From SaaS shortlist to AI automation

Don't get left behind. Show Gralio how you work and our revolutionary new tool will return step-by-step guidance plus the exact software - or AI - to accelerate your work.

Request early access Learn more
Logo of Jira Service Management

Jira Service Management

LinkedIn Twitter

Last updated on

Ratings

G2
4.2/5
(754)
Capterra
4.5/5
(643)
Glassdoor
3.9/5
(2788)

Jira Service Management description

Jira Service Management, formerly Jira Service Desk, helps IT teams manage requests and incidents quickly. Built on the familiar Jira platform, it simplifies IT processes, enabling your teams to collaborate easily and deliver excellent customer and employee support.

Who is Jira Service Management best for

Jira Service Management is a robust IT service management solution built on the Jira platform. Users praise its seamless integration with other Jira products, customizable workflows, and powerful reporting. However, some find the pricing unclear and the learning curve steep. It's best for IT teams seeking a comprehensive solution but should be approached with caution by smaller teams due to its complexity.

  • Best for small, medium, and large businesses.

  • Ideal for IT, but suitable for various sectors like Manufacturing, Healthcare, and Finance.

Jira Service Management features

Supported

Jira Service Management offers a knowledge base via integration with Confluence.

Supported

Jira Service Management supports IT asset management with real-time visibility through its Assets feature.

Supported

Jira Service Management offers a self-service portal for simplified service administration and personalization.

Supported

Jira Service Management offers automation via triggers, conditions, and actions.

Supported

Jira Service Management supports reporting and analytics, especially for IT service management.

Supported

Jira Service Management offers robust ticketing functionality for efficient management of customer issues and requests.

Qualities

We evaluate the sentiment that users express about non-functional aspects of the software

Value and Pricing Transparency

Rather negative
-0.6

Customer Service

Rather positive
+0.5

Ease of Use

Rather positive
+0.45

Reliability and Performance

Rather positive
+0.37

Ease of Implementation

Rather negative
-0.54

Scalability

Neutral
+0

Jira Service Management reviews

We've summarised 1388 Jira Service Management reviews (Jira Service Management GetApp reviews, Jira Service Management Software Advice reviews, Jira Service Management Capterra reviews and Jira Service Management G2 reviews) and summarised the main points below.

Pros of Jira Service Management
  • Seamless integration with other Jira products
  • Highly customizable workflows for internal teams
  • Robust reporting features and analytics
  • The workflow designer is praised for its flexibility
Cons of Jira Service Management
  • False "free" claims: Many users feel the "free" service is a misleading bait-and-switch
  • Steep learning curve and can be complex for new users
  • Limited customization options for the customer portal
  • Mobile app is underwhelming with limited functionality

Jira Service Management pricing

The commentary is based on 90 reviews from Jira Service Management Capterra reviews, Jira Service Management G2 reviews, Jira Service Management GetApp reviews and Jira Service Management Software Advice reviews.

Jira Service Management is praised for its robust features and integrations, but its cost is a recurring concern, especially for small teams and startups. While some find the pricing reasonable, others consider it expensive, particularly given the need for add-ons to unlock full functionality. Licensing models are sometimes perceived as complex and limit access.

Users sentiment

Rather negative
-0.6

Jira Service Management alternatives

Jira Service Management FAQ

  • What is Jira Service Management and what does Jira Service Management do?

    Jira Service Management is IT service management (ITSM) software built on the Jira platform. It streamlines IT support processes, enabling efficient request and incident management, automation, and self-service capabilities for improved customer and employee support. It integrates with other Jira products and offers robust reporting.

  • How does Jira Service Management integrate with other tools?

    Jira Service Management integrates seamlessly with other Atlassian tools like Jira Software, Confluence, and Opsgenie. It also supports integrations with various third-party platforms through its API and marketplace apps, extending its functionality for IT service management.

  • What the main competitors of Jira Service Management?

    Top alternatives to Jira Service Management include Freshservice, ServiceNow, Zendesk, and ManageEngine ServiceDesk Plus. These competitors offer similar IT service management functionalities, often with varying strengths in areas like ease of use, customization, and pricing.

  • Is Jira Service Management legit?

    Yes, Jira Service Management is a legitimate product used by many organizations for IT service management. It's built on the Atlassian platform and offers features like a knowledge base, automation, and a self-service portal. However, some users find it complex and expensive.

  • How much does Jira Service Management cost?

    Jira Service Management offers a free plan for up to 3 agents, a Standard plan at $20/agent/month, Premium at $45/agent/month, and an Enterprise plan with custom pricing. Contact Atlassian for Enterprise pricing details.

  • Is Jira Service Management customer service good?

    Jira Service Management's customer service receives mixed reviews. While praised for helpful support and quick responses, some users find response times slow and the setup complex, leading to a less positive customer experience. Others mention inconsistent guidance and spotty features in the cloud version.

Reviewed by

MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.