---
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JIRA Service Management Reviews

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# JIRA Service Management User 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."

"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

"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