# JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is JIRA Service Management the right Service Desk 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 # Reviews of JIRA Service Management Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews BT Benjamin T IT-SystemadministratorTelecommunications, 201 - 500 employeesUsed the software for: 6-12 months. “It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations.“ May 1, 2026 DG Damian G CTOInformation Technology and Services, Self-employedUsed the software for: More than 2 years. “Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better filtering“ March 15, 2026 EW Emma W Marketing ManagerE-Learning, 201 - 500 employeesUsed the software for: 1-2 years. “What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and easy to manage.“ February 22, 2026 EW Emma W Marketing ManagerE-Learning, 201 - 500 employeesUsed the software for: 1-2 years. “One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the requests I’ve submitted to different teams.“ February 22, 2026 RK Raul K Group Director of TechnologyNon-Profit Organization Management, 501 - 1,000 employeesUsed the software for: More than 2 years. “It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use.“ November 2, 2025 AP Adam P Managing consultantManagement Consulting, 10,001+ employeesUsed the software for: More than 2 years. “The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered.“ June 16, 2026 ES Elias S Marketing CoordinatorFinancial Services, 51 - 200 employeesUsed the software for: 1-2 years. “I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient workflow.“ September 9, 2025 SR Shilpa R QAInformation Technology and Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository“ October 13, 2025 ## Showing most helpful reviews Showing 1-25 of 770 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Eric T. Director, Digital Transformation Automotive Used the software for: 2+ years ### "A Great Tool in the Atlassian Universe" January 27, 2026 4.0 JIRA Service Management is a pretty simple tool to configure and use. It is user friendly and its integration with Confluence make it a powerful tool. Being able to tie KBs to the customer interface is extremely helpful. Pros As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform. Cons User management is tricky. I found that users were automatically assigned as users to JIRA Service Management. I didn't realize what was happening until I received the invoice for additional users. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing JIRA Service Management Primarily, we selected JIRA Service Management because we were using Atlassian in other areas of the organization. Integration with these components was critical. Review Source RK Raul K. Group Director of Technology Non-Profit Organization Management Used the software for: 2+ years ### "Highly customisable solution supporting omnichannel environments" November 2, 2025 5.0 I have deployed Jira service management at a couple of organisations I have worked at. It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use. Pros Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software. Cons As the tool is so highly customisable, it can take some time to configure as you require it. On the plus side, there are many third-party partners and consultancy services that can configure the platform to work exactly how you require it to work. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing JIRA Service Management It allowed us to support multiple project projects or instances for different organisations within the same workspace solution. Review Source BT Benjamin T. IT-Systemadministrator Telecommunications Used the software for: 6-12 months ### "Powerful but Complex ITSM Solution for Growing Teams" May 1, 2026 4.0 Overall, Jira Service Management is a robust and scalable ITSM solution that works particularly well for teams already familiar with Jira. While it may require time to fully set up and optimize, it delivers strong long-term value through its flexibility, automation, and integration capabilities. Pros The flexibility and customization options are standout features. It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations. Cons The initial setup and configuration can be complex and time-consuming. Pricing can also become expensive as your team grows or requires advanced features. Switched from [Inventory360](https://www.capterra.com/p/10006518/Inventory360/) Featurelist is the most important and Jira offers too many features that inventory360 is missing. Review Source VR Verified Reviewer Sales Manager Computer Software Used the software for: 1-2 years ### "Complex and Heavy ITSM Tool with a Steep Learning Curve" May 1, 2026 3.0 Pros Functional for basic ticketing and workflow tracking, but the experience feels heavy and unintuitive at times. Setup and navigation can require more effort than expected, especially for non-technical users. Cons The interface feels complex and not very intuitive, which can slow down day-to-day use. Configuration and setup also take more time than expected, especially for teams without dedicated admins. Review Source AR Arti R. Software engineer Accounting Used the software for: 2+ years ### "Powerful but Complex: My Experience with Jira Service Management" April 27, 2026 5.0 Overall, Jira Service Management is a powerful tool for managing service requests and workflows, but it takes some time to master. Once you get the hang of it, it's efficient and flexible. I appreciate the integrations with other tools and the strong reporting features. However, the initial setup can be tricky, and it’s a bit overwhelming with all the customization options. It’s a solid choice, but not the most user-friendly for beginners. Pros Jira Service Management is great for organizing and tracking requests. The customizable workflows make it easy to adapt to different teams. I love how it integrates with other tools like Slack and Confluence. It’s easy to prioritize tasks and monitor SLAs. Plus, the reporting features give clear insights into performance, helping improve team efficiency. Overall, it’s a solid tool for managing service requests and issues. Cons Jira Service Management can be a bit overwhelming at first, with a steep learning curve for new users. The interface feels cluttered at times, and customization options can be complex. It’s not always intuitive, so setting up workflows or automations takes time. Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version. Review Source MG Mike G. Member of Technical Staff Computer Hardware Used the software for: 1-2 years ### "Great software for IT/HR" January 11, 2026 3.0 Overall, this is a fantastic software with many usecases. I really see that this can be super helpful for IT administration or even HR/Benefits cases. Pros Very efficient service management panel. You can easily create and assign IT service request. Largely bug free and has all the features. This is basically a scaled down version of service now. Great customer support from atlassian and great integration with the regular jira feature. Cons Sometimes moving item and assigning it to different sprint from a service request is not the most convenient. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing JIRA Service Management Already integrated with jira so very convenient and more cost effective to go with atlassian 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 VR Verified Reviewer Hr Medical Practice Used the software for: Less than 6 months ### "Efficient and Reliable Tool for Project and Service Management" May 15, 2026 4.0 overall experience with Jira Service Management has been positive. It is a reliable platform for managing projects, service requests, and team collaboration. The reporting tools and dashboards provide good visibility into workloads and project progress. I especially appreciate how it supports Agile and Scrum practices by helping teams stay organized and meet deadlines more efficiently. While there is a learning curve, the features and flexibility make it a valuable tool for project and service management. Pros One of the best things about Jira Service Management is how organized and customizable it is. The platform makes it easier to manage tickets, track issues, and keep communication clear between teams. I also like the automation features because they save time and reduce repetitive tasks. The integration with other Atlassian products works very smoothly, especially for Agile and Scrum workflows. Cons The system can feel overwhelming for new users because there are so many features and configuration options. Some parts of the interface are not very intuitive at first, and setup can take time without proper training. Pricing can also become expensive for larger teams that need advanced features Review Source BL Bruno L. Consultant Education Management Used the software for: 1-2 years ### "Easy and value for money" April 26, 2026 4.0 Overall experience is great. Value for money is 9/10, you will not get the same features for the same price. Pros Jira is user-friendly and intuitive. It allows to easily create assets and manage portfolios, even for starters in the teams. Customer service is also a plus. Cons Layout could be optimized and customised for companies. Even it’s easy to use, modules could be added according to the needs. Review Source VR Verified Reviewer Sales Director Real Estate Used the software for: Less than 6 months ### "Easy to build service requests" May 19, 2026 4.0 Easy to create service requests and get things done with solid organization. I am a fan of the system. Pros Jira makes it easy for me to log insights and create tickets for my revenue operations team to act on. Cons Hard to find and filter for what I want being a new user. I wish I could more easily understand where to find things I need. Review Source RM Robert M. Cybersecurity Engineer Information Technology and Services Used the software for: 2+ years ### "Revolutionize Customer Experience with Jira Service Management." July 24, 2025 5.0 Offer robust features that helps to improve the customer experience and reduces workload on customer support team. Pros It offer a user friendly interface that allow support team to effectively and effortlessly manage service request and deliver quality support.Automate workflow that eliminate the management of routine and time consuming customer service tasks.Omnichannel support feature ensure customer have variety of options for reaching support team.Provide great dashboards and reports that gives data needed for decision making about service operations .Its customization feature allow creation of custom workflow,fields and forms. Cons Jira Service Management cost is a bit higher especially for a organization with big number of support agents . Review Source Keith B. Product owner Financial Services Used the software for: 1-2 years ### "This is a great tool for team building" December 28, 2025 4.0 Allow me to get up and running and working with my team quickly. Quickly able to set up stories, sprints, and Pros Ease of use and accessible training materials are easy to access made it very easy for our team to start Cons None other than had to get integration set up with my aha roadmapping tool which would allow us to create ideas and then Review Source SR Shilpa R. QA Information Technology and Services Used the software for: 2+ years ### "Great tool to handle project management " October 13, 2025 4.0 Pros Great tool for implementing project road map, project planning and management especially when it comes to agile projects Cons Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository Review Source VR Verified Reviewer Consultant Information Technology and Services Used the software for: 2+ years ### "TALK ABOUT JIRA" September 2, 2025 5.0 Jira’s UI is cleaner and more intuitive for non-developers (e.g., project managers, designers, etc.) I have sed jira in the capacity of Scrum Master rand also Project manager and have noticed that non-technical team members often find Jira easier to navigate and use. Pros Very user friendly i must say. Seems like it is the one that is basically built for agile because it handles scrum, Kanban, even SAFE quite traditionally. Cons Not sure. They say everybody hates Jira but no one, absolutely no one stops using it. Perhaps too many customization options break peoples back. Review Source MG Mario G. Security Engineer Retail Used the software for: 6-12 months ### "Core project management product" November 20, 2025 5.0 Great, very easy to use and intuitive with a lot of different features for different projects so a very positive experience. Pros Such an amazing tool for managing. It is the core of most businesses, but it has so many features that make it so powerful! Cons Not really a con, but as it has many features it can get a bit complex with how the logic works, but it is quickly to learn. 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 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 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 PS Paola S. product designer Design Used the software for: 1-2 years ### "JIra could do better" March 17, 2025 5.0 first it all, I was so easy to understand the sections but no the same with some small plugins or gadgets.But forme was a good experience with some practice Pros the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects Cons mmm I think the product will be good is It will be able to connected for more platform for designer 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 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 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 Jira Service Management tool to manage requests and incidents. Jira Service Management tool automates manual tasks and streamlines workflows. Pros Jira Service Management 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 EW Evelyn W. IT Assistant Construction Used the software for: 6-12 months ### "I used it, I loved it " May 7, 2025 5.0 Pros Really love the customer portal : clean form, users pick issue type fast, Confluence article pops automatic, and we drag ticket status easy on board Cons But learning part is rough. Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days Review Source FV Filippo V. CTO Information Technology and Services Used the software for: Less than 6 months ### "Too complicated to be used" April 30, 2025 5.0 Interesting, but to complicated. I am not very convinced to use it unless the setup will be simolificated Pros It is a very complete product, it can really help you to manage the assistance in your company. Cons It is very difficult to set up. We spent days in figuring out how to configure everything Review Source LM Lachlan M. IT Manager Information Technology and Services Used the software for: 6-12 months ### "It completed our needs " April 13, 2025 5.0 Excellent, open support tickets and management in a queue. Pros It is simple to integrate into its own management space and updates are rolled out regularly. Cons The support is slow, sending emails but never getting responses. 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.