All JIRA Service Management Reviews
1-25 of 643 Reviews
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Sandeep
Information Technology and Services, 51 - 200 employees
Used unspecified
OVERALL RATING:
5
Reviewed February 2024
JIRA Service Management Review: Great agile task management tool
Shayla
Verified reviewer
Internet, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Probably the top program for managing projects
Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
PROSTo accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
CONSJira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Reasons for switching to JIRA Service Management
The simplicity of the software's implementation makes it ideal for use in a cloud setting. More than that, it serves as a model of efficient software for managing both projects and tasks.
Jayanth
Insurance, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed August 2023
JIRA is the best overall Bug & Issue Project Management tool
- 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
Reason for choosing JIRA Service Management
We chose JIRA as everyone were familiar with the tool & had prior experience with using it.
Tora
Verified reviewer
Financial Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2023
Expert service management system
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.
PROSIt 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.
CONSIt 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).
Reason for choosing 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.
Reasons for switching to 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.
Madilyn
Biotechnology, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
4
Reviewed January 2024
Lots of features but can get overwhelming
The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.
CONSThe 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.
Terry
Health, Wellness and Fitness, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2023
Jira is a good tool but need to know the limitation
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.
PROSJira'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.
CONSThe 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.
Reasons for switching to JIRA Service Management
ServiceNow is too expensive with some advanced feature which we did not use but paid.
Pierre-Marc
Telecommunications, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Jira made our work easier
It is easy to follow up on ongoing projects
CONSThe only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal.
Laura
Verified reviewer
Hospital & Health Care, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
Simple and effective task management software
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.
PROSWe 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.
CONSI 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.
Reasons for switching to JIRA Service Management
I've been using Jira since I was a new employee, and it's been a breeze both then and now when I delegate work to my colleagues.
Shreya
Verified reviewer
Hospital & Health Care, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
The best tool for Helpdesk which works seamlessly with Jira
My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT
PROSWorks so well with a support email ID to collect client helpdesk issues, and even link them to development (IT project) tickets
CONSPerhaps the dashboards can be easier and more insightful, for checking workload, number of issues managed per staff member etc
Reason for choosing JIRA Service Management
Since we have a lot of helpdesk tickets that may translate into a product feature, or enhancement or bugs that can be forwarded to the IT development team, we wanted to use something that syncs with JIRA very well
Anonymous
10,000+ employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
3
FUNCTIONALITY
5
Reviewed April 2024
Great ITSM
Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.
CONSAs any software of this kind the setup can be complex and difficult for new users.
Meylis
Information Technology and Services, 1,001-5,000 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2024
Highly productive management software
Features and functions to manage tasks and sub-tasks
CONSSince there are quite a bit of features, which is good, but it took some time to learn and get used to them.
Yuval
Banking, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed January 2024
Jira is the best ticketing management & Knowledge storage.
Great ticket management, the best out there. Also - Easy knowledge storage, easy to go through pages and stuff.
CONSThe colors are boring, they can add more life to it.
Michael
Information Technology and Services, 201-500 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2024
A great tool to improve efficiency
The ease of use and automation. It allowed to streamline processes
CONSNothing not to like it vastly improved everything it touched
Anonymous
501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed July 2019
A great option for on-site ICT service desk management
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
PROSI find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
CONSFor a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
Reason for choosing JIRA Service Management
We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.
Reasons for switching to JIRA Service Management
We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Great Service Desk for Human Resources
Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.
PROSJira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.
CONSMy only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.
Reason for choosing JIRA Service Management
Cost, ease of implementation, customization and scalability
Hiren
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili
Overall good experience.
PROSJIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.
CONSWhen reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.
Reasons for switching to JIRA Service Management
Jira platform is more customizable compare to Zendesk also you can use it for many other things.
Rami
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2020
A best-of-breed Platform for Help Desk and Service Management!
Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.
CONSSetup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.
Reasons for switching to JIRA Service Management
Zoho did not meet all of our requirements, and was not sufficiently flexible, neither scalable enough to support our growth.
Justin Alex
Computer Software, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Highly customizable and integrates well with the Atlassian ecosystem
Customization, integrations, workflows, SLAs
PROSNewbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.
CONSAdministering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed May 2023
Cumbersome and slow, but no challenger
We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.
PROSThe feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...
CONSThe UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.
Reason for choosing JIRA Service Management
Linear was a bit too new, and lacked the release notes feature Jira has.
Reasons for switching to JIRA Service Management
Notion lacked the structure Jira has.
Lucas
Computer & Network Security, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed August 2023
A Powerful Software for Efficient Software Development Management
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
Verified reviewer
Electrical/Electronic Manufacturing, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Innovating IT Workflows
JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.
PROSThe platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.
CONSDespite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.
Andrea
Leisure, Travel & Tourism, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed November 2019
Best on premise
We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.
PROS- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...
CONS- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort
Mai
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2022
Famous tool, yet can still be better
Reasonable experience
PROSIt has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.
CONSNevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text. Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.
Tom
Consumer Electronics, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2022
User-friendly ticketing and service desk software
Our experience has been very positive, it enables our customers to log tickets without the need to call us which saves us time.
PROSIntegration was fairly easy, we use Service Management alongside Confluence, BitBucket, and Jira Software and having it integrate with our Confluence Knowledgebase is really helpful. The automation options are also extremely useful when new tickets are created.
CONSJira Service Management isn't the cheapest piece of software to use, third party integrations can be a bit unreliable, having to pay additional subscription fees for third party integrations isn't great.
Viveka
Information Technology and Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2023
JIRA Service Management
Overall, Jira Service Management offers several advantages for business and organizations, including IT service management, customization, collaboration, reporting analytics, customer support and agile project management.
PROSJIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.
CONSJira Service Management can be slow to load and can sometimes experience performance issues.