Jira Service Management
AtlassianExternal reviews
933 reviews
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Best ticketing solution out there
What do you like best about the product?
The way everything is organized and how easy it is to set it up.
What do you dislike about the product?
The user interface is a bit clumsy and messy.
What problems is the product solving and how is that benefiting you?
It is used as a liaison between customer support agents and other teams to escalate and resolve issues.
Awesome
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with the development workflow. It connects support tickets directly with engineering backlogs, which makes tracking, prioritizing, and resolving issues more transparent and efficient. The automation features and customizable workflows also help streamline repetitive tasks and improve response times, ultimately boosting team productivity and customer satisfaction.
What do you dislike about the product?
While Jira Service Management is powerful, its complexity can be overwhelming for new users. The user interface can feel cluttered, and configuring workflows, permissions, and automation rules often requires a steep learning curve. Additionally, performance can lag when handling a large volume of tickets or custom fields, which can impact efficiency in high-demand environments.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline issue tracking, incident management, and service requests through a centralized, transparent workflow. It improves collaboration between support, development, and operations teams by linking tickets directly to Jira Software. This ensures faster resolution times, better accountability, and visibility into ticket statuses, ultimately improving service quality and user satisfaction.
Great for managing the development
What do you like best about the product?
Jira is a powerful tool for agile project tracking. Great for managing sprints, backlogs, and team workflows. Takes time to learn, but totally worth it for structured teams
What do you dislike about the product?
Nothing is to be find me to dislike jora
What problems is the product solving and how is that benefiting you?
Time management
Real-World Experience Using JIRA for Defect Management
What do you like best about the product?
The most useful aspect of JIRA Service Management, in my experience, is the ability to raise tickets with the development team in a structured and traceable way. It provides clear visibility into the status and progress of each issue across all levels—whether it's team members, project managers, or stakeholders. This transparency helps ensure accountability, avoids miscommunication, and keeps everyone aligned. Ultimately, it streamlines the entire process from bug identification to resolution, making collaboration with the development team much more efficient and effective.
What do you dislike about the product?
One downside of using JIRA is that too much customization can lead to confusion.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
In one project, every team had its own workflows and fields, which made it hard to stay consistent. New members struggled to navigate the system, and even basic tasks became unnecessarily complicated. It slowed things down instead of helping.
What problems is the product solving and how is that benefiting you?
One key problem JIRA Service Management solves for me is the lack of visibility into issue status.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Earlier, once a bug or request was raised, it was hard to track its progress—especially across teams. With JIRA, everything is transparent. I can easily see who’s working on the issue, what stage it's in, and if there are any blockers. This clarity helps reduce back-and-forth communication and ensures everyone—from support to development—is on the same page.
Makes it easier to plan, manage and track complex projects
What do you like best about the product?
Jira Service Management helped our small team stay organized during a complex cloud migration project. We were setting up a secure landing zone on GCP and migrating from Oracle Cloud. With just three of us an architect, PM, and me kept our tasks and priorities clear, and the integrations made collaboration smooth.
What do you dislike about the product?
What i dislike about Jira is it can get a little too much sometimes like, if there are too many fields or the workflows are super complicated, it just slows things down. Also, the interface isn’t the easiest to pick up right away.
What problems is the product solving and how is that benefiting you?
Mostly use it for managing tickets incidents, requests, stuff like that. It helps keep track of who’s doing what so things don’t get lost or forgotten. Super useful when we’re juggling a bunch of tasks during cloud projects.
Efficient tool for seamless IT service management
What do you like best about the product?
Jira Service Management offers a streamlined way to handle incidents, requests, and changes. The integration with Confluence and other Atlassian tools enhances team collaboration and documentation. The customizable workflows and automation rules significantly reduce manual efforts and improve ticket resolution time.
What do you dislike about the product?
The user interface can feel overwhelming for new users, especially those unfamiliar with Atlassian products. Configuration can be complex and may require a steep learning curve. Sometimes, permission settings and automation rules can conflict or behave unpredictably.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps streamline IT service delivery by centralizing incident, change, and request management in one platform. It improves communication between IT and end users, speeds up resolution times, and ensures SLA compliance. It also allows better tracking and reporting of service issues and team performance
Jira is blessing to keep your project on track.
What do you like best about the product?
So its making groups and define it. To make things align. Makes to more useful and simple. And I love the way it is transparent to our colleagues that how much we are working
What do you dislike about the product?
It can be little bit more animated. And it should show how to overall project working in summary more then numbers.
What problems is the product solving and how is that benefiting you?
SO, as I told earlier, that jira helps me to minimize the work.And then help me to see through what's are missing work and what's up, ending, and I can just go through and make it happen.
Powerful ITSM Tool That Scales Well, But Needs a Bit of Learning
What do you like best about the product?
Jira Service Management brings a lot of structure to our IT operations. The ticketing system is reliable, and the automation features really save time. I especially like how well it integrates with other Atlassian tools—linking tickets to Confluence articles or development issues in Jira Software is seamless. It helps our team stay aligned and provides clear visibility into ongoing issues and resolutions.
What do you dislike about the product?
It can be overwhelming at first. The setup and configuration options are powerful, but not always intuitive. If you’re not already familiar with Atlassian’s ecosystem, expect a bit of a learning curve. Also, some advanced features require higher-tier pricing, which may not be ideal for smaller teams.
What problems is the product solving and how is that benefiting you?
We’re using it primarily for IT support and internal service requests. It’s helped streamline our ticketing process, reduce response times, and improve communication across teams. The SLA tracking and reporting features have made our operations more efficient and accountable.
Jira service management review
What do you like best about the product?
Being able to set priority among thousands of tickets appearing with ease of access helps a lot.
What do you dislike about the product?
There is a cluster of unnecessary fields and dropdowns which makes it complex.
What problems is the product solving and how is that benefiting you?
Not being needed to personally contact someone to fix an issue is good, it helps in having authority.
Jira Service Management helps teams handle IT issues and service requests all in one place.
What do you like best about the product?
It has a lot of helpful features for handling requests, tracking incidents, and automating tasks, which saves time.
You get clear dashboards and reports, so it’s easy to see what’s working and spot problems.
You can tweak it to fit your team’s needs and connect with tools you’re already using.
You get clear dashboards and reports, so it’s easy to see what’s working and spot problems.
You can tweak it to fit your team’s needs and connect with tools you’re already using.
What do you dislike about the product?
Learning all the features can be tough at first—there’s a lot to take in, and it might feel overwhelming.
The interface can look busy, which makes it harder for new users to get started.
Pricing can add up, especially if you go for advanced options.
The interface can look busy, which makes it harder for new users to get started.
Pricing can add up, especially if you go for advanced options.
What problems is the product solving and how is that benefiting you?
Honestly, Jira Service Management has made things a lot easier for me. It keeps all our IT issues and service requests in one spot, so nothing slips through the cracks. Communication's way smoother now and it just saves us time sorting things out.
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