JIRA Service Management Reviews

JIRA Service Management

4.5 (689)
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The only ITSM solution built on the Jira platform

Overall rating

4.5 /5
(689)
Value for Money
4.3/5
Features
4.5/5
Ease of Use
4.2/5
Customer Support Software
4.3/5
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689 Reviews

Dawit
Dawit
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management

Reviewed on 2023-06-13

My overall experience with JIRA Service Management has been exceptional. The platform has revolution...

My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members

Pros

One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed

Cons

While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable

Jayanth
Overall rating
  • Industry: Insurance Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

JIRA is the best overall Bug & Issue Project Management tool

Reviewed on 2023-08-14

Pros

- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability

Cons

- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets

Alternatives Considered

monday.com

Switched From

Google Sheets

Reasons for Switching to JIRA Service Management

We chose JIRA as everyone were familiar with the tool & had prior experience with using it.
Madilyn
Overall rating
  • Industry: Biotechnology
  • Company size: 5,001–10,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Lots of features but can get overwhelming

Reviewed on 2024-01-08

Pros

The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.

Cons

The number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.

Alex
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

A fantastic ITSM offering

Reviewed on 2024-08-14

Pros

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Cons

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Thomas
Overall rating
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Very happy 2+ years use of JIRA.

Reviewed on 2023-07-25

Pros

Pretty much everything to do with ticket management and notifications from our internal 'customers'

Cons

The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to JIRA Service Management

More customization that some of the competitors but not so much so as to make it confusing to set up.
Nathan
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 7.0 /10

Jira Service Management a Powerful Ticket System

Reviewed on 2023-06-23

Overall when the software works it does the job, it's a bit of a nightmare to configure and the...

Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.

Pros

Works very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.

Cons

It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Choosing JIRA Service Management

We outgrew spiceworks and required a real ticket system

Reasons for Switching to JIRA Service Management

Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.
Inayat
Overall rating
  • Industry: Entertainment
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great value

Reviewed on 2023-08-04

Great experience overall and integrates well with the Atlassian stack.

Great experience overall and integrates well with the Atlassian stack.

Pros

Jira Service Management is a great value for ITSM. It provides a portal for an unlimited customer base, and agent access based on Jira core. It's also very affordable compared to other similar products.

Cons

The customer portal is great, but offers little out of box customization. To build an elaborate portal, you need to purchase some marketplace add-ons.

Alternatives Considered

ServiceNow

Reasons for Switching to JIRA Service Management

Much better affordability and user experience.
David
David
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Great if you use Jira

Reviewed on 2023-11-07

Pros

Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.

Cons

It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.

Tora
Tora
Overall rating
  • Industry: Financial Services Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Expert service management system

Reviewed on 2023-04-30

I mainly use it for task management on small projects, but I plan to gradually expand the scope of...

I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.

Pros

It is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.

Cons

It may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Choosing JIRA Service Management

Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.

Switched From

ServiceNow

Reasons for Switching to JIRA Service Management

Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
Karun
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Jira - An awsome tool

Reviewed on 2024-09-07

Overall a nice experience. It is a very easy tool to learn. It can be scaled up well. It is also...

Overall a nice experience. It is a very easy tool to learn. It can be scaled up well. It is also quote versatile in usage for Scrum Kanban etc.

Pros

It is very intuitive. Has got good features like tags , labels etc. which helps to categorize issues well. It helps in reporting as well.

Cons

Poor help documents especially around JQL

Khevana
Overall rating
  • Industry: Professional Training & Coaching
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Simple Service Management

Reviewed on 2024-09-23

We have been using the JIRA service management for the last 4-5 years to manage our different...

We have been using the JIRA service management for the last 4-5 years to manage our different internal projects and other support requests. It made it really easy to manage those along with the implementation projects and integrate them with other tools with ease.

Pros

Ease of onboarding and managing different types of support projects

Cons

We just love this piece of tech and there is nothing specific that we don't like.

Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

One of the best choices for a customer service desk

Reviewed on 2024-06-03

Pros

Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.

Cons

SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.

Alternatives Considered

Redmine and Azure DevOps Services

Switched From

Redmine and Azure DevOps Services
Rupa
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Excellent software for incident and ticket management

Reviewed on 2024-08-19

It is a intutive software that has made our incident and ticket management so easy

It is a intutive software that has made our incident and ticket management so easy

Pros

It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful

Cons

The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.

Alper
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Jira service mamagent is useful for me

Reviewed on 2024-04-01

My total idea is the Best choice for ticket management

My total idea is the Best choice for ticket management

Pros

Usage and crearimg tickets are so easy and have good interface

Cons

I do not have something bad for jira management

Lucas
Overall rating
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

A Powerful Software for Efficient Software Development Management

Reviewed on 2023-08-07

JIRA is a highly powerful software that excels in managing software development projects. With its...

JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity

Pros

- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.

Cons

- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.

Dayley
Dayley
Overall rating
  • Industry: Wholesale
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent tool!

Reviewed on 2023-07-20

My overall experience has been excellent! I’d definitely choose this software over any other...

My overall experience has been excellent! I’d definitely choose this software over any other similar.

Pros

The simplicity of the overall software is a huge plus. I didn’t know a company would be better off until I used it. And now I can’t see myself not using it! It’s a simplistic design and very easy to use.

Cons

There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it. Not sure why. But definitely not a deal-breaker.

Mohd Akmal
Overall rating
  • Industry: Financial Services Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Jira is the heartbeat of our company

Reviewed on 2024-01-05

Overall, Jira has made our lives more manageable in terms of tickets/issues/projects management.

Overall, Jira has made our lives more manageable in terms of tickets/issues/projects management.

Pros

Organises unlike any other management tools for all our needs. A very flexible tool and the ease of integrations with other apps via API is much appreciated.

Cons

A little bit steep learning curve, but definitely doable after a bit of Jira training/course.

Antonio
Overall rating
  • Industry: Insurance Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Ideal for issue tracking

Reviewed on 2024-02-26

Pros

The high configurability and flexibility allow it to satisfy practically all use cases.
The possibility of integrating it with an SCM saves time and allows you to rationalize commits.

Cons

We would like the possibility of being able to develop configurations and apply them to various projects, as well as not being able to use all the features that are not needed.

Evgeni
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Nice platform

Reviewed on 2023-12-21

Pros

User interface and the possibility of customizations

Cons

Dependency on plugins for specific features

Marek
Overall rating
  • Industry: Financial Services Software
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

JIRA Service Management Review

Reviewed on 2023-06-01

My experience with JIRA Service Management was positive. The platform provided a comprehensive...

My experience with JIRA Service Management was positive. The platform provided a comprehensive solution for managing and resolving customer requests and incidents. The ticketing system, along with its customizable workflows, allowed us to streamline our support processes and ensure timely resolution of issues. The integration with other Atlassian products, such as JIRA Software and Confluence, facilitated collaboration between different teams and improved overall productivity. The reporting and analytics capabilities helped us gain insights into our support team's performance and make data-driven decisions. Although there was a learning curve during the initial setup, the benefits of JIRA Service Management in terms of efficiency, collaboration, and customer satisfaction made it a valuable tool for our organization.

Pros

One of the aspects I liked most about JIRA Service Management was its robust ticketing system and incident management capabilities. The platform provided a centralized place to track and manage customer requests, incidents, and support tickets. The customizable workflows and automation features allowed for efficient routing and prioritization of tickets, ensuring timely resolution. The integration with JIRA Software also enabled seamless collaboration between development and support teams. Additionally, the reporting and analytics features provided valuable insights into team performance and helped identify areas for improvement.

Cons

One aspect I liked least was the initial setup and configuration process. As the platform offers extensive customization options, it required some time and expertise to properly set up and tailor it to our specific needs. The initial learning curve associated with understanding the platform's terminology and features could be a bit steep for new users. Additionally, the user interface, although functional, could benefit from some enhancements in terms of intuitiveness and user-friendliness.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Great ITSM

Reviewed on 2024-04-01

Pros

Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.

Cons

As any software of this kind the setup can be complex and difficult for new users.

Sugam
Sugam
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

An amazing tool for project management

Reviewed on 2023-10-01

Pros

I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail.

Cons

The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly.

Kirstin
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 201–500 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Integration is Everything

Reviewed on 2023-08-30

I will continue to recommend Jira as the go-to platform for ticketing systems and service management...

I will continue to recommend Jira as the go-to platform for ticketing systems and service management. The main reason is Jira’s integration abilities. I have yet to meet a system that we cannot integrate into our jira instance.

Pros

The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate.

Cons

Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting.

Verified Reviewer
Overall rating
  • Industry: Computer & Network Security
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Jira Service Management: Optimice sus operaciones de servicio con la potente solución de...

Reviewed on 2023-05-06

Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software...

Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.

Pros

Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.

Cons

Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

An essential tool for any IT/Development team

Reviewed on 2023-08-26

Great tool to manage features and sprints, a must have for any dev/it team

Great tool to manage features and sprints, a must have for any dev/it team

Pros

It's very easy to manage tickets, bugs, to do's and sprints with the system, it allows for easy management and prioritisation at a glance

Cons

It can be a bit complicated to set up / start using it, but it's well worth the initial adaptation period