All JIRA Service Management Reviews
1-25 of 645 Reviews
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Sandeep
Information Technology and Services, 51 - 200 employees
Used unspecified
OVERALL RATING:
5
Reviewed February 2024
JIRA Service Management Review: Great agile task management tool
Shayla
Verified reviewer
Internet, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Probably the top program for managing projects
Jira is a sophisticated and flexible project management solution with a wide range of applications. Jira's strengths lie in the depth of its task management features, the breadth of its integrations, and the depth of its reporting and analytics tools, all of which contribute to the program's capacity to help you better understand your projects and teams.
PROSTo accommodate the fact that various people have different ways of doing things, this user interface may be easily altered to fit individual needs. Jira makes it simple and quick to design and implement unique workflows and rules. One way to break down large projects into manageable chunks is to keep everyone in the loop on how things are shaping up.
CONSJira's flexibility allows for personalization, but more in-depth modifications may call for specialized skillsets.Performance difficulties: Some users may have performance issues, especially when working with larger projects or those that include complicated procedures.
Reasons for switching to JIRA Service Management
The simplicity of the software's implementation makes it ideal for use in a cloud setting. More than that, it serves as a model of efficient software for managing both projects and tasks.
Tora
Verified reviewer
Financial Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2023
Expert service management system
I mainly use it for task management on small projects, but I plan to gradually expand the scope of use as I get used to the operation and screen environment. Since it can be used in a wide range, it is recommended that I use it for task management and workflow for small-scale projects with a small number of people to get a feel for its operation. Sharing issues with project members in other companies or remote locations is possible. You can discuss and work on a common visualized platform, such as managing work progress and solving problems.
PROSIt is a slightly different tool from the so-called general ITSM system (or service). Operation and maintenance (though not limited to) tend to be individualized. Still, JIRA caters to tasks and support on a "role" basis, so sharing knowledge using OJT is possible, depending on ingenuity.
CONSIt may be a problem due to the multifunction, but I think the problem is that the screen is a bit hard to see. (The problem may be solved by changing the layout of frequently used functions, but I haven't used it much yet, so I think it will be a problem that will be solved as I use it).
Reason for choosing JIRA Service Management
Functionality that manages queries centrally. Improved working conditions enhance visualization and efficiency. Queries, support and information distribution are centralized, so there is no waste in work, and it is simple and clear what to do next so that I can do my job.
Reasons for switching to JIRA Service Management
Because we can search by tag, we can quickly find problems and solutions, success stories and reference examples. Since the SLA can be configured according to individual design, the achievement status can be confirmed in a report, and the current progress and what needs to be done can be shared immediately. Full-text search is possible with indexing, so this system has a sense of security, even if you think you missed it.
Madilyn
Biotechnology, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
4
Reviewed January 2024
Lots of features but can get overwhelming
The amount of features that JIRA has allows for our team to use it to track a multitude of ticket/project types.
CONSThe number of features can be overwhelming and this platform is not the best organized. There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be overlooked.
Terry
Health, Wellness and Fitness, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2023
Jira is a good tool but need to know the limitation
The ITSM offers a high-quality service and a competitive price compared to other tools. However, it requires a skilled implementation partner for a successful deployment. This tool also needs ongoing support and maintenance to ensure optimal performance. It is not advisable to rely on a short-term professional service during deployment without continuous support/improvement.
PROSJira's ITSM module is user-friendly and intuitive. You don't need much training to master it. One of the features I appreciate most is the ability to mention other people with @ in the comment section and keep them updated on the ticket status.
CONSThe IT asset management module is very complex and requires a lot of configuration to enable the basic features. The out of box feature in this module was not useful for my purposes. I had to set up the IT asset classes from the schema level, which was time-consuming and tedious.
Reasons for switching to JIRA Service Management
ServiceNow is too expensive with some advanced feature which we did not use but paid.
Natasha
Computer & Network Security, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed January 2024
Review from a user
JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.
CONSI wish we can assign more than one user to a card or assign a whole team.
Reasons for switching to JIRA Service Management
Wrike was the tool at my previous organization.
Jayanth
Insurance, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed August 2023
JIRA is the best overall Bug & Issue Project Management tool
- JIRA is very simple to setup & deploy for beginners & can also be used very effectively by advanced users- Has integrations with other tools- JIRA helps report, manage & track bugs, product features via tickets in 1 place- JIRA has history of tickets, work logs, etc that help document projects & promote overall accountability
CONS- JIRA can be expensive for small companies & small teams- JIRA needs licenses for users just to view the JIRA board & tickets
Reason for choosing JIRA Service Management
We chose JIRA as everyone were familiar with the tool & had prior experience with using it.
Laura
Verified reviewer
Hospital & Health Care, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
Simple and effective task management software
It's useful for monitoring progress and coordinating the many tasks that have been delegated. In fact, the tool's progress track can be used to make estimates for the deadlines themselves.
PROSWe utilize Jira to proactively guard against issues, notify clients when they are discovered, and monitor their progress and enhancements. Having the assignor's identity and that of the assigned person clearly shown also helps establish trust.
CONSI had trouble finding older tickets or finding out who else had been assigned to the key I was working on; an internal chat function could greatly benefit those of us waiting for clients to respond to comments.
Reasons for switching to JIRA Service Management
I've been using Jira since I was a new employee, and it's been a breeze both then and now when I delegate work to my colleagues.
Angeli Eloise
Information Technology and Services, 5,001-10,000 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed April 2024
Great way for multi-department ticket processing!
Can be viewed by anyone, easily connected to Salesforce
CONSComment thread is a bit long, hoping overall layout can be improved
Ruchir
Information Technology and Services, 10,000+ employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed May 2024
Easy to use bug tracking system
Its an effective tool for tracking and managing bugs. Tool is intuitive and easy to use for beginners.
CONSThe search functionality can be improved. Searching for issues becomes challenging sometimes
Michael
Information Technology and Services, 201-500 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2024
A great tool to improve efficiency
The ease of use and automation. It allowed to streamline processes
CONSNothing not to like it vastly improved everything it touched
Yuval
Banking, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed January 2024
Jira is the best ticketing management & Knowledge storage.
Great ticket management, the best out there. Also - Easy knowledge storage, easy to go through pages and stuff.
CONSThe colors are boring, they can add more life to it.
Peejay
Information Technology and Services, 10,000+ employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Ticket Management Like No Other
Seamless Collaboration and Communication
CONSI do not see any negative feedback about Jira during the 9month-span that I was using it.
Anonymous
501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed July 2019
A great option for on-site ICT service desk management
Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.
PROSI find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service desks for other departments in the organisation which helped improve productivity and workflow. There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!). We found the default setup of Jira Service Desk fit our needs very well, but it is very easy to customise ticket workflows and other features to suit more complex needs.
CONSFor a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.
Reason for choosing JIRA Service Management
We chose Jira Service Desk as it was one of the few with a pricing model that worked for us; being a non-profit organisation, their free licencing for non-profits was a huge selling point to us. This was coupled with the fact we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) so we felt staying within the Atlassian ecosystem would prove beneficial.
Reasons for switching to JIRA Service Management
We switched as part of a service contract change which meant our Kaseya service desk which was provided by our MSP was no longer an option. Instead we decided to look at alternative service desk software that could be used for our needs, and as we were at the time considering implementing both OpsGenie and Confluence (which are also Atlassian products) we decided to remain in the Atlassian ecosystem and choose Jira Service Desk.
Hiren
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
JIRA Service Management is excellent Saas Platform for your ready to use need & with other flexibili
Overall good experience.
PROSJIRA Service Managment is have lots of customization capability & also ready made template is also good. Ready made report is good but for accurate details need more tuning to the reports or create own customize report.
CONSWhen reporting things come in picture that require customization. Also standard ticket type is not good enought for day to day use. So to configure all these need require experience user or consultant to understand your need & configure it.
Reasons for switching to JIRA Service Management
Jira platform is more customizable compare to Zendesk also you can use it for many other things.
Rami
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2020
A best-of-breed Platform for Help Desk and Service Management!
Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.
CONSSetup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.
Reasons for switching to JIRA Service Management
Zoho did not meet all of our requirements, and was not sufficiently flexible, neither scalable enough to support our growth.
Justin Alex
Computer Software, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Highly customizable and integrates well with the Atlassian ecosystem
Customization, integrations, workflows, SLAs
PROSNewbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.
CONSAdministering JIRA Service Desk (and JIRA in general) can be daunting for a new user. With a number of customizations that one can do in a JIRA application, there will come a time where there can be a performance impact on the environment if the application is not governed well. The Customer Portal (customer facing interface) is spartan in terms of customization. You can only customize so much, but it is limited in terms of branding it to suit your company's design specs.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed May 2023
Cumbersome and slow, but no challenger
We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira.
PROSThe feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ...
CONSThe UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings.
Reason for choosing JIRA Service Management
Linear was a bit too new, and lacked the release notes feature Jira has.
Reasons for switching to JIRA Service Management
Notion lacked the structure Jira has.
Lucas
Computer & Network Security, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed August 2023
A Powerful Software for Efficient Software Development Management
JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity
PROS- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.
CONS- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.
Mike
Verified reviewer
Electrical/Electronic Manufacturing, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Innovating IT Workflows
JIRA Service Management is an exceptional platform for IT project management and customer support. Its customization capabilities and the efficiency it offers in problem resolution and cross-team collaboration make it well worth the investment.
PROSThe platform offers a wealth of issue tracking features, reports and metrics that make it easy to monitor productivity and identify areas for improvement. In addition, the self-service portal and integrated knowledge base provide end users with useful resources to resolve issues on their own, reducing the support team's workload. Support for process automation is also impressive, enabling the implementation of automated rules and actions to streamline and optimize workflows.
CONSDespite its many advantages, JIRA Service Management can be complex and difficult for new users to learn. Initial setup and customization takes time and effort.
Florea
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2023
Good for Product Companies not so good for Support
It is a Jack of all trades, Jira can thrive in the right hands if you have for example a few teams working in a Nexus Framework or even lower tier Scrum/Kanban/Scrumban this tool has it all , you can setup Kanban boards within minutes , access structure can also be tailored to fit a specific team need , whether it is to give full permissions to a developer or tech lead or just read access to a stakeholder.My experience with Jira is a positive one however I only give it 8/10 for price and for utilizing it in SD Environments.
PROSJira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )
CONSAt this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support
Rakshit
Information Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed April 2023
Jira review
Tracking of defects and work done by the team has been tracked by me through JIRA and this has helped me to bring more visibility in the project as everyone knows what others are working on.
PROSCreating a board in Jira, maintaining a Backlog items list, Creation of sprints. maintenance of sprint, Maintenance of team members and tracking the work done by the team are the services i like in Jira.Also the burn up and burn down charts provided by Jira are xecellent
CONSThe export to excel features can be improved in JIRA.
Reason for choosing JIRA Service Management
Because of the ease of use .
Idaly
Verified reviewer
Semiconductors, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
A high-quality software for service management.
We decided to use JIRA Service Management because of the problems we had with similar software, but we found that this software integrates very well with different CRMs and you can be very productive in a short time, it has good tracking options and you can solve problems on time.
PROSIt is a software to improve productivity, very good for ticket management, project management, incident management, it is perfect for monitoring and with good functions to improve the productive capacities of the different departments.
CONSIt is a product that the first users cannot use perfectly, but after a light training the user adapts perfectly, also the price is high but totally necessary, since the functions and the results are very good.
Tom
Consumer Electronics, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2022
User-friendly ticketing and service desk software
Our experience has been very positive, it enables our customers to log tickets without the need to call us which saves us time.
PROSIntegration was fairly easy, we use Service Management alongside Confluence, BitBucket, and Jira Software and having it integrate with our Confluence Knowledgebase is really helpful. The automation options are also extremely useful when new tickets are created.
CONSJira Service Management isn't the cheapest piece of software to use, third party integrations can be a bit unreliable, having to pay additional subscription fees for third party integrations isn't great.
Viveka
Information Technology and Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2023
JIRA Service Management
Overall, Jira Service Management offers several advantages for business and organizations, including IT service management, customization, collaboration, reporting analytics, customer support and agile project management.
PROSJIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.
CONSJira Service Management can be slow to load and can sometimes experience performance issues.