Jira Service Management Reviews

“Clean portal and fast routing”

Pros

Its customer portal feels really polished. The form is clean, users can choose the issue type quickly, relevant Confluence articles appear automatically and moving ticket statuses on the board is very easy.

Cons

the learning curve is pretty tough. The permission layers and admin sections can be confusing, automation rules take too many clicks to set up and there still isn't a quick way to auto close tickets after a few days.

“powerful integrations and flexibility”

Pros

Jira Service Management is a great platform with plenty of integration options across different systems which makes it very capable for handling a wide range of workflows.

Cons

It does take some time to get comfortable with everything and there is definitely a bit of a learning curve if you want to use all of its tools efficiently.

“issue tracking that delivers”

Pros

It's been really good for handling defect management and works reliably for that purpose.

Cons

Honestly I haven't run into any real issues. It has worked well for submitting defects and keeping track of their resolution.

“ideal service desk toolkit”

Pros

overall a very complete product and it can genuinely help you manage support and assistance across the company.

Cons

Setting up is quite difficult. We ended up spending days just trying to understand how to configure it all properly.

“Seamless fit with atlassian tools”

Pros

One of the biggest strengths is how well it connects with the rest of the Atlassian ecosystem especially tools like Confluence and Jira Software.

Cons

Fairly complicated to set up I would say particularly for teams that haven't worked with Atlassian products before.

“Helpful ticket tracking and permissions”

Pros

It is quite user friendly as it is simple to set up, offers the best value for private use and keeps all tickets organized in one place so they're easy to track. Adding multiple users is also not a issue and the permission controls are really strong.

Cons

The analytics side could be much better. As for now it is fairly hard to act as the administrator and get a clear view of current tickets across teams or staff especially when trying to see how many are completed, in progress and in other statuses.

“updates are always right”

Pros

The combination of simplicity and continuous improvement stands out. As getting it set up within its own management environment is pretty easy and the platform also benefits from frequent updates being released on a regular basis.

Cons

One frustrating part is the slow support. Emails get sent but responses never seem to come back.

“watchers feature is amazing”

Pros

Jira Service Management has been excellent for handling tickets and change requests. The watchers feature is especially useful and the platform is very easy to use.

Cons

I do wish some features offered more flexibility since we had to adjust a few of our processes to make the system fit our needs.

“Powerful automation and helpful portal”

Pros

One of the best parts of Jira is the powerful no-code automation. As it makes it easy to automate ticket assignments, status updates, escalations and SLA-related actions without a lot of manual work. The SLA settings are also very flexible and can be customized based on issue type, priority or even customer group. Another big plus is the customer portal with the knowledge base which helps users find answers on their own and reduces the number of support tickets and wait times for help.

Cons

There are still a few areas where it could improve. Like it would be better if it relied less on the Atlassian ecosystem and offered simpler integration with more third-party tools. Pricing can also become costly as the team grows especially for teams that do not fully use the platform but still require paid licenses. On top of that the built-in reporting is acceptable for basic needs but for deeper analytics or more advanced custom reporting, you usually need to purchase Marketplace apps.

“I love ittt!”

Pros

What I love most about Jira is how it helps me manage my tasks. It lets me keep an eye on what's assigned to me in real-time and dive right into getting them done.

Cons

When I have lots of tasks, it can be overwhelming, but the priority system helps me manage and organize the tasks I created.

“Overall good product”

Pros

One of the best things about Jira's ticketing system is how customizable it is. I can create detailed tickets, assign them to specific team members, set priorities and track progress all in one place.

Cons

While it's very easy for me to write the description for a ticket and edit it later, it's also highly error-prone because I could accidentally click on the description area and change something unintentionally. However, there's no built-in tool for me to revert accidental changes.

“Easy bug tracking solution”

Pros

Jira is awesome for tracking and fixing bugs. Even if you're new to it, it's super easy to use and helps you stay on top of everything.

Cons

I believe the search functionality can be improved. Searching for issues becomes challenging for me sometimes.

“Unmatched ticket management”

Pros

Collaboration and communication flow so smoothly in Jira. It's really easy to work together with my team, share updates and keep everyone in the loop.

Cons

I did not see any negative feedback about Jira during the nine months I was using it.

“Great multi-department ticket tool”

Pros

It's super easy to access and it works really well with Salesforce. The integration is smooth, making everything more convenient for me.

Cons

The comment thread is a bit long for me, and I hope the overall layout can be improved.

“Powerful service management tool”

Pros

It's such a helpful tool for tracking task progress in a project. It really makes staying on top of everything so much easier for me!

Cons

I feel like it takes a little time to get the hang of Jira Service Management, but once you do, it works really well.

“The best available”

Pros

Jira sets the standard in the IT industry for effective development management and team connectivity across the company.

Cons

Sometimes Jira can be complicated for me, which is expected considering the number of features it needs to handle complex business processes.

“High-quality ITSM tool”

Pros

Packed with useful features, Jira is fantastic for keeping tabs on tickets. It's perfect for team collaboration, and I particularly enjoy customizing the dashboard.

Cons

As with any software of this kind, I find the setup can be complex and difficult for new users like me.

“Essential for my workflow”

Pros

Creating and using tickets is so easy for me, thanks to its simple and user-friendly interface.

Cons

I do not have any negative feedback about Jira management.

“Top tool for boosting productivity”

Pros

Its ease of use and automation features have really helped streamline our processes and make things run much smoother.

Cons

There's nothing I don't like, it vastly improved everything it touched for me.

“Efficient ticket management system”

Pros

This program has been a game-changer in setting up clear communication protocols and it's been so helpful for managing tickets.

Cons

JIRA Service gives me the right communication, and nothing limits its efficiency.