--- 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: 775 ### 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: 267 reviews (34%) - 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 775 (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 --- ### 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. --- ### 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. --- ### Powerful but Complex: My Experience with Jira Service Management - Overall rating: 5/5 - Reviewer: Arti R. - Verified reviewer: Yes - Industry: Accounting - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 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 powerful tool for managing service requests and workflows, but it takes some time to master. Once you get the hang of it, it's efficient and flexible. I appreciate the integrations with other tools and the strong reporting features. However, the initial setup can be tricky, and it’s a bit overwhelming with all the customization options. It’s a solid choice, but not the most user-friendly for beginners. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Jira Service Management is great for organizing and tracking requests. The customizable workflows make it easy to adapt to different teams. I love how it integrates with other tools like Slack and Confluence. It’s easy to prioritize tasks and monitor SLAs. Plus, the reporting features give clear insights into performance, helping improve team efficiency. Overall, it’s a solid tool for managing service requests and issues. #### Cons Jira Service Management can be a bit overwhelming at first, with a steep learning curve for new users. The interface feels cluttered at times, and customization options can be complex. It’s not always intuitive, so setting up workflows or automations takes time. Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version. --- ### 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 --- ### 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. --- ### 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. --- ### 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 --- ### Complex and Heavy ITSM Tool with a Steep Learning Curve - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 4/5 #### Pros Functional for basic ticketing and workflow tracking, but the experience feels heavy and unintuitive at times. Setup and navigation can require more effort than expected, especially for non-technical users. #### Cons The interface feels complex and not very intuitive, which can slow down day-to-day use. Configuration and setup also take more time than expected, especially for teams without dedicated admins. --- ### 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. --- ### JSM Good but Could be Better. - Overall rating: 4/5 - Reviewer: James G. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for more 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. 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ticket tracking and documentation integration with Confluence are both very good. Flexibility of setting up the environment #### Cons You must build the entire instance, default platform is too simple and not fleshed out. #### Reasons for switching to JIRA Service Management Reduce Costs, we were already using Atlassian for other things --- ### JIRA is a one-stop-shop for all things project managment! - Overall rating: 5/5 - Reviewer: Soren M. - Verified reviewer: Yes - Industry: Defense & Space - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - 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. I recommend JIRA for any engineering project that require multiple focuses and high levels of reporting #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros JIRA has tons of features, I loved its user interface and its implementation of Agile and Scrum. Its reporting features were helpful for assessing our teams progress through our "sprint" periods on projects #### Cons JIRA offered a lot of customizable features, that may be its only drawback, but otherwise, a reliable program. --- ### 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 . --- ### Great tool to handle project management - Overall rating: 4/5 - Reviewer: Shilpa R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 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 tool for implementing project road map, project planning and management especially when it comes to agile projects #### Cons Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository --- ### Reliable for Tracking and Support - Overall rating: 5/5 - Reviewer: Elias S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used daily for less 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient workflow. #### Cons Reporting could be more intuitive, and sometimes it feels overly complex for smaller teams or simpler requests. --- ### JIRA SM removes all barriers from setting up proper customer support portals and flows! - Overall rating: 5/5 - Reviewer: Antti M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: June 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 was amazed how much you can get out of the box with this tool. The easiness of setting the flows up is great. We have gained a lot of control to our customer support requests with this tool. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Super easy setup! JIRA SM integrates seamlessly and awesomely easily to any of your preferred methods of customer contact. In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows. #### Cons Well, with Atlassian, you always have to cope with Atlassian user interface–but luckily they have paid a lot of efforts recently in this matter. The Atlassian products don’t have that Atlassian-feel anymore to be honest. --- ### 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. --- ### Service Management - Overall rating: 4/5 - Reviewer: Harshad N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 5001-10000 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 Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs, development, or any other. It is developed in such a way that we can see past or ongoing requests easily for product planning, and internal updates. It is an easy roadway which removes delays in working management and improves efficiency. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 1. It facilitates the management and tracking of the progress of all the assigned tasks. 2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively. 3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area. #### Cons 1. Learning is time-consuming due to the product's complex nature. 2. Highly integrable but it is challenging to achieve. 3. Extremely costly for small organizations to buy and manage. --- ### 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 --- ### Usage os jira service management - Overall rating: 4/5 - Reviewer: SREEREKHA B. - Verified reviewer: Yes - Industry: Banking - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - 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. It is good to use to submit defects and track their resolutions #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Its very good to use for defect management #### Cons None actuallly it worked well to submit defects and for tracking their resolutions --- ### Jira Service Management is great but pricey - Overall rating: 4/5 - Reviewer: Kyle R. - Verified reviewer: Yes - Industry: Luxury Goods & Jewelry - 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. Jira is a great service management system that is highly customizable. It takes a while to get the hang of it. Would like it a bit more user-friendly but for everything it does, if price is not an issue, it is well worth it. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The customizations, automations and all of the integrations #### Cons Pricing, Support can be slow at times, Not very user-friendly when just starting out, Log information is very spread out --- ### Industry standard ticketing tool in the market - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered JIRA service management tool is one of the best ticketing tool in the market. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Jira service management is one if the best ticking tool in the industy. It easy to track all the tickets in one place #### Cons The responsive time for loading the page might take little longer --- ### 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. --- ### 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. --- ### 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