# Page 12 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - 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 12 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 276-300 of 762 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MV Mayur V. Software Engineer Information Technology and Services Used the software for: 1-2 years ### "Great Project and IT ticket management tool" February 28, 2023 5.0 Overall, JIRA is a simple to use and configure. It's easily manage all the client project, Task and bug reports in jira management tool. It's easily manager all the IT related assets and complain ticket. We can set the SLA alert and configure the notification from email. Pros \- Easy to use for users- User friendly interface & GUI- Easily manager project and task- Easy to assign task for respective user and tracking bug, issue and IT ticket- Good for IT & service desk ticket tool Cons \- Sometime performance is slow- I don’t find any major issue with Jira. Review Source BA Berlin A. Tools & Systems Coordinator Lead Consumer Services Used the software for: 2+ years ### "JIRA Review" October 16, 2022 5.0 Overall, my experience has been good. I use it to check on certain issues that are still pending. Even though I'm not part of the team who is handling the issues, I can still easily check on the progress/updates. Pros What I like the most about JIRA is that we can easily collaborate with other people/team members who are involved in a certain project/fixing issues. We can also comment on Jira tickets for updates, suggestions, etc. Cons No "least" liked feature, to be honest. But I think the Jira project boards can be improved by having a better display. Review Source EK Eva K. Customer Experience Telecommunications Used the software for: 2+ years ### "About Jira - Project Planning" June 12, 2021 5.0 The initial setup was quite a challenge but, here we are. It's an awesome system for tracking project issues, especially for new clients during onboarding. Pros It's a good platform to track issues that are being handled by each individual in a project. It also has the option for notification being sent out when an item has been resolved, closed, or has gone overdue. If it's configured correctly to have a backup, the team members involved can always learn from the past incidences reported. This will ensure that the team leader will be able to identify recurring items, timelines it took for resolution, and the team member assigned to resolve such items. This ensures that such items are priority issues that need in-depth understanding for them to be resolved permanently. Cons As an organization, we have not been able to integrate Jira with osTicket, which our customer Experience team uses. This means we have two Systems, and at times this can be overwhelming to track issues on both Jira and osTicket. Reason for choosing JIRA Service Management Price was affordable, and the features were great Review Source Miguel G. Development Telecommunications Used the software for: 2+ years ### "Control de incidencias " December 21, 2022 4.0 Pros Es muy facil tener un control de las incidencias con esta herramientas. Cons El flujo de trabajo hay veces que es un poco lioso , ya que tienes diferentes estados para ver quien tiene o como se encuentra la incidencia. Review Source VR Verified Reviewer Co Founder / Project Management Management Consulting Used the software for: 2+ years ### "We have been using the Jira service desk for a couple of years - easy to get setup and started with" February 16, 2018 4.0 The Jira Support Desk provides relatively straightforward integration with other Atlassian tools such as Bitbucket, Confluence and Tempo - we are ably to scope our support effort, track the resources expended and provide timely insight. Pros The best part of the package is the ease of implementation, particularly the hosted subscription - no worries about hardware, security or backups! Cons For the subscription implementation, there are occasionally changes made by the vendor for maintenance or security reasons without clear advance notification or a complete understanding of the impacts. As with any SaaS solution, vendor changes can be disruptive - even sometimes deprecating used features. Review Source GS Gianluca S. It manager Telecommunications Used the software for: 2+ years ### "Good Software" July 3, 2022 5.0 Pros Just Like the original Jira for development, this one is very good in ticket management. Cons Nothing to talk about. The software has a good interface and it is easy to understand Review Source VR Verified Reviewer Crm Advisor Airlines/Aviation Used the software for: Less than 6 months ### "Jira Review" September 9, 2023 5.0 Pros I like Jira for its simplicity. These last few months that I started using it at my new job I understand that I had suffered a lot previously. It is easy to manage tickets and incidents as well as knowledge sharing with my colleagues. Cons It is not easy to get used with it. Sometimes too many options for a beginner , but it gets better as time goes. Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 1-2 years ### "Muy bueno " July 16, 2023 5.0 Pros me gusto mucho que proporciona metricas claras a lo que se requiere, su hoja de ruta avanzada, aparte es muy intuitivo. Cons si por X o Y razon se llega a eliminar por herror algun ticket este no se puede recuperar, espero que en una actualizacion futura puedan modificar este inconveniente. Review Source NB Noopur B. Analyst Hospital & Health Care Used the software for: 2+ years ### "Adept Service Management Tool" May 7, 2021 5.0 Pros Ease of use and tracking activity made reliable. Dashboard gives a realistic overview of all aspects of project management. Scrum masters' dream come true! Cons Integration capabilities could be improved. Review Source EB Emanuele B. Developer Information Technology and Services Used the software for: 2+ years ### "Ottimo software per la gestione del lavoro IT" March 9, 2023 4.0 Soddisfacente Pros La possibilità di organizzare il lavoro in piccoli task, e tutta la gestione di tale flusso per collaborare con i tester Cons A volte è un po' poco intuitivo, ma una volta capito dove stanno le cose fila tutto Review Source JK Jothika K. RPA Developer Information Technology and Services Used the software for: 6-12 months ### "JIRA Service Management - Customer Service " May 17, 2023 4.0 Overall, it is good software for managing and tracking issues. Pros The service provided by JIRA is very impressive. The feature of JIRA including creating issues, assigning issues, and searching for issues is very helpful. It is easy for everyone to manage and configure. It has a user-friendly interface that non-technical users can understand. Cons Finding the desired tickets for a particular type of issue can prove challenging unless you provide precise and specific search criteria. The pricing of JIRA is very expensive. Review Source AA Aashish A. Senior Software Engineer Financial Services Used the software for: 2+ years ### "JIra is a must for Software Development" March 4, 2024 5.0 Pros It helps us to organise and better understand the current progress. Cons It should support github comments and it would be nice if could integrate github such that task could change progress based on github commits Review Source Franck B. software engineer Computer Software Used the software for: 1-2 years ### "avis partagé " July 21, 2023 5.0 Pros Il intègre tous les types de modèles agiles les plus utilisés dans le cadre de la gestion des projets et il s'agence parfaitement avec slack et d'autres logiciels Cons Pas disponible en offline et l 'interface peut parfois être déroutante Review Source RK Robert K. Producer, Media Production Group Media Production Used the software for: 1-2 years ### "Best ticket system" September 7, 2019 4.0 The business problem Jira service desk solves is allowing anyone to put in a request from a service department from one portal & be able to access that portal anywhere in the world and not just on our internal network. Pros Jira Service desk works great. We use it in a media company in all of the service departments to track requests from Media ingest, to graphic requests, to crew requests. Our producers can easily log in from anywhere and fill out customized forms for the type of service they are looking for. The department gets the request in seconds and can start fulfilling it right away. In a fast pace news world, this allows us to get what is needed for broadcast air done fast while keeping track of all the work we have to do. Cons There are some features that you would think would come right out of the box with jira service desk that doesn't. The only way to get them is to buy a plug-in from their market place. Some features that we would like to see is having the requester see who is assigned the order & allow them to request updates to their requests. Review Source VR Verified Reviewer Project Manager/Scrum Master Market Research Used the software for: 2+ years ### "Unlike others, doesn't need complex configuration" July 29, 2018 5.0 With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed. At the same time user can always get back and see status of ticket they submitted. Also, it says a lot when you see Atlassian using its own product and using it really well. Pros When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it. Cons The only bad point that I can mention about Service Desk is its price. A lot of clients I worked with complained about it. They manage really carefully the number of users that are Agents (users you actually pay for), and get really upset if they were not carefull enough and their bill was higher then they expected. Review Source PB Pierre-Marc B. Technology analyst level Telecommunications Used the software for: 1-2 years ### "Jira made our work easier" January 21, 2024 5.0 Pros It is easy to follow up on ongoing projects Cons The only thing that could be better is that the job filter has to be reapplied every time you move in or out from a ticket but it's not that much of a big deal. Review Source José A. programmer Program Development Used the software for: Less than 6 months ### "one of the ticket holders that I recommend" October 10, 2020 4.0 My experience has been a test and rehearsal since, as mentioned, sometimes I understood certain things but others became a little difficult to understand and it is not because there is no documentation, there is a lot, but very watered down. but little by little and I have been understanding the things that I need. This has made it easier to serve customers very quickly in their incidents, which in other traditional media would take longer and take time. There is also evidence of the ticket in case the client wants to see the follow-up of her case Pros What I liked is the intuitive system of being able to provide a client with a ticket of some incidence of their software, in a very easy way for the client to understand, with templates and sending emails, this makes it much easier for clients and fast alert of incoming tickets make this tool very good in its support team, also project management, assigned tasks graphically Cons What I liked the least is that there is a learning curve a bit long to understand what you need from the tool since the tutorials are good but you can get lost in them with so many things that some contain instead of focusing on what you need Review Source Silas M. CEO Information Technology and Services Used the software for: 1-2 years ### "Gerenciamento de tickets perfeito" December 11, 2022 5.0 Pros Melhor gerenciamento de tickets entre as equipes. Integração perfeita com softwares de crash e mensageiros. Cons Algumas funções são um pouco confusas. Criação de templates também poderia ser melhor. Review Source Maria Alejandra R. Great Software Staffing and Recruiting Used the software for: 6-12 months ### "Great Software" December 8, 2022 5.0 So far so good, I've been having an awesome experience and I hope we keep moving some of our operations to this plattform. Pros It is a very friendly software with different kinds of users, adding to this it would send alerts to your email to let you know that your request is being handled. Cons The only thing that I do not enjoy is that when you are loading a ticket you can not attach pictures or evidence, you have to do it in the comments and this takes more time Review Source MM MIGUEL M. Analista de calidad Telecommunications Used the software for: 1-2 years ### "Help desk fácil y rápido " April 4, 2024 5.0 Pros La rapidez en que todos los involucrados pueden disponer de su tiempo para resolver un ticket y la rapidez en la que también se puede responder por mail y llevarlo al crm de la empresa Cons No he encontrado ninguna contra de la de la herramienta ya que solo la utilizamos para help desk en telecomunicaciones Review Source VR Verified Reviewer Marketing Operations Computer Software Used the software for: 1-2 years ### "The best tool for service management" November 16, 2022 5.0 Pros Jira it's easily the best tool to manage service and tickets that you can get Cons It can be a bit more complicated to use than the competitors but it's way better Review Source Gabriela M. Support enginner Computer Software Used the software for: I used a free trial ### "Eliminating management problems" July 17, 2023 4.0 When using it in the free version certain functions are limited, but for a small company with less than 10 members it is perfect. Pros It has important indicators that help determine the performance of the service. In addition, if you have other Atlassian software, it enhances project management even more. Cons It turns out to be somewhat complex, in some cases, to solve even simple problems. Therefore, it requires specialized personnel to handle it. Review Source VR Verified Reviewer Value Stream Manager Computer Software Used the software for: 2+ years ### "Ottima Gestione Aziendale " November 27, 2022 4.0 Pros La Personalizzazione di viste, il collegamento tra vari reparti Cons L’accesso e diritti di accesso alla piattaforma Review Source RH Rami H. Solutions Architect / Senior Consultant Information Technology and Services Used the software for: 2+ years ### "A best-of-breed Platform for Help Desk and Service Management!" November 15, 2020 5.0 Pros Scalability. Flexibility to be tailored to particular organizational needs. Very rich in terms of features. Cons Setup can be made a bit simpler. Could use more ready 'templates' that can be used to quickly roll out the product for production. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Zoho did not meet all of our requirements, and was not sufficiently flexible, neither scalable enough to support our growth. Review Source KJ Kondal J. System Engineer Computer Software Used the software for: 6-12 months ### "Customer Support - JIRA Service Management" May 19, 2023 5.0 Jira - A Tool that is a combination of ticket creation and tracking, bug management, Incident Management, and customer support. All support and features are very helpful. Pros Notifications and ticket tracking management are helpful for all types of users, like developers, process managers, and non-technical professionals.It can be integrated with several third-party applications.The support provided by them is impressive. Cons Uploading files have limitation in size and format.It is better if we have an easy interface. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.