Jira Service Management
AtlassianExternal reviews
933 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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 makes managing any project seamless
What do you like best about the product?
Jira is easy to learn. Even though it has umpteen features still it is easy to navigate and manage the projects, chats with team and ticket management.
What do you dislike about the product?
Jira has been regular with its updates and I have not faced any problems as such
What problems is the product solving and how is that benefiting you?
It has been very helpful in managing customer queries and helping in providing resolutions. It also easy to track the requests internally.
A powerful tool for issue tracking and team collaboration.
What do you like best about the product?
Great for tracking issues, tasks, and bugs with detailed fields and workflows. Comments, mentions, attachments, and real-time updates support team communication. Flexible configurations to match your team’s process
What do you dislike about the product?
Costs can add up quickly as team size and customization needs grow.
What problems is the product solving and how is that benefiting you?
Jira Service Management streamlines service delivery by centralizing requests, improving collaboration, and accelerating resolution with smart workflows and automation.
Streamlined IT Service Management with Great Flexibility
What do you like best about the product?
Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The modern UI and rich permission controls make it easy for both agents and stakeholders to collaborate efficiently.
What do you dislike about the product?
The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas. Also, reporting capabilities could be more intuitive, and it would help to have more out-of-the-box dashboard widgets for quick insights.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps centralize and streamline service requests, incident tracking, and change management processes across multiple teams. It reduces response times and improves internal transparency. Integration with Jira Software ensures that issues are routed directly to development when needed, minimizing hand-off delays and improving resolution speed.
Best tool for incident management
What do you like best about the product?
It features a robust notification system that keeps all stakeholders informed via in-app, email, and mobile app channels. It clearly highlights ticket edits by showing what was changed and the previous values, while also maintaining a complete history of events from ticket creation to closure. The interface is intuitive and user-friendly.
What do you dislike about the product?
Nothing as such. The UI and font of the recent upgrade is bad. Last one was better.
What problems is the product solving and how is that benefiting you?
Bugs, feature requests, stories, tasks.
jira software usage in fretron pvt ltd
What do you like best about the product?
the most we like about Jira Service Management is its ease of use, allowing us to assign tasks to all members efficiently. It also offers ease of implementation, enabling us to quickly deploy task-tracking towers for all pending activities and monitor how far behind we are. Its ease of integration lets us connect with other tools seamlessly. Moreover, the customer support is responsive, and we frequently use the platform due to its wide number of features and frequency of use that make project management highly effective.
What do you dislike about the product?
the board is too long and it should be simple like asana
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us streamline task management, improve team collaboration, and resolve issues faster. It provides clear visibility into assigned tasks, automates workflows, and integrates easily with our existing tools. With real-time tracking and strong customer support, it enables better decision-making and keeps stakeholders informed—ultimately boosting our efficiency and accountability.
Best in the industry up until now
What do you like best about the product?
Jira Service Management by Atlassian is one of the most powerful and flexible IT service management (ITSM) tools available today. It’s widely used by teams of all sizes—from startups to large enterprises—to manage internal service requests, incidents, changes, and more.
Seamless Integration with Jira Software
Customizable Workflows
Seamless Integration with Jira Software
Customizable Workflows
What do you dislike about the product?
Automate repetitive tasks like ticket assignment, status updates, or notifications, saving time and reducing manual effort.
5. Powerful SLAs & Reporting
Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards.
6. Scalable for Growth
Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation
5. Powerful SLAs & Reporting
Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards.
6. Scalable for Growth
Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation
What problems is the product solving and how is that benefiting you?
7. Built-in ITIL Support
Comes with support for key ITIL processes like incident, problem, change, and asset management.
8. Marketplace Apps
Thousands of integrations and add-ons from the Atlassian Marketplace make it even more powerful and tailored to your needs.
Comes with support for key ITIL processes like incident, problem, change, and asset management.
8. Marketplace Apps
Thousands of integrations and add-ons from the Atlassian Marketplace make it even more powerful and tailored to your needs.
Amazing services - Jira Service Management (JSM)
What do you like best about the product?
Amazing - Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams.
What do you dislike about the product?
Nothing as such- amazing product and its services
What problems is the product solving and how is that benefiting you?
Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams.
showing 151 - 160