# Page 13 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - Is JIRA Service Management the right Incident Management 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) 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 # Page 13 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 301-325 of 770 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 SP Simon P. Graphic Designer Telecommunications Used the software for: 6-12 months ### "Jira changed my work for good" July 28, 2023 5.0 Pros It's a really efficient way to work as a team on many things at the same time, and not lose track of anything. Cons The UI is not the best. Sometimes I struggle because I have 20+ tickets and I only shows 10 at the same time. Review Source Mark H. Senior Administrator Higher Education Used the software for: 6-12 months ### "Incredibly powerful with a bit of a learning curve and some mixed support" May 24, 2023 5.0 Managing a major website replacement project. Invaluable to keep the team on track, working fast and agile. Pros The power is incredible, including the ability to automate all kinds of tasks. Cons Features in the cloud version are sometimes spotty, and guidance is inconsistent. Review Source VR Verified Reviewer Senior Marketing Strategy Manager Entertainment Used the software for: 2+ years ### "Very user-unfriendly" December 26, 2022 4.0 Pros It's a powerful tool, if you know how to use it. Cons The UX is stuck in the 90s. Impossible to reach a lot of features without receiving very in-depth onboarding. For instance, setting up your dashboard to see issues you reported/ are watching is a task that should be easy and intuitive - but no, it's anything but. I really don't recommend this if you have any other options. Review Source DI Daniela I. Software Testing Trainee Information Technology and Services Used the software for: 6-12 months ### "Best for ticket tracking " May 9, 2023 5.0 I like the integration of all the functions. The platform also has kanban boards so you can see all the tickets and the status they are on and it works great to show on daily standup meetings. Pros I started using Jira when I moved into the software area and I like that is very user friendly and easy to use. You can start a ticket and include all the required information then have it approved. It has a flexible workflow and everyone can see every update on the ticket. I also like that it has analytics and charts to see the average time for different tickets and track your performance. Cons The app version can be improved, I prefer working on the web platform. Has limited size uploads. Review Source VR Verified Reviewer Analista funzionale Management Consulting Used the software for: 2+ years ### "Software per gestione progetti IT" January 26, 2023 5.0 Pros Il software permette di gestire in maniera semplice un progetto, grazie alle diverse sezioni in cui è possibile allocare correttamente i diversi task Cons Potrebbe prevedere delle funzionalità che permetterebbero una migliore interazione tra gli utilizzatori Review Source BB Burak B. It Manager Government Relations Used the software for: 2+ years ### "jira review" February 15, 2023 4.0 we want to manage our plans and we want to develop our customer relationships Pros Product is not easy to use at the beginning but after the integration it's felt we are on the correct way. Cons Our integration was easy. Some features should be develope Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing JIRA Service Management Jira has a a lot of source Review Source David H. CEO and Co Founder Computer Software Used the software for: 6-12 months ### "Great if you use Jira" November 7, 2023 5.0 Pros Jira Service desk is the help desk add on for Jira. It's great because it seamlessly integrates with Jira. If you're on Jira already it's a natural extension. Cons It's not really viable as a stand alone product but as part of the Jira ecosystem it's a nice add on. Quite steep learning curve. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) We wanted something which integrated with Jira and had features like SLA Review Source VR Verified Reviewer Helpdesk Support Analyst Hospital & Health Care Used the software for: 2+ years ### "Service Desk, a great intake tool for Jira" December 5, 2018 5.0 We needed a way to take in user issues and then sort them into the teams that need to handle them. Service desk provides a great interface for our current issue tracking system, so it was a no-brainer. Pros We use this software as a front-facing user portal to submit bugs, hardware issues, service requests, etc. I find that it performs this task admirably. Cons The system for queueing things is clunky until you figure out it's features, then it's a little slow. I would love the ability to define custom actions on the issue page to remove multiple click issue transitions, like 'transfer to x project' Review Source Koen S. Technical Support & Project Manager Computer Hardware Used the software for: 1-2 years ### "JIRA makes it easy" January 2, 2023 5.0 Once set-up it's easy to use. Very reliable and stable. Pros Easy to use with a ton of functionality. It's very reliable and works as it should if set-up properly. Cons It can be hard to set-up the software fully to your liking. There are so many options and fields to choose from. Review Source Yasser A. customer enginner Banking Used the software for: 6-12 months ### "Jira The Best " August 12, 2023 5.0 I liked jira , it really help me in my work Pros i really liked the ticketing system with workflow and the multiple filters to search Cons if i have large data somedays i fell the system is go slowly. Reason for choosing JIRA Service Management all companies advised that the jira is the best Review Source Pie O. Premium Support Outsourcing/Offshoring Used the software for: 1-2 years ### "Promising Ticketing System" January 5, 2023 5.0 Pros Using Jira, managing projects is simple. Any project feature can be divided into manageable subtasks, with the appropriate individual being assigned to each one (for example, development tasks for developers and testing tasks for testers). Even better, we can track our work on those projects and provide time estimates. Cons It has recently been difficult to seek access in Jira for our project for our peers, therefore I hope access would be a little smoother. Users will readily sign up for Jira if we rapidly receive and accept their requests. Review Source VR Verified Reviewer Computer Engineer Computer Software Used the software for: 1-2 years ### "Robust ticketing and issue tracking" July 9, 2023 4.0 Pros provides a powerful ticketing system that allows organizations to create, track, and manage support tickets and issues efficiently. Cons can have a steep learning curve, especially for users who are new to the Jira ecosystem. Review Source Daniel C. Technical Support Manager Computer Software Used the software for: 2+ years ### "Honest review" October 9, 2018 4.0 Overall I would recommend Jira, it can be time consuming to initially set up, once that is done it's smooth sailing. Pros As a software Tester, I have found over the years that Jira is essential for tracking bugs with our developers and seeing which issues are ready for deployment. This softaware can be used really for any type of business. Cons Creating Custom search filters was the hardest part, as there was not a lot of documentation at the time. I feel like there are a lot of features that are in the software that we do not utilize due to the lack of documentation. Review Source NM Nayara M. Avaliadora Information Services Used the software for: 2+ years ### "I really like jira, because it is a practical application and very easy to use." February 15, 2023 5.0 Greatly optimized the organization of the projects Pros Work management becomes clear, facilitated, and interaction simplified. Cons At the moment I have no criticism to describe about the app Switched from [Trello](https://www.capterra.com/p/211559/Trello/) Compatibility Review Source oR oskar R. Account Manager Information Services Used the software for: 1-2 years ### "Jira user experience" June 25, 2023 5.0 Good experience; this is a reliable tool and its intuitive ticketing system, seamless integrations, knowledge base functionality, and reporting capabilities it has significantly improved our ability to provide timely and effective support to our users Pros has proven to be a reliable and feature-rich solution for managing our helpdesk operations. As a dedicated helpdesk tool, it offers a range of functionalities that have greatly improved our ability to provide efficient and effective support to our users. Cons Complexity, jIRA can be complex, especially for users new to the platform or with limited technical expertise. The initial setup and configuration can require a significant learning curve, and the vast array of features and options may overwhelm some users. Review Source Luisa R. Database Officer Non-Profit Organization Management Used the software for: 2+ years ### "Jira Service desk review" January 31, 2019 4.0 I was a very happy user of Jira on the whole, and I am certainly missing it now that I have moved onto another product. I felt that it allowed many users to be involved in the issues raised, which kept all of the discussion in one central location, rather then firing off in email chains that it's easy to be omitted from. Pros This is a very useable service desk, as it allows users to communicate freely if the issue that needs to be required impacts more people than the original poster. Cons At time, Jira can be a little restrictive, but that is more to do with the way the product is set up by each organisation. Review Source GT Gregor T. Senior Operations Executive Information Technology and Services Used the software for: Less than 6 months ### "Great software overall for working as a team" June 7, 2022 4.0 Overall, it works really well. We use it for a large number of issues, mostly surrounding employee payment issues and glitches. It allows us to communicate effectively across countries (most of our payments team are in Germany or Spain, whereas my team is in the UK), with the ability to create a clear story and record of issues. Honestly, it's great! Pros I like how easy it is to communicate over issues as a team when a ticket is created. It's easy to tag colleagues, to notify others, to add further comments and photos and to share the ticket with other colleagues. It creates a very nice, open and viewable story of the progress of each ticket. I also find Jira great when requesting access to internal systems, again it creates an easy-to-understand path of the progress of each request. I like that other members of my team can comment on my tickets and that we receive emails when there are updates. Cons I don't have many complaints to be honest - the only issue has arisen when creating tickets for me, it's sometimes not obvious how the priority list works. Sometimes I have created one with critical priority, but it seems to be overtaken by some created later with the same priority level. I don't know if it's an actual representation of the urgency, or if it actually affects other teams who deal with my tickets, but it feels like it might be causing my ticket to be dealt with later than tickets of the same priority created at a later time than mine. Review Source Eusebio B. CEO Internet Used the software for: Less than 6 months ### "Comprehensive and complex in equal parts" July 27, 2023 4.0 I still feel that I don't take full advantage of the enormous amount of options. It lacks a native Mac application, it can only be used in a web version. Pros After trying many ticketing systems, I ended up with JIRA after using it with an external client. Very capable in all areas. Cons It is complex the first time you deal with it. It has a bit of a big learning curve. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cheaper with a good number of options. Review Source VR Verified Reviewer An awesome tool for full development integration Information Technology and Services Used the software for: 6-12 months ### "An awesome tool which can integrate everything for software development " December 23, 2022 4.0 Its a very good tool for enterprises for software development management Pros Its task management system is awesome and integration with code pipelines are ny favourite feature Cons Availability and bugs are worst from there side.Price is also high Review Source Remanuel A. Customer Support Officer Banking Used the software for: 6-12 months ### "Great customer support tracking" February 13, 2023 5.0 Pros Jira offers great ticketing tracking offering users great support Cons There are some features mising like the ability to add an object to the ticket 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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