# Page 11 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - 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 11 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 251-275 of 762 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Bill C. Director of Marketing Used the software for: 1-2 years ### "Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing" August 23, 2017 5.0 Our marketing team knows exactly the status of any request of our team. And so do the requesters. Pros JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great. Cons It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy. Review Source JK Jatinder K. QA Telecommunications Used the software for: 2+ years ### "Very Organized and Easy to User" December 4, 2023 5.0 Over experience is very good , once setup it very easy to use and track all issues. Pros It is very easy to use even for a new person. Very easy to track tickets and Overall Project status. Easy to get notification and ticket assignment. Cons When total number for ticket to be tracked is very high it feels little slow to respond. and also for non technical team it can be little tricky to setup initially. Review Source TM Thibaut M. Developpeur Web Back End Marketing and Advertising Used the software for: 2+ years ### "Outil de tracking de bug et de suivi des demandes" December 12, 2023 4.0 Pros Pouvoir faire n'importe quelle demande (licence, signalement d'un bug, demande d'assistance), suivre le statut de la demande. Cons Les premières utilisation ne sont pas toujours simples. si les rôles utilisateurs sont mal paramètrés, il se peut que les utilisateurs ne puissent pas voir leurs demandes en cours. Review Source AL Agustina L. Product manager Food & Beverages Used the software for: 2+ years ### "helps avoid emails" February 9, 2023 5.0 Pros Tagging, chat, asigning owners, alerts, history of closed tickets, search Cons Not being able to highlight and reply chat and not being able to add images in each dialogue response Review Source Ruban D. Member of Technical Staff 3 Information Technology and Services Used the software for: 1-2 years ### "No 1 ITSM tool" June 16, 2022 5.0 It has drastically reduced time of incident and fixing that issue in a streamlined way and faster. It also helped us to record all the activity during the fix thus helping us to fix the same issue in future more quickly, Pros I like the alerts and current status of the ticket. I really like the ticket management activity on cloud. Workflow is easy to learn and understand. It helped use to reach client expectation. Good categorisation of issues. Cons Customer support sometimes are taking longer time to respond to the issues. Review Source JG Jessica G. Analista funcional Computer Software Used the software for: 2+ years ### "Excelente para equipos asincronos" December 6, 2022 5.0 Pros Me ha gustado la facilidad para trabajar con tíquets, es ágil para asignar las peticiones entre el equipo. Además como tiene estados puedes revisar si una petición ya se ha empezado a tratar. En el apartado de notas se puede dejar toda la información necesaria para consultarlo más adelante. Cons A veces se queda un poco pillado pero por suerte no suele ser la normal y se trabaja bien Review Source Rita K. Assistante Human Resources Used the software for: 1-2 years ### "JIRA Service Management outils gestion de IT management " October 22, 2023 5.0 Pros JIRA Service Management outils gestion de IT management pour les entreprises Cons Pas d'inconvénients dans l'utilisation de JIRA Service Management Review Source GG Guido G. Digital Marketing Manager and E-commerce Manager Furniture Used the software for: 2+ years ### "You love it or you hate it - Best tool for issue management" March 20, 2023 4.0 We're using to keep track of all the issues of our e-commerce projects and to map all the enhancements we're about to deploy on the website.It's a great tool when you use it with your team and external partners. Pros It's a great tool to manage tasks, incidents and issue management.It allows you to open task, add information, attachments, tag people and have all the historical track of the ticket management.Best feature: Google Chrome extension, which allows you to quickly open tickets and attach screenshot of the web page you are in that moment. Cons It might appear complicated at the beginning; you might get lost in the tickets and in the kanban board, but it only takes some time to get used to it. Review Source Sugam P. Project Manager Information Technology and Services Used the software for: 6-12 months ### "An amazing tool for project management" October 1, 2023 4.0 Pros I really like how much control you have over the phases and hierarchies that might grow inside a single project or task when it comes to team planning. That, in my opinion, is extremely beneficial and necessary for assignments that call for a high level of detail. Cons The fact that JIRA offers so many options and customizations made it a little difficult. It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly. Review Source VR Verified Reviewer Software test enginner Computer Software Used the software for: 6-12 months ### "Accelerate Processes with Approval / Reject" June 17, 2019 4.0 Pros Some requests must be approved by a manager before they can be worked on and completed before they are involved in the business process or before moving on to the next stage. For example; the administrator can approve the withdrawal request, the IT officer can approve the closure of this user's accounts, and the process can proceed within the approval-rejection stages. The Approval-Reject feature allows the authorized persons in your organization to grant the necessary permission for the job to be performed or to proceed to the next step. Jira Service Desk provides us with this feature without the need to become an agent user. The person must be one of the users of Jira Service Desk, Jira Software, or Jira Core. Cons The Jira Service desk module needs to get better. ok it works but lacks a number of simple features. for example, you can link a customer request to an internal issue, but the customer cannot see it. the other problem is that the interface is very calm. Very little interface customization option. Review Source CT Cathy T. Directrice adjointe TI Investment Management Used the software for: 2+ years ### "Facilité d'utilisation" September 20, 2022 4.0 Nous avons pris un consultant pour nous aider a migrer de l'ancien billetterie vers la JSM. Mais la configuration reste bonne et facile. Pros Associé a Confluence, avoir une FAQ est un jeu d'enfant. Et la possibilité de grossier le FAQ aussi. Cons La différence entre un agent et un utilisateurs (hyperlien) a été difficile a gérer. Reason for choosing JIRA Service Management Car on avait déjà Confluence et JIRA et ajouter JSM fessait une bonne intégration avec les applications Atlassian déjà présente dans notre environnement. Switched from [Octopus CRM](https://www.capterra.com/p/204641/Octopus-CRM/) Pour le prix. Review Source VR Verified Reviewer Head of Project Management Information Technology and Services Used the software for: 2+ years ### "Universally accepted and does the job well" October 18, 2022 4.0 Its easy to manage projects with and allows you to easy track tasks Pros Its great for creating and tracking tickets with clarify and visibility. Cons There is a level of training needed to get into the admin/settings level of things Review Source CN Carlos N. Manager TIC Information Technology and Services Used the software for: 2+ years ### "Jira ITSM - Solución de Tickets" December 12, 2022 4.0 Pros Software ya configurado para la creación y seguimiento de tickets de forma amigable y no tan estricta como otros productos de la competencia. Puedes programar las acciones y la forma de trabajar de una forma autónoma , sin ser necesarios personal muy experto en la herramienta. Esta herramienta es para uso profesional. El portal de administración y de los usuarios puede ser diferente. Cons Le falta poder desarrollar más opciones configurables para los administradores y usuarios. Hay limitaciones en los frontends gráficos, sobre todo en el portal para el usuario final. Se necesitaría poder realizar más configuraciones para dotar de más flexibilidad a la solución. Review Source VR Verified Reviewer Head of International Division Information Technology and Services Used the software for: 6-12 months ### "An essential tool for any IT/Development team" August 26, 2023 5.0 Great tool to manage features and sprints, a must have for any dev/it team Pros It's very easy to manage tickets, bugs, to do's and sprints with the system, it allows for easy management and prioritisation at a glance Cons It can be a bit complicated to set up / start using it, but it's well worth the initial adaptation period Review Source AS Alexis S. CSR Consumer Services Used the software for: 2+ years ### "Undoubtedly a way to speed up the reporting of issues" February 19, 2023 5.0 Overall, I've had a great time working with Jira. The ability to send us email updates when our request was successfully submitted and when there is an update to our request for new equipment is its most notable feature. Undoubtedly a way to speed up the reporting of issues. Also, the interface with Outlook is excellent. Pros We use Jira to record or create tickets so we can report any issues to our IT management or ask for new equipment. By enabling us to submit tickets without going to our IT room, it saves us time, and we have had nothing but great experiences with it. Cons Nothing that comes to me right now. Newcomers may find it frightening at first, but ultimately you grow used to it. Review Source VR Verified Reviewer Test automation engineer Telecommunications Used the software for: 2+ years ### "The right choice for issue management and project tracking" June 2, 2023 5.0 Pros Easy to use, friendly UI. You can set workflows on your own for each projects. User role management is great. Cons It is a really complex system, so it takes time to reach a deeper understanding. Review Source Christa C. Technical Support Financial Services Used the software for: 2+ years ### "Jira Service Desk Review" November 5, 2018 5.0 It is an excellent ticketing system, easy to use, and track incidents. Pros I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency. Cons Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together. Review Source JL Joan L. IT Broadcast Media Used the software for: 6-12 months ### "Great task management" January 2, 2023 4.0 Pros Great flow management with the status of the taks, division by Epics very useful and categories like bug, task, and so on. Cons At the beginning it's a bit difficult to learn how it works Alternatives considered [Trello](https://www.capterra.com/p/211559/Trello/) Review Source SC Serhat C. Senior Software Developer Banking Used the software for: 2+ years ### "Best Management, Strong Monitoring" December 1, 2023 5.0 Pros The interface is user friendly. I can follow projects and processes quickly and easily. The findings opened for our outsourcing solution partners are great to view and report. It is clear who does what in the team and the status of the processes can be examined by everyone. Cons I am very pleased with the features and functions I have encountered and used so far. There isn't a feature I don't like. Review Source PS Pritam S. Developer Information Technology and Services Used the software for: 1-2 years ### "JIRA - Wonderful Task Management Tool" July 2, 2023 5.0 Pros First of all it has very interactive user friendly interface such that a developer can easily track down their efforts. We can prioritize the critical work first such that it get noticed to all and resolve first. For consistent and efficient completion of task, JIRA Service Management automates the workflow. Dashboard of a user gives a simple picture of what needs to be done or what is remaining. Cons There nothing to dislike about JIRA Service Management tool. It is powerful tool for tracking the workflow in organizations. Review Source VR Verified Reviewer CEO & Cofounder Computer Software Used the software for: 2+ years ### "Handy platform for Product developnment " February 11, 2023 4.0 Easy, cost-effective and cross platform Pros Service requests management, Ease of requirements & issues management, with confluence integration even requirements and publishing docs become super easy Cons For our needs always found schedule development without using EPICs becomes difficult Alternatives considered [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Reason for choosing JIRA Service Management Access online at any time and from any device Review Source SB Sunny B. Senior Product Support Analyst Information Technology and Services Used the software for: 2+ years ### "Massive software package that can be customised to your preferences" August 31, 2022 5.0 After initial hick ups with the system being slow I now really like it and cannot see myself using any other ticketing system. Pros The huge number of features available. The Kanban board which gives you clear view of the tickets being managed by you. The tickets recently updated waiting to be looked at by the Support desk, tickets on hold and 3rd party escalation tickets. Cons When putting the ticket on hold you must go through an extra step. So must put a blank comment to put the ticket on hold on the kanban board Review Source VR Verified Reviewer Ingenieur IoT Information Technology and Services Used the software for: Less than 6 months ### "JIRA - Meilleur produit pour la gestion des projets" November 17, 2022 4.0 Selon mon expérience, on a utilisé JIRA dans notre équipe afin d'avoir un système de "tickets" interne afin de faire un suivi de projets et des flux de travail. Pros Le plus apprécié dans le logiciel JIRA est que c'est l'un des meilleurs solutions de gestion de projets. Il contient plusieurs fonctionnalités, par exemple le suivi des tâches ainsi que l'estimation de ces tâches. Aussi, la possibilité des employés à réclamer les heures de travaille sur une tâche, qu'on peut de même associer sur une des historiques. Cons Le moins apprécié dans ce logiciel est le manque de tutoriels. L'interface de JIRA est un peu complexe, d'où la nécessité d'ajouter des demo ainsi que des informations supplémentaires pour obtenir d'aides. Reason for choosing JIRA Service Management Le plus important par rapport à ce logiciel, est l'utilisation des widgets de suivi du temps qui donne une visibilité complète sur les tâches où on passe le plus de temps. Review Source VF Vinka F. tecnologo medico Medical Devices Used the software for: 1-2 years ### "Excelente ayuda en el trabajo diario, con ticket de atención y rápida gestión." April 30, 2023 5.0 Me gusta, soluciona todas las solicitudes necesarias del equipo de trabajo que a diario son varias. Pros Es un producto facil de utilizar, la gestión es de rápida respuesta, muy amigable y de grata presentación. Cons Creo que aportaría información del tiempo que le resta a la gestión solicitada para estar lista, como una flecha de tiempo, o algo por el estilo. Review Source VS Vinay S. Test engineer Industrial Automation Used the software for: 2+ years ### "JIRA review " February 26, 2023 4.0 Pros Easy to understand. user Friendly interface, Cons RTM is not possible with this application. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.