Jira Service Management Reviews

“amazing tool it is!”

Pros

It's a really great tool for building a project roadmap, handling planning and managing work overall especially for agile projects.

Cons

One limitation I noticed is that test cycles do not let you create folders or subfolders the way test cases can be organized in the repository.

“Powerful for operations”

Pros

This one has been the most useful tools for organizing and simplifying our operational work and it was quick to put in place. I was able to separate and structure everything efficiently from IT-related processes to forecasting activities without taking much time.

Cons

A few areas like the Kanban boards could use some improvement visually and can be more polished. But it is not a major issue because the functionality is really what makes it stand out.

“All in one software!”

Pros

Jira Service Management brings project management, support tickets, prioritization and SLA tracking together in one efficient workflow which makes everything feel much more organized.

Cons

The reporting features could be more user friendly and at times the platform feels a bit too complex for smaller teams or simpler requests.

“comes with a steep learning curve”

Pros

There is a lot of flexibility in how the product can be set up to match different requirements and the pricing makes it a decent tool for smaller teams.

Cons

Using it has been a very poor experience from both the admin side and the end-user side. As finding anything is incredibly difficult and it never felt user friendly or practical to use in a meaningful way. Also the learning curve was far too steep for both me and my clients which made it hard to get any real value out of the product.

“Built for agile teams”

Pros

Right away it feels very user-friendly. It really seems designed with agile teams in mind since it supports Scrum, Kanban and even SAFe in a very traditional and reliable way.

Cons

Honestly I'm not really sure. People always joke about hating it yet absolutely no one actually stops using it. If anything, the huge number of customization options might be what overwhelms some users.

“Promising free plan but complex setup”

Pros

Since I am using Freshdesk right now and considering a change, I gave Jira a try mainly because of its collaborative inbox. The offer for small businesses with 3 free users is really appealing and was a big reason I decided to test it.

Cons

Getting it set up felt too difficult because the platform is extremely powerful and packed with features. So it would be much better if the setup and overall experience were simplified for the average user.

“Powerful support automation”

Pros

Jira Service Management has a very user friendly interface that helps support teams handle service requests efficiently and provide high quality support without much hassle. The workflow automation is a big advantage because it cuts down a lot of the repetitive, time-consuming customer service tasks. Its omnichannel support also gives customers multiple ways to contact the support team which is really valuable. On top of that the dashboards and reports provide useful data for making better decisions around service operations. The customization options are another strong point since they make it possible to build custom workflows, fields and forms to match specific needs.

Cons

The pricing is on the higher side especially for organizations that have a large number of support agents.

“Quick and easy setup”

Pros

Getting a work queue running is very easy for both admins and end users. The setup process is simple on the admin side too and once it's live users can navigate and use it without much effort.

Cons

Licensing can get expensive and Atlassian tends to push a license for every user in it even when they are not actually using Service Management. Because of that you have to pay close attention when adding users.

“interface is great”

Pros

What made onboarding such a smooth experience is that getting started with ticket management and service requests was pretty quick thanks to the clean, easy to use interface. Also the workflows are highly customizable so it is simple to adapt them to different team or business needs. Plus the reporting and analytics are also excellent and provide a very clear view of performance and trends.

Cons

One downside is that it still does not integrate seamlessly with some of the platforms we use across our organization.

“Powerful automation and flexibility”

Pros

The standout part of Jira Service Management for me is the automation which streamlines the whole workflow and boosts efficiency. It also offers highly customizable workflows so we can adapt the tool to fit our specific needs. On top of that the interface is user-friendly and helps support excellent service delivery.

Cons

It is fairly expensive so it may not be within reach for some small organizations even though it comes with powerful features.

“Ticket automation saves time”

Pros

Keeping support tickets organized and prioritized is very easy with Jira Service Management. And the automation handles a lot of repetitive work and ends up saving our team a ton of time every day.

Cons

Getting started was challenging because the learning curve felt pretty steep. Setting up the workflows also took a while and we needed extra help from IT to get everything configured properly.

“good for solving problems”

Pros

Whenever customer problems need to be escalated to our core operations tech team, Jira Service Management has been very dependable for getting them resolved quickly. Plus the different issue categories make it simple to log requests properly and that helps the team handle them more efficiently. Its tracking system is excellent as well and the timely notifications keep everyone updated on the progress and current status of each issue.

Cons

I do not have any real complaints because it has worked really well for us. If I had to mention anything at all, I would say it would be nice to have more theme and font options for customization.

“Fast setup and flexible customization”

Pros

The speed at which we got operational was impressive as getting it configured and customized was pretty simple and the out of the box experience worked well right from the start. Our team was up and running within hours instead of taking days.

Cons

Where it gets less convenient is integrations. As connecting it to third-party apps is not as simple as it should be and you often have to buy extra apps or plugins to make fairly basic integrations work.

“Helpful templates and automation”

Pros

Ready made templates give us a great starting point and the customization options are really useful too. The automation features are especially very good.

Cons

At times the hosted cloud can get slow and if that happens during peak hours it can create real trouble for us.

“highly customizable tool”

Pros

One of the best parts of Jira Service Management is how much it can be customized along with its strong integration capabilities.

Cons

The part I liked least about it is that it can be quite complex and the initial setup is challenging.

“Better support-dev visibility”

Pros

What really helps with Jira is how it connects service tickets with development issues, giving support and engineering teams much better visibility across the board. It is also easy to configure and use.

Cons

Where I have found some challenges is that getting through the administration side can be complicated when you are new to it. The pricing has also become more expensive and while reporting is flexible, it can feel less user friendly unless you add extra tools.

“really like the ticket organization”

Pros

JIRA Service Management has been especially useful for keeping tickets organized in a clear and efficient way and its seamless integration with other tools is a big plus. It has improved my team's collaboration and helped us respond much faster.

Cons

The part I liked least was the initial setup which can be somewhat complicated especially for users without prior experience. Plus some advanced features require additional licenses.

“Quick setup and powerful automation”

Pros

Getting started with JIRA Service Management takes almost no effort. Also it connects really well with whatever customer contact channels you prefer so setting up a basic support workflow can be done very quickly. As you spend more time with it, you can also build much more advanced and highly automated customer support processes.

Cons

As with many Atlassian products, the interface used to be something you had to put up with. That said they've clearly invested a lot in improving it lately and honestly it no longer has that old, typical Atlassian feel.

“Trusted service platform”

Pros

It is a widely recognized standard tool in Latam and is commonly used as a platform for delivering services to different customers.

Cons

A few configurations can be a bit tricky but those issues can usually be resolved with API Management. Even with that the tool is still very simple to implement and use.

“Powerful workflows and SLA tracking”

Pros

The customizable workflows, reliable SLA management and centralized ticket tracking make this a really capable service desk platform. The native integration with Jira Software is also a huge advantage when handling development-related issues.

Cons

It can be a bit complicated for new users especially if they haven't worked with Atlassian tools before. The more advanced setup also takes time and usually requires some level of expertise.