Automated client support has streamlined access requests and centralizes ticket workflows
What is our primary use case?
I use JIRA Service Management to provide access management and address any technical issues because it documents what we have done and how we have done it. I can check live past tickets to work on them, which is how I work with JIRA Service Management.
I use JIRA Service Management for our client support operations. Clients raise ticket requests from Slack, and the portal requests come to me in JIRA Service Management project, where I deliver assistance. I can check requests from emails as well, and clients can also create tickets. I have added several automations, making JIRA Service Management perfect for providing client support.
What is most valuable?
JIRA Service Management offers many valuable features, including automations for tickets such as automated responses and automatic workflow changes. There is also the option to integrate with Slack, which allows users to get responses there and create tickets from Slack or email. I can add fields to differentiate every ticket type.
JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it. In service companies, everyone is familiar with JIRA, so my company also uses it, making it easier for new users to join and get support. It saves me time, and my experience with JIRA Service Management is very good.
JIRA automation simplifies my day-to-day work immensely. For example, if any access tickets come through Slack, I have integrated the API to automatically grant access to the user's Slack. These automations make my team's work easy.
I have saved time with the automation, and there are also automated responses to users which make my work easier. I set up workflows that enhance efficiency.
What needs improvement?
I do not feel any features are missing in JIRA Service Management that need improvement.
In automation, sometimes when I select fields, not all fields are available, which can lead me to create a complex JQL query. However, I receive help from the support team to resolve these issues.
There are no other improvements needed for JIRA Service Management that I have not mentioned.
For how long have I used the solution?
I have been using JIRA for five years, and I have exposure to applications like JIRA Service Management, the main products, JIRA Product Discovery, and JIRA Assets and Confluence. These are all the Atlassian products my organization is using. JIRA Service Management offers many functionalities for client support, so it is very good to use.
What do I think about the stability of the solution?
JIRA Service Management is stable for my needs; I have not encountered any issues with reliability.
What do I think about the scalability of the solution?
JIRA Service Management's scalability is excellent; I just need to submit an email to indicate how many licenses I want.
How are customer service and support?
I have reached out to customer support whenever I face an issue in JIRA, especially when creating any automation. My experience has been great; I receive responses, but sometimes it results in wasting time.
Which solution did I use previously and why did I switch?
I am not using any other solution before JIRA Service Management.
What's my experience with pricing, setup cost, and licensing?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
Which other solutions did I evaluate?
I evaluated Zendesk, but JIRA seems perfect for my needs.
What other advice do I have?
My advice for others looking into using JIRA Service Management is to go for it. I would rate my experience with JIRA Service Management a 10 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Highly Customizable Forms with Lots of Possibilities
What do you like best about the product?
All the possibilities of customization via the forms
What do you dislike about the product?
No real possibility for a full personalized service desk home page
What problems is the product solving and how is that benefiting you?
One sole service desk platform with access restrictions for specific group of people / Grouped request type to ease the user navigation
Excellent Centralized Ticketing with Automation, SLA Tracking, and Seamless Integration
What do you like best about the product?
It does an excellent job of centralizing requests, incidents, and internal tasks in one structured system. I especially like the automation rules, SLA tracking, and seamless integration. It makes collaboration between support, technical teams, and stakeholders very efficient while maintaining clear visibility into ticket status and ownership.
What do you dislike about the product?
The initial setup and configuration can feel overwhelming, especially for new users or smaller teams without a dedicated admin. Some advanced workflows and automation rules also require trial and error to get right, and reporting can feel limited unless you customize dashboards extensively or use add-ons.
What problems is the product solving and how is that benefiting you?
It solves the problem of scattered communication and untracked support requests. By providing a single source of truth for tickets, SLAs, and escalations, it improves response times, accountability, and customer satisfaction. It also helps teams prioritize work more effectively and identify recurring issues through data and reporting, leading to continuous process improvement.
Service-Oriented Platform That Streamlines Ticket Management
What do you like best about the product?
Service oriented platform
Receive service requests via help centers, email, or embeddable widgets
Track progress and prioritize work in queues
Route tickets automatically
What do you dislike about the product?
Complex setup
Limited ITIL features
Cost increase with scale
Performance issue with large instances
What problems is the product solving and how is that benefiting you?
Centralizes service delivery for IT and business teams
Improves visibility into workloads and timelines
Automates repetitive tasks
Helps meet Service Level Agreements (SLAs)
Unmatched Flexibility and Seamless Integration in Service Management
What do you like best about the product?
What I appreciate most about Jira Service Management is its flexibility and seamless integration within the Atlassian ecosystem. It enables teams to tailor workflows, SLAs, and automation to fit actual business processes, all while offering a clean and intuitive customer portal. Managing incidents, changes, and service requests in a single platform enhances visibility, accountability, and the overall efficiency of service delivery.
What do you dislike about the product?
What I dislike about Jira Service Management is that some advanced use cases require significant configuration and ongoing maintenance. There are limitations around complex SLA setups, reporting is fairly basic out of the box, and scaling for multiple clients often requires multiple projects, which increases administrative effort. For advanced automation and reporting, reliance on premium plans or third-party add-ons is often unavoidable.
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses the issue of fragmented service processes by bringing together service requests, incidents, changes, and SLAs onto one unified platform. This centralization enhances visibility, accountability, and collaboration between support and engineering teams. In my experience, this has led to greater control over service delivery, quicker resolution of issues, clear tracking of SLAs, and a more organized and efficient support operation.
Effortless Support and Seamless Integration for All Teams
What do you like best about the product?
What I like best about Jira Service Management is the ease of use for both IT (and even non-IT teams) to provide great customer support, easily integrating all the number of features Atlassian has to offer, into our environment. Our teams are able to use it every day and and not be annoyed with it, compared to other ITSM solutions.
What do you dislike about the product?
The licensing model, and not being able to purchase smaller batches, is my dislike.
What problems is the product solving and how is that benefiting you?
At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform.
Quick, Complete, and Easy to Use
What do you like best about the product?
I really enjoy using Jira Service Management as it is an extremely comprehensive and easy-to-use tool. The ability to easily clone tickets allows me to work on the same project with different cases effectively. Additionally, I highlight that the platform is extremely fast, which is a great differentiator compared to other ticket management platforms that tend to be slow. Appreciating the speed and efficiency in ticket handling is key to my daily performance. I also value that it allows me to have all the tickets in one place, which helps to keep track of what is being worked on and what has already been resolved. The ability to generate reports on the SLAs managed by each ticket is also very useful.
What do you dislike about the product?
Honestly, I have no complaints about it; so far, it has worked correctly for me.
What problems is the product solving and how is that benefiting you?
I use Jira Service Management to manage escalation tickets, centralizing work and SLA tracking in one place. It's easy to clone tickets, improving organization and speed compared to other platforms.
Effortless Ticket Creation and Assignment
What do you like best about the product?
Ease of ticket creation and assignments.
What do you dislike about the product?
Cost is slightly more as there should be a cheaper version as well with limited functionality
What problems is the product solving and how is that benefiting you?
Managing and tracking issues
Jira: Reliable, Streamlined Request Management for All Departments
What do you like best about the product?
Jira serves as the primary, standardized intake and tracking tool for nearly all internal needs, including high-priority functions like human resources (HR) and information technology (IT) support.
What do you dislike about the product?
Jira serves all my request management needs perfectly, consistently demonstrating reliability and ease of use without introducing any complexity or inefficiency into my workflow.
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) is solving the organizational chaos that arises when employees have to contact different departments (like HR, IT, or Facilities) using various, unstandardized methods (email, chat, phone).
Great for Issue Tracking, But Costly and Complex to Customize
What do you like best about the product?
Jira service management is a tool that helps team manage for customer service and it services. it gives issues, assistance and track the status of any issues. i like the features of service desk, automation and problem management
What do you dislike about the product?
i dislike due to cost, complexity and customization challenge
What problems is the product solving and how is that benefiting you?
for the service desk, zero service management likely refers to the goal of minimizing or eliminating manual efforts, reducing errors and benefits is faster resolution time, reduced errors, customer satisfaction
