Skip to main content
TrustRadius
Jira Service Management

Jira Service Management
Formerly Jira Service Desk

Overview

What is Jira Service Management?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT…

Read more

Learn from top reviewers

JSM is the go to help desk platform.

Rating: 8 out of 10
June 5, 2025
IncentivizedVetted ReviewVerified User
We use JSM as the internal ticketing system. It's the only ticketing system we use in our organization. It's used for tasks such as requesting IT services or submitting employ...
Continue reading
Verified user
Administrator
Jira Service Management2 years of experience

Great tool for tasks management

Rating: 10 out of 10
May 27, 2025
IncentivizedVetted ReviewVerified User
We use Jira to report, track and test bugs and new features in our software. We from customer service report it to the devs, the devs fix or improve the features, and then the...
Continue reading
Verified user
Representative
Jira Service Management2 years of experience

Jira Service Management facts

Rating: 7 out of 10
May 27, 2025
IncentivizedVetted ReviewVerified User
We are using as service desk tool plus SDLC life cycle management also we use it as business process management
Continue reading
Verified user
Manager
Jira Service Management16 years of experience

Best project management software.

Rating: 10 out of 10
May 18, 2025
IncentivizedVetted ReviewVerified User
In my company, we use Jira for project management. We use it to track work progress, bug tracking, and project management. We use it every day for tracking purposes. Our compa...
Continue reading
R PREM KUMAR
Engineer - Information Technology
Software Engineer 2
Lytx
Jira Service Management3 years of experience

Powerful and solid tool with room for growth and improvements.

Rating: 7 out of 10
May 18, 2025
IncentivizedVetted ReviewVerified User
We use it to handle all our Service Requests, Incidents and Changes. We use this for our Internal Customers (collegues who can report issues, or onboarding of collegues e.g.),...
Continue reading
Verified user
Manager
Jira Service Management5 years of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing

Free

$0

Cloud
per month

Standard

$20

Cloud
per agent/per month

Premium

$40

Cloud
per agent/per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.5
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

10
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

7.4
Avg 8.5
Return to navigation

Product Details

What is Jira Service Management?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

Jira Service Management Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Self-service tools
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

Change management Features

  • Supported: Change requests repository
  • Supported: Service-level management

Additional Features

  • Supported: Custom reporting
  • Supported: Self-service Help Center
  • Supported: Automation rules
  • Supported: ITIL-certified
  • Supported: Email support
  • Supported: Pre-built workflows
  • Supported: SLA's
  • Supported: CSAT reporting
  • Supported: Asset management integration

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFYâ„¢ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.Screenshot of Gain complete control over your assets. Connect your favorite asset management tool to reference, track, and tie requests with assets directly from Jira Service Desk. Provide end-to-end service with just a few clicks.

Jira Service Management Competitors

Jira Service Management Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese

Frequently Asked Questions

ServiceNow IT Service Management, Cherwell Service Management (discontinued), and Freshdesk are common alternatives for Jira Service Management.

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.5.

The most common users of Jira Service Management are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives

Compare with

Freshdesk

Freshdesk

Compare
HaloITSM

HaloITSM

Compare
BMC Helix ITSM

BMC Helix ITSM

Compare
TOPdesk

TOPdesk

Compare
Contact Vendor
ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

Compare
Zoho Desk

Zoho Desk

Compare
Salesforce Service Cloud

Salesforce Service Cloud

Compare
ServiceNow IT Service Management

ServiceNow IT Service Management

Compare
Freshservice

Freshservice

Compare
SysAid

SysAid

Compare
Contact Vendor
SolarWinds Service Desk (SSD)

SolarWinds Service Desk (SSD)

Compare
Cherwell Service Management (discontinued)

Cherwell Service Management (discontinued)

Compare
BMC FootPrints

BMC FootPrints

Compare
Return to navigation

Reviews and Ratings

(685)

Reviews

(1-5 of 83)

Service Desk makes help desk work easier

Rating: 10 out of 10
Incentivized
July 13, 2018
Verified User
Project Manager in Information Technology
Insurance Company, 501-1000 employees
Vetted Review
Verified User
Jira Service Management
1 year of experience
Use Cases and Deployment Scope
Service Desk is used across the entire organization for all help desk tickets, including software issues, hardware and new hire employees. It replaced an older Microsoft version we used for our help desk which was dated and hard to use and administer. We are currently looking at new departments we can add to it as well.
Pros
  • Integrates very well with JIRA
  • Easy UI for customers to enter tickets
  • Easy for help desk team to administer
  • Queues are easy to manage and reporting is solid
Cons
  • More customization on the UI front (colors, background images, etc)
  • Use a little help on the customer dashboard for checking ticket status, hard to filter active vs. closed
  • Allow more customization on the response emails to customers
Likelihood to Recommend
Perfect for tracking all your help desk tickets across the organization, including software, hardware, new hire employees, also works for change management functions for IT when things go into production environment. The approval feature for manages when employees submit a request is also very good. We are moving to allow Real Estate tickets to go as well.

JIRA Service Desk

Rating: 10 out of 10
May 30, 2019
Verified User
Analyst in Quality Assurance
Information Technology and Services Company, 10,001+ employees
Vetted Review
Verified User
Jira Service Management
1 year of experience
Use Cases and Deployment Scope
We put Jira tasks as discussion items on the follow-up decisions and actions-up Issues, which are fielded up by the meeting members concerned and discussed in the meeting. Teams use Portfolio for Jira to effectively plan by creating reliable forecasts, staying informed with realistic schedules, and effectively troubleshooting and managing releases in an ever-changing environment.
Pros
  • Polished user experience
  • Unlimited Custom Fields
  • Bugs and defect Management
  • I spend most of my working day in the agile boards! So easy to use and endlessly configurable. I can't fault it
  • It provides all of the collaborative tools we need to manage our work and maintain documentation for future reference
Cons
  • Hard to setup
  • Too many features
  • Difficult to use
Likelihood to Recommend
JIRA started out as being a bug tracking system. It has become a general purpose issue/task tracking solution. You can use it to track any task.

Great Service Desk

Rating: 10 out of 10
Incentivized
July 31, 2018
AV
Andrew Vawdrey
IT Helpdesk Technician
BambooHR (Computer Software, 201-500 employees)
Vetted Review
Verified User
Jira Service Management
3 years of experience
View profile
Use Cases and Deployment Scope
Jira Service Desk is mainly being used by our Helpdesk team to receive, answer, filter, and escalate our internal requests from employees. The main users would be our Helpdesk team as they receive all tickets/requests and respond or pass them along to other teams within Jira, but you could say it is used by the whole organization because if anyone has an issue or request it is funneled through Jira Service desk.
Pros
  • Easy to track and keep a record of issues and requests
  • Great customized ticketing portal for users to submit their issues and requests
  • Gives ticket tracking to the submitter to follow if they like
  • Easy to move tickets over to other boards with Jira if needing to escalate issues to Development or other teams.
Cons
  • Sometimes the UI is a bit buggy
  • Sometimes it locks up users and won't let people submit tickets
Likelihood to Recommend
Jira Service Desk is very well suited for any organization that also uses Jira Software for Development or other teams for their task tracking and all. Jira Service Desk makes it very easy to take the ticket and move it to another board and assign it to someone to get worked on.

Jira Service Desk Review

Rating: 10 out of 10
Incentivized
October 25, 2019
NB
Nekeisha Beaton
Helpdesk Technician III
CareerBuilder (Internet, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
1 year of experience
View profile
Use Cases and Deployment Scope
We are using Jira as a ticketing system. This is being used by the whole organization. It resolves issues with communication.
Pros
  • Notifies us of issues.
  • Seamless.
  • Organizes issues in the order received.
Cons
  • Jira has some freezing issues occasionally.
Likelihood to Recommend
Jira is our service desk project and it allows us to communicate and our customers to communicate with us. This works really well. Jira allows us to communicate efficiently.

Jira Service Desk Review

Rating: 8 out of 10
Incentivized
October 25, 2019
LG
Laura Goeb
Corporate Recruiter
Purple Communications, Inc (Telecommunications, 1001-5000 employees)
Vetted Review
Verified User
Jira Service Management
1 year of experience
View profile
Use Cases and Deployment Scope
Multiple departments use JIRA in our Company. It helps us organize our e-mails (tickets) to ensure we are keeping track of and complete all of our projects. Employees are satisfied because they can keep track of the progress or status of their issue or concern. We can assign a certain issue to specific people.
Pros
  • Keeps everyone organized, each employee can keep track of their tickets.
  • Running reports to ensure that everyone doesn't miss the SLA.
Cons
  • Attaching files can be difficult, as it's hit and miss with employees.
  • External users cannot log in to choose a specific issue.
Likelihood to Recommend
It is good for a larger company, as we have close to 2,000 employees. It is also good for someone who receives hundreds of emails daily, as it will help keep everyone on track. It is less appropriate for someone who works individually or prefers to work at their own pace.
Return to navigation