Jira Service Management
AtlassianExternal reviews
933 reviews
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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.
All-in-One Solution That Transformed Our Team Collaboration
What do you like best about the product?
I recently started using Atlassian tools like Service Management, and the impact has been tremendous. With everything in one place, our team finds quick answers to almost any question. I highly recommend it for any team.
What do you dislike about the product?
The learning curve can take some time, but it is not a deal breaker.
What problems is the product solving and how is that benefiting you?
My team can find everything in one place, helping them find quick answers to almost any question.
Effortless Ticketing and Asset Management with Jira Service Management
What do you like best about the product?
Jira Service Management helps to Easy Interact Tickets with customers & Internal Also supports Asset Management
What do you dislike about the product?
Improve UI
Improve Performance
Improve AI Feature
Improve Performance
Improve AI Feature
What problems is the product solving and how is that benefiting you?
HELPDESK
ITSM
ASSET MANAGEMENT
INCIDENT MAnagement
ITSM
ASSET MANAGEMENT
INCIDENT MAnagement
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
Seamless Collaboration and Customization with Jira Service Management
What do you like best about the product?
The best thing about Jira Service Management is its tight integration with Jira Software and Confluence, which makes collaboration between service, IT, and development teams seamless — plus it’s highly customizable, with built‑in ITSM features, automation, and an easy‑to‑use request portal.
What do you dislike about the product?
Jira Service Management can be complex to set up, sometimes slow on large instances, has limited built‑in reporting, and can become costly as you scale.
What problems is the product solving and how is that benefiting you?
Jira Service Management centralizes requests, improves incident response, tracks SLAs, and enhances collaboration—resulting in faster resolutions, better visibility, and higher user satisfaction.
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
User-Friendly, Feature-Rich, and Excellent Support.
What do you like best about the product?
It is very user friendly and easy to implement, easy to track all of the requests, all the features available are useful, especially the ones to assign cases to make them visible to everyone, their customer support is really good, integration is easy with other softwares.
What do you dislike about the product?
One major area of opportunity is its lack of customization, also for new users it can be confusing, but with the proper guidance this becomes a minor grip.
What problems is the product solving and how is that benefiting you?
Blockers in our workflows, general IT requests, access requests and access update, reporting and keeping track of incidents that might occur.
Efficient and Easy ITSM with Jira SM, but Frequent UI Changes Can Be Frustrating
What do you like best about the product?
Jira SM is straightforward to set up, allowing us to get up and running quickly. The efficiencies gained through its AI and automation features make it even more valuable. Its alignment with ITSM was a significant factor for us and has genuinely simplified our work. In our organization, we use Jira SM daily and find it a considerable improvement over our previous system, which we have already migrated away from for some teams, with the rollout still ongoing. The support for Jira SM is excellent, and the team is very responsive when assisting with tickets.
What do you dislike about the product?
Atlassian often makes regular updates, which are generally positive. However, they sometimes adjust the user interface, and this can be inconvenient when it comes to updating documentation and ensuring users remain satisfied. I've also noticed that, at times, their own documentation doesn't align with the latest changes that have been implemented. Still, these issues are relatively minor in the bigger picture.
What problems is the product solving and how is that benefiting you?
This is a best-in-breed product and ITSM tool, offering an excellent customer experience through its self-service and support portal. The automation and AI features contribute significantly to its overall efficiency.
Smart Ticketing System - Jira
What do you like best about the product?
Jira is one of the top products of Atlassian. Below are some of the pros of the application:-
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
1. Helps in tracking issues, bug fixes and project assignments. It has multiple workflows which can be changed as per the user/teams requirements.
2. Jira makes things easier for managing backlog tickets and sprint work and also has good support for built-in Jira boards.
3. Provides built-in reports and dashboard which tells about teams workload and helps to plan accordingly.
4. Jira implementation is easy whether on-prem or cloud.
What do you dislike about the product?
1. UI is not that interactive for first time users when compared with other ticketing system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
2. For large instances, built in reports and filters might lag.
3. Pricing on Jira is quite on expensive side.
4. While Jira offers custom dashboard, filters and reports but if not managed carefully it can mess up the system.
What problems is the product solving and how is that benefiting you?
Jira provide a simple and centralised solutions to manage task and activity in one place. Integrates seamlessly with messaging tools and provide real time updates.
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