Jira Service Management
AtlassianExternal reviews
933 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It good as compared to other ticketing tools, easy to create and update the tickets
What do you like best about the product?
Its user friendly easy to learn as compare To sapphire and service now no need to create query.
What do you dislike about the product?
Setting up workflows and configurations can be time-consuming, especially for those without technical experience.
What problems is the product solving and how is that benefiting you?
Very easy to create tickets and update
Ticket management and issue tracking smoother
What do you like best about the product?
The tool makes it easy to raise and track tickets with proper categorization. The interface is user-friendly, and the SLA tracking with alerts ensures we don’t miss high-priority issues. Also, its automation and workflow flexibility help reduce manual tasks.
What do you dislike about the product?
Setting up custom workflows or automation rules can be confusing at first. Also, for large teams or multiple projects, it can sometimes feel a bit slow and needs proper configuration for optimal use.
What problems is the product solving and how is that benefiting you?
Jira Service Management helps us manage incidents, service requests, and changes efficiently in one centralized platform. It solves the problem of scattered communication and manual tracking by offering clear ticket ownership, SLAs, and automated workflows. This improves our response time, ensures accountability, and helps us meet service delivery targets. It also keeps stakeholders informed through real-time updates and reports.
Journey with JSM: Insights from Daily Use
What do you like best about the product?
Jira Service Management seamlessly combines ITSM capabilities with the power of Jira’s agile framework. What stands out most is its flexibility and configurability we can tailor request types, workflows, SLAs, and automation to fit almost any service team’s needs.
The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem.
Additionally, I really appreciate:
Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks.
Customizable Portals: Users get an intuitive experience while backend teams enjoy total control.
Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes.
Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals.
Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more.
Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management.
The integration with Jira Software and Confluence makes collaboration between support, operations, and development teams incredibly smooth. This DevOps-ready environment ensures incidents, problems, and changes are managed in one unified ecosystem.
Additionally, I really appreciate:
Powerful Automation: Reduces manual work significantly and ensures consistent handling of repetitive tasks.
Customizable Portals: Users get an intuitive experience while backend teams enjoy total control.
Asset Management with Assets (formerly Insight): Gives full visibility into the infrastructure, linking assets with tickets and changes.
Approval Workflows: Dynamic and condition-based, perfect for multi-level approvals.
Marketplace Add-ons: Expands functionality beyond ITSM, catering to HR, Facilities, Legal, and more.
Overall, JSM strikes the perfect balance between structure and flexibility, making it ideal for both IT and non-IT service management.
What do you dislike about the product?
While Jira Service Management is a powerful and flexible ITSM tool, there are a few areas that could be improved:
Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training.
Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually.
UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines.
Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge.
Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices.
Steep Learning Curve for New Users: For non-technical teams or first-time users, the interface and configurations can be overwhelming without proper onboarding or training.
Limited Out-of-the-Box Reporting: The built-in reports are quite basic. For advanced analytics, you often need to rely on paid add-ons like eazyBI or export data manually.
UI Customization Constraints on the Portal: The customer portal has limited options for branding and UI/UX enhancements, which can affect user experience for organizations with specific design guidelines.
Complex Automation Limits: While powerful, automation has execution limits in the Cloud version, and creating complex rules sometimes requires workarounds or additional scripting knowledge.
Assets (CMDB) Learning Curve: The asset management module is robust but requires a significant amount of setup and understanding to use effectively, especially for teams new to CMDB practices.
What problems is the product solving and how is that benefiting you?
Poor Collaboration Between Teams - DevOps Integration
Problem: IT support and development teams often worked in silos, creating delays in bug fixes or escalations.
Solution: Seamless integration with Jira Software and Confluence bridges gaps between support, ops, and dev.
Benefit: Faster incident resolution, smoother change management, and improved cross-team collaboration.
Fragmented Service Operations - Unified Service Desk
Problem: Previously, service requests, incidents, and changes were managed through disconnected tools or email, leading to delays and missed SLAs.
Solution: Jira Service Management centralizes all service operations in one platform.
Benefit: We now have a single source of truth, which improves visibility, accountability, and faster resolution times.
Unstructured Legal Requests - Organized Intake System
Problem: Legal teams received contract reviews, policy queries, and compliance tasks via untrackable channels.
Solution: JSM allows Legal to create service request types for contracts, IP reviews, approvals, etc.
Benefit: Better tracking, clear ownership, and reduced response time.
Problem: IT support and development teams often worked in silos, creating delays in bug fixes or escalations.
Solution: Seamless integration with Jira Software and Confluence bridges gaps between support, ops, and dev.
Benefit: Faster incident resolution, smoother change management, and improved cross-team collaboration.
Fragmented Service Operations - Unified Service Desk
Problem: Previously, service requests, incidents, and changes were managed through disconnected tools or email, leading to delays and missed SLAs.
Solution: Jira Service Management centralizes all service operations in one platform.
Benefit: We now have a single source of truth, which improves visibility, accountability, and faster resolution times.
Unstructured Legal Requests - Organized Intake System
Problem: Legal teams received contract reviews, policy queries, and compliance tasks via untrackable channels.
Solution: JSM allows Legal to create service request types for contracts, IP reviews, approvals, etc.
Benefit: Better tracking, clear ownership, and reduced response time.
Jira is a project management and issue tracking tool used by teams to plan, track and manage
What do you like best about the product?
The best aspects of Jira Service Management are its ability to centralize service requests, automate workflows, and empower teams to deliver high-velocity IT and customer support. Its highlights include easy setup, customizable forms and portals, robust incident and change management, AI-powered automation, strong reporting, and seamless integration with development, knowledge base
What do you dislike about the product?
Common dislikes about Jira Service Management include a steep learning curve, complex and sometimes overwhelming interface, dependence on plugins for advanced features, and higher costs as teams scale. Some users also report limited built-in reporting, occasional performance issues, limited customization without add-ons, and inconsistent customer support
What problems is the product solving and how is that benefiting you?
Jira Service Management addresses several key problems for IT, support, and business teams:
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
It centralizes requests, incidents, problems, and change management in one platform, reducing the chaos of tracking tickets across multiple systems.
Automation and customizable workflows streamline repetitive tasks, improving consistency and cutting down on manual errors.
Self-service portals and integrated knowledge bases empower users to resolve basic issues independently, minimizing support workload and speeding up resolutions.
Rich integrations with development and collaboration tools ensure that support teams stay aligned with developers and business operations.
Performance
What do you like best about the product?
This is mind blowing tool please use everyone it's helping too much
What do you dislike about the product?
Jira becomes very slow when handling too many issues or custom fields
What problems is the product solving and how is that benefiting you?
I used jira service management in banking core application
Great Tool for all team
What do you like best about the product?
Great for all business needs, including managing internal or external ticket. Easy to create reports and dashboards. There are many scope on dashboard feature but those can be currently handled via third party too. So over all easy to use and lot of triggers and workflow to make your life easy.
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
It just takes 1-2hr to setup any new service/project so preety easy to onboard.
Lot of external integration and out of the shelf plugins are available to make your life easy
What do you dislike about the product?
Dashboard creation in JIRA is still a pain. Lot of feature can be added to make a dashboard really customizable and easy to create
What problems is the product solving and how is that benefiting you?
Ticket Tracking, ticket relationship, external communication and building complete context around an issue
Easy to use
What do you like best about the product?
It is very user friendly and helps to keep track of all incident in right manner. It also allow us to record root cause and change details.
What do you dislike about the product?
On-boarding team time, it takes too much time to on-board a user.
What problems is the product solving and how is that benefiting you?
It is helping to track all the task.
Technical Project Manager
What do you like best about the product?
Easy Integration with Jira Software. Customised Dashboards.
I think it can be integrated with POWER BI and TEMPO as well.
Single Reporting.
I think it can be integrated with POWER BI and TEMPO as well.
Single Reporting.
What do you dislike about the product?
Training videos could be helpful for new functional and noon functional users. List of features names or tools which it can use for integration.
What problems is the product solving and how is that benefiting you?
We are looking for some tool for SLA tracking, support tickets tracking and on top of that reporting.
Streamlined IT Support with Powerful Features!
What do you like best about the product?
What I like best about Jira Service Management is its seamless integration with other Atlassian products, especially Jira Software and Confluence. This creates a unified environment that makes team collaboration much easier and more efficient. The platform’s high degree of customizability stands out you can easily modify workflows, set up SLAs, and automate tasks to fit your specific business needs. Additionally, the intuitive self-service portal and automated ticket routing significantly improve ticket management by simplifying request submission and ensuring tickets reach the right people quickly. The reporting and analytics features are also very strong, helping teams monitor progress and continuously improve service delivery.
What do you dislike about the product?
What I dislike about Jira Service Management is that it can feel a bit complicated at first, especially if you’re new to Atlassian products. The interface isn’t always the most intuitive, so there’s definitely a learning curve before you feel comfortable navigating and using all the features. I’ve also found that to unlock advanced reporting or certain customizations, you may need extra plugins or add-ons, which could add to the cost. While the core functionalities are great, sometimes managing users or recovering accidentally deleted items isn’t as easy as I’d like. Overall, it’s powerful but takes some getting used to.
What problems is the product solving and how is that benefiting you?
Jira Service Management is solving several key problems for our team, particularly around organizing and streamlining IT support and service management. Before adopting it, we struggled with tracking requests, inconsistent communication, and delays in resolution. With Jira Service Management, we can now efficiently capture all service requests in one place, assign them to the right people, and monitor progress from start to finish. The built-in automation and customizable workflows have minimized manual work and helped standardize how we handle different types of requests.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
The biggest benefits are improved visibility and accountability—everyone knows the status of issues and who’s responsible for what. The self-service portal has empowered people to submit and track their own requests, which reduces back-and-forth emails and speeds up response times. Additionally, the platform’s reporting tools allow us to spot trends and recurring issues so we can proactively address root causes. Overall, it’s made our IT support process much more organized, responsive, and data-driven, leading to better service for everyone involved.
Robust ITSM Platform with Great Automation Features
What do you like best about the product?
Powerful automation and workflow customization , The integration with Jira Software is also a big plus - it bridges the gap between our support and development teams seamlessly.
What do you dislike about the product?
The initial setup complexity - configuring workflows , SLAs , permissions , and automation rules can be overwhelming for new admins or smaller teams without dedicated Atlassian expertise.
What problems is the product solving and how is that benefiting you?
It helps us centralize IT support , incident tracking , and internal service requests in one organized system. Now , we have clear visibility into ticket status , SLAs , and team workloads.
showing 71 - 80