Jira Service Management
AtlassianExternal reviews
945 reviews
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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
Great product to create custom workflows for different products
What do you like best about the product?
Automation rules: Save tons of time by auto-assigning tickets, escalating based on SLAs, or notifying the right stakeholders
What do you dislike about the product?
Stakeholders from non-IT backgrounds often find the admin interface unintuitive, which can slow adoption.
What problems is the product solving and how is that benefiting you?
Quick escalations with faster incident resolution and better collaboration with respective teams.
JIRA review on panel
What do you like best about the product?
Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved.
What do you dislike about the product?
One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently.
Great CRM tool
What do you like best about the product?
Flexibility, search options, and modifications to the custom SDs
What do you dislike about the product?
Can be messy to learn, or can overwhelm, if it is not set up properly
What problems is the product solving and how is that benefiting you?
It solves the issue with reaching out and finding people responsible for various issues allowing me to have a single contact point for various teams
Jira Service Management
What do you like best about the product?
I like its service, and very much efficient to work
What do you dislike about the product?
Most of the time it is very convinient but sometimes it had a few bugs
What problems is the product solving and how is that benefiting you?
To monitor all the internal tickets
My love for Jira
What do you like best about the product?
It’s easy to track, prioritize, and manage customer requests in one place.
What do you dislike about the product?
Some features can be complex to set up and may require a learning curve.
What problems is the product solving and how is that benefiting you?
It helps manage and organize support tickets efficiently, improves team collaboration, and ensures faster response times—leading to better customer satisfaction.
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