Jira Service Management Reviews & Product Details

Jira Service Management Product Details

Claimed

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.

Product Website

Seller

Atlassian

Discussions

Jira Service Management Community

Languages Supported

Czech, Danish, German, English, Finnish, French, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional)

Product Description

Built on Atlassian’s Jira, Jira Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors.

Overview by

Molly Bronstein

Jira Service Management Integrations

(18)

Verified by Jira Service Management

Jira Service Management Media

Jira Service Management Demo - Self-service portal

A clean and easy way for customers to request help through a self-service portal. Set up a service desk for every team, including IT, developers, HR, facilities and more.

Jira Service Management Demo - Request management

Manage work across teams with one platform so your employees and customers quickly get the help they need.

Connect Dev and Ops.

Jira Service Management Demo - Incident management

Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.

Jira Service Management Demo - Change management

Empower your IT operations teams with richer contextual information around changes from software development tools so they can make better decisions and minimize risk.

Jira Service Management Demo - Real Time Reports

Customizable reports give you real time dashboards

G2 reviews are authentic and verified.

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Ravish K.

QA manager

Mid-Market (51-1000 emp.)

7/7/2025

"Streamlined IT Service Management with Great Flexibility"

5/5

What do you like best about Jira Service Management?

Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The modern UI and rich permission controls make it easy for both agents and stakeholders to collaborate efficiently. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas. Also, reporting capabilities could be more intuitive, and it would help to have more out-of-the-box dashboard widgets for quick insights. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management helps centralize and streamline service requests, incident tracking, and change management processes across multiple teams. It reduces response times and improves internal transparency. Integration with Jira Software ensures that issues are routed directly to development when needed, minimizing hand-off delays and improving resolution speed. Review collected by and hosted on G2.com.

Gaurav S.

Salesforce Email Executive

Information Technology and Services

Mid-Market (51-1000 emp.)

7/2/2025

"JIRA review on panel"

4.5/5

What do you like best about Jira Service Management?

Jira is one of the best project management tools available today. It is very useful for all kinds of teams, whether they are in IT, support, or other departments. With Jira Service Management, we can easily track open tickets and monitor the progress of each task. The team can plan, assign, and manage their work in an organised way. It helps in improving productivity and coordination among team members. Everything is transparent, so nothing gets missed. Overall, it makes project handling much easier and more efficient for everyone involved. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

7/1/2025

"JIRA Service Management is a great software platform"

5/5

What do you like best about Jira Service Management?

In my view, the standout characteristic of Jira Service Management is its extensive customization capabilities within Atlassian’s suite of tools. The ability to design tailored workflows and seamlessly integrate with Jira Software, Confluence, or Bitbucket enhances team collaboration. Additionally, the automation features reduce repetitive tasks, while the self-service portal grants users convenient access to the knowledge base. The platform's robust reporting and analytics capabilities are also noteworthy, as they play a crucial role in tracking and improving service performance. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

While Jira is known for its flexibility, some users feel that certain aspects of Jira Service Management are limited in customization options, particularly in workflows and forms. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management simplifies the optimization of IT service requests and incidents through its customizable workflows, integration with other Atlassian tools, and automated features. The user-friendly interface and self-service portal enhance the end-user experience, while reporting tools provide measurable insights. However, it can be costly for smaller teams and may present a learning curve for new users. Overall, it is a powerful and flexible tool for enterprises aiming to improve their IT service management operations. Review collected by and hosted on G2.com.

Ankush P.

product it

Small-Business (50 or fewer emp.)

7/4/2025

"jira software usage in fretron pvt ltd"

2.5/5

What do you like best about Jira Service Management?

the most we like about Jira Service Management is its ease of use, allowing us to assign tasks to all members efficiently. It also offers ease of implementation, enabling us to quickly deploy task-tracking towers for all pending activities and monitor how far behind we are. Its ease of integration lets us connect with other tools seamlessly. Moreover, the customer support is responsive, and we frequently use the platform due to its wide number of features and frequency of use that make project management highly effective. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

the board is too long and it should be simple like asana Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management helps us streamline task management, improve team collaboration, and resolve issues faster. It provides clear visibility into assigned tasks, automates workflows, and integrates easily with our existing tools. With real-time tracking and strong customer support, it enables better decision-making and keeps stakeholders informed—ultimately boosting our efficiency and accountability. Review collected by and hosted on G2.com.

Hitesh K.

Operations Specialist

Small-Business (50 or fewer emp.)

7/3/2025

"Best in the industry up until now"

5/5

What do you like best about Jira Service Management?

Jira Service Management by Atlassian is one of the most powerful and flexible IT service management (ITSM) tools available today. It’s widely used by teams of all sizes—from startups to large enterprises—to manage internal service requests, incidents, changes, and more.

Seamless Integration with Jira Software

Customizable Workflows Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

Automate repetitive tasks like ticket assignment, status updates, or notifications, saving time and reducing manual effort.

5. Powerful SLAs & Reporting

Track performance against SLAs, identify bottlenecks, and improve service delivery with strong reporting and dashboards.

6. Scalable for Growth

Whether you’re a small team or a large enterprise, Jira Service Management can scale to support complex service operation Review collected by and hosted on G2.com.

shubham M.

Team Lead

Mid-Market (51-1000 emp.)

6/27/2025

"Tracking and maintaining end to end flow is best part"

4.5/5

What do you like best about Jira Service Management?

It has considered all the fields needed to track and keep updating anything about a task which helps nothing left to track on excel sheet or elsewhere. It's timely UI / UX changes to adapt to human behavior is good. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

There is no option on a project to multi select tasks and change there status. Have to do one by one. Similar there should be a AI chatbot where we can type "move all tasks in in progress to done status" And it should do this Review collected by and hosted on G2.com.

Sandeep S.

Talent Acquisition Subject Matter Expert

Small-Business (50 or fewer emp.)

7/2/2025

"Amazing services - Jira Service Management (JSM)"

5/5

What do you like best about Jira Service Management?

Amazing - Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

Nothing as such- amazing product and its services Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management (JSM) offers a robust and flexible platform for managing service requests, incidents, problems, and change management processes. Its seamless integration with Jira Software and Confluence enables effective collaboration between IT, DevOps, and business teams. Review collected by and hosted on G2.com.

Naiennaa P.

Systems Engineer

Enterprise (> 1000 emp.)

6/30/2025

"Jira is great but the ticketing sub-options are not so convenient to find and use ."

4/5

What do you like best about Jira Service Management?

Is a great ticketing options with the most number of fields where I can populate the minutest of the details of the ticket . Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

Navigating through the Jira tool can be a challenge as there are so many fields and at times I struggle to get on to the view I saw a few days ago in a ticket to check out few details . Review collected by and hosted on G2.com.

Rodrigo R.

Business Development Manager

Small-Business (50 or fewer emp.)

6/24/2025

""Solid tool for tracking work and progress"

4/5

What do you like best about Jira Service Management?

The intuitive ticketing system and seamless integration with other Atlassian tools make it easy to manage requests and track progress across teams. It’s flexible, scalable, and helps keep everything organize Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

Sometimes the interface can feel a bit cluttered, especially for new users. It takes a little time to get used to where everything is and how to set things up efficiently. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

Jira Service Management helps us manage and track incoming support requests in one place. It makes it easier to assign tickets, set priorities, and follow up with users efficiently. Having a clear view of SLAs and workflows has improved our response times and overall organization. Review collected by and hosted on G2.com.

Brooke B.

Field Staffing Manager

Mid-Market (51-1000 emp.)

6/10/2025

"Quick way to stay on top of your IT tasks"

5/5

What do you like best about Jira Service Management?

I like how it can be integrated with other platforms such as slack and I can see my requests as well as any notes right there. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

All of the updates that get made every time someone does anything. It sends an update with that part crossed out. It can get overwhelming. Review collected by and hosted on G2.com.