JIRA Service Management Reviews

Pros

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes. It provides customer portal to submit requests and track status.

Cons

Pricing is a bit concern for businesses with limited budgets. Many of the advanced features (such as automation and asset management) require paid plans also limited support for mobile version.

Pros

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

Cons

What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience.

Alternatives Considered

Reasons for Switching to JIRA Service Management

Pros

Tracking tickets is pretty good.
Email updates are reliable and configurable

Cons

Poor search functionality
Most pages will not update when someone else changes something

Pros

JSM allows customization of workflows to match the needs of your organization. This helps tailor incident, request, and problem management processes. JSM also provides built-in automation, allowing repetitive tasks to be automated, saving time and reducing human error. The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes.

Cons

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira. It might require dedicated resources for setup and management. JSM can generate excessive notifications, which can be overwhelming for end-users if not properly configured.

Pros

The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.

Cons

There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously.

Pros

Lot of functions so we are able to customize it for our needs

Cons

UX, complicated setup and plugins which doesnt work as expected

Pros

- Seamless integration with other Atlassian products, such as JIRA Software and Confluence.
- The interface is intuitive
- Flexibility in configuring workflows and automation
- Customer portal is user-friendly and simplifies the process of submitting and tracking requests

Cons

The biggest downside is that customization, while powerful, can be overly complex for non-technical users. Certain advanced features require a deep understanding of JIRA’s configuration options or even scripting with tools like ScriptRunner.

Pros

Users friendly, perfect for my small business

Cons

Setting up the service needs more information but with the help it works good

Pros

Jira Service management tool gives a 360 view of the ticket life cycle. I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised. There is also an easy to find knowledge from it knowledge management repository when resolving an incidence or request.

Cons

I am yet to discover what I least like about it

Pros

Most feature rich ticketing/project system

Cons

Clunky and slow at times, will freeze up for minutes wen making changes

Pros

Cloud-based, extremely flexible, and a large marketplace of third-party applications and plug-ins allow for integration with and endless number of external applications.

Cons

Cost. Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents.

Pros

I love using JIRA as a PM tool. It makes our ability to communicate laterally in the org much more streamlined.

Cons

This may be more of an internal "how we implement" the tool, but crossing into other depts boards or tickets is a hassle since even viewing requires an access approval.

Pros

What I like the most about Jira is the management of tasks. You can monitor real-time the tasks assigned to you and work on them.

Cons

When you have lots of tasks it can be overwhelming to look but priority system can help manage and organize the tasks that was created.

Pros

its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring boards to avoid unintended confusions .bug tracking and user story creations - made my easy to track and progress in right direction .

Cons

with my current usage of JIRA - nothing I dislike about JIRA - it does everything that I am asked to do .it

Pros

Jira is a good tool , we used it mostly for Product Management based work due to it's easy to share and easy to grant access features I find it ideal in a Product based environment and that is where it shines best . (decent pricing , good collaboration , good reporting )

Cons

At this price point , you have a lot of variety and the market becomes very competitive , you can go other options if you have a Support department for example , if money is no option than this can also fit that role , however the additional features that Jira offers I feel might be lost on support.Summary : Great for Product , Medium for Support

Pros

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

Cons

In some cases the product of JSM is not the most flexible and convenient. Still has issues.

Pros

Good tool for managing task progress in a project

Cons

There's a learning curve associated with using Jira service management.

Pros

Effective Resource management
Effort tracking
Dashboard
Resource Assignment

Cons

more visual analytics would help in easy assessmement

Pros

The simplicity of the overall software is a huge plus. I didn’t know a company would be better off until I used it. And now I can’t see myself not using it! It’s a simplistic design and very easy to use.

Cons

There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it. Not sure why. But definitely not a deal-breaker.

Pros

It was easy to configure and use. Managing the tickets is straight forward and intuitive. The UI was well thought out.

Cons

There isn’t a comprehensive user community or help documentation compared to products that have been in the industry longer.

Pros

Automation ability to streamline a number of tasks, tickets management

Cons

Reporting and dashboards needs some improvement and ability to customize will help

Pros

The customizable workflows and easy integration with other systems are huge benefits.

Cons

The user interface can be overwhelming for new users, and the learning curve is a bit steep.

Pros

The possibility to create a Dashboard to manage your task and perform the specific Sprints for each ativity

Cons

The lack of possibility to integrate with sharepoint domain.

Pros

Tool with good features and great for tracking tickets. Perfect for collaboration with your teammates. I like the customizable dashboard.

Cons

As any software of this kind the setup can be complex and difficult for new users.

Pros

JIRA Service Management offers robust reporting and analytics capabilities, providing insights into support team performance, ticket trends, and customer satisfaction levels. These metrics help organizations identify areas for improvement and make data-driven decisions to enhance their support processes.

Cons

Due to its extensive functionality and customizable nature, there can be a learning curve associated with mastering JIRA Service Management. Administrators and users may need time to understand the platform's features and optimize its use for their specific requirements.