JSM is the go to help desk platform.
June 05, 2025

JSM is the go to help desk platform.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Jira Service Management

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 employee requests to HR. JSM has been suitable for our needs, as it's part of the Atlassian suite, which allows us to keep documentation in Confluence and manage projects within Jira.

Pros

  • Customizability
  • Adaptability
  • Automations

Cons

  • Ease of sharing forms externally (for those not in the org).
  • The ability to customize the issue collector better.
  • Increase functions of automations.
  • Customers are able to track their tickets so it's more organized.
  • Increased accountability for those fulfilling the request.
  • Ease of documenting tickets for audit purposes which is important.
Overall, pretty great tool. It meets the needs of my organization. I appreciate the ability to customize fields and set different values for them. I want to request customized fields that we can grant project admins access to create, as currently, only Jira admins can make these modifications. My organization is on the premium plan, so the price is acceptable, but it's pricey per agent when we only need to add someone for minimal purposes. There could be an intermediate license that costs less, something like a light agent.
We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the foreseeable future, I do not see us moving off this platform.

Do you think Jira Service Management delivers good value for the price?

Yes

Are you happy with Jira Service Management's feature set?

Yes

Did Jira Service Management live up to sales and marketing promises?

Yes

Did implementation of Jira Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy Jira Service Management again?

Yes

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Jira Service Management Feature Ratings

Incident and problem management
6.8
Organize and prioritize service tickets
8
Self-service tools
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management ()
Not Rated
Change management
8.0
Service-level management
8

Comments

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