JIRA Service Management - 2026 Pricing, Features, Reviews & Alternatives

Reviewers appreciate JIRA Service Management's robust ticket management capabilities. They highlight the ease of creating, assigning, and tracking tickets, noting the intuitive UI and customizable options. Users report that the Kanban board visualization helps in monitoring ticket progress. They find the automation and integration with other tools valuable. However, some mention the interface can be complicated and not always intuitive. Overall, users feel it significantly improves issue tracking and management across teams. Of the 43 JIRA Service Management users who gave detailed accounts of their use of Ticket Management, 100% rated this feature as important or highly important.

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“Jira Service Management provides a robust ticketing system that allows teams to efficiently track and manage issues or tasks related to the product. Each ticket represents a specific problem or request, and teams can assign, prioritize, and categorize them based on their urgency and impact”

Dawit L.

IT Administrator

“This has been one of the most important features for our teams as it helps our entire organisation to be at one place for all issues. The ease of use for both the internal teams have been quite good. The ticket creation is very simple and the UI is quite intuitive.”

AC

Abhinav C.

Program Manager

Reviewers indicate that JIRA Service Management's task management is efficient for planning, tracking, and executing tasks. They appreciate the ability to create, assign, and monitor tasks throughout their lifecycle. Users find the integration with other services and the use of Kanban boards helpful. They report that the tool supports agile frameworks and facilitates prioritization and collaboration. Some users mention difficulty in filtering tasks, but overall, they find it versatile and effective for daily task management. Of the 33 JIRA Service Management users who gave detailed accounts of their use of Task Management, 100% rated this feature as important or highly important.

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“Task management is similar to Ticket management in Jira. We can get email notifications, and we can move task to different status and can assign it to respective owners.”

Alok C.

Lead QA

“Jira is our task management tracker and it works perfectly to reflex the work achieved, progress, blockers, relate and order items.”

Kirian S.

QA Analyst engineer

Reviewers value the access controls and permissions in JIRA Service Management, noting its importance for security and role-based access. They highlight the ability to create user groups and assign specific permissions, which helps in managing modifications and updates securely. Users appreciate the granularity in permissions and the ease of configuring access levels. However, some find the setup process complicated and mention issues with adding watchers to tasks. Of the 19 JIRA Service Management users who gave detailed accounts of their use of Access Controls/Permissions, 100% rated this feature as important or highly important.

Users report that JIRA Service Management's alerts and notifications are important for timely communication and task management. They appreciate the real-time notifications via email and desktop, which keep them updated on ticket status and changes. Reviewers find the notification system effective for collaboration and ensuring nothing is missed. However, some users feel overwhelmed by the volume of email notifications and suggest improvements in notification customization. Of the 19 JIRA Service Management users who gave detailed accounts of their use of Alerts/Notifications, 89% rated this feature as important or highly important.

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“The alerts and notifications are really good within the helpdesk of JIRA, its very important to get notifications for anything regarding the tickets that you are working on as you want to resolve issues and reply back to your 'customers' as soon as possible.”

TH

Thomas H.

Junior Software Engineer

“Not only do I receive notifications in Jira itself, but I also receive emails and desktop notifications when a task comes in. So I am always kept in the loop.”

Dayley S.

Web Developer

Reviewers find JIRA Service Management's support ticket management highly customizable and efficient. They highlight the seamless integration with other business management systems and the ability to connect support tickets with regular Jira projects. Users appreciate the clear tracking, prioritization, and collaboration capabilities. They report that the system is easy to set up and use, although some mention better financial options are available. Overall, users feel it effectively manages and resolves support tickets. Of the 23 JIRA Service Management users who gave detailed accounts of their use of Support Ticket Management, 87% rated this feature as important or highly important.