# Page 3 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 51-75 of 770 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JH Julio H. It analyst Automotive Used the software for: 1-2 years ### "Automate business process across multiple departments" January 22, 2025 4.0 Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve collaboration. Good to automate another business process from other departments like finance selling team or HR Pros It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT Cons The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing JIRA Service Management Company or manager decision, again, probably budget or scalability Switched from [Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) Company limitations basically , probably budget or scalability Review Source HN Harshad N. Technical Support Expert Information Technology and Services Used the software for: 2+ years ### "Service Management " February 24, 2025 4.0 is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs, development, or any other. It is developed in such a way that we can see past or ongoing requests easily for product planning, and internal updates. It is an easy roadway which removes delays in working management and improves efficiency. Pros 1\. It facilitates the management and tracking of the progress of all the assigned tasks. 2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively. 3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area. Cons 1\. Learning is time-consuming due to the product's complex nature. 2. Highly integrable but it is challenging to achieve. 3. Extremely costly for small organizations to buy and manage. Review Source KG Kayla G. Event Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "Efficient but Complex: A Robust Tool for Event Service Management" January 9, 2025 4.0 Overall, is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential. Pros What I like most about is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking. Cons What I liked least about is its complexity for new users, which can make initial setup and navigation challenging without prior experience. Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing JIRA Service Management Jira works with more departments than Monday - especially the product team. Review Source VR Verified Reviewer HR Recruiting Specialist Oil & Energy Used the software for: 2+ years ### "JIRA as a Project Management Tool" November 26, 2025 4.0 Pros Ease to use and great for project management when working asynchronously with teams located remotely. Cons The user interface and overall it’s a great product! I used it in different companies and was always a positive experience. Review Source BM Bharath M. Technical Support Expert Information Technology and Services Used the software for: 2+ years ### "Enterpise development management" March 5, 2025 4.0 Overall, the product is extremely helpful and supportive in removing problems that came to understand and track the progress of ongoing development and fixations on multiple issues and products of the large enterprises, mainly for other department people. It gave the facility to manage and ask questions as well. Pros 1- Jira dashboard is extremely wide that it covers all the development related problems under one roof. 2- The product is very secure for confidential updates and information of product development cycle and give a ease to see and manage those securely. 3- Extremely wide reporting and customization support provided. Cons 1\. All just due to wide features and functionality the complexity of product understanding increases. 2. I feel missing feature of graphics more to be added in the dashboard for more easy understanding. Review Source IC Ivan C. It Director Information Technology and Services Used the software for: 2+ years ### "Herramienta robusta, escalable, inteligente, segura" February 21, 2025 5.0 Pros Herramienta robusta, escalable, inteligente, segura Cons Quiza podria mejorar su interfaz, ser un poco mas actual. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing JIRA Service Management Tiene mejor relación calidad, precio, es mejor escalable. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Jira es mas robusta, escalable, inteligente, segura 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 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 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 JG James G. Director of IT Health, Wellness and Fitness Used the software for: 2+ years ### "JSM Good but Could be Better." March 26, 2025 4.0 If you have the time and capability to build and create a proper project with JIRA Service Manager, then it is great. If you don't have time or expertise, you may want to consider something else. Pros Ticket tracking and documentation integration with Confluence are both very good. Flexibility of setting up the environment Cons You must build the entire instance, default platform is too simple and not fleshed out. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reduce Costs, we were already using Atlassian for other things 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 AG Ade G. Customer success rep Banking Used the software for: 1-2 years ### "Excellent for issue resolution " July 7, 2025 4.0 Pros Jira service desk is used to escalate technical issues to our core operations tech team for quick resolution of customer issues. I like how there are different categories of logging these issues for resolution. It also has excellent tracking system and prompt notifications signifying the progress and status of issue resolution. Cons No cons really. Jira service desk is quite excellent to be honest. Maybe more themes and fonts? Yeah. Review Source DM David M. Director, Human Resources Non-Profit Organization Management Used the software for: 6-12 months ### "Does a good job for the cost." April 21, 2025 4.0 Good product which is a low cost option where you can use it to track and manage your teams work/service requests. Pros Easy to use. Easy to setup, good private value and you can track all your tickets in the system. Can setup multiple users and has great user permissions. Cons The analytics is not done well. It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress, etc. Review Source AS Abu S. IT Manager Medical Devices Used the software for: 2+ years ### "JIRA - Review " April 12, 2025 5.0 Pros Great system for ticket management and change requests. Love the watchers feature and ease of use Cons I would like there to be more flexibility on some of the features, we had to change a few processes to make it fit Review Source MJ Michael J. Digital Marketer Information Technology and Services Used the software for: 1-2 years ### "Best Software" May 26, 2025 5.0 Use to handle IT requests, incidents, and service workflows. Great for IT and DevOps teams, but not the easiest to pick up at first. Pros Highly customizable workflows, solid SLA management, and centralized ticket tracking. Native integration with Jira Software is a big plus for dev-related issues. Cons Interface can feel complicated for new users, especially those unfamiliar with Atlassian tools. Advanced setup takes time and some expertise. 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 JM Jessica M. Customer Service Logistics and Supply Chain Used the software for: 2+ years ### "Our service desk getting lots of help from it." January 5, 2025 5.0 It has empowered our IT team to provide efficient and effective support, leading to increased employee satisfaction and reduced downtime. The platform's comprehensive features and integration with Jira Software have made it an essential tool for managing our IT service desk and streamlining our operations. Pros It has transformed our IT help desk into a well-oiled machine. I love the intuitive portal that allows employees to easily submit requests, track their progress, and access helpful knowledge base articles. The automation features and customizable workflows have streamlined our processes and improved our response times significantly. Cons Reporting capabilities, generating custom reports and dashboards can sometimes require a bit of technical expertise. Review Source Edward K. App Integrations Specialist Computer Software Used the software for: Less than 6 months ### "Far to complicated to use effectively" September 8, 2025 2.0 Pros The product can be configured in many different ways to support your requirements, and it's good value for small teams. Cons The user experience as both an admin and user is terrible. It's impossible to find anything and use in a meaningful way. The learning curve was too steep for me any my clients to find any value in the product. Alternatives considered [Trello](https://www.capterra.com/p/211559/Trello/) Reason for choosing JIRA Service Management We didn't. We switched back to Trello as Jira was too cumbersome to use. 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 NR NehA R. QA Manager E-Learning Used the software for: 2+ years ### "Jira Bug Tracking " January 30, 2025 5.0 Overall, I am very Happy with Jira for bug tracking and linking to parent tickets Pros It is easy to link story and test tickets together Cons Sometimes, Jira shows loading issues when opening attachments Switched from [Bugzilla](https://www.capterra.com/p/119057/Bugzilla/) Company level change was implemented for all employees. Review Source VR Verified Reviewer Sr associate Information Technology and Services Used the software for: 1-2 years ### "Industry standard ticketing tool in the market " March 11, 2025 5.0 tool is one of the best ticketing tool in the market. Pros is one if the best ticking tool in the industy. It easy to track all the tickets in one place Cons The responsive time for loading the page might take little longer 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 tool to manage requests and incidents. Jira Service Management tool automates manual tasks and streamlines workflows. Pros 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 MR Matheson R. IT Operations Specialist Computer Software Used the software for: 6-12 months ### "Great Product!" January 6, 2025 5.0 I use as a ticketing system as an IT helpdesk Tech. I love this product and it helps me to keep track of all my work as an individual. Pros The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets. Cons There is not much to dislike about my use of the product,, I think the one thing that was nice that is no longer in use is the ability to filter your workload in the filters section. Previously I was able to easily filter my workload to show how much I had gotten done in X amount of time but I am no longer able to do that in the way I had previously. Review Source RH Rita H. Paralegal Information Technology and Services Used the software for: 1-2 years ### "JIRA-Legal" January 14, 2025 4.0 Mostly positive. Being in the Legal group we have found another system that works better for us. Pros JIRA is a good ticketing system and works well for I/T management - even though I am not in I/T. Cons There is a double-edge sword meaning, all of the history stays with it, meaning, the ticket becomes very long, but then again, all the history is long. I also have had problems adding someone to a ticket where they can input. Review Source TN Tomas N. Head of product Information Services Used the software for: 2+ years ### "Multifunctional tool but too complicated" December 7, 2024 4.0 Serves the purpose but its not great UX. Pros Lot of functions so we are able to customize it for our needs Cons UX, complicated setup and plugins which doesnt work as expected 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. Talk to a Capterra advisor for free and get results within 15 minutes.