# Page 5 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is JIRA Service Management the right Help Desk 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 5 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 101-125 of 762 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Patricio I. Solution Analyst Information Technology and Services Used the software for: 1-2 years ### "Poderosa herramienta de gestión de equipos de Mesa de Ayuda y Soporte." September 8, 2023 5.0 Con este producto en mi organización mejoró significativamente la eficiencia y la organización del equipo de Soporte y Mesa de Ayuda, además del control de las mismas mediante sus informes. Pros \- Interfaz rápida, intuitiva y amigable.- Se pueden asignar automáticamente los tickets a los miembros del equipo, de modo a que no queden en la cola de espera.- Tiene una alta capacidad de integración con muchos softwares de terceros. Cons \- Es complicado migrar flujos probados en entorno de Desarrollo al entorno de Producción, en un futuro ojalá tengan una manera mas simple de exportarlos.- El motor de búsqueda del producto aun tiene muchas oportunidades de mejorar.- Si se elimina un ticket, ya no es posible recuperarlo. Creo importante en un futuro puedan agregar esa posibilidad. Review Source VR Verified Reviewer Mobile Application Developer Information Technology and Services Used the software for: 1-2 years ### "Project Management Tools" December 12, 2022 5.0 Jira has reduced my time management problem by allowing me to assign all the hassle work to each individual in a quick and effective way. Pros Assign each individual task according to the priority and track all the work done by all the individuals working on assigned tasks including time taken. Cons It's very hard to learn new features of Jira. Even after working for so long lots of features are very hard to use in Jira. Plus the pricing plans are very expensive compared to other project management tools. Alternatives considered [ClickUp](https://www.capterra.com/p/158833/ClickUp/) Review Source VR Verified Reviewer PM digital experience Logistics and Supply Chain Used the software for: 2+ years ### "Ottimo strumento per la gestione di progetti " July 15, 2023 5.0 Positiva ma migliorabile. Si può sempre migliorare Pros Riesci ad avere degli scambi real time sui requisiti direttamente con i team di progetto. Utile come strumento. Cons Le etichette/icone che distinguono le varie funzionalità non sono accessibili. Migliorerei il sistema di monitoraggio dei progetti, lo renderei più grafico. Darei la possibilità al sistema di notifica(mail) di vedere direttamene in chiaro il messaggio senza andare necessariamente sul tool Review Source JR Jayanth R. Project Manager Insurance Used the software for: 2+ years ### "JIRA is a Robust Project Management tool Built for Teams, Not Just Tickets" April 10, 2025 4.0 JIRA lets us tailor workflows, request types, SLAs, and automation rules to match our exact needs. It’s not just a ticketing system — it’s a full-blown ITSM platform that integrates well with development teams using Jira Software, which really helps bridge the gap between support and engineering. The ability to link issues, escalate incidents seamlessly, and track every step in a unified environment has improved transparency, resolution time, and accountability across teams. Pros Pros of JIRA: 1) Powerful Automation Rules to set up no-code automation for ticket assignments, status changes, escalations, and SLAs 2) Configurable SLAs can be tailored by issue type, priority, or customer group 3) Good Customer Portal with Knowledge Base to find answers on my own, reducing support tickets to be created & wait times Cons Areas of Improvement for JIRA: 1) Can reduce dependency on the Atlassian Ecosystem so it's easy to integrate with other third party tools 2) JIRA can become expensive as your team grows especially for underutilized teams that still need a paid license 3) Basic reporting is decent & have to use Marketplace apps for in-depth analytics or advanced custom reports Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing JIRA Service Management We chose JIRA as everyone were familiar with the tool & had prior experience with using it. Review Source VR Verified Reviewer QA Analyst engineer Computer Software Used the software for: 2+ years ### "Jira is your ally for scrum management!" January 17, 2024 5.0 Pros The flexibility, all the things you can setup for a project to be tracked here, the board management, workflows, assignments, roles and that fits so great for Scrum teams. Cons We are lacking to have a free test cases management in Jira. Review Source MK Marta K. Head of Delivery Information Technology and Services Used the software for: 2+ years ### "A truly powerful help desk management tool" May 3, 2023 4.0 Once past the cumbersome process of agreeing on workflows and setting everything up, the journey with Jira Service Desk has been pretty smooth. I recommend it for teams looking to deal with multiple sources of tickets. Streamlining the process buys more problem-solving time, which users of our application always appreciate! Pros Easy use for the agents (help desk consultants) is why we decided on this tool. The ability to connect tasks to our regular projects in Jira Software is another winner feature because it saves a lot of time and allows better communication between teams. Cons The major downside to Jira Service Desk is customizing it. I don't know if anyone uses it straight out of the box, but for us, it was necessary to spend a couple of days customizing workflows, screens, and general settings.Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses. Review Source LP Lucas P. Senior Software Engineer Computer & Network Security Used the software for: 2+ years ### "A Powerful Software for Efficient Software Development Management" August 7, 2023 4.0 JIRA is a highly powerful software that excels in managing software development projects. With its robust features and functionalities, it offers a comprehensive solution for teams to track and organize their work. However, it can be overwhelming for users due to the extensive customization options available, which may lead to a learning curve and occasional complexity Pros \- Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects, including issue tracking, task assignment, and progress monitoring.- Customizability: The software allows for extensive customization, enabling teams to adapt it to their specific workflows and requirements.- Integration capabilities: it seamlessly integrates with various development tools and platforms, facilitating collaboration and enhancing productivity.- Reporting and analytics: it offers robust reporting and analytics features, providing valuable insights into team performance, project progress, and issue resolution. Cons \- Steep learning curve: Due to its vast customization options, JIRA can be initially overwhelming for new users, requiring time and effort to fully grasp its functionalities.- Complexity: The extensive features and configurations available in JIRA can sometimes make the software feel cumbersome, especially for smaller, less complex projects. Review Source TH Thomas H. Junior Software Engineer Retail Used the software for: 2+ years ### "Very happy 2+ years use of JIRA." July 25, 2023 5.0 Pros Pretty much everything to do with ticket management and notifications from our internal 'customers' Cons The search functionality could do with some work when looking for older tickets and the searching of 'similar requests' Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing JIRA Service Management More customization that some of the competitors but not so much so as to make it confusing to set up. Review Source MR Mohammed R. IT Specialist Real Estate Used the software for: 2+ years ### "Jira Service Desk Management" March 25, 2024 4.0 Overall I have been using Jira Service Mangement for 6 years and I love finding about new features and integrations. Pros I like the analytics and incident management part of the Jira service desk management and of course the ease of locating tickets and updating them. Cons I feel like JQL is necessary for important searches which not everyone has experience with. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Components and analytics along with use case article tracking Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "We track incoming work with Jira Service Management" August 14, 2023 4.0 I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective. Pros First of all, Jira allows us to manage customer support requests in an organized way. They can be tailored to individual squads and relatively easily monitored. All relevant details can be stored in one location in a Jira request. Jira is an easy-to-use tool and request tracker for teams, with features including customizable dashboards, access permissions, and time/effort monitoring. Cons Inadequate translation of Jira Service Management into other languages is one of its biggest drawbacks, as it results in an unnatural hybrid between English and the selected language. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) As a result of using Jira service management, my company no longer needs to switch between programs to keep track of work that has been requested or assigned by external clients. Review Source JI Jana I. Soporte Técnico de 2o Nivel Warehousing Used the software for: 2+ years ### "Muy buen aplicativo para gestión de proyectos y tareas" July 26, 2023 5.0 El uso que le doy en mi departamento es para generar los proyectos u órdenes de trabajo para realizar en servidores de nuestros clientes. Tras suimplementación, mejoró de forma sustancial cómo realizábamos las órdenes de trabajo, ya que antes, con el sistema de tickets, se perdía información a veces. Pros Una vez está configurado a tu gusto, el uso del producto es muy fácil y sobretodo, rápido. Ayuda mucho que guarde un log de cada actualización en las tareas, por mínima que sea, y que además puedas recibir un correo electrónico en cad actualización a la que estás suscrito. La integración fue relativamente sencilla El buscador también es muy útil y superrápido, así como el sistema de etiquetas, que te permite sacar estadísticas de forma rápida. Cons Me gustaría más si tuviera más opciones de personalización del texto, con un editor WYGIWYS. A veces quiero remarcar algo en el ticket y no me gusta como deben añadirse las negritas. También me gustaría que cuando finalizas una tarea, pudieras añadir una imagen adjunta con el mensaje de cierre. Review Source DS Dayley S. Web Developer Wholesale Used the software for: 1-2 years ### "Perfect task assigning tool" February 9, 2026 5.0 Brilliant. I use this daily, and is definitely a must. If you have a business where tasks must be assigned to employees then this is the way to do it. Pros Very clear, understandable, business must for setting individual tasks for users! Highly recommend. There are frequent improvements which keep getting better. Cons There has been the odd occasion where it hasn’t informed me by email that I have been included in a Jira, which is critical. But hasn’t happened in a while so unsure if this has now been ironed out with the new updates? Review Source VR Verified Reviewer Head of Engineering Financial Services Used the software for: 2+ years ### "Cumbersome and slow, but no challenger" May 2, 2023 4.0 We're using Jira to manage our tickets and it works well. There are solid alternatives and competitors in the field, so I'm not sure for how long we'll keep using jira. Pros The feature set of Jira is very wide, it is possible to achieve a lot. The ticket management system works, and it is possible to customize it a lot. Custom fields, custom status, sceens shown in transitions, automation rules based on triggers, ...Jira being extremely famous, it has the advantage of being easy to connect to virtually anything: sentry, aws, circle ci, slack, notion, figma, github, ... Cons The UI is confusing, slow, and sometime very painful. For instance, for the longest time they did not support the markdown syntax in the text boxes. I consider myself very experienced with Jira and yet, I still get lost. Especially when it comes to managing boards or project or admin settings. Reason for choosing JIRA Service Management Linear was a bit too new, and lacked the release notes feature Jira has. Switched from [Notion](https://www.capterra.com/p/186596/Notion/) Notion lacked the structure Jira has. Review Source KG Kristian G. Software Developer Program Development Used the software for: 1-2 years ### "The best project management tool on the market" April 11, 2023 5.0 10/10 Pros Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool. Cons Flexible and customizable: Jira is highly customizable, allowing users to adapt it to their specific workflows and processes. This makes it a great tool for teams with different needs.Great for agile teams: Jira is well-suited for agile methodologies, such as Scrum and Kanban. It provides features like sprints, backlogs, and boards that can help teams manage their work more efficiently.Integration with other tools: Jira can be integrated with a variety of other tools, including GitHub, Slack, and Confluence. This makes it easier for teams to collaborate and share information.Powerful reporting and analytics: Jira provides powerful reporting and analytics features that can help teams track their progress and identify areas for improvement.Large user community: Jira has a large user community, which means that there are plenty of resources available for users who need help or want to learn more about the tool. Review Source Dawit L. IT Administrator Information Technology and Services Used the software for: 2+ years ### "Effortless Collaboration and Task Management: A Closer Look at JIRA Service Management" June 13, 2023 5.0 My overall experience with JIRA Service Management has been exceptional. The platform has revolutionized our incident management process and significantly improved collaboration among team members Pros One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer. We were able to set up predefined workflows and triggers, ensuring that incidents were routed to the appropriate teams and escalated as needed Cons While Jira Service Management offers a plethora of robust features, one area that I felt could benefit from improvement was its reporting capabilities. Although the platform provides basic reporting functionalities, there are certain areas where additional enhancements would be valuable Switched from [Azure DevOps](https://www.capterra.com/p/170547/VSTS-DevOps/) One of the primary factors that led me to switch to JIRA Service Management was its focused approach to IT service management and incident tracking. While Microsoft Azure DevOps is a comprehensive DevOps platform, it lacked the specific features and customization options needed for effective incident management Review Source Alok C. Lead QA Information Technology and Services Used the software for: 2+ years ### "One of the best project management software to have" February 25, 2023 4.0 Overall, I would highly recommend Jira to any business or organization looking for a powerful and flexible project management software. Whether you're a small team or a large enterprise, Jira offers the features and functionality you need to manage your projects effectively and efficiently. Pros It helps us track our tasks very efficiently, using tools and features provided by Jira Software. Like Jira Boards, Time Tracking\\Work-logs, Reports, Email notifications, Filters and Dashboards are few which we are using most frequently. Cons It has lots of customization options, which makes it bit complex specially during initial setup. Review Source VR Verified Reviewer Software Quality Assurance Manager Maritime Used the software for: 1-2 years ### "An easy way to track helpdesk/customer facing issues, But you need put in the setup time." January 25, 2022 5.0 Pros Easily integrates with your already existing Atlassian software. Allows for a seamless flow between all other products and allows for easy crossover to keep everything in a nice and neat tidy place. Cons It takes a lot of work and elbow grease to get it set up in a way that works for your organization. There can be some learning curves as there is no out-of-the-box working way, but once the time is spent it will save you loads of time in the long run. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing JIRA Service Management We are already integrated into the Agile Ecosystem. Review Source VR Verified Reviewer Information Security Intern Human Resources Used the software for: 1-2 years ### "Best Ticket Tracking Tool" March 28, 2023 5.0 We use Jira in our organization for tracking Issues, Incidents, Knowledge Base (Confluence), track inventory & risks. All in all there's nothing Jira can't do the integrations are just endless and I feel they would never be enough. Pros Tons of features that will cater to all types of teams/organizations.The UI is intuitive and easy to learn.Gives all types insights on progress of tickets. Cons Literally no cons, maybe I need to explore it more but I already feel like I've explored a lot. Some new integrations would really help. Review Source GT Gábor T. IT Business Analyst Automotive Used the software for: 2+ years ### "Jira, one of the best ticketing tools" October 28, 2022 5.0 I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce and its chatter, JIRA is still better.There are training material, some on-boarding also available in-built for JIRA and after a few ticket, you are ready to go on your own.In every sector you can find ticketing tools, JIRA is customizable according to your needs.If a lot of people are going to use it, I recommend to have an on-premise solution with a lot of power.There are rivals to JIRA, even in-house ticketing tools, in my company now we have 2 systems, yet an IT-provider can use a lot of them, causing a chaos.JIRA is continuously being developed, there are 3rd party extensions to it, quite stable. Pros Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing Cons Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9. Review Source pM patrick M. Database Computer Software Used the software for: 6-12 months ### "patson jira review" August 17, 2022 5.0 I work with it to manage my work and to build and track the application without wasting my time this is good software to work with it Pros I was working with this software for so long it's always a great software it's a fastest product that help me track my application what I will says is, it's a great way to work with it as a developer Cons "great product ever that helps you manage all your work in one place and supplying you with great result Switched from [GitHub](https://www.capterra.com/p/129067/GitHub/) because that how it's works by combine the work like that you not going to disturb anything as a developer Review Source Amr E. Senior Scrum Master Information Technology and Services Used the software for: 2+ years ### "Jira is The Best Project Management tool" May 12, 2023 5.0 A powerful tool for service management and ticket tracking that has made a difference in my work. It has many values. JIRA Service Management is generally seen as a powerful tool for service management and ticket tracking, with many features, including customization options, automation capabilities, and detailed reporting and analytics. It can also be integrated with other Atlassian tools like Confluence to provide a comprehensive project management and service management solution. Jira is my first recommendation to anyone looking for an efficient solution for their service management needs. Pros JIRA Service Management is a powerful tool that enables teams to customize workflows, processes, and reports according to their unique requirements. It seamlessly integrates with JIRA, allowing teams to easily switch between project and service management workflows while sharing information. The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates. Automation is another impressive feature that saves a team's time and improves efficiency. Teams can set up automation to automatically route tickets to the appropriate team members, send customer notifications, and update ticket status.Furthermore, JIRA Service Management provides comprehensive reporting and analytics capabilities to help teams track essential metrics and identify areas for improvement. Reports can track response times, resolution times, and customer satisfaction scores, among other things. JIRA Service Management is an invaluable tool that streamlines service management processes and enhances customer satisfaction. Cons Limited Mobile App Functionality: While JIRA Service Management offers a mobile app, some users have reported its limited functionality compared to the desktop version. This limitation can make it difficult for teams to manage service requests on the go. Review Source AV Ashish V. Senior Architect Insurance Used the software for: 2+ years ### "Life Savior tool for Agile Projects" June 8, 2022 4.0 JIRA is becoming one shop all for all project management needs. It also act as a tracking warehouse for all project management and IT management activities in current agile world. Scrum meeting actions and stories are easy to browse compared to other existing tools on premise. JIRA is also efficient to manage code control versioning easily by rapidly varying requirements. It saves a huge cost for placeholder for our IT Asset management when migrated from traditional software Pros JIRA service management is very use friendly software in day to day project activities. JIRA has been excellent tracking tool for testing bugs, defects easily during entire project cycle. It is very effective place holder for IT asset management and project management phases. JIRA has capabilities to integrate with multiple ITSM management tools and reporting tools for effective reports and dashboarding. Cons New changes for html pages take little more time for loading when moved to production. Version controlling sometimes create hiccups during rollback period. Alternatives considered [Confluence](https://www.capterra.com/p/136446/Confluence/) Reason for choosing JIRA Service Management It is more cost effective and user friendly software compared to Confluence. It is easy to track for scrum stories and follow agile approach to avoid standard documentation hours Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) JIRA is more user friendly and easy to mange across enterprise compared to Excel. Macros behaviors were pain points during maintenance but JIRA resulted as cost effective tool for corporates model. Review Source GM Giuseppe M. Project Team Leader Information Technology and Services Used the software for: 2+ years ### "Top strumento di gestione requisiti e servizi" February 15, 2023 5.0 Ottima, sicuramente il miglior strumento di supporto nei progetti Agile per tracciamento e gestione del product backlog. Pros Mi piace molto il modo di gestire tutto ciò che va fatto su un progetto. Strumento ottimo per la gestione del backlog di progetti agili e anche della loro reportistica. Ottimo anche lonstrumento di querying e il linguaggio JQL (oltre che dei filtri di ricerca). Buona funzionalità anche quellandi gestione delle fix version. Cons Alcuni cambi potrebbero essere automatizzati. Ad esempio se in una release vviene cambiata la data di rilascio vorrei che questa si riflettesse nei ticket collegati a quel rilascio. Alternatives considered [Trello](https://www.capterra.com/p/211559/Trello/)[GitScrum](https://www.capterra.com/p/174046/GitScrum/) Reason for choosing JIRA Service Management Molto più facile da usare e sibpossono costruire plug-in da integrare (es plug-in di CI / CD) Review Source NH Niall H. Head of Information Systems Information Technology and Services Used the software for: 2+ years ### "A good option for Service Desks but check your requirements carefully" February 1, 2022 4.0 A stable, performant platform for customer support is critical and JIRA Service Management has delivered that. Pros Easy to set up and deploy, configuration is relatively easy, the platform is stable and performant. There is a good 3rd party marketplace for additional apps that can be installed. Security options like SSO are available. Customer Support is responsive and knowledgeable. Cons Reporting on SLAs is poor, overall reporting is ok but could be better. Costs ramp up significantly as Atlassian Access is required if you want SSO, this is an addtional charge per user. The pricing is done on a per user tier level e.g. 101-200 users is a price so you have to pay for 200 user accounts even if you only have 101 actual users. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing JIRA Service Management Costs, features, configurability Review Source VR Verified Reviewer Marketing Technology Manager Luxury Goods & Jewelry Used the software for: 1-2 years ### "Convenient tool but not usable" February 4, 2023 4.0 Easier ticket management for large projects and with many teams involved. In general, it is difficult for non-technical teams to understand the use of the tool Pros Definitely the collaboration and bug tracking tools. Email notifications are also very convenient and lead directly to the relevant issue. The export of open tickets with their status is also useful for internal team reviews Cons The ticket filtering tools you are responsible for or involved in are not optimal, especially in very complex projects. The general usability of the platform is also not very intuitive with many fields to fill in that are difficult to understand. Switched from [Basecamp](https://www.capterra.com/p/56808/Basecamp/) The change was necessary because by changing the service provider we inherited Jira from the new provider Review Source Talk to a Capterra advisor for free and get results within 15 minutes.