# JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is JIRA Service Management the right Help Desk solution for you? Explore 770 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 (770) [View alternatives](https://www.capterra.com/p/227102/JIRA-Service-Management/alternatives/) 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 May 18th, 2026 # Reviews of JIRA Service Management Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews Integrated cross-team collaboration tools 93% positive reviews out of 101 Most reviewers find team collaboration features facilitate real-time communication, task sharing, and coordination across multiple teams and departments. Simon P. Graphic Designer, 201 - 500 employees. "It's a really efficient way to work as a team on many things at the same time, and not lose track of anything." High and scaling licensing costs 46% negative reviews out of 93 Some reviewers comment pricing becomes expensive as teams grow, with additional fees for licenses and necessary add-ons. Alex M. IT Service Manager, 501 - 1,000 employees. "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents." Streamlined request tracking system 94% positive reviews out of 47 Most reviewers indicate request management enables easy submission, tracking, and resolution of IT and service requests, improving organizational responsiveness. Julio H. It analyst, 51 - 200 employees. "It makes managing IT requests and incidents much more streamlined." Complex access and permissions setup 48% negative reviews out of 46 Some reviewers describe security and access control as difficult to configure, with granular permissions causing confusion for users and administrators. Comprehensive agile project management 98% positive reviews out of 44 Most reviewers describe agile and sprint management as highly adaptable, supporting Scrum, Kanban, and custom workflows for efficient project tracking and delivery. Anonymous User QA Analyst engineer, 51 - 200 employees. "The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams." Occasional slow performance issues 73% negative reviews out of 44 Most reviewers report performance and speed can lag, especially with large datasets or complex workflows, impacting productivity. Sugam P. Project Manager, 11 - 50 employees. "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly." ## Showing most helpful reviews Showing 1-25 of 770 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 RK Raul K. Group Director of Technology Non-Profit Organization Management Used the software for: 2+ years ### "Highly customisable solution supporting omnichannel environments" November 2, 2025 5.0 I have deployed Jira service management at a couple of organisations I have worked at. 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. Pros Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software. Cons As the tool is so highly customisable, it can take some time to configure as you require it. On the plus side, there are many third-party partners and consultancy services that can configure the platform to work exactly how you require it to work. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing JIRA Service Management It allowed us to support multiple project projects or instances for different organisations within the same workspace solution. Review Source VR Verified Reviewer Hr Medical Practice Used the software for: Less than 6 months ### "Efficient and Reliable Tool for Project and Service Management" May 15, 2026 4.0 overall experience with Jira Service Management has been positive. It is a reliable platform for managing projects, service requests, and team collaboration. The reporting tools and dashboards provide good visibility into workloads and project progress. I especially appreciate how it supports Agile and Scrum practices by helping teams stay organized and meet deadlines more efficiently. While there is a learning curve, the features and flexibility make it a valuable tool for project and service management. Pros One of the best things about Jira Service Management is how organized and customizable it is. The platform makes it easier to manage tickets, track issues, and keep communication clear between teams. I also like the automation features because they save time and reduce repetitive tasks. The integration with other Atlassian products works very smoothly, especially for Agile and Scrum workflows. Cons The system can feel overwhelming for new users because there are so many features and configuration options. Some parts of the interface are not very intuitive at first, and setup can take time without proper training. Pricing can also become expensive for larger teams that need advanced features Review Source VR Verified Reviewer Sales Manager Computer Software Used the software for: 1-2 years ### "Complex and Heavy ITSM Tool with a Steep Learning Curve" May 1, 2026 3.0 Pros Functional for basic ticketing and workflow tracking, but the experience feels heavy and unintuitive at times. Setup and navigation can require more effort than expected, especially for non-technical users. Cons The interface feels complex and not very intuitive, which can slow down day-to-day use. Configuration and setup also take more time than expected, especially for teams without dedicated admins. Review Source BT Benjamin T. IT-Systemadministrator Telecommunications Used the software for: 6-12 months ### "Powerful but Complex ITSM Solution for Growing Teams" May 1, 2026 4.0 Overall, Jira Service Management is a robust and scalable ITSM solution that works particularly well for teams already familiar with Jira. While it may require time to fully set up and optimize, it delivers strong long-term value through its flexibility, automation, and integration capabilities. Pros The flexibility and customization options are standout features. It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations. Cons The initial setup and configuration can be complex and time-consuming. Pricing can also become expensive as your team grows or requires advanced features. Switched from [Inventory360](https://www.capterra.com/p/10006518/Inventory360/) Featurelist is the most important and Jira offers too many features that inventory360 is missing. Review Source RR Richard R. IT Manager Information Technology and Services Used the software for: 1-2 years ### "JIRA good Start and a simple but effective Service Management Tool" July 1, 2025 4.0 Good to start with, served its purpose and worked as a basic service desk tool. Would have liked more integration and better dashboard reporting. Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting for different tiers of management. Pros Ease of configuration and customization was relatively easy and and the box experience initially worked well. The team was up and running in a matter of hours, not days. Cons Not as easy to get integrating,you have to purchase apps or plugins to gain what should be relatively straightforward connections to 3rd party apps. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing JIRA Service Management We trialled for over a year as the group was using this as a service management tool. Eventually the group migrated to Freshdesk from Freshworks. Review Source MG Mike G. Member of Technical Staff Computer Hardware Used the software for: 1-2 years ### "Great software for IT/HR" January 11, 2026 3.0 Overall, this is a fantastic software with many usecases. I really see that this can be super helpful for IT administration or even HR/Benefits cases. Pros Very efficient service management panel. You can easily create and assign IT service request. Largely bug free and has all the features. This is basically a scaled down version of service now. Great customer support from atlassian and great integration with the regular jira feature. Cons Sometimes moving item and assigning it to different sprint from a service request is not the most convenient. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing JIRA Service Management Already integrated with jira so very convenient and more cost effective to go with atlassian Review Source Swathi J. Software Developer Information Technology and Services Used the software for: 1-2 years ### "Powerful and Flexible tool for Project Management" June 27, 2025 5.0 My experience with Jira Service Management is very good and positive. It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency. Pros Jira is helpful for linking service-related tickets to development issues, which improves visibility between support and engineering teams. Its easy to configure and use. Cons Administration is complex for a new user. Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Ease of usability and easy to navigate in managing a project. Review Source KS Katie S. Operations Manager Transportation/Trucking/Railroad Used the software for: I used a free trial ### "Great for tech companies but not for the average small business" August 24, 2025 3.0 I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses. Currently, I believe it to be best for software/tech companies. Pros I'm currently using Freshdesk and looking to switch and Jira has a great offer for small businesses to have 3 free users which is why I tested it for the collaborative inbox feature. Cons Jira was too hard to setup because it is just so powerful. It would be great if it was simplified for the average user. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reddit forums said it was free for 3 users which is perfect for our company but was ultimately too robust for what we needed. Review Source VR Verified Reviewer Sales Director Real Estate Used the software for: Less than 6 months ### "Easy to build service requests" May 19, 2026 4.0 Easy to create service requests and get things done with solid organization. I am a fan of the system. Pros Jira makes it easy for me to log insights and create tickets for my revenue operations team to act on. Cons Hard to find and filter for what I want being a new user. I wish I could more easily understand where to find things I need. Review Source AH Aaron H. Sales and Inventory Analyst Consumer Goods Used the software for: 1-2 years ### "Jira can keep pace with any company!" October 22, 2024 5.0 JSM will take your company's organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between! 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. Switched from [ProofHub](https://www.capterra.com/p/118040/ProofHub/) Need something that was more sophisticated and could scale with our growing company's needs 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 EAJ Esami Allan J. Web Developer Information Technology and Services Used the software for: 2+ years ### "Powerful Features with Great Flexibility." July 14, 2025 5.0 Overall experience about Jira Service Management is commendable ,easy to use and manage .Offer great automation and customizable features , Pros My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency.Allow highly customizable workflows which allow us to tailor the tool to a specific needs.Offer user friendly interface that support excellent service delivery. Cons Jira Service Management cost is quite high ,might not be affordable to some mall organization although it offer powerful features . Review Source SR Shilpa R. QA Information Technology and Services Used the software for: 2+ years ### "Great tool to handle project management " October 13, 2025 4.0 Pros Great tool for implementing project road map, project planning and management especially when it comes to agile projects Cons Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository Review Source VR Verified Reviewer Consultant Information Technology and Services Used the software for: 2+ years ### "TALK ABOUT JIRA" September 2, 2025 5.0 Jira’s UI is cleaner and more intuitive for non-developers (e.g., project managers, designers, etc.) I have sed jira in the capacity of Scrum Master rand also Project manager and have noticed that non-technical team members often find Jira easier to navigate and use. Pros Very user friendly i must say. Seems like it is the one that is basically built for agile because it handles scrum, Kanban, even SAFE quite traditionally. Cons Not sure. They say everybody hates Jira but no one, absolutely no one stops using it. Perhaps too many customization options break peoples back. Review Source AM Antti M. Product Owner Information Technology and Services Used the software for: 6-12 months ### "JIRA SM removes all barriers from setting up proper customer support portals and flows!" June 7, 2025 5.0 I was amazed how much you can get out of the box with this tool. The easiness of setting the flows up is great. We have gained a lot of control to our customer support requests with this tool. Pros Super easy setup! JIRA SM integrates seamlessly and awesomely easily to any of your preferred methods of customer contact. In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows. Cons Well, with Atlassian, you always have to cope with Atlassian user interface–but luckily they have paid a lot of efforts recently in this matter. The Atlassian products don’t have that Atlassian-feel anymore to be honest. Review Source NK Nick K. IT Manager Information Technology and Services Used the software for: 1-2 years ### "Atlassian Service Management... good for IT" July 15, 2025 5.0 I use Atlassian Service Management everyday to manage IT work. I have been using it for over a year and it is clean and simple. Pros I like how easy it is to get a work queue up and running for both the admin and users. It is simple to set up for the admin and simple for the users to use. Cons It is expensive to license and Atlassian likes to try and add a license for each user you have using JIRA even if they don't use SM. So you need to be careful when adding users. 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 VR Verified Reviewer Quality engineer Computer Software Used the software for: 2+ years ### "Best project management software" January 30, 2025 5.0 Its great and i am using Jira from last 7 years and it make my work easy Pros Project managemrt and tracking and the way how jira follow agile Cons Customizations is a bit heard in jira. Learning new tool Review Source PS Paola S. product designer Design Used the software for: 1-2 years ### "JIra could do better" March 17, 2025 5.0 first it all, I was so easy to understand the sections but no the same with some small plugins or gadgets.But forme was a good experience with some practice Pros the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects Cons mmm I think the product will be good is It will be able to connected for more platform for designer Review Source KR Kyle R. Systems Administrator Luxury Goods & Jewelry Used the software for: 2+ years ### "Jira Service Management is great but pricey" February 7, 2025 4.0 Jira is a great service management system that is highly customizable. It takes a while to get the hang of it. Would like it a bit more user-friendly but for everything it does, if price is not an issue, it is well worth it. Pros The customizations, automations and all of the integrations Cons Pricing, Support can be slow at times, Not very user-friendly when just starting out, Log information is very spread out Review Source NG Nicholas G. Sys Admin Insurance Used the software for: 1-2 years ### "Robust tool with a lot of system integration options" May 7, 2025 4.0 Mostly positive. Looking forward to a more streamlines experience. Pros Robust tool with a lot of system integration options Cons A bit of a learning curve to use all tools efficiently 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 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 HH Houcem H. CISO Information Technology and Services Used the software for: 1-2 years ### "Efficient ITSM Tool" December 12, 2024 4.0 My overall experience with JIRA Service Management has been positive. It is a reliable tool for IT service management once configured properly. 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. Review Source Similar Products Featured ## 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.