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> Reviews of JIRA Service Management. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if JIRA Service Management is a good fit for you!

Source: https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews

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JIRA Service Management Reviews

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# JIRA Service Management Reviews

## Reviews Summary

## Overall Rating

4.5

* * *

## Ratings Breakdown

5

(442)

4

(264)

3

(49)

2

(12)

1

(3)

## Secondary Ratings

Ease-of-use

4.2

Customer Support

4.3

Value for money

4.3

Functionality

4.5

* * *

### Pros

"I also appreciate the ability to assign priority levels to each ticket, ensuring teams can effectively triage and focus on the most important requests when managing a high volume of work."

"Overall, Jira Service Management is a robust and scalable ITSM solution that works particularly well for teams already familiar with Jira. While it may require time to fully set up and optimize, it delivers strong long-term value through its flexibility, automation, and integration capabilities."

"I like having a centralized place to see updates, ownership, and progress, which makes it easier to stay informed and supports clear internal communication across teams."

### Cons

"However, the initial setup can be tricky, and it’s a bit overwhelming with all the customization options."

"Some parts of the interface are not very intuitive at first, and setup can take time without proper training."

"It's also a pity that we Admins always get to see the content of spaces, because in the HR team we want to have onboarding/offboarding tasks but some of them are confidential and we can't risk having IT or Tech members reading it."

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JIRA Service Management Reviews, Pros and Cons - 2026 Software Advice