All JIRA Service Management Reviews
1-25 of 647 Reviews
Sort by
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.
Anonymous
10,000+ employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
3
FUNCTIONALITY
5
Reviewed April 2024
Great ITSM
Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.
CONSAs any software of this kind the setup can be complex and difficult for new users.
Meylis
Information Technology and Services, 1,001-5,000 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2024
Highly productive management software
Features and functions to manage tasks and sub-tasks
CONSSince there are quite a bit of features, which is good, but it took some time to learn and get used to them.
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
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.
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
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.
Nathan
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
3
FUNCTIONALITY
5
Reviewed June 2023
Jira Service Management a Powerful Ticket System
Overall when the software works it does the job, it's a bit of a nightmare to configure and the costings are not the cheapest but not as expensive as competitor products, i.e. zendesk, freshdesk etc.
PROSWorks very well as a ticket system, it's very customisable and uses JQL for custom queries if you're inclined towards detailed reporting. Third Party Addins available online in their marketplace and bountyful automation features.
CONSIt's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that isn't IT literate then perhaps include some extra training days.
Reason for choosing JIRA Service Management
Functionality was near identical it came down to price and the fact we already used Jira for our Dev enviroment.
Reasons for switching to JIRA Service Management
We outgrew spiceworks and required a real ticket system
Anonymous
10,000+ 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 April 2022
Service Management Tool Anybody Can Use
The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...
CONSThe options are at times clumsy and confuse the end users when the data is too much.
Reasons for switching to JIRA Service Management
The cost was too high and we couldn't afford the price for the project budget.
Jordan
Verified reviewer
Outsourcing/Offshoring, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2023
A great tool that brings visibility, productivity and collaboration to the team
You can take so much value from Jira is used correctly and if the team is well aware on how to use it. We use it on our daily standups and it helps a lot see what other team members are doing and their progress. You can easily spot who has more buffer and who needs a hand. The history feature is also a big plus to see what was changed in the description of the cards. I see this tool is a perfect fit for big companies.
PROSEstimating the team's velocity can be pretty accurate when the users fill in their Story Points and the time to completion. Cards also provide a lot of information, team members can collaborate in the comments section and the ability to create sub-tasks is a big plus.
CONSJira can become overwhelming for newcomers, specially if there are no explicit policies on how to use it. Also, when marking tasks as Done, it feels the completion time fields are a bit redundant.
Reasons for switching to JIRA Service Management
The previous client, which was a small company, used Asana. It is a lot simpler, with basic features, but really easy to use.
Thomas
Retail, 201-500 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 2023
Very happy 2+ years use of JIRA.
Pretty much everything to do with ticket management and notifications from our internal 'customers'
CONSThe search functionality could do with some work when looking for older tickets and the searching of 'similar requests'
Reason for choosing JIRA Service Management
More customization that some of the competitors but not so much so as to make it confusing to set up.
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.
Anonymous
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
4
Reviewed November 2022
Good Tool for driving ITSM processes
Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.
PROSUser friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents
CONSDashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.
Reason for choosing JIRA Service Management
Better pricing and Atlassian ecosystem
Andrea
Leisure, Travel & Tourism, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed November 2019
Best on premise
We use on premise version. Software administration can be burdensome for a small staff, updates and monitoring can require quite a lot of time. Price raised two times since first purchase. Apart from this, the tool has enabled us to precisely structure the service desk, reducing by 70% the number of phone calls and emails to better filled forms on the customer portal and the use of a chat addon.
PROS- High Control - Wide choices of features - Confluence Integration - Very rich suite of addons on premise version...
CONS- ...which requires extra costs - Some features are too basic and pretty much requires addons - Learning Curve for admin requires effort
Mai
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2022
Famous tool, yet can still be better
Reasonable experience
PROSIt has a very high adoption rate and big user base, therefore there are a lot of tutorials on how to do some certain things with Jira Service Management. That's a big advantage.
CONSNevertheless, quite a few features JIRA Service Management can enhance. For instance, the search engine of the whole JIRA is not yet powerful, although it is expected to be powerful because it's a system that administrates a large number of tickets. Searching using text often results in poor results. Additionally, it is currently not possible for searching for some phrases that belong to a hyperlink that is hidden inside a text. Additionally, it is not yet possible to create a new type of relationship that links an issue with another issue. Currently one can only choose from a dropdown of relationship types that are already available there.
Marta
Information Technology and Services, 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
A truly powerful help desk management tool
Once past the cumbersome process of agreeing on workflows and setting everything up, the journey with Jira Service Desk has been pretty smooth. I recommend it for teams looking to deal with multiple sources of tickets. Streamlining the process buys more problem-solving time, which users of our application always appreciate!
PROSEasy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams.
CONSThe major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses.
Guibson
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Great Project Management Tool that enables teams to cross collaborate and become efficient
It is very user friendly, once the adoption and the knowledge of what is trying to be achieved, Tasks become a huge help on a daily project lifecycle
PROSThe most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.
CONSI believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.