Jira Service Management Reviews & Insights

Score7.9 out of 10

671 Reviews and Ratings

Overview

Synthesised from 5 reviews | Last Published May 26, 2026

Jira Service Management is primarily used by organizations as a central internal ticketing system for service requests, incidents, and changes, addressing internal service delivery and workflow management. In TrustRadius reviews, it is also frequently integrated into the software development lifecycle and business process management, with 3 out of 5 reviewers noting its strong project and task tracking capabilities. It supports both service operations and development workflows.

Reviewers appreciate its out-of-the-box service management functionalities, including easy customer-facing portal setup, and its high degree of customization. However, limitations in reporting and dashboards are a recurring concern, cited by three reviewers, alongside challenges in automation options and the need for more granular user management. Overall, reviewers find JSM a versatile tool for managing diverse organizational needs, though with areas for administrative and analytical refinement.

Pros

Centralized internal ticketing for incidents and service requests
Strong foundation for project and task tracking
Out-of-the-box service management functionalities with easy portal setup
Effective bug tracking capabilities
High degree of customization and adaptability

Cons

Limitations in reporting and dashboard capabilities
Challenges with advanced automation options
User management and permissions require simplification and more granularity
Customization options can be challenging for specific operational needs

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Jira Service Management Reviews

83 Reviews

JSM is the go to help desk platform.

Rating: 8 out of 10

Incentivized

June 5, 2025

Use Cases and Deployment Scope

We use JSM as the internal ticketing system. It's the only ticketing system we use in our organization. It's used for tasks such as requesting IT services or submitting employee requests to HR. JSM has been suitable for our needs, as it's part of the Atlassian suite, which allows us to keep documentation in Confluence and manage projects within Jira.

Pros

Customizability
Adaptability
Automations

Cons

Ease of sharing forms externally (for those not in the org).
The ability to customize the issue collector better.
Increase functions of automations.

Likelihood to Recommend

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Verified User

Administrator in Information Technology (201-500 employees)

Vetted Review

2 years of experience

Great tool for tasks management

Rating: 10 out of 10

Incentivized

May 27, 2025

Use Cases and Deployment Scope

We use Jira to report, track and test bugs and new features in our software. We from customer service report it to the devs, the devs fix or improve the features, and then the tasks come back to us so that we can test the efficiency again. We can accept them or reopen them accordingly

Pros

Report bugs
test bugs
reopen or accept tasks

Cons

the new interface is cute but a little harder to understand

Likelihood to Recommend

Verified User

Representative in Customer Service (11-50 employees)

Vetted Review

2 years of experience

Jira Service Management facts

Rating: 7 out of 10

Incentivized

May 27, 2025

Use Cases and Deployment Scope

We are using as service desk tool plus SDLC life cycle management also we use it as business process management

Pros

Project management
Business process management
send webhook requests

Cons

Delegation of approvals
SLA and OLA reporting
Assignment Groups and its view permissions
Built in Dashboards

Likelihood to Recommend

Well suited:
1- Appling ITIL framework
2- automation module is very helpful aslo sending webhook requests
less appropriate:
1- managing requests and its service catalogue also handling request related to assignment groups especially all organization has different department which handling certain type of request and handling this through security level is hard in big organization casue it depends on reporter maturity

Verified User

Manager in Information Technology (1001-5000 employees)

Vetted Review

16 years of experience

Best project management software.

Rating: 10 out of 10

Incentivized

May 18, 2025

Use Cases and Deployment Scope

In my company, we use Jira for project management. We use it to track work progress, bug tracking, and project management. We use it every day for tracking purposes. Our company follows biweekly sprints to manage project goals, so we use Jira to track sprints and capture goals to complete the objectives of the sprint.

Pros

Project management.
Sprint tracking.
Task progress.

Cons

Sometimes the description are not updated properly.
Sometimes it takes a bit of time to update the status.
Sometimes the jira tasks are not loaded properly.

Likelihood to Recommend

For project management, Jira is one of the best software programs on the market. It is the most widely used software for project management and task tracking. It is also easy to integrate it with other softwares. In our company, we integrate it with Slack to get ticket updates.

R PREM KUMAR

Software Engineer 2 in Information Technology at Lytx (1001-5000 employees)

Vetted Review

3 years of experience

View profile

Powerful and solid tool with room for growth and improvements.

Rating: 7 out of 10

Incentivized

May 18, 2025

Use Cases and Deployment Scope

We use it to handle all our Service Requests, Incidents and Changes. We use this for our Internal Customers (collegues who can report issues, or onboarding of collegues e.g.), but also for our external Customers who can raise tickets through the portal we provided them. We use the Asset feature for Asset Management as well.

Pros

Out of the box Service Management.
A lot of customizations are possible.
Offering a portal to customers is easy to do.
User Management (for Customers) is easy.

Cons

Automatic reporting (for Service Reports) could be alot better.
Backend user management is complicated.
Assets functionality is not very elaborated.
Some features you would expect, such as enforcing MFA, are not included; you have to pay extra.

Likelihood to Recommend

I believe Jira is a very good system for quickly implementing professional service management with most of the bells and whistles you would expect. I would be inclined to say that Enterprise companies, with a lot of custom processes, it is quite some work to implement this in Jira, and likely not everything will be possible.

Verified User

Manager in Information Technology (11-50 employees)

Vetted Review

5 years of experience

Jira Service Management - Great IT support tool

Rating: 7 out of 10

Incentivized

June 26, 2024

Use Cases and Deployment Scope

- Provide support to business partners within our company
- Track & document issues thoroughly via text, video, images
- Provides a document forum to communicate / clarify issues
- Assign & run reporting on requests/issues
- Provide a detailed dashboard to monitor & track issues from all different stakeholders

Pros

Super quick to update
Intuitive GUI for all users to update/correspond
Easy to track & monitor issues

Cons

Not all features are self-serve for our team
Creating more complex tracking, adjusting fields, & different dashboards may required more advanced Jira Service Management support

Likelihood to Recommend

- Well suited for those who want a easy to use forum to track & monitor & document issues
- Also allows for operational requests to be tracked & monitored as well
- From an end-user perspective, once your dashboard & project are setup, its very easy & intuitive to use

- May not be suited for those who want more complicated project management tracking

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

10 years of experience

Widely acxepted ticketing tool in the market

Rating: 8 out of 10

Incentivized

June 26, 2024

Use Cases and Deployment Scope

Jira Service Management is used for various purposes with in the organization. The major use cases are incident management, support requests, change requests, RFP requests etc. Jira Service Management is used for tracking the work till it's completed and used for future references. There is to and fro interaction between author and task assigned member for clarifying the issues in smooth way.

Pros

It clearly shows the status of the request
Email notification
Easy configuration of flow

Cons

The user interface is very basic and simple
Search option can be optimized while fetching results
It can adopt more MS word functionalities for forms

Likelihood to Recommend

Jira Service Management tool is well suited for requests are raising issues incident management, change request, RFP request, etc. Jira Service Management is majorly focused on task completion. This tools is completely suitable for project management where it has more complexity. The tool consists of lot of information related to multiple issues, however it not that suitable as knowledge management where we are dependent on confluence.

Verified User

Executive in Information Technology (1001-5000 employees)

Vetted Review

3 years of experience

Beware JIRA ITSM pricing increase.

Rating: 1 out of 10

December 13, 2023

Use Cases and Deployment Scope

We were using for helpdesk and some other use cases. It is ok but not great. The pricing listed above is outdated - and we will exit JIRA entirely soon because the standard version has ceased to be usable for anything other than very simple use cases. Atlassian have imposed a 5000 automation cap irrespective of user count in the standard plan.

Pros

Nothing. It's average.

Cons

Pricing is a rip off.
UX is ordinary.
Support is average.

Likelihood to Recommend

It is not suited for companies with anything other than very simple use cases.. unless you want to over-pay for the service. Strongly suggest looking at other alternatives. Atlassians treatment of the user community with the recent price increase was plain woeful in my opinion.

Verified User

General Manager in Information Technology (51-200 employees)

Vetted Review

3 years of experience

Modern and Easy to collaborate ITSM tool

Rating: 8 out of 10

Incentivized

May 5, 2022

Use Cases and Deployment Scope

Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a customizable tool to manage the requests and SLA's. It's cost may be high compared to its competitors although it has customized pricing plans based on the implementation scale. It's automated ticket routing facility stands out.

Pros

Integration options
Automated routing of tickets
User Experience

Cons

Reports Section - Need to have more customizable fields
Pricing
Performance is slow (sometimes)

Likelihood to Recommend

Integration with Opsgenie has made the incident management process very seamless. One thing, that I feel they could improve on is the reports section where they could have more customizable options. On the whole, it is a straight-forward tool to manage your requests and their customer support is prompt on the query resolution.

Verified User

Consultant in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

A Great Way to Manage your Tickets

Rating: 8 out of 10

March 18, 2022

Use Cases and Deployment Scope

I worked with Jira Service Management (Jira Service Desk) in different companies. It's very powerful in terms of use cases. It is great to be able to have multiple entries for service desk queues. It is very flexible and allows you to have different entries and queues for partners, customers, users, etc to request actions. Those entries and queues can support different types of requests like for example product changes, product feedback, issues, bugs, operational requests, ... Also, the whole request / issue lifetime is very well tracked and manageable, especially if you are using Jira as your product development platform. The good side is how flexible it is, how many different options in the workflows can be configured when you have different needs and different entry points. The negative side is how much work and knowledge are needed to manage this, if you only need simple workflows, it might be a bit complex tool for your needs.

Pros

Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
Allow multiple different entry points and work flows for as many different needs your teams / company have

Cons

Simplicity in configuration for simple use cases / work flows
Out of box reports

Likelihood to Recommend

Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up

Verified User

Manager in Engineering (1001-5000 employees)

Vetted Review

4 years of experience

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A Great Way to Manage your Tickets

Rating: 8 out of 10

March 18, 2022

Use Cases and Deployment Scope

Pros

Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
Allow multiple different entry points and work flows for as many different needs your teams / company have

Cons

Simplicity in configuration for simple use cases / work flows
Out of box reports

Likelihood to Recommend

Verified User

Manager in Engineering (1001-5000 employees)

Vetted Review

4 years of experience