Jira Service Management
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945 reviews
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Great Work, it's very helpful to other colleagues
What do you like best about the product?
Incidents raised in JSM can be easily linked to Jira Software issues for faster bug fixes or feature requests.Dev and IT teams work together in the same ecosystem.
What do you dislike about the product?
Too much customization can lead to a messy or inconsistent setup.
What problems is the product solving and how is that benefiting you?
Jira Service Management has helped me streamline service request intake and ensure better collaboration between support and dev teams. I benefit directly from its automation and SLA tracking, which reduce manual effort and keep my team focused on high-impact issues. The built-in ITIL processes have also brought structure and visibility to our incident and change workflows, ultimately improving our service quality.
Jira ticketing System
What do you like best about the product?
Jira Service Management offers streamlined ticketing and workflow automation, making issue tracking efficient and organized.
It enables clear communication between teams with customizable SLAs, reports, and a user-friendly interface.
It enables clear communication between teams with customizable SLAs, reports, and a user-friendly interface.
What do you dislike about the product?
The interface can feel overwhelming at times, especially for new users due to its complexity and numerous configuration options.
What problems is the product solving and how is that benefiting you?
Jira Service Management streamlines incident, request, and change management, helping us respond faster and stay organized across teams.
Does Jira Service Management Live Up to the Hype? A Real-World Review
What do you like best about the product?
1. Seamless Integration with Jira & Atlassian Ecosystem
2.Intuitive Customer Portal & Self-Service
3.Powerful Automation & Workflows
4.Cloud & Data Center Flexibility
2.Intuitive Customer Portal & Self-Service
3.Powerful Automation & Workflows
4.Cloud & Data Center Flexibility
What do you dislike about the product?
1. Pricing & Licensing Can Get Expensive
2. Steep Learning Curve for Non-Jira Users
3.Limited Out-of-the-Box ITSM Features
4.Mobile Experience is Underwhelming
2. Steep Learning Curve for Non-Jira Users
3.Limited Out-of-the-Box ITSM Features
4.Mobile Experience is Underwhelming
What problems is the product solving and how is that benefiting you?
IT operations by centralizing incident tracking, automating ticket routing, and enforcing SLAs reducing resolution time by 30%. Its seamless Jira/Confluence integration eliminates silos, enabling devs and IT to collaborate faster. Real-time reporting cuts manual status updates by 50%, freeing teams for high-impact work.
Streamlined, Powerful, and Easy to Use - Jira Service Management Rocks!
What do you like best about the product?
The best thing about Jira Service Management is how easy it is to use, even for users who aren’t as tech-savvy. The interface is intuitive and clean, making it easy for teams to adopt and use right away. The range of features—ticket management, automation, reporting—gives us everything we need to support both internal teams and external customers. Plus, the integration with other Atlassian tools is seamless, which really adds value when managing multiple projects or tasks.
What do you dislike about the product?
There’s really not much to dislike, but one small area for improvement is the customization options for the UI. While it’s customizable to a point, I think a few more design tweaks could help make it even more user-friendly for specific industries or smaller teams.
What problems is the product solving and how is that benefiting you?
As a Project Manager, Jira Service Management has solved several key challenges:
Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed.
Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity.
Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates.
Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication.
Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective.
Disorganized Requests: It centralizes requests, making it easy to track, categorize, and prioritize, which ensures nothing gets missed.
Inefficient Workflows: Automation and customizable workflows have streamlined tasks and reduced errors, boosting productivity.
Lack of Visibility: Real-time dashboards and reporting give me a clear view of progress, allowing better forecasting and stakeholder updates.
Integration Issues: With seamless integrations across Atlassian tools and Slack, we’ve eliminated tool fragmentation and improved communication.
Benefits: It’s helped me manage timelines, improve team efficiency, and reduce bottlenecks, making project management smoother and more effective.
Robust ITSM Tool That Integrates Seamlessly with Jira
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the entire Atlassian ecosystem, especially Jira Software and Confluence. This allows our development and IT support teams to collaborate efficiently on incidents, service requests, and change management. I also appreciate the high level of customization available — from workflows and SLAs to automation rules — which helps us tailor the platform exactly to our business processes. The intuitive portal for end-users and powerful reporting tools are also big pluses.
What do you dislike about the product?
While Jira Service Management is powerful, its biggest drawback is the steep learning curve—especially for new users or non-technical teams. Initial setup and configuration can be complex, particularly when customizing workflows or permissions. Some advanced features require a deep understanding of Jira administration, which can slow down adoption. Additionally, the pricing can become a concern as you scale, especially if you need access to premium features across multiple teams.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us solve the challenge of managing IT requests, incidents, and changes across multiple teams in a centralized, organized way. Before using it, tracking issues and coordinating between development and IT support was inefficient and prone to miscommunication.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
With JSM, we benefit from streamlined workflows, automated ticket routing, and clear visibility into SLA performance. This reduces response and resolution times, improves collaboration, and ensures critical incidents are addressed promptly. The integration with other Atlassian tools further enhances transparency and knowledge sharing, making our IT operations more proactive and reliable.
Easy to track
What do you like best about the product?
Streamlined IT support and workflows use
What do you dislike about the product?
Complex setup for undestanding and steep learning curve
What problems is the product solving and how is that benefiting you?
It centralizes support requests, boosting team efficiency.
Jira Review
What do you like best about the product?
Ease of use and categorization of different processes makes it absolutely #1 tool to go for.
What do you dislike about the product?
Processing speed can be raised a bit as in current changing ticket statuses takes a bit time occasionally.
What problems is the product solving and how is that benefiting you?
Categorization of support request as per time which really helps in focusing on the priority tickets and creating performance goals for team members makes it easy to track. This is the best tool for internal comms as well.
Excellent Tool for Managing Service Requests and Improving Team Efficiency
What do you like best about the product?
Jira Service Management offers a highly customizable and intuitive interface that makes ticket tracking, workflow automation, and incident management extremely efficient. I particularly like how well it integrates with Confluence and other Atlassian tools, allowing seamless documentation and collaboration. The SLA tracking and real-time reporting features help our IT team stay on top of requests and deliver better service. The ability to create custom queues and categorize requests makes it easy to prioritize tasks.
What do you dislike about the product?
While Jira Service Management is powerful, it can be slightly overwhelming for new users due to its extensive configuration options. The learning curve is steep if you're not familiar with the Atlassian ecosystem. Also, some advanced features are locked behind higher-tier plans, which might be a limitation for small teams. However, once you get used to the interface, the productivity gains make up for the initial complexity.
What problems is the product solving and how is that benefiting you?
Jira Service Management has significantly improved the way we handle IT service requests and incident management. Previously, tracking and prioritizing tickets was time-consuming and prone to miscommunication. With Jira, we now have a centralized platform that allows us to automate workflows, define SLAs, and ensure transparency across teams. The ease of integration with other Atlassian tools helps streamline issue resolution and collaboration. As a result, we’ve reduced response times, increased accountability, and improved customer satisfaction.
One of the top in demand service management tool in market
What do you like best about the product?
The User interface and the ability to configure according to the need. Also the process flow is well streamlined
What do you dislike about the product?
Pricing is much higher comparing to its competitors in market
What problems is the product solving and how is that benefiting you?
Track customer issues through incident and tickets, and streamline the process to resolve it before SLA breach
Jira task hero
What do you like best about the product?
Jira is nice for tracking work. Easy to see who is doing what, and progress is clear. Helps in managing tasks without confusion
What do you dislike about the product?
Sometimes Jira feels slow and too complex. Too many clicks for simple things, and if not set up properly, it gets messy.
What problems is the product solving and how is that benefiting you?
Jira helps in tracking tasks, bugs, and project progress. It keeps the team on the same page, so no work is missed. Main benefit for me is clear visibility – I know what to do, deadlines, and who's responsible for what.
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