# Page 10 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - Is JIRA Service Management the right Issue Tracking solution for you? Explore 762 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 (762) 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 # Page 10 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 226-250 of 762 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Houenagnon Jules Vitale H. Web Master Internet Used the software for: 6-12 months ### "JIRA Service Management" November 17, 2023 4.0 Pros Jira est un meilleur logiciel de gestion de projet informatique très simple et compréhensible. Ces nombreuses fonctionnalités m'aident de façon simple à faire un bon management des grands projets de mon équipe en de petites idées. Aussi, avec son tableau de bord, nous arrivons à suivre l'évolution de tout notre activité en une place. Cons Je n'ai pas de grandes inquiétudes par rapport à cette plateforme. Ma seule suggestion est que si vous pouvez baisser un peu les prix des tarifs, bien qu'il soit raisonnable, ça fera plus de joie à nous utilisateurs Review Source vP vidya P. cloud suppor engineer Information Technology and Services Used the software for: 2+ years ### "Jira is efficient for IT project management" September 15, 2022 5.0 I have used jira in my old project for day to day tasks, report the status in dailystandup. I feel its efficient to show the work done by individual Pros I like the way tasks/tickets/bugs can be assigned to the individuals and task the progress. Its very handy when using open source software and the jira cards are available publicly to track the bugs/issues reported. Cons Not very efficient when it comes to change/incident management Review Source Jacopo F. Delivery manager Media Production Used the software for: 2+ years ### "Jira is a best tool for help you ticket management" January 11, 2023 5.0 Pros I like the dashboard and the filelds that I can set for each ticket. I love also the function for open tkt via mail Cons For my use I have all the feature that I need Review Source AO Ayomikun O. Lead Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Jira Service Management" April 4, 2024 4.0 Pros Good tool for managing task progress in a project Cons There's a learning curve associated with using Jira service management. Review Source VR Verified Reviewer Software Engineer Information Technology and Services Used the software for: 1-2 years ### "One of the best Defect Management Service" December 17, 2022 4.0 So far, it has been a good experience using Jira; it provides us a dashboard for tracking all our tickets in one place Pros I like that this software provides us with a wide variety for tracking bugs, defects, user stories, and pull requests Cons Some things, like modifying the data that we need to mandate for any ticket that we are raising, are not present yet, due to which some teams are ignoring some vital data Review Source AP Alvaro P. Technical Engineer Information Technology and Services Used the software for: 2+ years ### "Nice ITSM solution with ITIL Practices" September 4, 2023 4.0 Robust and costumizable itsm solution adaptative for all organizations Pros What i like most is the engagement that it have with ITIL practices Cons What i like least is the learning curve, little bit harder than other ITSM solutions. Reason for choosing JIRA Service Management Price and ITIL practices Review Source VR Verified Reviewer technical Lead Information Technology and Services Used the software for: 2+ years ### "Un ottimo strumento" March 1, 2023 5.0 Pros Uno strumento molto semplice da usare e da personalizzare. Veramente un must Cons La gestione dei subtasks è migliorabile, ma nel complesso utile Review Source VR Verified Reviewer Full Stack Developer Computer Software Used the software for: 2+ years ### "Amazing tool for sorting your company problems" September 9, 2020 5.0 Software problems reporting for clients, in-house sorted problem manager Pros I like that it is so customizable - you can create different directories, workflows how to solve a task, say how important tasks are. Cons When there are many teams and the service desk ticket count is high then the resource needed to load the page jumps up - but its just few more seconds. Review Source AA Alper A. Analyst II Information Technology and Services Used the software for: 1-2 years ### "Jira service mamagent is useful for me" April 1, 2024 5.0 My total idea is the Best choice for ticket management Pros Usage and crearimg tickets are so easy and have good interface Cons I do not have something bad for jira management Review Source JS Jeremiah S. Director of Technology Information Technology and Services Used the software for: 2+ years ### "Full Help Desk management" October 12, 2021 5.0 JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes. Pros Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed. Cons The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get Review Source ER Eva R. Product owner Marketing and Advertising Used the software for: 2+ years ### "Gagner en efficacité " January 20, 2024 5.0 Pros Je trouve que cet outil permet de prioriser les tâches et de gérer l’organisation. Grâce aux rapports nous avons améliorés notre vélocité de travail Cons Quelques coupures de service durant l’année . Switched from [Trello](https://www.capterra.com/p/211559/Trello/) Besoin de plus de fonctionnalités pour aller plus loin. Review Source KB Kirstin B. VP Content Strategy Health, Wellness and Fitness Used the software for: 2+ years ### "Integration is Everything " August 30, 2023 5.0 I will continue to recommend Jira as the go-to platform for ticketing systems and service management. The main reason is Jira’s integration abilities. I have yet to meet a system that we cannot integrate into our jira instance. Pros The interface is intuitive which is critical when using Jira across an organization. Team members with varying levels of tech-savvy are able to navigate tickets and collaborate. Cons Setting up the workflow design is a little overwhelming for a novice user. With so many options, figuring out the right path for your needs can be a little daunting. Review Source VR Verified Reviewer Delivery Manager Telecommunications Used the software for: 2+ years ### "Ottima Esperienza" December 26, 2022 4.0 esperienza positiva, lo usiamo in azienda da ormai 5 anni Pros Prodotto di facile utilizzo, alto livello di customizzazione particolarmente apprezzata la funzionalità che permette l'apertura di ticket inviando una mail ad un indirizzo prestabilito. Cons forse il fatto che è altamente personalizzabile si porta dietro anche un aspetto negativo che se non sai cosa vuoi tendi a complicare troppo lo strumento aggiungendo troppi campi custom. Review Source BV Bart V. Office Manager Mechanical or Industrial Engineering Used the software for: 2+ years ### "We use Jira for nearly all of our operational work" April 14, 2023 4.0 We've been using Jira for about 5 years now and we're still happy with the way it works. We've never had any real issues with it. Pros Their ticketing system is very expansive and customizable. They have a lot of features and integration possibilities as well. Cons To set everything up to your liking there can be a bit of a learning curve. But once you know how everything works it's smooth sailing. Review Source MR Miangaly R. Data consultant Information Technology and Services Used the software for: 2+ years ### "Outil complet pour la gestion de projet informatique en mode Agile ou non" January 15, 2024 5.0 Pros Permet de tracer tous les bugs/incidents/nouvelles fonctionnalités/tests pour un projet Ticket facile à ouvrir et à suivre avec les différents statuts. Echanges fluides via les commentaires sur chaque ticket. Gestion du backlog facilitée également avec priorisation des tâches Cons Un peu dur à appréhender quand on travaille pour différents projets (switcher entre les projets/ kanban différents), on se perd un peu, mais les fonctionnalités sont tellement nombreuses et utiles que ça compense Review Source GM Gilberto M. Technical Product Manager E-Learning Used the software for: 6-12 months ### "Great option for helpdesk if you're already in the Atlassian environment" July 20, 2022 5.0 Overall amazing experience, once you set it up and is customized to your use case it is going to perform greatly Pros It was relatively easy to set up and get going with a few hours of work. It comes with a wealth of templates that help you get started quickly and easily. Cons The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from the same complicated nuisances you encounter while setting up new issue types and fields, that, unless you're an expert you'll have a somewhat bumpy ride. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Better integration with internal systems Review Source Amy G. Customer Support Manager Hospitality Used the software for: 6-12 months ### "Easy to integrate with Zendesk and easily tracks support issues for Engineering" February 10, 2023 5.0 Pros Easy to integrate with ZenSimilar to another program we moved away from, but far more robustAllows for better ticket assignmentMore comprehensive with better options for ease of use Cons Not much- there are a lot of buttons and options to use so until you get use do what you need as an individual or department, it's a bit complicated, but once you sort that out and find your niche, it's a great tool for trouble tickets. Switched from [Shortcut](https://www.capterra.com/p/160498/Shortcut/) This was more robust and better integrated with our needs as a company Review Source DW Dan W. Support Analyst Information Technology and Services Used the software for: 6-12 months ### "Easy to try, full of tools and solutions" November 11, 2021 5.0 So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud. Pros Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box. Cons It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy. Switched from [TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) TeamSupport has had so many holes that are slow to be filled by the development cycle and we haven't been able to make workarounds that are not cumbersome to the agent and customer Review Source VR Verified Reviewer Engieer Telecommunications Used the software for: 2+ years ### "Jira Review" June 23, 2023 3.0 Pros I like its simplicity. I like how anyone can use it to interact and follow-up tasks. Cons I hate the roles. I need to struggle with my company to have the proper access and roles on Jira , and I honestly am not sure if my company understands how to give me the right access. Review Source PD Peejay D. Business Development Representative Information Technology and Services Used the software for: 6-12 months ### "Ticket Management Like No Other" April 16, 2024 5.0 Pros Seamless Collaboration and Communication Cons I do not see any negative feedback about Jira during the 9month-span that I was using it. Review Source GD Giovanni D. ICT Application Specialist Real Estate Used the software for: 2+ years ### "Essential tool" April 19, 2023 4.0 My experience is very positive. Pros Jira is great tool for every team necessity. Simple to understand and easy to monitoring from the Admin side (licenses, product associations) Cons Possibility to have setting many role and view on the tool Review Source VR Verified Reviewer Assistant Manager - IT Network and Operations Banking Used the software for: 1-2 years ### "JIRA - A Must have ITSM" August 22, 2021 4.0 Very useful, one-stop solution with related to ITSM, Ticketing and change management. Pros Highly customizable dashboard is a huge turn on. You can see almost everything that is going on may be whether it is a project or an issue Cons When an issue go unaddressed for a long period of time, I suggest that there should be any way to automatically escalate or generate a reminder. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Review Source BP Bhavesh P. Sr. IOS Developer Information Technology and Services Used the software for: 1-2 years ### "Best tool for managing project & Ticket" February 27, 2023 4.0 Overall, Jira is best IT management and ticket tool. We can manager all the IT related work on jira. It's very simple and user friendly UI interface. Pros \- Easily manage & create client project and report- Assign issue & bug to dedicate user for that task.- Manage SLA for IT ticket & get email Alert when SLA bridge- Easily Tracking issue, task management, reports & workflow- Integrate with any third party software- Automate route ticket Cons \- It's very expensive license version- If we delete ticket then we can't recover.- Sometime very difficult to use Review Source VR Verified Reviewer Director of IT & Digital Marketing Retail Used the software for: 2+ years ### "JIRA Service Management been helping us work more efficiently for over 6 years now." April 8, 2022 5.0 Pros Ability to tie in our JIRA issue management, Confluence Knowledge Management, and Help Desk ticketing into a single environment with each tool playing nicely with the others. Cons The change in how user access and licensing worked after we initially implemented the system, which has caused us some frustration over the years. (But new users wouldn't have that problem.) Review Source Josemaria G. Vice Director for External Affairs E-Learning Used the software for: Less than 6 months ### "From the Trusted Atlassian" April 8, 2019 5.0 In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out. Pros From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you can set up your helpdesk well within an hour (of course not counting the per company nitty-gritty). Default setup works, but it's also super customizable based on your company needs. The Dashboard has all the at-a-glance metrics, statistics and graphs to keep you up to speed with the overall status. Again, coming from Atlassian, it has a ton of possibilities in terms of integration with other apps. I feel the constant stream of dev improvements and updates. Cons Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.