--- title: "JIRA Service Management Reviews, Pros and Cons - 2026 Software Advice" description: "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_url: "https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [JIRA Service Management](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) / JIRA Service Management Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/jira-service-management-profile/alternatives/) # JIRA Service Management User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 779 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.3/5 - Value for money: 4.3/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 444 reviews (57%) - 4 stars: 270 reviews (35%) - 3 stars: 50 reviews (6%) - 2 stars: 12 reviews (2%) - 1 star: 3 reviews (0%) ### Most mentioned pros - 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. - Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software. - 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. ### Most mentioned 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. ## JIRA Service Management customer reviews Showing reviews 1-25 of 779 (page 1). ### Jira updates - Overall rating: 5/5 - Reviewer: Adam P. - Verified reviewer: Yes - Industry: Management Consulting - Company size: 10000+ employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It’s really positive and something we use everyday as a team. I’m impressed with the new changes they’ve made. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Latest updates have really helped organise projects and the work within our team. It’s become more user friendly. #### Cons There’s still a required learning curve with the tool. Whilst it’s easier to use it does require some training --- ### Highly customisable solution supporting omnichannel environments - Overall rating: 5/5 - Reviewer: Raul K. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have deployed Jira service management at a couple of organisations I have worked at. It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software. #### Cons As the tool is so highly customisable, it can take some time to configure as you require it. On the plus side, there are many third-party partners and consultancy services that can configure the platform to work exactly how you require it to work. #### Reasons for choosing JIRA Service Management It allowed us to support multiple project projects or instances for different organisations within the same workspace solution. --- ### It has become my main work helper - Overall rating: 5/5 - Reviewer: Eulogio N. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has become my main management and communication tool to handle dozens of different tasks, tests, approvals... #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Again, flexibility; although the tool can help and guide users, you can always look for the most tailored customisation to your needs. #### Cons Same comment, sometimes it is difficult to apply to waterfall managed projects, but there is always a way to tweak things. --- ### JIRA good Start and a simple but effective Service Management Tool - Overall rating: 4/5 - Reviewer: Richard R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Good to start with, served its purpose and worked as a basic service desk tool. Would have liked more integration and better dashboard reporting. Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting for different tiers of management. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of configuration and customization was relatively easy and and the box experience initially worked well. The team was up and running in a matter of hours, not days. #### Cons Not as easy to get integrating,you have to purchase apps or plugins to gain what should be relatively straightforward connections to 3rd party apps. #### Reasons for choosing JIRA Service Management We trialled for over a year as the group was using this as a service management tool. Eventually the group migrated to Freshdesk from Freshworks. --- ### Powerful but Complex ITSM Solution for Growing Teams - Overall rating: 4/5 - Reviewer: Benjamin T. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 201-500 employees - Product usage: Used weekly for less than 12 months - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The flexibility and customization options are standout features. It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations. #### Cons The initial setup and configuration can be complex and time-consuming. Pricing can also become expensive as your team grows or requires advanced features. #### Reasons for switching to JIRA Service Management Featurelist is the most important and Jira offers too many features that inventory360 is missing. --- ### Like it, useful - Overall rating: 4/5 - Reviewer: Valentino F. - Verified reviewer: Yes - Industry: Entertainment - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, it's a powerful tool that helped our team streamline support, reduce delays, and improve response times. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love how easy it is to manage and prioritize support tickets. The automation saves us tons of time daily. #### Cons The learning curve was steep at first. Setting up workflows took time and required outside help from IT. #### Reasons for switching to JIRA Service Management JIRA offered deeper integration with our dev team and better workflow customization. --- ### Great for tech companies but not for the average small business - Overall rating: 3/5 - Reviewer: Katie S. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 11-50 employees - Product usage: Used daily for free trial - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses. Currently, I believe it to be best for software/tech companies. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I'm currently using Freshdesk and looking to switch and Jira has a great offer for small businesses to have 3 free users which is why I tested it for the collaborative inbox feature. #### Cons Jira was too hard to setup because it is just so powerful. It would be great if it was simplified for the average user. #### Reasons for switching to JIRA Service Management Reddit forums said it was free for 3 users which is perfect for our company but was ultimately too robust for what we needed. --- ### Solid Tool For Managing Support Requests - Overall rating: 5/5 - Reviewer: Hameeda T. - Verified reviewer: Yes - Industry: Financial Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to set up, integrates well with other Atlassian tools, and helps teams track issues quickly and more effectively. #### Cons Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered --- ### This is a great tool for team building - Overall rating: 4/5 - Reviewer: Keith B. - Verified reviewer: Yes - Industry: Financial Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Allow me to get up and running and working with my team quickly. Quickly able to set up stories, sprints, and #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Ease of use and accessible training materials are easy to access made it very easy for our team to start #### Cons None other than had to get integration set up with my aha roadmapping tool which would allow us to create ideas and then --- ### Reliable Tool for Bug Tracking and Internal Communication - Overall rating: 5/5 - Reviewer: Sarah W. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience has been positive! Jira is a reliable tool for tracking bugs and communicating internally - which allows me to better support my customers. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I mainly use Jira Service Management to track software bugs and monitor their status. 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 Jira can feel complex for non-technical users, like myself, because it offers so many amazing features - so there is definitely a learning curve involved. --- ### Far to complicated to use effectively - Overall rating: 2/5 - Reviewer: Edward K. - Verified reviewer: Yes - Industry: Computer Software - Company size: Self-Employed - Product usage: Used monthly for less than 6 months - Reviewed: September 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 1/5 - Value for money: 4/5 - Functionality: 5/5 #### Pros The product can be configured in many different ways to support your requirements, and it's good value for small teams. #### Cons The user experience as both an admin and user is terrible. It's impossible to find anything and use in a meaningful way. The learning curve was too steep for me any my clients to find any value in the product. #### Reasons for choosing JIRA Service Management We didn't. We switched back to Trello as Jira was too cumbersome to use. --- ### Automate business process across multiple departments - Overall rating: 4/5 - Reviewer: Julio H. - Verified reviewer: Yes - Industry: Automotive - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered 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 #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT #### Cons The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done #### Reasons for choosing JIRA Service Management Company or manager decision, again, probably budget or scalability #### Reasons for switching to JIRA Service Management Company limitations basically , probably budget or scalability --- ### Revolutionize Customer Experience with Jira Service Management. - Overall rating: 5/5 - Reviewer: Robert M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Offer robust features that helps to improve the customer experience and reduces workload on customer support team. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It offer a user friendly interface that allow support team to effectively and effortlessly manage service request and deliver quality support.Automate workflow that eliminate the management of routine and time consuming customer service tasks.Omnichannel support feature ensure customer have variety of options for reaching support team.Provide great dashboards and reports that gives data needed for decision making about service operations .Its customization feature allow creation of custom workflow,fields and forms. #### Cons Jira Service Management cost is a bit higher especially for a organization with big number of support agents . --- ### Powerful Features with Great Flexibility. - Overall rating: 5/5 - Reviewer: Esami Allan J. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall experience about Jira Service Management is commendable ,easy to use and manage .Offer great automation and customizable features , #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency.Allow highly customizable workflows which allow us to tailor the tool to a specific needs.Offer user friendly interface that support excellent service delivery. #### Cons Jira Service Management cost is quite high ,might not be affordable to some mall organization although it offer powerful features . --- ### Good project management tool/ticketing system - Overall rating: 4/5 - Reviewer: Emma W. - Verified reviewer: Yes - Industry: E-Learning - Company size: 201-500 employees - Product usage: Used weekly for less than 2 years - Reviewed: February 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and easy to manage. It makes it simple to separate priorities while still maintaining overall visibility. 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. #### Cons One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the requests I’ve submitted to different teams. They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be. --- ### TALK ABOUT JIRA - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: Used monthly for more than 2 years - Reviewed: September 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Jira’s UI is cleaner and more intuitive for non-developers (e.g., project managers, designers, etc.) I have sed jira in the capacity of Scrum Master rand also Project manager and have noticed that non-technical team members often find Jira easier to navigate and use. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Very user friendly i must say. Seems like it is the one that is basically built for agile because it handles scrum, Kanban, even SAFE quite traditionally. #### Cons Not sure. They say everybody hates Jira but no one, absolutely no one stops using it. Perhaps too many customization options break peoples back. --- ### Core project management product - Overall rating: 5/5 - Reviewer: Mario G. - Verified reviewer: Yes - Industry: Retail - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great, very easy to use and intuitive with a lot of different features for different projects so a very positive experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Such an amazing tool for managing. It is the core of most businesses, but it has so many features that make it so powerful! #### Cons Not really a con, but as it has many features it can get a bit complex with how the logic works, but it is quickly to learn. --- ### Atlassian Service Management... good for IT - Overall rating: 5/5 - Reviewer: Nick K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered I use Atlassian Service Management everyday to manage IT work. I have been using it for over a year and it is clean and simple. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like how easy it is to get a work queue up and running for both the admin and users. It is simple to set up for the admin and simple for the users to use. #### Cons It is expensive to license and Atlassian likes to try and add a license for each user you have using JIRA even if they don't use SM. So you need to be careful when adding users. --- ### Excellent for issue resolution - Overall rating: 4/5 - Reviewer: Ade G. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Jira service desk is used to escalate technical issues to our core operations tech team for quick resolution of customer issues. I like how there are different categories of logging these issues for resolution. It also has excellent tracking system and prompt notifications signifying the progress and status of issue resolution. #### Cons No cons really. Jira service desk is quite excellent to be honest. Maybe more themes and fonts? Yeah. --- ### Does a good job for the cost. - Overall rating: 4/5 - Reviewer: David M. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Good product which is a low cost option where you can use it to track and manage your teams work/service requests. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros Easy to use. Easy to setup, good private value and you can track all your tickets in the system. Can setup multiple users and has great user permissions. #### Cons The analytics is not done well. It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress, etc. --- ### JIRA - Review - Overall rating: 5/5 - Reviewer: Abu S. - Verified reviewer: Yes - Industry: Medical Devices - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Great system for ticket management and change requests. Love the watchers feature and ease of use #### Cons I would like there to be more flexibility on some of the features, we had to change a few processes to make it fit --- ### JIra could do better - Overall rating: 5/5 - Reviewer: Paola S. - Verified reviewer: Yes - Industry: Design - Company size: Self-Employed - Product usage: Used weekly for less than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. first it all, I was so easy to understand the sections but no the same with some small plugins or gadgets.But forme was a good experience with some practice #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects #### Cons mmm I think the product will be good is It will be able to connected for more platform for designer --- ### I used it, I loved it - Overall rating: 5/5 - Reviewer: Evelyn W. - Verified reviewer: Yes - Industry: Construction - Company size: 5001-10000 employees - Product usage: Used weekly for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Really love the customer portal : clean form, users pick issue type fast, Confluence article pops automatic, and we drag ticket status easy on board #### Cons But learning part is rough. Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days --- ### Too complicated to be used - Overall rating: 5/5 - Reviewer: Filippo V. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Interesting, but to complicated. I am not very convinced to use it unless the setup will be simolificated #### Ratings breakdown - Ease of use: 1/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is a very complete product, it can really help you to manage the assistance in your company. #### Cons It is very difficult to set up. We spent days in figuring out how to configure everything --- ### It completed our needs - Overall rating: 5/5 - Reviewer: Lachlan M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent, open support tickets and management in a queue. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is simple to integrate into its own management space and updates are rolled out regularly. #### Cons The support is slow, sending emails but never getting responses. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/?page=2) --- JIRA Service Management Reviews, Pros and Cons - 2026 Software Advice