Great Tool for Collecting User Requests
What do you like best about the product?
A good tool for collecting requests from users.
What do you dislike about the product?
Some settings aren’t customizable, which is frustrating. I also don’t like the billing tier structure.
What problems is the product solving and how is that benefiting you?
We mainly use it to collect ideas from both within the company and from external contributors.
Powerful No-Code Automation and Flexible ITSM Workflows
What do you like best about the product?
A no-code automation engine with a flexible ITSM workflow, strong automation capabilities, and a clean customer portal that keeps dev, IT, and business teams aligned in one tool.
What do you dislike about the product?
There are too many fields for what should be a simple request, and the options for sharing data are poor and not very convenient.
What problems is the product solving and how is that benefiting you?
It centralizes access requests, data issues, and dependencies, and it adds prioritization and SLAs. It helps ensure work is tracked, visible, and resolved.
Seamless Jira Integration and Transparent Work Status
What do you like best about the product?
alignment/integration with Jira, transparency of work status, IT support,
What do you dislike about the product?
expensive, continuous maintenance, complex setups of UI
What problems is the product solving and how is that benefiting you?
It is working with JSM that helps with centralized request management and standardize process
Structured Ticketing and Automation That Streamline Issue Resolution
What do you like best about the product?
It has a structured ticketing system that keeps requests organized and easy to track. The built-in automation helps cut down on manual work and speeds up issue resolution. It also integrates well with other tools, which makes incident and service management more efficient overall.
What do you dislike about the product?
The interface and workflows can start to feel confusing once they’ve been heavily customized, making it harder to navigate and follow processes.
What problems is the product solving and how is that benefiting you?
It centralizes incidents, service requests, and changes into a structured workflow with clear ownership and responsibility. For me, this translates into faster response times, stronger accountability, and a more efficient, better-organized support operation overall.
Comprehensive task tracking has improved planning and provides clear productivity insights
What is our primary use case?
My main use case for JIRA Service Management is tracking tasks, stories, and epics.
I use JIRA Service Management to track work items, which are mapped to the subtasks in our workflow. Our workflow is designed such that once the program is specific, the epics are defined, and those epics are mapped with a couple of stories and subtasks, meaning the work item is fundamentally mapped to the system.
On a day-to-day basis, JIRA Service Management helps me track today's JIRAs for tomorrow's tasks, showing how many items are tracked. If I utilize automation, it can interlink with other tasks, whether in automated test cases, test frameworks, CI/CD frameworks, or project management frameworks.
What is most valuable?
What I appreciate most about JIRA Service Management is that when it is properly configured based on the program for task tracking, it can be effectively tracked and projected for the workbench structure. JIRA Service Management's burn-out chart and burn-up chart are very useful in tracking how many JIRAs have been closed and how many are open, and milestones can be utilized, making it the best part of the tool that people currently use.
I find that when we are tracking JIRAs in JIRA Service Management, particularly regarding the changes deployed, it becomes essential for closure. We leverage different tools to update validation results into JIRA Service Management, and those details can create a dashboard to present to management showing how many items are on hand, closed, or in progress.
JIRA Service Management has positively impacted my organization by measuring productivity, tracking individual, group, and domain productivity, and assisting other dependent teams as part of monitoring.
What needs improvement?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints.
Regarding JIRA Service Management's API and support, the APIs being provided should include documentation on any new tools or features added, ensuring these updates reach the customers, including beta users.
A suggestion I have for improving JIRA Service Management is enhancing the UI tool for better integration with external tools or components in the open-source market to encourage easier plug-and-play configurations.
For how long have I used the solution?
I have been using JIRA Service Management since prior to my last company for around ten to twelve years.
What do I think about the stability of the solution?
In terms of stability, JIRA Service Management is reliable day-to-day as long as the data is fed in correctly.
What do I think about the scalability of the solution?
JIRA Service Management scales effectively as the number of users, projects, and work items increases, being used extensively across many large organizations.
How are customer service and support?
Regarding customer support for JIRA Service Management, I do not have direct access as there is a separate team, but based on licensing, support is available on a yearly or two-year basis.
Which solution did I use previously and why did I switch?
Before using JIRA Service Management, people in my organization utilized various different tools. It was not a fixed tool, but JIRA Service Management is very powerful and its scalability is significant, as prior to this, we customized programs around IBM tools or other open-source solutions.
Which other solutions did I evaluate?
My organization evaluated several options before choosing JIRA Service Management, as the evaluation focused on usability based on various programs before we acquired it.
What other advice do I have?
For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales. It is scalable based on licensing, and its customizable workflows can meet a variety of customer needs from code integration to validation and releases. I would rate my overall experience with JIRA Service Management as an 8.5 out of 10.
Customizable Queues and Automation That Save Hours—Plus Seamless Slack Alerts
What do you like best about the product?
The customizable queues and automation rules really stand out. I use the SLA tracking and asset management every day for our SOC tickets and compliance audits. The drag-and-drop reassignments are quick and save me a couple of hours each week during incident response. An unexpected win is how seamlessly it links with Slack for real-time alerts, so I can stay on top of updates without leaving my dashboard.
What do you dislike about the product?
The reporting dashboard feels clunky when I need custom security metrics. Pulling SLA breach data requires extra filters and exports, and that slows down my weekly compliance reporting by about an hour. The UI also feels overwhelming when I’m trying to do quick mobile checks during standups, and non-technical stakeholders tend to get lost when navigating the queues. A simpler drag-and-drop report builder, or a much better mobile view, would go a long way toward fixing this.
What problems is the product solving and how is that benefiting you?
We used to struggle with scattered email threads and spreadsheets to track SOC incidents and compliance audits, which led to slower responses and missed SLAs. Since moving to Jira Service Management, we’ve been able to automate ticket routing and set up SLA alerts, and the impact has been clear: about 30% faster resolution times and fewer escalations to execs. It’s also made audit prep much smoother—what used to take days can now be done in hours.
User-Friendly Ticketing That Just Works
What do you like best about the product?
We primarily use it for ticketing technical issues. It is great because you can search for an incident name if you are not sure what to choose. It also is user-friendly. Most users would be an able to figure out how to use it without training.
What do you dislike about the product?
I really don’t have any dislikes for Jira. I have worked with Jira at several companies, and it always serves its purpose.
What problems is the product solving and how is that benefiting you?
It keeps me productive. I work a demanding job, and need access to certain software, and I need my tools to work, so Jira is a easy and quick way to contact our It/HR department for any system issues.
Seamless Integration and Powerful Automation for Cross-Functional Teams
What do you like best about the product?
Stong integration with Software, good balance of power and usability, Built-in ITSM practices without heavy overhead, automation that’s easy to configure and good for cross functional teams.
What do you dislike about the product?
Can feel complex and heavy, large instances with many automations, assests, or integrations can feel slow, reporting is limited without add-ons, automation limits and complexity and licensing costs add up
What problems is the product solving and how is that benefiting you?
Centralizing work into trackable issues, making ownership, status, and priority explicit, real-time dashboards and boards, clear workflows and statuses, linking issues across projects and teams
Effortless Collaboration Across Departments
What do you like best about the product?
The platform is straightforward to use, making it simple to collaborate with different departments throughout the organization.
What do you dislike about the product?
So far, I haven't found anything to complain about. It gets the job done.
What problems is the product solving and how is that benefiting you?
This tool enables us to work together with various teams across multiple projects, helping us stay on schedule.
Seamless Atlassian Integration Elevates the Experience
What do you like best about the product?
One of the standout features is its integration with the Atlassian suite, which I find to be a significant advantage.
What do you dislike about the product?
It is complicated to configure the integration with other tools.
What problems is the product solving and how is that benefiting you?
Maintain a centralized process for handling support requirements.
