--- 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. --- ### Great software for IT/HR - Overall rating: 3/5 - Reviewer: Mike G. - Verified reviewer: Yes - Industry: Computer Hardware - Company size: 501-1000 employees - Product usage: Used weekly for less than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, this is a fantastic software with many usecases. I really see that this can be super helpful for IT administration or even HR/Benefits cases. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Very efficient service management panel. You can easily create and assign IT service request. Largely bug free and has all the features. This is basically a scaled down version of service now. Great customer support from atlassian and great integration with the regular jira feature. #### Cons Sometimes moving item and assigning it to different sprint from a service request is not the most convenient. #### Reasons for choosing JIRA Service Management Already integrated with jira so very convenient and more cost effective to go with atlassian --- ### 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 --- ### Powerful and Flexible ITSM Tool - Overall rating: 4/5 - Reviewer: Gary T. - 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. It’s a powerful and flexible platform that works well for managing service requests, incidents, and change workflows. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros How well it integrates with the broader Atlassian ecosystem (like Confluence and Jira Software) #### Cons Initial setup and configuration can be quite complex, especially for teams without prior Atlassian experience. #### Reasons for choosing JIRA Service Management The native integration with other Atlassian products! --- ### 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 --- ### JSM Is The Clear Winner - Overall rating: 5/5 - Reviewer: Charles B. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used daily for more 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. Overall, I am beyond ecstatic with the product. The ease of use and custom functionality paired with automation is phenomenal! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ability to have all our ITSM processes incorporated into the same system used for all other customer value streams is ideal! #### Cons The only con I have for this platform is that every person who looks to improve daily processes needs to be knowledgeable in the configuration side. --- ### Easy and value for money - Overall rating: 4/5 - Reviewer: Bruno L. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for less 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 experience is great. Value for money is 9/10, you will not get the same features for the same price. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Jira is user-friendly and intuitive. It allows to easily create assets and manage portfolios, even for starters in the teams. Customer service is also a plus. #### Cons Layout could be optimized and customised for companies. Even it’s easy to use, modules could be added according to the needs. --- ### 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. --- ### JIRA as a Project Management Tool - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 501-1000 employees - Product usage: Used monthly 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. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Ease to use and great for project management when working asynchronously with teams located remotely. #### Cons The user interface and overall it’s a great product! I used it in different companies and was always a positive experience. --- ### 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 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. --- ### Very well known and practical tool for Service Managment - Overall rating: 5/5 - Reviewer: Alejandra T. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 201-500 employees - Product usage: Used monthly 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 a very usefull, easy and secure tool to use as a platform to provide services to multimple customers #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros It is actually a Standard and very well known tool in Latam. Is generally used as a platform to provide Services to different customers. #### Cons Some configurations are tricky, but using API Management, you can easily solve the issues. Nevertheless, the tool is very easy to implement and use. --- ### Enterpise development management - Overall rating: 4/5 - Reviewer: Bharath M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered Overall, the product is extremely helpful and supportive in removing problems that came to understand and track the progress of ongoing development and fixations on multiple issues and products of the large enterprises, mainly for other department people. It gave the facility to manage and ask questions as well. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 1- Jira dashboard is extremely wide that it covers all the development related problems under one roof. 2- The product is very secure for confidential updates and information of product development cycle and give a ease to see and manage those securely. 3- Extremely wide reporting and customization support provided. #### Cons 1. All just due to wide features and functionality the complexity of product understanding increases. 2. I feel missing feature of graphics more to be added in the dashboard for more easy understanding. --- ### 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 --- ### 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. --- ### 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 --- ### 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