Jira Service Management
AtlassianExternal reviews
937 reviews
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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.
Seamless Integration and Powerful Automation for Teams
What do you like best about the product?
Jira Service Management (JSM) includes its seamless integration with Jira Software, enabling Dev and Support to align; powerful automation and customizable workflows; intuitive self-service portals and knowledge base to deflect tickets
What do you dislike about the product?
Escalating Total Cost of Ownership, The UI is frequently criticized for being cluttered and unintuitive, lacking the modern, fluid experience found in contemporary SaaS tools.Performance Bottlenecks,Restrictive Native Reporting
What problems is the product solving and how is that benefiting you?
Easy to use.
Effortless Ticket Management and Seamless Integration
What do you like best about the product?
It's very helpful for managing all the ticketing needs within your company. When it comes to projects, it makes it easy to organize and distribute workloads among your team members. It also supports effective customer care on a daily basis and integrates smoothly with other tools used in your company.
What do you dislike about the product?
At times, the software feels somewhat rigid, and there are certain requirements that simply cannot be implemented.
What problems is the product solving and how is that benefiting you?
It is helping us connect our FSM tool with our ticketing system for network technicians, as well as with the tools used by customer care. This integration streamlines our processes across different teams.
Powerful Automation, But Complex to Master
What do you like best about the product?
I think Jira Service Management's powerful automation and its seamless integration with other tools like Jira Software and Confluence make it really valuable. I also appreciate its proactive problem management, streamlined change management, and accelerated incident resolution. It's a very powerful tool that we need on a daily basis.
What do you dislike about the product?
I find the complexity of Jira Service Management a bit challenging. There's definitely a steep learning curve which users and admins deal with. Also, the costs can be unpredictable at times, and there are specific limitations when it comes to integration.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management for knowledge-based purposes, faster resolution, better collaboration, and improved self-service. It solves scattered requests, poor visibility, and enhances proactive problem management, streamlined change management, and accelerated incident resolution.
Effortless Project Management with Seamless Integration
What do you like best about the product?
What I appreciate most is how it simplifies all aspects of project management and ticketing. The platform is also easy to use, integrates seamlessly, and offers a high level of customisation.
What do you dislike about the product?
The UI feels too crowded, as if there is too much information displayed on a single screen.
What problems is the product solving and how is that benefiting you?
In my current job, I often need input from various teams, and ticket management systems really help streamline and control the entire workflow.
A saviour that is there all along.
What do you like best about the product?
This has been one of the most useful tools we have installed alongside our services, making our daily processes much easier and allowing everything to be handled more smoothly each day.
What do you dislike about the product?
The product was in the process of being upgraded, and while I never disliked it, I do think there is room for improvement—specifically, a faster release of updates would be beneficial.
What problems is the product solving and how is that benefiting you?
This provided a simpler way for our team to communicate and share updates internally, and we occasionally used it with external clients too.
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