Jira Service Management
AtlassianExternal reviews
937 reviews
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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.
Best tool to track progress and manage
What do you like best about the product?
Ease of use
Ease of Implementation
Number of Features
Ease of Implementation
Number of Features
What do you dislike about the product?
memory issue for attachments
options for Jira status
options for Jira status
What problems is the product solving and how is that benefiting you?
Attachment memory issue
Effortless Project Tracking with Jira
What do you like best about the product?
What I like best about Jira Service Management is its ability to streamline service requests, incidents, and changes through a centralized, customizable platform with powerful automation and integration features, making it easy for teams to collaborate, respond quickly, and maintain high service standards
Overall, the platform is highly configurable.
Overall, the platform is highly configurable.
What do you dislike about the product?
Configuring workflows, request types, and permissions can feel overwhelming, especially for those new to Atlassian products or ITSM platforms.
Product enhancement requests are very slow to implement.
Any suggestions need to be voted on their page, and the response is extremely slow
Product enhancement requests are very slow to implement.
Any suggestions need to be voted on their page, and the response is extremely slow
What problems is the product solving and how is that benefiting you?
Jira is the tool that I majorly use to track existing requests and route requests to multiple internal teams.
The workflows created a very robust and we have not experienced and bugs or failures over the years
The workflows created a very robust and we have not experienced and bugs or failures over the years
Best ticketing experience
What do you like best about the product?
I've been using JIRA for a few years now, and overall, it's been a solid experience. It integrates well with other Atlassian tools, which is a big plus for our dev and support teams. The interface can be a bit overwhelming at first, especially for non-technical users, but once you're familiar with it, it's pretty efficient. I like the customizable workflows and how tickets are easy to track and prioritize. There are occasional quirks, but nothing that's been a dealbreaker. Definitely a good choice for teams already in the Atlassian ecosystem.
What do you dislike about the product?
Their AI is still not the best, takes a lot of efforts just to get basic info.
What problems is the product solving and how is that benefiting you?
Tracking historical issues, useful email alerts.
REVIEW FOR JIRA
What do you like best about the product?
1. Easy for Teams, Not Just Techies
JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control.
⸻
2. Keeps Everyone on the Same Page
With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration.
⸻
3. Adapts to You, Not the Other Way Around
Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems.
⸻
4. Brings Dev and IT Together
What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm.
JIRA Service Management isn’t just for IT pros — it’s designed so that anyone, from HR to facilities, can manage requests smoothly. It simplifies complex processes and brings structure, so teams feel less stressed and more in control.
⸻
2. Keeps Everyone on the Same Page
With real-time tracking, SLAs, and smart queues, it keeps customers and agents aligned. No more “Did you get my ticket?”—everyone knows what’s happening and when, which builds trust and reduces frustration.
⸻
3. Adapts to You, Not the Other Way Around
Whether you’re a small team or an enterprise, JIRA grows with you. You can customize workflows, forms, and automations to match how your team works, without feeling boxed into rigid systems.
⸻
4. Brings Dev and IT Together
What makes JIRA Service Management special is how smoothly it connects IT operations with software development. So when something breaks, support and dev can solve it faster — turning chaos into calm.
What do you dislike about the product?
JIRA is packed with features, and while that’s a strength, it can be intimidating for new users. Without proper onboarding, it’s easy to feel lost in a sea of settings, projects, and permissions.
What problems is the product solving and how is that benefiting you?
Tracking our efforts are the high challenge for the people who are individual contributors and who work rarely on a tickets, for them we add those task on JIRA that they performing in future weeks and we move them to sprints from backlog and status will be changed accordingly based on the task process
CMO at Nuvirateck
What do you like best about the product?
Its a proven product and have used in my earlier organisation
What do you dislike about the product?
The UX could have been better compared to tools like monday service
What problems is the product solving and how is that benefiting you?
Its trying to solve the ITSM related issues and is capable to genrate team collab
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