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Jira service management reviews
3.6 (5 reviews)

Jira Service Management is a comprehensive solution for managing customer service and support requests. It streamlines service desk operations, improves response times, and enhances customer satisfaction. Key features include request tracking, automated workflows, self-service portals, and robust reporting capabilities. This software empowers teams to deliver exceptional customer service while reducing costs and increasing productivity.

  • 01Pros and cons from reviewers
  • 02Main features
  • 03What is Jira service management?
  • 04How Jira service management compare to similar software?
  • 05Who is Jira service management best for according to our reviewers?
  • 06Jira service management reviews

Pros from reviewers

  • Exceptional incident resolution efficiency: JIRA Service Management has greatly enhanced the incident management process by facilitating quick and effective responses to emerging issues

  • Centralized incident ticketing system: The software allows for the creation of a centralized system for incident tickets, providing full visibility into ongoing incidents

  • Automation features: JIRA Service Management offers automation features that enable the establishment of predefined workflows and triggers, ensuring incidents are directed and escalated correctly

  • Central management of queries: The software improves work conditions and enhances visualization and efficiency by centrally managing queries, support, and information distribution

  • Integration with Jira: JIRA Service Management integrates perfectly with Jira, allowing for seamless story/epic creation from internal customer requests and easy transfer of information.

Cons from reviewers

  • Dependence on plugins: Certain features in JIRA Service Management require plugins, which some users find inconvenient

  • Limited reporting capabilities: While JIRA Service Management offers basic reporting functions, users have expressed a need for more advanced and customizable reporting options

  • Complex interface: Some users find the screen difficult to navigate due to its multifunctionality, which can make it hard to locate frequently used functions

  • Insufficient translation: The software lacks comprehensive translation into other languages, resulting in an uncomfortable mix of English and the selected language

  • Poor customer service: Users have reported negative experiences with the customer service team, including difficulty in getting support and resolving issues.

Main features

Starting Price

N/A

Free Plan

No

Power Ticket Management

Flexible Customization

Seamless Collaboration

Insightful Analytics

Time-Saving Automation

What is Jira service management?

Jira Service Management is a comprehensive software solution aimed at streamlining and automating IT service management processes. It allows businesses to provide excellent customer service and manage their internal workflows effectively. The platform enables teams to track and prioritize customer requests, manage incident resolution, and automate tasks. It also offers robust analytics and reporting capabilities for performance insight and improvement identification. Jira Service Management can be customized to fit any organization's unique needs, making it a vital tool for IT service management. It is designed to optimize service delivery, enhance customer satisfaction, and drive business success for both small startups and large enterprises.

Who is Jira service management best for according to our reviewers?

  • IT Service Management Teams: These teams can benefit from JIRA Service Management's concentrated approach to incident tracking and IT service management. The software provides a centralized incident ticketing system and automation features for predefined workflows and triggers

  • Project Management Teams: Particularly for small projects, JIRA Service Management can be used for task management and workflow. It facilitates sharing and discussing issues with project members in other companies or remote locations

  • Resource Management Teams: JIRA Service Management excels in resource management, effort tracking, and dashboard resource assignment. It allows for tagging and central management of queries, improving work conditions and enhancing visualization and efficiency

  • Customer Support Teams: JIRA Service Management enables these teams to handle customer support requests in a structured way, customizing them to individual teams and tracking them with relative ease. It provides features such as customizable dashboards, access permissions, and time/effort tracking

  • Small Organizations: JIRA Service Management is easy to set up for small organizations with specific needs for intake forms. It allows for customization without rigorous development and integrates perfectly with Jira instances, allowing for seamless story/epic creation from internal customer requests and easy transfer of information.

    • Jira service management reviews

    3.6

    Jira service management rating

    4.2

    Ease of use

    4.3

    Customer service

    4.3

    Value for money

    4.2

    Likelihood to recommend

    4.5

    Features

    5 Jira service management reviews

    3.6 (5 reviews)

    • Albert Williams

      Effortless Remote Work Enabled by Time-Saving Automation Features

      it's allowed us to work remotely without any hitches. The automation features have saved us a lot of time and effort

      May 4, 2024

    • Cade G

      Experiencing Jira Service Management's Unique and Meticulous Customer Service Approach

      I've had quite an interesting experience with Jira Service Management's customer service, which reminded me of Etsy's unique approach. They have a firm stance on their policies, which I find commendable as it shows their commitment to maintaining a consistent system. Their billing system is quite meticulous; if you or someone else grants a person/agent access to the sites, you need to be specific about which site you're granting access to. This level of detail ensures that there's no room for error. For instance, three agents are free, but adding a fourth transitions it to a standard plan. When I first saw the bills, I was intrigued and felt it was a good opportunity for me to understand their system better. It's quite refreshing to see such a steadfast approach to customer service.

      April 28, 2024

    • Gerald M

      Appealing Platform

      I appreciate the user interface and customization options in Jira Service Management, but I find the reliance on plugins for certain features somewhat inconvenient.

      April 23, 2024

    • Julie N

      Proactive Account Management: My Positive Experience with Jira Service Management

      My experience with Jira Service Management has been nothing short of fantastic! They have a unique feature that ensures your account stays active and up-to-date. If you don't log in for a few months, they send you reminder emails to keep you in the loop. I found this to be a great way to keep my account secure and my data fresh. The emails ended up in a separate folder, which was a pleasant surprise as it kept my main inbox clutter-free. It's not like the account was inactive for years, just a few months! I didn't need to log in frequently during that time, but I appreciated their proactive approach to account management. I'm so glad I chose them and I highly recommend others to give Jira Service Management a try!

      April 15, 2024

    • Susan E

      Exploring the Agile Capabilities of Jira Service Management

      I am genuinely excited about the Jira Service Management software! It's specifically designed for agile use and while it may not provide extensive story point statistics, it does offer a unique perspective on sprint planning. This is a key reason why people are sticking with Jira and Confluence. The essential tools for basic Agile are cleverly integrated within the system, making it a worthwhile investment. Story Points are incredibly useful in sprint planning, which is a major part of Jira for most users. It's impressive to see how it has evolved over the past decade, with the addition of more features that enhance its functionality. I am particularly thrilled by the fact that to access the Agile Roadmap, Story Point charts and reports, or to track features separate from Epics, there's an option to upgrade. This shows Jira's commitment to providing a comprehensive service to its users. It's clear that Jira is constantly adapting and innovating, making it a reliable choice for project management.

      April 14, 2024

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