What do you like best about the product?

segregate projects and manage them independently

What do you dislike about the product?

difficulty of the first configuration and setup

What problems is the product solving and how is that benefiting you?

We've been using Jira Service Management for more than two years, and it's become an integral element of our daily IT service operations. One of the most useful features we've discovered is the ability to separate and manage projects individually. This amount of flexibility enables our teams to build well-defined workflows, prioritize tasks depending on unique project requirements, and avoid the complexity that might result from overlapping duties or shared resources. Each project can have its own queues, SLAs, automation rules, and permissions, making complicated settings much more manageable.
Another feature that jumps out is the simple ticketing process. Whether you're manually creating a request or logging an incident, the UI is sleek and easy to use, especially for beginners. Tickets may be easily sorted, prioritized, and monitored, ensuring that no requests fall through the gaps. We particularly love how configurable the forms and workflows are, allowing us to modify the system to meet our specific requirements.
Jira Service Management excels at cooperation and visibility. The integration with other Atlassian applications like as Confluence and Jira Software facilitates cross-functional collaboration, knowledge sharing, and departmental transparency. Internal comments, tagging team members, and real-time updates all contribute to improve communication and response time.
Another area of strength is automation. We've been able to automate typical processes such as ticket assignments, status updates, and email notifications, reducing manual work and increasing team efficiency.
However, the application has a learning curve, particularly for those unfamiliar with the Jira ecosystem. The initial setup process can be time-consuming, and some features may require administrative or technical assistance to effectively configure. However, once operational, the system demonstrates remarkable scalability and dependability.
Overall, Jira Service Management has significantly improved our ability to handle IT support, service requests, and operational procedures. Its organized approach, wide customization options, and deep connection with other technologies make it an effective platform for any firm seeking to develop or improve IT service management processes.

What do you like best about the product?

Seamless integration with Jira Software & Confluence, enabling DevOps, IT, and support teams to collaborate fluidly on incidents and change requests, Highly customizable: workflows, SLAs, automation rules and request types can be tailored to business needs.

What do you dislike about the product?

Initial setup complexity: configuring workflows, permissions, automations can be time-consuming
Steep learning curve, especially for non-technical users or those unfamiliar with Jira’s administration

What problems is the product solving and how is that benefiting you?

incident tracking, service requests. Automated ticket routing, approvals, and notifications significantly reduce manual overhead. Jira Software and Confluence allows support and dev teams to collaborate on bug fixes and root cause analysis seamlessly.

What do you like best about the product?

It's easy to learn. Better than other ticketing tool to follow up.

What do you dislike about the product?

Some times notification will not pop up.

What problems is the product solving and how is that benefiting you?

To address the query within given SLA

What do you like best about the product?

It’s extremely useful for managing IT and software development projects. I like how it centralizes requests, tracks issues efficiently, and allows for detailed customization to match project needs.

What do you dislike about the product?

The interface can be overwhelming for new users, but ones you learn it it it easy to handle

What problems is the product solving and how is that benefiting you?

It helps organize and track IT projects, manage incidents, and streamline communication between teams. Keeps everything more structured and transparent.

What do you like best about the product?

Really like the collective features which give a seamless experience.

What do you dislike about the product?

a new user would find it little complex beforehand

What problems is the product solving and how is that benefiting you?

Really liked the automated workflows, SLA rules, approvals, and queues, really streamlines the request management.

What do you like best about the product?

As an administrator, I find Jira Service Management easy to manage and configure. It allows me to create workflows and automation rules based on our team's needs. Assigning tickets, tracking SLAs, and creating dashboards is simple. It also works well with other Atlassian tools like Confluence. Our IT team is able to resolve issues faster and keep everything organized.

What do you dislike about the product?

Some settings can be confusing for new admins. The interface has many options, which is good, but takes time to learn. Also, a few useful features are not available in the basic plan and need extra payment or plugins.

What problems is the product solving and how is that benefiting you?

Jira Service Management helps us organize and track IT support requests in one place. Earlier, we used to miss or delay some tickets, but now everything is properly recorded and assigned to the right team. It also helps us meet SLAs, track performance, and respond to issues faster. This has improved both team productivity and user satisfaction.

What do you like best about the product?

Jira Service Management's strength lies in its ability to streamline service delivery and improve team collaboration. It excels at centralizing request management, automating workflows, and providing a robust knowledge base for self-service support. The platform's integration with other Atlassian tools, like Confluence for knowledge base management, enhances its overall value.

What do you dislike about the product?

Jira Service Management (JSM) has some downsides, including a steep learning curve, complex interface, and potential performance issues, especially with large numbers of users or complex configurations. Some users also find it lacks certain basic ticketing system features or struggles with specific integrations. Additionally, the tool may not be ideal for teams not using Agile methodologies due to its focus on that framework.

What problems is the product solving and how is that benefiting you?

Jira Service Management (JSM) solves problems related to inefficient service delivery, lack of collaboration, and poor visibility across teams by providing a centralized platform for managing service requests, incidents, problems, and changes. This leads to benefits like faster response times, improved customer satisfaction, and better team collaboration, ultimately increasing overall efficiency and productivity

What do you like best about the product?

It helps us to adopt quickly because of its real time updates.

What do you dislike about the product?

Its just the it is more complex than other tools.

What problems is the product solving and how is that benefiting you?

Well it makes collaborations with teams easier.

What do you like best about the product?

Customer support, ease of integration, number of features, ease of use

What do you dislike about the product?

ease of implementation, frequency of use

What problems is the product solving and how is that benefiting you?

Jira Service Management just like service, I think it helps in managing hardware products to-date.

What do you like best about the product?

Easy of setup & use. You can customize it according to your need.

What do you dislike about the product?

Some time their backend goes slow & during peak time if their services goes slow then it is troublesome.

What problems is the product solving and how is that benefiting you?

Some inbuilt reporting is good but SLA report also have some issue with default configuration.