel comfortable navigating and using all the features. I’ve also found that to unlock advanced reporting or certain customizations, you may need extra plugins or add-ons, which could add to the cost. While the core functionalities are great, sometimes managing users or recovering accidentally deleted items isn’t as easy as I’d like. Overall, it’s powerful but takes some getting used to.
What problems is the product solving and how is that benefiting you?
Jira Service Management is solving several key problems for our team, particularly around organizing and streamlining IT support and service management. Before adopting it, we struggled with tracking requests, inconsistent communication, and delays in resolution. With Jira Service Management, we can now efficiently capture all service requests in one place, assign them to the right people, and monitor progress from start to finish. The built-in automation and customizable workflows have minimized manual work and helped standardize how we handle different types of requests.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
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.
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.
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.
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
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