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About JIRA Service Management

Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.

Learn more about JIRA Service Management

Pros:

Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in.

Cons:

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

JIRA Service Management ratings

Average score

Ease of Use
4.2
Customer Service
4.3
Features
4.5
Value for Money
4.3

Likelihood to recommend

8.4/ 10

JIRA Service Management has an overall rating of 4.5 out 5 stars based on 706 user reviews on Capterra.

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Laura
Laura
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Simple and effective task management software

4.0 last year

Comments: It's useful for monitoring progress and coordinating the many tasks that have been delegated. In fact, the tool's progress track can be used to make estimates for the deadlines themselves.

Pros:

We utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.

Cons:

I had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.

Jessica
Customer Service in US
Logistics & Supply Chain, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Our service desk getting lots of help from it.

5.0 last month New

Comments: It has empowered our IT team to provide efficient and effective support, leading to increased employee satisfaction and reduced downtime. The platform's comprehensive features and integration with Jira Software have made it an essential tool for managing our IT service desk and streamlining our operations.

Pros:

It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly.

Cons:

Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise.

Terry
IT asset manager in Australia
Health, Wellness & Fitness, 5,001–10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Jira is a good tool but need to know the limitation

3.0 last year

Comments: The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.

Pros:

Jira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.

Cons:

The IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.

Amitabh
Technical support engineer in India
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Powerful Bridge with Developer

4.0 3 months ago

Comments: It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information.

Pros:

Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira. To see the histories of JIRA and to link the related issues it's all good.

Cons:

Jira is somehow costly for small orgs. Little bit complicated platform with excessive options.

Matheson
IT Operations Specialist in US
Computer Software, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Product!

5.0 last month New

Comments: I use Jira Service Management as a ticketing system as an IT helpdesk Tech. I love this product and it helps me to keep track of all my work as an individual.

Pros:

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Cons:

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Rita
Paralegal in US
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

JIRA-Legal

4.0 3 weeks ago New

Comments: Mostly positive. Being in the Legal group we have found another system that works better for us.

Pros:

JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T.

Cons:

There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input.

Houcem
CISO in Tunisia
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Efficient ITSM Tool

4.0 2 months ago New

Comments: My overall experience with JIRA Service Management has been positive. It is a reliable tool for IT service management once configured properly.

Pros:

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence. - The interface is intuitive - Flexibility in configuring workflows and automation - Customer portal is user-friendly and simplifies the process of submitting and tracking requests

Cons:

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Tim
IT in US
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Best System out of all

4.0 2 months ago New

Pros:

Most feature rich ticketing/project system

Cons:

Clunky and slow at times, will freeze up for minutes wen making changes

Jonas
HR in Germany
Information Technology & Services, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Powerful ITSM Tool for Streamlining Service Requests and HR Ticketing

4.0 last week New

Comments: Jira Service Management is a powerful and flexible tool for managing HR requests and streamlining service delivery

Pros:

customizable workflows for hr processes and good centralized ticket management

Cons:

Interface can feel a bit overwhelming and the pricing for advanced features is high.

Haruki
Sr. ADR in US
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great tool for managing service tickets

5.0 4 days ago New

Pros:

User friendliness is great and its unified platform makes it easy for submitting any requests/tickets that can be categorized easily.

Cons:

There have been occasional glitches that deleted my requests and tickets but not much issues other than that.

Jayanth
Project Manager in US
Insurance Software, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

JIRA is the best overall Bug & Issue Project Management tool

4.0 last year

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.

Thomas
Junior Software Engineer in UK
Retail, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Very happy 2+ years use of JIRA.

5.0 2 years ago

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
Network Infrastructure Manager in UK
Retail, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Jira Service Management a Powerful Ticket System

5.0 2 years ago

Comments: 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

Switched From: Spiceworks Cloud Help Desk

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.

Verified Reviewer
Verified LinkedIn User
Computer Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Jira is your ally for scrum management!

5.0 last year

Pros:

The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams.

Cons:

We are lacking to have a free test cases management in Jira.

Dave
WFM Sr Mgr in US
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

JIRA keeps us on track

4.0 6 months ago

Comments: Overall, very happy with what we get from the JIRA platform. It's fast & intuitive to keep our teams aligned.

Pros:

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Cons:

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

Mark Joseph
Customer Support in Singapore
Outsourcing/Offshoring, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

JIRA Service Management Review

5.0 9 months ago

Comments: Overall, usage of this tool helps a lot for task managment.

Pros:

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Cons:

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Aditya
QA Lead in India
Financial Services Software, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

JIRA : Hero of Project Management Tools

5.0 last year

Comments: its a great experience using JIRA and I would recommend it to use .

Pros:

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Cons:

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Alper
Analyst II in Türkiye
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Jira service mamagent is useful for me

5.0 10 months ago

Comments: 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

Guibson
Google Workspace Deployment Lead Engineer in US
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Great Project Management Tool that enables teams to cross collaborate and become efficient

5.0 last year

Comments: It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle

Pros:

The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.

Cons:

I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.

Ayomikun
Lead Technical Support Engineer in Canada
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Jira Service Management

4.0 10 months ago

Pros:

Good tool for managing task progress in a project

Cons:

There's a learning curve associated with using Jira service management.

peter
IT Asset,Configuration Manager, Service Catalog and Knowledge Manager in Ghana
Information Technology & Services, 501–1,000 Employees
Used the Software for: Free Trial
Reviewer Source

A wow experience with Jira Service Management

4.0 3 months ago

Comments: It is a wow experience and task made easy.

Pros:

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

Cons:

I am yet to discover what I least like about it

Lucas
Senior Software Engineer in Austria
Computer & Network Security, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

A Powerful Software for Efficient Software Development Management

4.0 2 years ago

Comments: 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.

Mike
IT Manager in US
Consumer Electronics, 10,000+ Employees
Used the Software for: 1-5 months
Reviewer Source

An easy to adopt Service Management platform from a trusted company.

4.0 4 months ago

Comments: Rollout was pretty easy. We already used Jira for Agile Project Management, so the interface was familiar.

Pros:

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

Cons:

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

Param
Finance Manager in Canada
Electrical/Electronic Manufacturing, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Great sofware and easy to use

5.0 3 months ago

Comments: The customer portal is easy to use, Customers can submit requests, track ticket statuses. Automation and integration with other software is helpful

Pros:

Automation ability to streamline a number of tasks, tickets management

Cons:

Reporting and dashboards needs some improvement and ability to customize will help

Verified Reviewer
Verified LinkedIn User
Hospital & Health Care, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great to for work management and yracking

5.0 2 years ago

Comments: Great tool. Every company should use it.

Pros:

Brilliant tool. Bug free. Give nice reports. Love the querying tool to extract data.

Cons:

None. I haven’t heard of any other software doing that great job as jira.