JIRA Service Management Reviews - Pros & Cons, Ratings & more

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

JIRA Service Management

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manager

Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.

Senior Associate

It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.

Post Production Engineer

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.

Good & Welfare Officer 

The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.

Business Analyst

Great solution that helps organize work and keeps important case related items out of email.

CITO

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.

ICT Systems Coordinator

There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).

SaaS Admin

Overall, this is a great tool for service teams. Managers will enjoy the dashboard view of metrics and the customizable queues.

It can be expanded to include all kinds of reportable metrics for teams of any size. There are tons of integrations as well, making this a great tool for those who want flexibility.

The downside is that there is no easy way to migrate any of your changes from dev to production.

Software developer

Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match.

Senior Consultant

It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.

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 tool is easy to use and navigate. Even first time users would be able to figure out how to submit a ticket/request with ease.

AVP Technical Solutions

Integrations and automation with other systems make a very useful and fluid toolbox that actually makes life easier.

Engineering Manager

Jira Service Desk integrates well with other Atlassian tools. I like the weekly sprint and backlog views.

Full Stack Developer

Software problems reporting for clients, in-house sorted problem manager.

IT admin

Setup/installation can be painful. Docs are available only in English.

Freshservice

Microsoft Excel

My team enjoys this tool a lot and we surely feel this is the most suited tool for the workflow we have. Highly recommend for helpdesk in IT

The best tool for Helpdesk which works seamlessly with Jira

Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations. 

Jira Service Desk Management

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.

Jira is a good tool but need to know the limitation

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.

Great for IT teams but a bit tricky to get started

Good but needs integrations to look better

Overall, Jira has many integrations and way tu automate in-house processes. Second to none.

Top of the market

Review from a user

JIRA is the best overall Bug & Issue Project Management tool

Very happy 2+ years use of JIRA.

Great if you use Jira

It has empowered our IT team to provide efficient and effective support, leading to increased employee satisfaction and reduced downtime. The platform's comprehensive features and integration with Jira Software have made it an essential tool for managing our IT service desk and streamlining our operations.

Our service desk getting lots of help from it.

It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information.

Powerful Bridge with Developer

Jira is your ally for scrum management!

Overall I'm pretty satisfied with JIRA service management, except for some missing functionalities as described above 

Very satisfied overall, however there is still room for improvement

One of the best choices for a customer service desk

It is a intutive software that has made our incident and ticket management so easy

Excellent software for incident and ticket management 

Great customer service, easy to use for a beginner like me

Perfect for small business 

its a great experience using JIRA and I would recommend it to use .

JIRA :  Hero of Project Management Tools

I would recommend it for anyone where cross-team collaboration is important.

Jira for Fintech

Best System out of all

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

Great Project Management Tool that enables teams to cross collaborate and become efficient

User Friendly Work Management Tool

The customer portal is easy to use, Customers can submit requests, track ticket statuses.  Automation and integration with other software is helpful

Great sofware and easy to use

Nice platform

Best Management, Strong Monitoring

Client Services Lead- EMEA

JIRA Service Management Review: Jira, A Great Project Management Tool!

Speaker 1:                                             Hi, my name is Heena. I work at Bliss. I'm a client services lead for UK International Market. Bliss is a programmatic DSP. I use Jira as a project management platform, and I rate it four stars.
                                                       Jira is basically used as a project management tool. We consider each and every programmatic booking that we get at less as a project, and at least 32 people contribute into that project. So from the pre-activation stages to activation, and then the execution, and then finally the reporting and the analytics, and we basically carry it all through Jira. And hence, it's a very important tool in our [inaudible 00:00:48].
                                                       I think Jira is very easy to use, easy to navigate, easy to train people on. No additional training is required every time someone is onboarded onto Jira. And also it also keeps logs of all the changes that happened during the project completion. And hence, it's easier to trace back the steps and identify if anything went wrong, et cetera.
                                                       I think the least things are, sometimes it could take a downtime to get loaded, especially if we are working on a complex project or we have had several months of data onto the single project, then it can be a little bit lagged to download all the information.

Test analyst

JIRA Service Management Review: Great agile task management tool

Sandeep D.:                                            I'm Sandeep, working as a QA analyst at a company called Clarity, and the company size is 50 to 100 employees. I would like to rate JIRA Service Management as five out of five.
                                                       So we are using JIRA for our effort tracking or listing our dashboard activities or day-to-day QA activities. So it's kind of a management tool, a test management tool, and we have a lot of integrations within JIRA. It could be the documentation or integrating with the automation tools. So basically, on our day to day, we will be using it for effort tracking and more transparency.
                                                       JIRA provides a lot of capabilities, such as creating tasks and linking the tasks to the stories and epics. Also, effort tracking or resource assignment is very easy. Also, the way the dashboard is designed, it is easy to understand and track the progress of each and every task and stories. Also, in addition to its core capabilities, it also provides various integrations we can offer. So let's say, for example, related to the QA automation or using any third-party tools. Even if you would like to filter out the list of tasks based on the release or based on the sprint, you can integrate it with Excel, or even you can integrate with reporting tools and also any QA automation tools where we can keep track of the automation. Also, it supports some of the other integrations, like Confluence, where you can have the documentation, and GitHub as well. Also, Slack or MS Teams, any kind of this communication as well. So it makes our job easier.
                                                       So I'm personally interested to see more visual analytics in any of the management tools. So obviously, JIRA has its own visualization to some extent. You can create reports and customize it, and you can view the visual representation of the progress and all. But I feel there could be an enhancement on more easier analytics, so that actually gives us a glimpse of where we are at and in terms of if there is a way to filter it with at the sprint level, at the release level, or based on the tax. So if we have more visual representation, I think it'll be more helpful. Right now, I'm not liking the existing visual analytics.

JIRA Service Management Reviews (2025)

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