--- 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: 776 ### 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: 443 reviews (57%) - 4 stars: 268 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 776 (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 --- ### 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. --- ### 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. --- ### Efficient and Reliable Tool for Project and Service Management - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Medical Practice - Company size: 51-200 employees - Product usage: Used daily for less than 6 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 experience with Jira Service Management has been positive. It is a reliable platform for managing projects, service requests, and team collaboration. The reporting tools and dashboards provide good visibility into workloads and project progress. I especially appreciate how it supports Agile and Scrum practices by helping teams stay organized and meet deadlines more efficiently. While there is a learning curve, the features and flexibility make it a valuable tool for project and service management. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros One of the best things about Jira Service Management is how organized and customizable it is. The platform makes it easier to manage tickets, track issues, and keep communication clear between teams. I also like the automation features because they save time and reduce repetitive tasks. The integration with other Atlassian products works very smoothly, especially for Agile and Scrum workflows. #### Cons The system can feel overwhelming for new users because there are so many features and configuration options. Some parts of the interface are not very intuitive at first, and setup can take time without proper training. Pricing can also become expensive for larger teams that need advanced features --- ### 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. --- ### Flawed but functional - Overall rating: 3/5 - Reviewer: Jarosław K. - Verified reviewer: Yes - Industry: Translation and Localization - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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; #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros JSM allows the creation of robust automated workflows. The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins. #### Cons Limited ability to customize and change both the customer portal and the agent's view. #### Reasons for switching to JIRA Service Management Freshdesk had limited automation and workflow management, which put significant ticket management overhead on our employees. The ticket portal was very basic. --- ### An Excellent Service Management Tool For Small and Large Organizations - Overall rating: 5/5 - Reviewer: Adebayo A. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We have used Jira Service Management for a while to manage IT requests in my organization and the part I love most about it is the simplicity of use. From the dashboard, it's easy to have an overall view of pending requests and easily manage the requests. With Jira Service, our support team is quickly able to triage, diagnose, and resolve any ticket within the organization. #### Cons While it's a great tool, we sometimes have issues with the email component. Our customers send requests via email and widgets and the widget works perfectly. But sometimes, we don't get the issues sent via email on the Service Desk Dashboard. In some rare cases too, when we reply to a customer, the customer doesn't get the email and this leads to a breakdown in communications and support. #### Reasons for switching to JIRA Service Management We didn't have as much customization and feature as needed --- ### 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. --- ### Jira will help you manage your projects and products very well. - Overall rating: 5/5 - Reviewer: Chris B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 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 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Creating and updating tickets were both really easy. You could connect to related tickets, or be notified when updates or status changes were made. The integration into Slack was very helpful for communication among teammates. Being able to sort by feature and project was very nice. Support continually let us know when features were available and there were very little issues we would run into. #### Cons The search feature sometimes was not as reliable, would show items not related, or not show items related to the search terms. #### Reasons for switching to JIRA Service Management We wanted more features than were available --- ### Easy to build service requests - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Real Estate - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Easy to create service requests and get things done with solid organization. I am a fan of the system. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Jira makes it easy for me to log insights and create tickets for my revenue operations team to act on. #### Cons Hard to find and filter for what I want being a new user. I wish I could more easily understand where to find things I need. --- ### Efficient but Complex: A Robust Tool for Event Service Management - Overall rating: 4/5 - Reviewer: Kayla G. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 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, 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. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking. #### Cons What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience. #### Reasons for choosing JIRA Service Management Jira works with more departments than Monday - especially the product team. --- ### 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. --- ### JIRA Service Management Review - Overall rating: 5/5 - Reviewer: Katrina P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used weekly 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. I use it to manage my tasks and workflows and to track issues. It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like that JIRA is easy to use and has a good customer support team. It allows for easy project management and helps to identify bugs/issues. #### Cons I do not dislike anything about the software. I have found it a good place for managing tasks and workflows. --- ### JIRA service Management is a home run for Enterprise Solutions - Overall rating: 5/5 - Reviewer: Freda H. - Verified reviewer: Yes - Industry: Capital Markets - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: January 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 JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to build applications that were seamless to our mission and common goal driven by the business units needs to innovate and modernize the outdated systems. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive #### Cons Some templates did not fit the needs or use case plan we reviewed or wanted to establish. --- ### Great for IT teams but a bit tricky to get started - Overall rating: 4/5 - Reviewer: Mario P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - 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 good platform for managing IT requests and incidents. Once you get the hang of the setup, it really helps streamline communication and ticket resolution. It’s reliable, but it could definitely be a bit more user-friendly. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues. #### Cons It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary. --- ### 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 --- ### Best project management software - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Its great and i am using Jira from last 7 years and it make my work easy #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Project managemrt and tracking and the way how jira follow agile #### Cons Customizations is a bit heard in jira. Learning new tool --- ### JIRA management services - Overall rating: 5/5 - Reviewer: Megan M. - Verified reviewer: Yes - Industry: Commercial Real Estate - Company size: Self-Employed - Product usage: Used daily for less than 6 months - Reviewed: June 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What i did like the most about JIRA Service management, its customization options and integration capabilities #### Cons What i didnt like the most about JIRA Service Management is that it's complexity snd initial set up challenging --- ### Our service desk getting lots of help from it. - Overall rating: 5/5 - Reviewer: Jessica M. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - 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 empowered our IT team to provide efficient and effective support, leading to increased employee satisfaction and reduced downtime. The platform's comprehensive features and integration with Jira Software have made it an essential tool for managing our IT service desk and streamlining our operations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly. #### Cons Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise. --- ### JIRA-Legal - Overall rating: 4/5 - Reviewer: Rita H. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Mostly positive. Being in the Legal group we have found another system that works better for us. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T. #### Cons There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input. ## 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