# JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is JIRA Service Management the right Incident Management solution for you? Explore 764 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 (764) 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 # Reviews of JIRA Service Management Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews 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.“ November 26, 2025 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 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 KP Katrina P IT AnalystComputer Software, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows“ November 23, 2025 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 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 764 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Hameeda T. Technical Analyst Financial Services Used the software for: 1-2 years ### "Solid Tool For Managing Support Requests" March 16, 2026 5.0 Pros Easy to set up, integrates well with other Atlassian tools, and helps teams track issues quickly and more effectively. Cons Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered Review Source kB katie B. Business Analyst Oil & Energy Used the software for: 6-12 months ### "Jira - great tool" March 11, 2026 4.0 I now enjoy working with Jira service management now that I have been using this each day for the last year. It is a great tool to spilt out work items and mange these each day using a kahban board , this shows easily what work items we have completed , that are in review/ready to start or in progress. Pros I like that Jira service management allows me to track IT projects and allocate work items to the developers working on the project. There is a function that times stand ups which we hold each morning to discuss our work items. If working in an agile framework you can set Jira up to run your sprints , currently we work in 2 weeks sprint. Cons Quite hard to set up to start with but once the projects are set up it works well. There is a lot of admin work to add all the tasks however this would be the same as any project set up. Review Source VR Verified Reviewer Sr People Ops Banking Used the software for: 2+ years ### "Ticket Management and workload distribution in one place" November 8, 2025 3.0 Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members. Although it's a bit expensive, the customer support and capabilities of the platform are somehow worth it. Pros JIRA Service Management allows all teams to get their service desk/team support tickets in one place and distribute workload efficiently. It's key for teams that work with agile methodologies or scrum. Cons Being able to customize everything is an amazing thing but it also requires a lot of training or external documentation to read and learn before taking action. We are always afraid of messing things up and affecting somebody else's issues or requests. It's also a pity that we Admins always get to see the content of spaces, because in the HR team we want to have onboarding/offboarding tasks but some of them are confidential and we can't risk having IT or Tech members reading it. Review Source 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 VR Verified Reviewer Talent Development Program Manager Financial Services Used the software for: 2+ years ### "Highly Customizable & Complex" April 6, 2026 5.0 Pros Jira is so incredibly highly customizable! You can ensure that all tickets are properly handled by requiring specific fields to ensure data capture and integrity, and reporting on SLA adherence. Cons Complexity begets complications sometimes… As a project admin, at times I would be overwhelmed with all of the optionality! One should start small (land and expand). Review Source CB Charles B. Service Delivery Manager Health, Wellness and Fitness Used the software for: 2+ years ### "JSM Is The Clear Winner" February 23, 2026 5.0 Overall, I am beyond ecstatic with the product. The ease of use and custom functionality paired with automation is phenomenal! Pros The ability to have all our ITSM processes incorporated into the same system used for all other customer value streams is ideal! Cons The only con I have for this platform is that every person who looks to improve daily processes needs to be knowledgeable in the configuration side. Review Source DG Damian G. CTO Information Technology and Services Used the software for: 2+ years ### "Cold Tacos" March 15, 2026 4.0 Pros From user perspective i like how easy it is to use, creating multiple specific dashboards, and very good UI/UX when working Cons 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 Review Source EW Emma W. Marketing Manager E-Learning Used the software for: 1-2 years ### "Good project management tool/ticketing system" February 22, 2026 4.0 Pros 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. It makes it simple to separate priorities while still maintaining overall visibility. I also appreciate the ability to assign priority levels to each ticket, ensuring teams can effectively triage and focus on the most important requests when managing a high volume of work. Cons 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. They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be. Review Source SS Sheni S. Course Advisor - sales Education Management Used the software for: Less than 6 months ### "Jira for service management! " March 27, 2026 4.0 Customer support is very responsive when it comes to assisting with thd initial learning and implementation. Once thr initial learning is done, it is very easy to use. Pros Easy to use project management tool with several features on a user friendly interface. Supportive and responsive customer service. Cons There is a steep learning curve that make it difficult to implement in large organizations. Implementation is tome consuming and costs are high with necessary add ons. Review Source LN Luciano N. Senior Film Technician Education Management Used the software for: 6-12 months ### "Good for workflow" March 9, 2026 4.0 Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time Pros good to organise tickets & help team members to complete the tasks. We have team meetings that help to clear any outstanding tickets Cons not much comes to mind as I am just a on the ground worker, load times sometimes take a while & website sometimes doesn't update 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 SK Sandrine K. Account Manager Marketing and Advertising Used the software for: 2+ years ### "The Best Service Management Tool I have Experienced." July 15, 2025 5.0 The platform have a quick set up and is highly adaptable Also help to deliver exceptional customer experience so fast. Pros This tool has an intuitive and clean interface that make it easy to get started with ticket management and service request.Provide customizable workflows that fit every specific need.Excellent reporting and analytics. Cons Jira Service Management lacks seamless integration with some of our platform that we use in our organization. Review Source FH Freda H. VP Sr. Manager Operations Technology Capital Markets Used the software for: 1-2 years ### "JIRA service Management is a home run for Enterprise Solutions" January 24, 2025 5.0 Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to build applications that were seamless to our mission and common goal driven by the business units needs to innovate and modernize the outdated systems. Pros Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve greater client and customer interactions team became much more cohesive Cons Some templates did not fit the needs or use case plan we reviewed or wanted to establish. 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 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 KP Katrina P. IT Analyst Computer Software Used the software for: 6-12 months ### "JIRA Service Management Review" November 23, 2025 5.0 I use it to manage my tasks and workflows and to track issues. It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows Pros I like that JIRA is easy to use and has a good customer support team. It allows for easy project management and helps to identify bugs/issues. Cons I do not dislike anything about the software. I have found it a good place for managing tasks and workflows. Review Source OS Olga S. Automation QA Engineer Financial Services Used the software for: 2+ years ### "Efficient and Customizable ITSM Tool for Streamlined Workflows" October 8, 2024 5.0 My overall experience with JIRA Service Management has been positive. It is a powerful tool for IT service management, especially for organizations already using the Atlassian suite. While there are some complexities in initial setup and configuration, once you're familiar with the system, it significantly improves workflow efficiency and collaboration across teams. The ability to integrate with various tools, automate processes, and generate detailed reports adds substantial value to any IT or support team. Pros What I liked most about JIRA Service Management is its flexibility and scalability. The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother. The SLA tracking and reporting features are particularly valuable for tracking performance metrics, and the interface is intuitive, helping teams stay organized and collaborative. Cons The downside of JIRA Service Management is the learning curve. New users might find it overwhelming at first due to its range of features and customization options. Additionally, while the platform offers a lot of flexibility, setting up these configurations can be time-consuming, especially without technical expertise. Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity. 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 SB SREEREKHA B. QA Analyst Banking Used the software for: 1-2 years ### "Usage os jira service management" May 1, 2025 4.0 It is good to use to submit defects and track their resolutions Pros Its very good to use for defect management Cons None actuallly it worked well to submit defects and for tracking their resolutions 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 MR Matheson R. IT Operations Specialist Computer Software Used the software for: 6-12 months ### "Great Product!" January 6, 2025 5.0 I use Jira Service Management 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 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 KP Khevana P. CRM Lead Professional Training & Coaching Used the software for: 2+ years ### "Simple Service Management" September 23, 2024 5.0 We have been using the JIRA service management for the last 4-5 years to manage our different internal projects and other support requests. It made it really easy to manage those along with the implementation projects and integrate them with other tools with ease. Pros Ease of onboarding and managing different types of support projects Cons We just love this piece of tech and there is nothing specific that we don't like. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.