# JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is JIRA Service Management the right Incident Management solution for you? Explore 766 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/227102/JIRA-Service-Management/reviews --- JIRA Service Management 4.5 (766) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 15th, 2026 # Reviews of JIRA Service Management Ease of use 4.3 Customer Service 4.3 ## Pros and Cons in Reviews RK Raul K Group Director of TechnologyNon-Profit Organization Management, 501 - 1,000 employeesUsed the software for: More than 2 years. “It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use.“ November 2, 2025 AP Adam P Managing consultantManagement Consulting, 10,001+ employeesUsed the software for: More than 2 years. “The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered.“ November 26, 2025 EW Emma W Marketing ManagerE-Learning, 201 - 500 employeesUsed the software for: 1-2 years. “What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and easy to manage.“ February 22, 2026 DG Damian G CTOInformation Technology and Services, Self-employedUsed the software for: More than 2 years. “Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better filtering“ March 15, 2026 KP Katrina P IT AnalystComputer Software, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows“ November 23, 2025 EW Emma W Marketing ManagerE-Learning, 201 - 500 employeesUsed the software for: 1-2 years. “One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the requests I’ve submitted to different teams.“ February 22, 2026 ES Elias S Marketing CoordinatorFinancial Services, 51 - 200 employeesUsed the software for: 1-2 years. “I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient workflow.“ September 9, 2025 SR Shilpa R QAInformation Technology and Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository“ October 13, 2025 ## Showing most helpful reviews Showing 1-25 of 765 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Hameeda T. Technical Analyst Financial Services Used the software for: 1-2 years ### "Solid Tool For Managing Support Requests" March 16, 2026 5.0 Pros Easy to set up, integrates well with other Atlassian tools, and helps teams track issues quickly and more effectively. Cons Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered Review Source kB katie B. Business Analyst Oil & Energy Used the software for: 6-12 months ### "Jira - great tool" March 11, 2026 4.0 I now enjoy working with Jira service management now that I have been using this each day for the last year. It is a great tool to spilt out work items and mange these each day using a kahban board , this shows easily what work items we have completed , that are in review/ready to start or in progress. Pros I like that Jira service management allows me to track IT projects and allocate work items to the developers working on the project. There is a function that times stand ups which we hold each morning to discuss our work items. If working in an agile framework you can set Jira up to run your sprints , currently we work in 2 weeks sprint. Cons Quite hard to set up to start with but once the projects are set up it works well. There is a lot of admin work to add all the tasks however this would be the same as any project set up. Review Source VR Verified Reviewer Sr People Ops Banking Used the software for: 2+ years ### "Ticket Management and workload distribution in one place" November 8, 2025 3.0 Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members. Although it's a bit expensive, the customer support and capabilities of the platform are somehow worth it. Pros JIRA Service Management allows all teams to get their service desk/team support tickets in one place and distribute workload efficiently. It's key for teams that work with agile methodologies or scrum. Cons Being able to customize everything is an amazing thing but it also requires a lot of training or external documentation to read and learn before taking action. We are always afraid of messing things up and affecting somebody else's issues or requests. It's also a pity that we Admins always get to see the content of spaces, because in the HR team we want to have onboarding/offboarding tasks but some of them are confidential and we can't risk having IT or Tech members reading it. Review Source Eric T. Director, Digital Transformation Automotive Used the software for: 2+ years ### "A Great Tool in the Atlassian Universe" January 27, 2026 4.0 JIRA Service Management is a pretty simple tool to configure and use. It is user friendly and its integration with Confluence make it a powerful tool. Being able to tie KBs to the customer interface is extremely helpful. Pros As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform. Cons User management is tricky. I found that users were automatically assigned as users to JIRA Service Management. I didn't realize what was happening until I received the invoice for additional users. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing JIRA Service Management Primarily, we selected JIRA Service Management because we were using Atlassian in other areas of the organization. Integration with these components was critical. Review Source VR Verified Reviewer Talent Development Program Manager Financial Services Used the software for: 2+ years ### "Highly Customizable & Complex" April 6, 2026 5.0 Pros Jira is so incredibly highly customizable! You can ensure that all tickets are properly handled by requiring specific fields to ensure data capture and integrity, and reporting on SLA adherence. Cons Complexity begets complications sometimes… As a project admin, at times I would be overwhelmed with all of the optionality! One should start small (land and expand). Review Source CB Charles B. Service Delivery Manager Health, Wellness and Fitness Used the software for: 2+ years ### "JSM Is The Clear Winner" February 23, 2026 5.0 Overall, I am beyond ecstatic with the product. The ease of use and custom functionality paired with automation is phenomenal! Pros The ability to have all our ITSM processes incorporated into the same system used for all other customer value streams is ideal! Cons The only con I have for this platform is that every person who looks to improve daily processes needs to be knowledgeable in the configuration side. Review Source DG Damian G. CTO Information Technology and Services Used the software for: 2+ years ### "Cold Tacos" March 15, 2026 4.0 Pros From user perspective i like how easy it is to use, creating multiple specific dashboards, and very good UI/UX when working Cons Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better filtering Review Source VR Verified Reviewer IT Operations Retail Used the software for: Less than 6 months ### "Great Cloud based ticketing system" April 13, 2026 4.0 We've been using it for 4 months now and the transition has been smooth. Employees have not struggled to put tickets through and analytics side of it is nice to see over our previous system. We are very happy with it so far. Pros Feature rich, cloud based and fairly easy to set up. We like the admin portal and how it ties in with other Jira products such as Trello. Support has been a pleasant surprise so far as well. Cons It can be a bit complex at first to get your head around as it has so many features. A few features are only possible with the on-premise version. Pricing could be clearer too. Review Source SS Sheni S. Course Advisor - sales Education Management Used the software for: Less than 6 months ### "Jira for service management! " March 27, 2026 4.0 Customer support is very responsive when it comes to assisting with thd initial learning and implementation. Once thr initial learning is done, it is very easy to use. Pros Easy to use project management tool with several features on a user friendly interface. Supportive and responsive customer service. Cons There is a steep learning curve that make it difficult to implement in large organizations. Implementation is tome consuming and costs are high with necessary add ons. Review Source LN Luciano N. Senior Film Technician Education Management Used the software for: 6-12 months ### "Good for workflow" March 9, 2026 4.0 Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time Pros good to organise tickets & help team members to complete the tasks. We have team meetings that help to clear any outstanding tickets Cons not much comes to mind as I am just a on the ground worker, load times sometimes take a while & website sometimes doesn't update Review Source RM Robert M. Cybersecurity Engineer Information Technology and Services Used the software for: 2+ years ### "Revolutionize Customer Experience with Jira Service Management." July 24, 2025 5.0 Offer robust features that helps to improve the customer experience and reduces workload on customer support team. Pros It offer a user friendly interface that allow support team to effectively and effortlessly manage service request and deliver quality support.Automate workflow that eliminate the management of routine and time consuming customer service tasks.Omnichannel support feature ensure customer have variety of options for reaching support team.Provide great dashboards and reports that gives data needed for decision making about service operations .Its customization feature allow creation of custom workflow,fields and forms. Cons Jira Service Management cost is a bit higher especially for a organization with big number of support agents . Review Source SK Sandrine K. Account Manager Marketing and Advertising Used the software for: 2+ years ### "The Best Service Management Tool I have Experienced." July 15, 2025 5.0 The platform have a quick set up and is highly adaptable Also help to deliver exceptional customer experience so fast. Pros This tool has an intuitive and clean interface that make it easy to get started with ticket management and service request.Provide customizable workflows that fit every specific need.Excellent reporting and analytics. Cons Jira Service Management lacks seamless integration with some of our platform that we use in our organization. Review Source FH Freda H. VP Sr. Manager Operations Technology Capital Markets Used the software for: 1-2 years ### "JIRA service Management is a home run for Enterprise Solutions" January 24, 2025 5.0 Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to build applications that were seamless to our mission and common goal driven by the business units needs to innovate and modernize the outdated systems. Pros Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive Cons Some templates did not fit the needs or use case plan we reviewed or wanted to establish. Review Source HN Harshad N. Technical Support Expert Information Technology and Services Used the software for: 2+ years ### "Service Management " February 24, 2025 4.0 Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs, development, or any other. It is developed in such a way that we can see past or ongoing requests easily for product planning, and internal updates. It is an easy roadway which removes delays in working management and improves efficiency. Pros 1\. It facilitates the management and tracking of the progress of all the assigned tasks. 2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively. 3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area. Cons 1\. Learning is time-consuming due to the product's complex nature. 2. Highly integrable but it is challenging to achieve. 3. Extremely costly for small organizations to buy and manage. Review Source MG Mario G. Security Engineer Retail Used the software for: 6-12 months ### "Core project management product" November 20, 2025 5.0 Great, very easy to use and intuitive with a lot of different features for different projects so a very positive experience. Pros Such an amazing tool for managing. It is the core of most businesses, but it has so many features that make it so powerful! Cons Not really a con, but as it has many features it can get a bit complex with how the logic works, but it is quickly to learn. Review Source AT Alejandra T. BU Hybrid IT Regional Sales Manager Computer & Network Security Used the software for: 1-2 years ### "Very well known and practical tool for Service Managment" May 30, 2025 5.0 It is a very usefull, easy and secure tool to use as a platform to provide services to multimple customers Pros It is actually a Standard and very well known tool in Latam. Is generally used as a platform to provide Services to different customers. Cons Some configurations are tricky, but using API Management, you can easily solve the issues. Nevertheless, the tool is very easy to implement and use. Review Source DM David M. Director, Human Resources Non-Profit Organization Management Used the software for: 6-12 months ### "Does a good job for the cost." April 21, 2025 4.0 Good product which is a low cost option where you can use it to track and manage your teams work/service requests. Pros Easy to use. Easy to setup, good private value and you can track all your tickets in the system. Can setup multiple users and has great user permissions. Cons The analytics is not done well. It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress, etc. Review Source SB SREEREKHA B. QA Analyst Banking Used the software for: 1-2 years ### "Usage os jira service management" May 1, 2025 4.0 It is good to use to submit defects and track their resolutions Pros Its very good to use for defect management Cons None actuallly it worked well to submit defects and for tracking their resolutions Review Source MJ Michael J. Digital Marketer Information Technology and Services Used the software for: 1-2 years ### "Best Software" May 26, 2025 5.0 Use Jira Service Management to handle IT requests, incidents, and service workflows. Great for IT and DevOps teams, but not the easiest to pick up at first. Pros Highly customizable workflows, solid SLA management, and centralized ticket tracking. Native integration with Jira Software is a big plus for dev-related issues. Cons Interface can feel complicated for new users, especially those unfamiliar with Atlassian tools. Advanced setup takes time and some expertise. Review Source VR Verified Reviewer Sr associate Information Technology and Services Used the software for: 1-2 years ### "Industry standard ticketing tool in the market " March 11, 2025 5.0 JIRA service management tool is one of the best ticketing tool in the market. Pros Jira service management is one if the best ticking tool in the industy. It easy to track all the tickets in one place Cons The responsive time for loading the page might take little longer Review Source Naveen C. Senior Technical Manager Computer Software Used the software for: 1-2 years ### "Best tool to manage requests and incidents" December 29, 2024 5.0 i am using Jira Service Management tool to manage requests and incidents. Jira Service Management tool automates manual tasks and streamlines workflows. 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. Review Source AP Amitabh P. Technical support engineer Information Technology and Services Used the software for: 2+ years ### "Powerful Bridge with Developer" November 12, 2024 4.0 It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information. Pros Perfect tool to keep track on the request and make a bridge with the developer team. Able to edit content , know the progress , discuss the issues are quite easy and effective with Jira. To see the histories of JIRA and to link the related issues it's all good. Cons Jira is somehow costly for small orgs. Little bit complicated platform with excessive options. Review Source MM Megan M. Owner Commercial Real Estate Used the software for: Less than 6 months ### "JIRA management services " June 30, 2025 5.0 Pros What i did like the most about JIRA Service management, its customization options and integration capabilities Cons What i didnt like the most about JIRA Service Management is that it's complexity snd initial set up challenging Review Source JW Jonas W. HR Information Technology and Services Used the software for: 6-12 months ### "Powerful ITSM Tool for Streamlining Service Requests and HR Ticketing" January 28, 2025 4.0 Jira Service Management is a powerful and flexible tool for managing HR requests and streamlining service delivery Pros customizable workflows for hr processes and good centralized ticket management Cons Interface can feel a bit overwhelming and the pricing for advanced features is high. Review Source SS Sahar S. Owner Food & Beverages Used the software for: 6-12 months ### "Perfect for small business " November 26, 2024 5.0 Great customer service, easy to use for a beginner like me Pros Users friendly, perfect for my small business Cons Setting up the service needs more information but with the help it works good Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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