JIRA Service Management Reviews

JIRA Service Management

4.5 (668)
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The only ITSM solution built on the Jira platform

Overall rating

4.5 /5
(668)
Value for Money
4.3/5
Features
4.5/5
Ease of Use
4.2/5
Customer Support
4.3/5
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668 Reviews

Jordan
Jordan
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

A great tool that brings visibility, productivity and collaboration to the team

Reviewed on 16/1/2023

You can take so much value from Jira is used correctly and if the team is well aware on how to use...

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.

Pros

Estimating 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.

Cons

Jira 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.

Verified Reviewer
Overall rating
  • Industry: Music
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

A great option for on-site ICT service desk management

Reviewed on 23/7/2019

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of...

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.

Pros

I 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.

Cons

For 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.

Reasons for Choosing 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.

Switched From

Kaseya VSA

Reasons for Switching to 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.
Verified Reviewer
Overall rating
  • Industry: E-Learning
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Well, everyone knows Jira — I just decided to reflect here

Reviewed on 13/1/2023

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's...

I hate Jira and think the only reason everyone uses it is that they're just used to suffer.Here's an article about it:[SENSITIVE CONTENT]

Pros

After latest update the visuals are quite pleasant.You can really construct complex filters if you know what you're looking for.Task IDs unfurl into links.Permissions are very granular (although complex and you won't understand how to use them).

Cons

Expensive.No obvious features or you have to pay extra: time tracking, dark mode, CHECKBOXES.

Benson
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Reliable Ticket Management Solution

Reviewed on 27/3/2024

JIRA Service provides the right communication, and it develops appropriate conversations for...

JIRA Service provides the right communication, and it develops appropriate conversations for companies.

Pros

The program helps develop the right communication procedures, and this helps in ticket management

Cons

JIRA Service gives the right communication, and nothing that limits its efficiency.

Verified Reviewer
Overall rating
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze

Reviewed on 14/2/2023

Pros

The native integration with JIRA software management and business management project boards make ticket triaging and documentation straightforward and low effort. Aside from the initial setup and instrumentation of the integration points and framework (configurable for different org sizes), using JIRA Service Management enables speedy triaging and processing of requests across IT, software, product and business, and service teams.

Cons

There are idiosyncrasies to the JIRA UI (which is shared and consistent with JIRA software, business project management, and Confluence) that can be confusing at times with subtle UI elements that are not always straightforward to the end user. At times, it can be confusing switching between the different JIRA apps that your org uses.

Verified Reviewer
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Service Desk for Human Resources

Reviewed on 9/10/2020

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are...

Jira has transformed our 12-person HR department. We can now easily track incoming requests, are not reliant on email for communication, can create canned responses for consistency and efficiency, and we have the ability to operate 100% paperlessly.

Pros

Jira is extremely customizable, scalable, and easy to implement when compared with other SD platforms. Out of the box, it can be used as a tool to track incoming requests, however, paired with the thousands of compatible plugins, it is unparalleled. Jira SD has allowed our HR team to take our daily operations to the next level, transitioning antiquated, clunky paper processes into a 100% paperless experience.

Cons

My only complaint is when custom fields are added, you have to update every field configuration you have, individually. This is extremely time-consuming when adding multiple custom fields in an effort to create "forms" within Jira.

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Switching to JIRA Service Management

Cost, ease of implementation, customization and scalability
Verified Reviewer
Overall rating
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Service Management Tool Anybody Can Use

Reviewed on 1/4/2022

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.

Alternatives Considered

ServiceNow

Reasons for Choosing JIRA Service Management

The cost was too high and we couldn't afford the price for the project budget.

Switched From

Track-It!
Verified Reviewer
Overall rating
  • Industry: Maritime
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

An easy way to track helpdesk/customer facing issues, But you need put in the setup time.

Reviewed on 25/1/2022

Pros

Easily integrates with your already existing Atlassian software. Allows for a seamless flow between all other products and allows for easy crossover to keep everything in a nice and neat tidy place.

Cons

It takes a lot of work and elbow grease to get it set up in a way that works for your organization. There can be some learning curves as there is no out-of-the-box working way, but once the time is spent it will save you loads of time in the long run.

Alternatives Considered

HubSpot CRM , Intercom and Zendesk Suite

Reasons for Switching to JIRA Service Management

We are already integrated into the Agile Ecosystem.
David Felipe
David Felipe
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 7.0 /10

Does the job, but not fun to use

Reviewed on 13/10/2022

We are a software-as-a-service company, that offers 24/7 support for our software-based products...

We are a software-as-a-service company, that offers 24/7 support for our software-based products with very strict SLAs.
Some of the issues need to be escalated to different support tiers and sometimes to engineering or product teams.

Pros

- Integration with other Atlassian products like Jira Software
- Custom fields that let you customize the requests

Cons

- Automation is very basic
- Sometimes difficult to use
- Expensive, we try to reduce the number of users using it

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to JIRA Service Management

We were already using JIRA software and having a seamless integration between customer requests and engineering work was vital for us
Amy
Amy
Overall rating
  • Industry: Hospitality
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Easy to integrate with Zendesk and easily tracks support issues for Engineering

Reviewed on 10/2/2023

Pros

Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use

Cons

Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets.

Verified Reviewer
Overall rating
  • Industry: Entertainment
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Powerful and Capable, but easy to over complicate things

Reviewed on 7/11/2020

Initial setup can be complex but it can also be super powerful if you are able to configure it...

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.

Hiren
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

JIRA Service Management is excellent Saas Platform for your ready to use need & with other...

Reviewed on 4/7/2022

Overall good experience.

Overall good experience.

Pros

JIRA 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.

Cons

When 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.

Rami
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 15/11/2020

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.

Kristian
Overall rating
  • Industry: Program Development
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best project management tool on the market

Reviewed on 11/4/2023

10/10

10/10

Pros

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Cons

Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool.

Amr
Amr
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Jira is The Best Project Management tool

Reviewed on 12/5/2023

A powerful tool for service management and ticket tracking that has made a difference in my work....

A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs.

Pros

JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction.

Cons

Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go.

Gábor
Overall rating
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Jira, one of the best ticketing tools

Reviewed on 28/10/2022

I have been using JIRA and its different versions, distributions, add-ons for a time now.This is...

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 and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable.

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.

Marek
Overall rating
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

JIRA Service Management Review

Reviewed on 1/6/2023

My experience with JIRA Service Management was positive. The platform provided a comprehensive...

My experience with JIRA Service Management was positive. The platform provided a comprehensive solution for managing and resolving customer requests and incidents. The ticketing system, along with its customizable workflows, allowed us to streamline our support processes and ensure timely resolution of issues. The integration with other Atlassian products, such as JIRA Software and Confluence, facilitated collaboration between different teams and improved overall productivity. The reporting and analytics capabilities helped us gain insights into our support team's performance and make data-driven decisions. Although there was a learning curve during the initial setup, the benefits of JIRA Service Management in terms of efficiency, collaboration, and customer satisfaction made it a valuable tool for our organization.

Pros

One of the aspects I liked most about JIRA Service Management was its robust ticketing system and incident management capabilities. The platform provided a centralized place to track and manage customer requests, incidents, and support tickets. The customizable workflows and automation features allowed for efficient routing and prioritization of tickets, ensuring timely resolution. The integration with JIRA Software also enabled seamless collaboration between development and support teams. Additionally, the reporting and analytics features provided valuable insights into team performance and helped identify areas for improvement.

Cons

One aspect I liked least was the initial setup and configuration process. As the platform offers extensive customization options, it required some time and expertise to properly set up and tailor it to our specific needs. The initial learning curve associated with understanding the platform's terminology and features could be a bit steep for new users. Additionally, the user interface, although functional, could benefit from some enhancements in terms of intuitiveness and user-friendliness.

Rakshit
Overall rating
  • Industry: Information Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Jira review

Reviewed on 5/4/2023

Tracking of defects and work done by the team has been tracked by me through JIRA and this has...

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.

Pros

Creating 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

Cons

The export to excel features can be improved in JIRA.

Alternatives Considered

Azure DevOps Services

Reasons for Switching to JIRA Service Management

Because of the ease of use .
Idaly
Idaly
Overall rating
  • Industry: Semiconductors
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A high-quality software for service management.

Reviewed on 19/1/2023

We decided to use JIRA Service Management because of the problems we had with similar software, but...

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.

Pros

It 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.

Cons

It 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
Overall rating
  • Industry: Consumer Electronics
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

User-friendly ticketing and service desk software

Reviewed on 25/10/2022

Our experience has been very positive, it enables our customers to log tickets without the need to...

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.

Alternatives Considered

Zendesk Suite
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

One of the best Service Management tools in the market!

Reviewed on 27/8/2022

This is a great service desk software. It has some great features, and the overall experience with...

This is a great service desk software. It has some great features, and the overall experience with it has been really good even though it was used for a very critical and big project. Tickets can be transferred to other users seamlessly. Documents can be assigned to tasks and incidents which can help other users understand what is in front of them easily. Overall, it is very important in handling support based tasks that run 24*7.

Pros

Jira service management is one of the best service desk softwares in the market. The ease of use is great, even for users new to the software. It helps the users keep a proper and clean track of the incidents/tasks/etc they have. One of the best things about Jira Service Management is that multiple teams can easily collaborate and work on it. This enables big projects involving various teams to work seamlessly.

Cons

There are not many major disadvantages with using this Jira Service Management software. But a user must be careful while deciding to delete a ticket, because once deleted it is goodbye for ever. It cannot be retrieved. This option can be modified to allow retrieval of deleted tickets to ease the process for users who might delete important tickets unintentionally.

Robert
Overall rating
  • Industry: Media Production
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

Best ticket system

Reviewed on 7/9/2019

The business problem Jira service desk solves is allowing anyone to put in a request from a service...

The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network.

Pros

Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do.

Cons

There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests.

Anoop
Anoop
Overall rating
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Excellent & Agile Task Management Tool

Reviewed on 24/2/2023

Overall my experience with Jira service management has been really good. It is known for its...

Overall my experience with Jira service management has been really good. It is known for its flexibility, customization options, and integration capabilities.

Pros

Jira Service Management is highly customizable, with a wide range of configuration options, add-ons, and integrations available. We create tickets on daily basis and also link it with confluence documents to track our workflow and tasks. Since its cloud based tool collaboration features, including real-time chat, comments, and status updates, making it easy for teams to work together. We also use to track performance and identify areas for improvement.It helps our team to automate routine tasks, such as ticket routing and notification, which can save time and improve efficiency.

Cons

Sometimes integration becomes difficult and also the company can solve this issue by providing video guides which can help the user to understand easily.

Abhinav
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Ticket Management now became easier!

Reviewed on 30/11/2022

Pros

Ticket management has been a breeze for our teams as we were lacking one stop solution for all out team other than dev teams, every colleague in out company can now get their issues resolved as per there query and doesn't require any manual intervention.Its easily integrable with. JIRA so are teams can link tickets in case of any enhancement. The UI is quite simple and easy to use.

Cons

The initial setup was a little cumbersome due to multiple rules which we needed for our business, other than then there are no issues!

Alternatives Considered

Zoho Desk
Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Excellent project management tool

Reviewed on 5/5/2022

I have been working with JIRA Service Management for 4 years now and I found out that every process...

I have been working with JIRA Service Management for 4 years now and I found out that every process connected to software development can be easily described and tracked using this tool. I have also used the ticketing system a lot and found it very intuitive and always found what I needed.

Pros

It's the best tool for project management I have worked with. It's best at tracking progress of user stories and tasks, but works well also as a ticketing system and time tracking application. It is easy to track multiple projects at once thank to a possibility to create dashboards and groups for each of them. It can also be integrated with confluence in order implement an integrated knowledge base.

Cons

The text editor could be improved, as well as some features could be implemented to make the user stories and filtering management a bit more user-friendly and provide better user experience.