JIRA Service Management 2026: Benefits, Features & Pricing

Brilliant. I use this daily, and is definitely a must. If you have a business where tasks must be assigned to employees then this is the way to do it.

Overall, it's a wonderful tool and it has helped make the team more efficient. The ease with which we can accept requests, track progress, and also notify customers has really helped us to remove the difficulty we had with resolving customer issues. It's also great that requests can be linked to Jira tickets allowing for easy reference to existing and collaboration between our customer support team and our technical team.

So far we are doing good with hosted JIRA & we are using it for multiple need. Even we are thinking to migrate our inventory system to JIRA.

I have used Fogbugz, Incident IQ, and propietary software for ticket management and Jira was one of the better ones we used. It was very helpful and easy to report and fix issues as they arose. It was easy to see where a project was at and keep a good work flow.

Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve collaboration. Good to automate another business process from other departments like finance selling team or HR

While the automation and workflow management is the biggest winner, Atlassian's product severely lacks in both utility and UX. Industry-standard features are stuck in the forever wishlist queue, and it takes years for them to be developed, e.g. "Canned responses" were introduced somewhere around 2 years ago while the rest of the industry had them as early as 2017. Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging. This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications or plugins. To give an example, JSM allows us to automate ticket assignment but is unable to take into account employee unavailability- we needed to create a separate panel where we would auto-upload data from our HR software just to let the JSM know about who is unavailable on a given day- a feature other ticketing systems resolved through "if you go on a holiday, push this button to mark yourself as unavailable". I could go on and make this section more tl;dr;

Overall, Jira Service Management is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential.

If you have the time and capability to build and create a proper project with JIRA Service Manager, then it is great. If you don't have time or expertise, you may want to consider something else.

JSM will take your company's organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between!

It’s a powerful and flexible platform that works well for managing service requests, incidents, and change workflows.