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JIRA Service Management Logo
JIRA Service Management
4.4
(435)

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The only ITSM solution built on the Jira platform

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(37)

JIRA Service Management Features

Features Summary

Functionality

4.4

/5

435

Total features

107

25 categories

JIRA Service Management features

API
Access Controls/Permissions
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking

Common features of Contract Management software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Annotations
Approval Process Control
Audit Management

Price starts from

60

Per month

Flat Rate

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.4

/5

435

Price starts from

60

Per month

visit website

Total Features

107

Unique features

  • Time & Expense Tracking

  • Network Monitoring

  • Maintenance Scheduling

  • Email Alerts

Functionality

4.6

/5

11K

Price starts from

298.80

/user

Per year

learn more

Total Features

44

Features in Common

13

Unique features

  • Video Conferencing

  • Remote Printing

  • Remote Access/Control

  • Meeting Management

Functionality

4.3

/5

3.4K

Price starts from

49

/user

Per month

visit website

Total Features

184

Features in Common

76

Unique features

  • Computer Telephony Integration

  • Predictive Dialer

  • Discussions/Forums

  • Content Management

Common JIRA Service Management comparisons

JIRA Service Management logo
Freshservice logo
JIRA Service ManagementvsFreshservice

Reviewers who mentioned features said:

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Josemaria G.

Verified reviewer

E-Learning, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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From the Trusted Atlassian

Reviewed 4 years ago

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you...

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

SV
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Shubham Vasantrao K.

Banking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The best Ticket/Bug Tracking Tool

Reviewed 16 days ago
Pros

1) We mainly used this tool to plan our tasks for the projects we were working on.2) Creating Sprint Cycles and assigning tickets for each issue is very convenient using JIRA3) We can see the progress made by the ticket owner in the ticket description.4) There is a very brief and concise Audit history which we can track to see how the ticket status has changed5) I like the customization feature for each team and each product. We can choose what statuses and workflow our ticket should go through and select and arrange them very quickly.6) We can even link the BitBucket repo link and confluence link with our JIRA ticket, which is very handy for developers.

Cons

It can be sometimes overwhelming for newcomers, especially when one is not that familiar with JIRA and its terminologies, and it does have its learning curve.

AP
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Alexandre P.

Market Research, 501-1,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Not easy to use

Reviewed 17 days ago

It is a powerful project management tool, but it can be overwhelming for new users and difficult to customize. It also requires some budget consideration, it's important to weigh the benefits that it brings to the team's workflow and project management.

Pros

One of the things I like most about Jira is its flexibility. It can be configured to suit the needs of a wide variety of teams, from small development teams to large enterprise organizations. The software is highly customizable, allowing users to create custom workflows, issue types, and fields to suit their specific needs.

Cons

It can be overwhelming for new users. The user interface can be complex, and it can take some time to become familiar with all of the features and options available. Additionally, the different features can be difficult to find and access, which can make it hard for teams to work effectively.

GT
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Gábor T.

Automotive, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Jira, one of the best ticketing tools

Reviewed 3 months ago

I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce...

Pros

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Cons

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

AR
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Anonymous Reviewer

Verified reviewer

Financial Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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JIRA - Can't live without it

Reviewed 25 days ago
Pros

Jira allows us to track individual issues across the organization accurately by assigning unique identifiers. It allows us to effectively manage our issues using groupings(epics), Releases, and sprints.

Cons

Starting new projects on the SAAS is a bit tricky to get it to match older configs you are interested in as it is geared towards kickstarting new users.

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Melissa S.

Verified reviewer

Computer Software, 501-1,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Great Tool for Technology

Reviewed 4 months ago

Overall Atlassian Tools are great for our organization because it allows us to streamline everything. You can utilize confluence with the Jira service desk to integrate existing knowledge to self-serve your agents or customer base. It allows for all the right features with Agile Design and sprints - but I do find that they are missing some features that bring the product into modern times.

Pros

We've been using Jira Service Desk for several years within our Technology team. I think this tool has all the right features when it comes to managing the day-to-day as an engineer. You can utilize the Agile Design Methodology and manager sprints really easily. In terms of ticketing for customers, that's a different story.

Cons

Jira Ticketing is a bit of a nightmare to build and run. Our use case was to replace Zendesk with it, and to be honest, it doesn't have the best features to act as a ticketing software for your customer base. Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not experienced in it, it can be daunting. There is little customization available in terms of how it is presented to customers so branding is extremely basic.

AR
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Anonymous Reviewer

Verified reviewer

Biotechnology, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Jira is the best issue tracking software out out there!

Reviewed 2 months ago
Pros

Easy to use, easy to configure, easy to train internal team members on how to use and set up workflow; great visualizations and ability to track and trend issues is unparalleled

Cons

There is not much that I dislike about the software. I guess what could be improved is potential integration with IoT products or IFTTT

AS
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Abhishek S.

Computer Software, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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JIRA review- Best tool for issue tracking

Reviewed a month ago

Overall , I am very satisfied and happy with this tool.

Pros

It is very user friendly and it gets really easy to track your bugs and issues. You can easily create subtasks and manage your sprint.

Cons

Sometimes it gets really difficult to contact support team in case there is any technical issue.

GM
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Galia M.

Education Management, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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JIRA ticket Management

Reviewed a month ago
Pros

Very easy to track your tickets, adjust them, prioritize and get full update.Using it as knowledge sharing base which is great and easy to work with.

Cons

Not easy to create specific reports that are not set by Jira itself

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Maria Alejandra R.

Verified reviewer

Staffing and Recruiting, 5,001-10,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great Software

Reviewed 2 months ago

So far so good, I've been having an awesome experience and I hope we keep moving some of our operations to this plattform.

Pros

It is a very friendly software with different kinds of users, adding to this it would send alerts to your email to let you know that your request is being handled.

Cons

The only thing that I do not enjoy is that when you are loading a ticket you can not attach pictures or evidence, you have to do it in the comments and this takes more time

AR
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Anonymous Reviewer

Verified reviewer

Entertainment, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Powerful and Capable, but easy to over complicate things

Reviewed 2 years ago

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn

Pros

Its flexibility. It's a simple statement, I agree, and you're probably reading this wondering why I'm being so vague. But JIRA software is a bit hard to summarize simply because it's just so flexible. There's no "correct" way to use it. It's rest API is pretty powerful too and very easy to extend Jira to "integrate" with 3rd party applications that doesn't have an official Jira integration.

Cons

Creating workflows can easily become very confusing and you can easily break how your projects in Jira work if you aren't careful. With every Jira production license you also get a free dev license so that you can set up an isolated dev/staging environment. This is invaluable and highly recommended. The downside is that there is no easy way to migrate any of your changes from dev to production. But there are 3rd party plugins for that.

AR
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Anonymous Reviewer

Verified reviewer

Financial Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Service Management Tool Anybody Can Use

Reviewed 10 months ago
Pros

The ease of use and anybody can use the tool for Ticketing, project management, issue tracking, dashboards etc...

Cons

The options are at times clumsy and confuse the end users when the data is too much.

DW
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Dan W.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Easy to try, full of tools and solutions

Reviewed a year ago

So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

Pros

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Cons

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

RH
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Rami H.

Information Technology and Services, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A best-of-breed Platform for Help Desk and Service Management!

Reviewed 2 years ago
Pros

Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features.

Cons

Setup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production.

JA
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Justin Alex P.

Computer Software, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Highly customizable and integrates well with the Atlassian ecosystem

Reviewed 5 years ago

Customization, integrations, workflows, SLAs

Pros

Newbies 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...

Cons

Administering 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.

MV
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Mai V.

Financial Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Famous tool, yet can still be better

Reviewed 4 months ago

Reasonable experience

Pros

It 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.

Cons

Nevertheless, 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.

TD
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Tom D.

Consumer Electronics, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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User-friendly ticketing and service desk software

Reviewed 3 months ago

Our experience has been very positive, it enables our customers to log tickets without the need to call us which saves us time.

Pros

Integration 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.

Cons

Jira 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.

AR
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Anonymous Reviewer

Verified reviewer

Market Research, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Unlike others, doesn't need complex configuration

Reviewed 4 years ago

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed. At the same time user can always get back and see status of ticket they submitted. Also, it says a lot when you see Atlassian using its own product and using it really well.

Pros

When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

Cons

The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected.

PW
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Peter W.

Verified reviewer

Higher Education, 501-1,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Powerful but confusing ticket manager

Reviewed 4 years ago

Once we got our heads around the rather clunky and busy UI we've realized just how useful JIRA is. It's now the Universities ticket manager of choice and is used by every member of support staff. No other ticket manager (that we've found) comes close to the features offered by JIRA.

Pros

JIRA offers a huge amount of features, from simple support tickets to project workflow planning. Our method of project management (agile) works brilliantly with this, we're able to assign work in 'Sprints' that match our real working week. The ability to link JIRA with other 3rd party applications is excellent, we've integrated it with our content management system and QA / testing software. The wide use of JIRA makes communicating with other organisations much easier, most support companies are at least registered here.

Cons

The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much. The user-interface and general layouts really aren't intuitive, for a new user it takes a while to get their head around the various features and processes. It took a few weeks for even the more experienced developers to get used to it.

SS
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Sanoussy S.

Telecommunications, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Jira review

Reviewed 2 months ago

Excellent result in case of configuration and recommendation.

Pros

The right products by doing time management with the Jira community around the world.

Cons

We easily lose from some features that sometimes need to be complicated.

MK
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Mathi K.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Advantage and disadvantage of JIRA software

Reviewed 3 months ago

- Powerful Agile views: It supports both the Scrum and kanban Boards- We can create custom work flow based on the different use case- Road map feature is very useful for the view the project status at high level - Detailed reports - The tool is in expensive side.

Pros

- Powerful Agile views: It supports both the Scrum and kanban Boards- We can create custom work flow based on the different use case- Road map feature is very useful for the view the project status at high level - Detailed reports

Cons

- The tool is hard to set up and not very much user friendly- The tool is in expensive side. - No idea management features to keep track of your ideas and plans - Some time it is taking large time to load.

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Christa C.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Jira Service Desk Review

Reviewed 4 years ago

It is an excellent ticketing system, easy to use, and track incidents.

Pros

I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency.

Cons

Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together.

SM
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Stefanos M.

Retail, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A Powerful Tool for Streamlining Service Management

Reviewed 10 days ago

JIRA Service Management is an incredibly powerful tool for service management. It offers a multitude of features, customization options, and automation capabilities to ensure that user needs are met. Though the cost can be prohibitive for some organizations, the benefits of streamlining and tracking service management processes make it an ideal choice for many businesses.

Pros

JIRA Service Management is an incredibly powerful and intuitive tool for streamlining service management processes. It offers an extensive variety of features and customization options to ensure that user needs are met. The user interface is modern and easy to navigate, and the workflow automation and reporting capabilities make it easy to track progress and ensure that tasks are completed on time.

Cons

Though JIRA Service Management is incredibly powerful, it can be difficult to learn and navigate for users who are unfamiliar with it. Additionally, the cost of the software and the services can be prohibitive for some organizations.

AV
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Ashish V.

Insurance, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Life Savior tool for Agile Projects

Reviewed 8 months ago

JIRA is becoming one shop all for all project management needs. It also act as a tracking warehouse for all project management and IT management activities in current agile world. Scrum meeting actions and stories are easy to browse compared to other existing tools on premise. JIRA is also efficient to manage code control versioning easily by rapidly varying requirements. It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software

Pros

JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding.

Cons

New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period.

CS
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Chirag S.

Insurance, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Efficient service desk for companies small, medium or large

Reviewed 3 years ago

Prior to using Jira Service Desk, were using a combination of Excel and SharePoint with workflows. We couldn't get great reports. It was hard to customize. Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow. We brought in Jira Service Desk as a test bed. Within 2 hours, we were testing and customers were putting in tickets....

Pros

Jira Service Desk was very easy to get started with. You could literally sign up for it and begin using it within an hour. Ticketing system is very customizable and powerful. Customers can be added in bulk and customers can sign up for entering issues. We were able to create different projects (or service queues) so that customers could send requests for IT help, or administrative help, or help with projects. Each such project/queue had different fields. Metrics are all built into the software, so we can know how often Service Level Agreements were breached, who breached them etc. The sheer amount of customizability is a joy. However, without discipline and thoughtfulness, it is very easy to customize it the wrong way.

Cons

We feel that the price point could be lower and the speed could be a little faster. Atlassian has made improvements with speed. If a company had 5 people manning different queues and the issue volume is low, the cost would be ~1500/year for those 5 users. So, it would may not be cost effective for a small company that is watching their costs closely. We also felt that a Wiki is not built in. So, if a common solution needs to documented that spans multiple tickets, there's no way to do so. We could buy Confluence from Atlassian for an additional cost.