JIRA Service Management Reviews

Our primary use case is for customer service and customer requests. We also use it to set SLAs and as a general help desk. We are customers of Jira.

The solution has improved company functioning by providing more transparency, in my opinion. Our business is already working out of JIRA, so it connected directly with the platform rather than requiring us to move between several different platforms.

The reporting is a great feature. I also like being able to create customized forms which is extremely helpful.

If you raise a ticket with Jira, the portal doesn't enable any capability to see your other JIRA tickets, only the parts that are in the plugin for the service management. That's not a great experience because we have project teams that work out of their own Jira backlogs, so unless it's a link to a ticket in the JSM, there's no visibility for the customer in one single location.

I've been using this solution for two years. 

We haven't had any issues with performance, other than issues related to being on-prem. It's a stable solution.

The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets. In terms of expanding, it's fairly straightforward. We have over 5,000 users in various roles including managers, developers, HR - it's across the board. In terms of maintenance, we have the main administrator and then a couple of guys that help out.

We transitioned from Salesforce to Jira Service Management mainly because a lot of our teams were already working out of Jira for their own project tracking. It just allowed us to bring everything together rather than working in different systems.

The initial setup was fairly straightforward and was carried out by an in-house team.

I would suggest looking into your current layout and requirements, evaluating them and then figuring out the best option in terms of how you want things categorized and broken down from both a customer perspective and a backend perspective before you try to build it out.

Despite the few downfalls, its cost is still very good compared to other holistic systems. A big reason for getting the switch approved was that the cost was substantially lower than other solutions. I can't speak for the cloud experience, I'm sure it's a little easier than running on-prem, which is very administrator heavy when you want to do a lot of automation or post functions. It's important to be prepared for that. Depending on how your organization is set up, you're likely to need your admin to do those things.

I rate the solution seven out of 10. 

We are using JIRA Service Management for change of management.

JIRA Service Management is a very user-friendly solution.

JIRA Service Management could include more AI features.

I have been using JIRA Service Management for one year.

JIRA Service Management is a very stable solution.

I rate the solution an eight or nine out of ten for stability.

Around 50 users are using JIRA Service Management in our organization on a daily basis.

I rate the solution an eight or nine out of ten for scalability.

I would recommend JIRA Service Management to other users.

Overall, I rate the solution an eight or nine out of ten.

We are a services-based organization providing software services to our customers.

This product is great at providing end-to-end project management for creating dashboards, for test case management, bug defect management, and the like. The management aspect is a key valuable feature. 

I think test case management could be more efficient. It currently requires two plugins which makes it less effective. At the moment with Jira, there are various products not included in the license such as CI CD pipeline or Atlassian Bamboo. Even if you take a bundle, these products are considered separate. On the other hand, if you buy an enterprise version of Microsoft Azure DevOps, a competitor of Jira, it's a one-stop solution on a single platform. 

I've been using this solution for over 10 years.

The solution is stable. 

The scalability is good. 

We don't use the technical support very much. Jira provides good documentation. 

Jira's advantage is in the straightforward set up. It's very easy in comparison to other tools. Deployment generally takes two to three weeks before we can go live. We use a third party for our deployments. The infrastructure environments vary from client to client. The deployment requires testers, developers, a technical architect, as well as project and service managers. 

The cost of the product is not very expensive but if you need to buy other plugins such as Confluence, it costs extra. I would recommend choosing a bundle option, if Atlassian gives you that option with Jira Confluence.

We also deploy Microsoft Azure DevOps. The client generally decides which solution they want to go with. The added advantage with Microsoft is that it's a one-stop solution whereas Jira's benefit is that it offers a less expensive product. 

I rate this solution eight out of 10. 

The solution is mainly used for testing the product. It's for managing the team and the BI team among others.

The service management aspect of the solution is excellent.

The solution has good cloning capabilities. Our team was happy with it.

The initial setup is easy and straightforward. 

Overall, it's the best option on the market, after looking at other products.

The solution needs to be integrated better with Office X5. We use that often and need Jira to be able to effectively communicate it.

Right now, my judgment of the solution is based on their trial version. I haven't likely experienced the full functionality and features that are already there. That's why I cannot give you the highest measurement for performance. A paid version may have much more to offer clients.

I haven't experienced asset management within the product. In the IT field, assets are the biggest issue for the life cycle of any service within IT. I didn't see this part, and I'm not sure if that functionality is already presented within Jira. I saw it in other products, however, in Jira I didn't find it. Maybe it comes at an extra cost, and this is in a paid version.

I've used the solution for about four months or so.

I don't have experience with stability. My team would know more than I do.

I'm planning to expand and change the license type, from the free one and to the professional one, in order to get more functionality and features. Our target is to do so in the coming year. Our plan is to increase usage. 

For the time being, we only have a limited number of people in the office using the solution. There are maybe only seven or eight of us on it right now. 

We haven't needed to contact technical support yet. So far, everything has been very straightforward and we haven't needed help.

The initial setup is not complex or difficult. It's straightforward. 

I handled the initial setup myself, in-house. I did not need the help of a consultant or integrator.

Right now, I am using the free version of the solution.

I'm comparing different desk and service management platforms. Jira is one of the top selected products, especially for the project management cycle. Jira was the best. I've tested many options, and many of them are well-known brands. 

I'm just a customer.

I'd rate the solution at a nine out of ten. We've been happy with the product so far. 

I would recommend the solution to other users and organizations. 

One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.

It helps us shape it for our project management workflow. We are a software development team, a software company. Internally, we also use Microsoft Team Foundation, or TFS, for our development team, while we use JIRA Service Desk for our contact points. We use JIRA for the CRM and Microsoft Team Foundation for internal use.

We designed a single page on JIRA and classified it into three parts. One part reports software bugs, another part to report requirements about software development, and the last part for other requirements or needs. The customer can follow the links that we share. The system also sets permissions for our customers. I think we shared the agent mode. JIRA has two modes, one for administration and one for customers. We shared the customer mode.

Usually, our customers need two permissions, depending on their hierarchy. One level is the manager and the other is for a regular customer. We share it with our customer at two levels. The manager sees all of the requests that are sent from the organization. The regular user-level allows one to view only their own request.

It is simple to use. It is clear for our customer, who usually don't know English very well. The simple user interface helps them use the software.

An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.

For Service Desk, I think the product now is very good and complete. Only the management dashboard for customers is a feature we would like to see in a future release. Maybe it is available already and we just can't find it.

JIRA has very good stability. We haven't had any problems with it.

We use JIRA in parallel with TFS. We connect them with a JIRA provided API. We use this API to connect with other products. Sometimes we must program for it to download some plugins and add to JIRA, for example. We can connect JIRA with other products this way.

One of our technicians did the setup. I am the manager of a technical support team and I delegated this part of the project to one of my technicians. I think he ran a Windows server for the deployment. He installed JIRA on it and configured it. He searched how to install JIRA on a Microsoft Windows server and read the manual. I think we had no problem with the deployment process. He set it up, but I didn't hear about any problem with it.

Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.

It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this with other products, like Microsoft's for example. We usually get them free. We have no problem using the full feature set free.

I searched about the top CRM in the world and compared features. Eventually, we selected JIRA.

I would rate this as nine out of ten. If they add a dashboard for management customers, it would be a ten.

We use JIRA Service for our help desk, our procurement processes, and for our financial approvals. We also use it for our technical team collaboration with lines. I'm a program architect.

I think it's very easy to develop any process inside Jira Service Management, you can build any software with it. It's simple to use and user-friendly. It's based on a technical system, but you can move any process into JIRA Service Manager very easily. Its workflow design is very simple and that's why people prefer this product. I think it's currently the best solution on the market.

Service Management currently lacks an asset management module that can make deployment more difficult. We recently had to purchase SolarWinds Asset Management to cover that aspect.

I've been using this solution for 10 years. 

The solution is stable. 

We have around 700 users so the solution is scalable.

The customer support could be improved. 

We used two or three of our developers for the initial setup and they also manage the server. It's not a large team.

Licensing costs are on the expensive side. 

The solution is suitable for mid-sized or enterprise companies and I rate it 10 out of 10. 

One use case is to communicate with customers. We have a lot of customers who are facing issues with products and they can raise the request from the customer portals. Internally, we'll also use it for the IT team and the Jira team. If any configuration changes or any new projects need to be created, or any configurations to be implemented, et cetera, we have a service management project and they will raise their tickets.

The SLAs are great. With SLAs, we can try them out. If you are providing solutions or responding to customers, it's great. 

The flow of the reports is good. I don't see any features or anything that is lacking. Everything is good on the JIRA Service Management, in terms of what they have provided.

It's easy to set up.

We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better. 

When we do a clone of a particular issue, it needs to ask certain things like system fields at least, to copy them or not. One thing which I did not like, is whenever we are moving a request from one project to another project, if, during that time, for example, a resolution has been fixed and now I am moving that issue to a particular work in progress status, during that time the resolution needs to be clear. JIRA applications are not providing the information. It is not clearing it in the backend.

If we are moving from one issue to another, we are waiting for support to resolve them. During that time window, a resolution is mandatory and it is not prompting us to resolve anything. Due to this, sometimes the reports might not get properly recorded.

I've been using the solution for the last four years. 

Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost. Overall, it's stable, about 99% stable.

Currently, the number of users on Jira Service Management is around 300 plus users - maybe as many as 400. In terms of Jira software, we have 1400 using it.

It's a scalable product.

We do have plans to increase the licensing in the future.

Technical support has been helpful. We are satisfied with the level of service. 

The implementation is straightforward.

I wrote the automation. I used automation for the Jira app, and in the backend, in the workflows. I used a validator with the script. Based on that, I pulled some conditions. It was easy.

I'm not aware of the exact pricing. It's my understanding that, compared to Service Management, the price is a little higher, however, the Jira software price is okay. It's a good price.

I'm just an end-user.

We are on the cloud, and therefore using the latest version. They release new versions and fixes automatically and we can take advantage of them right away. 

Others need to be aware of how we need to use service management first. They need to know the queues and the SLAs. They need to understand the configurations also. 

I'd rate the solution nine out of ten.

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

I've been using Jira for the last 10 years.

Jira is of course very scalable.

We haven't faced any technical issues so far. Standard and premium support are both available 24/7, so I'm guessing it is going to be good. 

Setting up Jira was very easy. The interface is good. Implementation is simple. One person can set it up by himself.  And the user experience is really good in Jira. 

For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay. 

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.