User Reviews Overview
About JIRA Service Management
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery of...
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- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management
My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members
Pros
One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed
Cons
While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable
- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Excellent service and project management tool
For the past five years, I've been using Jira, and during that time I've noticed a big improvement just about every time. It has been easy for us to keep track of the work that other teams have completed by logging it and adding service level agreements. You can use it to delegate tasks within your team, track progress on common goals, and share updates with your colleagues in real time or behind closed doors. Because of this, it is an incredible instrument.
Pros
The default settings for Jira Service Management allow you to maximize its potential right away, with nothing in the way of setup. It is possible to personalize it with a wide variety of settings so that it functions just how one would like it to.
Cons
Because our SSO implementation needs it, in order for a user to sign into the customer portal, they will first need to sign into the parent Jira site.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Excellent software for incident and ticket management
It is a intutive software that has made our incident and ticket management so easy
Pros
It has made the incident and ticket mangement so easy. Its jntegration witj Zendesk is so helpful
Cons
The configuration takes a bit of time. If you have not used Jira earlier then learning takes a bit if time.
Top JIRA Service Management Alternatives
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Great for Smaller Businesses, not for the Large Enterprise
Pros
Service Management is very easy to get going "out of the box" for small organizations. We stood this up apart from our enterprise's main service management tool because we had special needs for our intake forms and this allowed us to do the customization needed without going through rigorous development through the enterprise level tool.
Cons
Form design for your main portal can sometimes be wonky, as navigating through the options takes a bit of getting used to and aren't the most intuitive at first. Workflows are also very simple and complex decision-making based on external data is not readily available.
Alternatives Considered
ServiceNowReasons for Switching to JIRA Service Management
Service Management ultimately was chosen because it integrated perfectly with our Jira instance and allows for seamless story/epic creation from internal customer requests, porting the information over was made very easy by this fact and the workflows you can create between the two are very useful.- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
One of the best choices for a customer service desk
Pros
Highly customisable service desk portal, from the fields to the UI. We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping internal and external discussions separate.
Cons
SLA management should be made easier as well as the reporting options. Naturally the easy integration between the service desk and the software issue tracking system occurs if you are using Atlassian, good luck with other tools.
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Top of the market
Overall, Jira has many integrations and way tu automate in-house processes. Second to none.
Pros
Jira is standard of IT industry for managing effective development and connecting it to other teams in the company.
Cons
Jira can be sometimes complicated which is expected considering the amount of feature it needs to handle complex business processes.
Reasons for Switching to JIRA Service Management
More features required for effective development.- Industry: Computer & Network Security
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Review from a user
Pros
JIRA is the most useful tool for my remote team. I love that I get a bird's eye view of the items and statuses of what my team is working on. I am able to get a quick summary of the items that will make this month's sprint. It also makes collaboration easier as the system promotes ownership, accountability, and progress.
Cons
I wish we can assign more than one user to a card or assign a whole team.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Great if you use Jira
Pros
Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension.
Cons
It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve.
- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
JIRA Service Management is a complete lifesaver for managing IT service requests and incidents.
Pros
The customizable workflows and powerful search functionality make it a must-have for IT teams.
Cons
The learning curve can be a bit steep for new users, and the interface could use some modernization.
- Industry: Electrical/Electronic Manufacturing
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Nice Dashboard and sprints management
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.
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Efficient service desk for companies small, medium or large
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. While we used most of the default settings, the value we were generating was way beyond we ever had. Then, we set up SLAs and watch reports for a few days. We were able to see everything we wanted - who reported the issue, when, what was the priority, how many comment exchanges happened, how much time did we spend, did we meet SLAs, what was the solution, etc. Fast forward 2 years. We are now able to create strategies to service internal and external customers better based on the data from Jira. It has helped us go from making gut-feel decisioning to data-centric decisioning. Good data wins debates. Jira helped us with good data.
We are also utilizing Jira's excellent searching, dashboarding and API functionality to feed data to other systems and drive changes beyond just customers.
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.
Reasons for Choosing JIRA Service Management
Our previous solution was built on SharePoint. It was slow. Very slow. We had workflows that drove communication after an issue was entered. Workflows would break often with hard-to-understand errors and debugging them was difficult. We had to build all the reports surrounding data we collected from SharePoint. Most reporting surrounding SharePoint were manual. We spent more time debugging issues with SharePoint than the time we spent on the most demanding customer. Something had to change. We tested Jira Service Desk one day and within hours our customers were using it. There was a day and night difference between the two systems and customers were happy. Built in reports were excellent.Switched From
Microsoft SharePointReasons for Switching to JIRA Service Management
Asana has been working on improving the speed of their software. Their slowness has been well documented on various sites. Even their own team acknowledged and worked hard. We were not just read to jump into Asana due to the slowness. Trello was great - fast and easy to use. Reporting was missing. Pivotal Tracker felt like it was well suited for dev work and was comparable more to Jira Software. Basecamp felt like it was well suited for project work. Jira Service Desk fit the bill for IT help desk, admin help desk etc.- Industry: Insurance
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Life Savior tool for Agile Projects
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.
Alternatives Considered
ConfluenceReasons for Choosing JIRA Service Management
JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model.Switched From
Microsoft ExcelReasons for Switching to JIRA Service Management
It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
JIRA Service Management integrates very well with JIRA software, making bug quashing a breeze
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.
- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Very happy 2+ years use of JIRA.
Pros
Pretty much everything to do with ticket management and notifications from our internal 'customers'
Cons
The search functionality could do with some work when looking for older tickets and the searching of 'similar requests'
Reasons for Switching to JIRA Service Management
More customization that some of the competitors but not so much so as to make it confusing to set up.- Industry: Computer & Network Security
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Jira Service Management: Optimice sus operaciones de servicio con la potente solución de...
Jira Service Management is a powerful and versatile tool developed by Atlassian, a leading software development company that specializes in creating products for collaboration, project management, and software development. Atlassian has a proven track record of producing high-quality and innovative software that is widely used by organizations of all sizes around the world.One of Atlassian's most popular products is Confluence, a content collaboration tool that is often used in conjunction with Jira Service Management. Confluence is designed to help teams collaborate and share information more efficiently by providing a central location for storing and sharing documents, meeting notes, and other important information. It integrates seamlessly with Jira Service Management, allowing users to easily access information from both platforms.Overall, Jira Service Management is an excellent service management tool with many powerful features and capabilities. While there may be a learning curve involved in getting started with it, most users find that the benefits of using the platform far outweigh any potential drawbacks. With its integration with Confluence and other Atlassian products, Jira Service Management is a great choice for organizations looking to streamline their service operations and improve collaboration and productivity.
Pros
Jira Service Management itself, is a robust service management tool that offers a wide range of features and capabilities. Some of its key strengths include its flexibility and scalability, which make it an ideal choice for businesses of all sizes. It also offers powerful automation capabilities, allowing users to streamline their workflows and improve productivity. In addition, Jira Service Management provides detailed analytics and reporting tools, giving users valuable insights into their service operations.
Cons
Of course, like any software tool, Jira Service Management has some potential downsides. For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with complex workflows or service structures. Additionally, some users have found the interface to be somewhat complex and overwhelming at first, although with time and experience, most users find it becomes more intuitive.
- Industry: Computer & Network Security
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
A Powerful Software for Efficient Software Development Management
JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity
Pros
- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution.
Cons
- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects.
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Good Tool for driving ITSM processes
Overall we are very pleased with Jira Service Management and have implemented incident management processes using it.
Pros
User friendly, easy to learn, integrates well with Atlassian eco system, roles based access control, licensed based on service agents
Cons
Dashboard and reporting gadgets can be improved further to provide better trend reports for the incidents, marketplace plugins can become overwhelming.
Alternatives Considered
ServiceNowSwitched From
FreshserviceReasons for Switching to JIRA Service Management
Better pricing and Atlassian ecosystem- Industry: Information Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Jira review
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 ServicesReasons for Switching to JIRA Service Management
Because of the ease of use .
- Industry: Semiconductors
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
A high-quality software for service management.
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.
- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Reliable ticketing system
JIRA Service Management offers a robust service desk and ITSM solution with powerful ticketing capabilities, integration with JIRA, knowledge base features, and reporting capabilities. However, organizations should consider the complexity for non-technical users, the learning curve, limited customer experience features, and the pricing structure when evaluating JIRA Service Management for their support and ITSM needs.
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.
- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
User-friendly ticketing and service desk software
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- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Great Project Management Tool that enables teams to cross collaborate and become efficient
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
Pros
The most important part of the Jira functionality is the availability to enable teams to create, update, comment, assign, and establish a clear channel, and expectations that are required to complete a project in an organized and efficient fashion, the feasibility of documenting and creating a project status report based on tasks, pre-defined or project tailored tasks.
Cons
I believe that graphical interface dashboards would help to be robust, meaning, more detailed information, and the availability to generate clear reports is always useful for clients that don't want to access Jira, and just want an insight dashboard or the Project Lifecycle.
- Industry: Market Research
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Unlike others, doesn't need complex configuration
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.
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
The best Ticket/Bug Tracking Tool
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.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Jira Service Desk the best tool for support
For me JSD was a challenge that thought me a lot. The product is awesome but there is still room for improvement.
Pros
What I did like the most about JSD is the fact that you have a customer portal, a way to track and view your tickets at any time.
You can customize the product to at very last detail without too much trouble.
Cons
The stability of the software can be a sensitive balance after you reach 500.000 issues created on your instance.
