Jira Service Management Overview

Jira Service Management offers flexible IT service desk and ITSM software designed for future needs. A free trial of Jira Service Desk is available today.

Use Cases

Customers recommend Helpdesk Management, Workflow Management, Collaboration, as the business use cases that they have been most satisfied with while using Jira Service Management.

Other use cases:

  • Onboarding
  • Knowledge Management
  • Engagement Management
  • Measuring Customer Satisfaction
  • Sending & Publishing Communications
  • Products & Pricelist Management
  • Community Building
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Business Priorities

Enhance Customer Relationships and Improve Internal Communications are the most popular business priorities that customers and associates have achieved using Jira Service Management.

Other priorities:

  • Improve Efficiency
  • Acquire Customers
  • Manage Risk
  • Scale Best Practices
  • Improve ROI
  • Launch New Products
  • Grow Market Share
  • Build Brand Awareness
  • Improve Visibility
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Jira Service Management Use-Cases and Business Priorities: Customer Satisfaction Data

Jira Service Management's features include Ticketing, Alerts: Popups & Notifications, Templates, etc. and Jira Service Management support capabilities include Chat Support, Phone Support, Email Support, etc. also Jira Service Management analytics capabilities include Custom Reports, and Analytics.

Peer review evidence (same sources as the product rating summary)

"...Butler for Trello, to help automate some integrations Risk Assessment Engine , for Jira Service Desk to help triage requests..." Atlassian Summit 2020 Announcements and Post Mortem
"...Farquhar notes that: Jira Ops guides your team through the response workflow and automates common steps like creating a new Slack room for each incident. ..." Atlassian Snaps Up OpsGenie, Launches Jira Ops
"...The Atlassian Cloud Enterprise offers customers unlimited flexibility to adapt to the ever-changing collaboration needs of teams across global organizations of any size...." Atlassian Remote Summit: What is new / expected for Atlassian Cloud

Jira Service Management, Lokalise, NinjaOne (formerly NinjaRMM), Giva, Cayzu Help Desk, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Jira Service Management Customer wins, Customer success stories, Case studies

How can Jira Service Management enhance your Helpdesk Management process?

What benefits does Jira Service Management offer for Workflow Management?

How can Jira Service Management optimize your Collaboration Workflow?

How can Jira Service Management enhance your Onboarding process?

What benefits does Jira Service Management offer for Knowledge Management?

11 buyers and buying teams have used Cuspera to assess how well Jira Service Management solved their Help Desk needs. Cuspera uses 746 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

 

Atlassian Says AI Tailwind Is Building as Cloud Growth and Rovo Adoption Accelerate

Atlassian reports significant growth in AI and cloud services, with Rovo AI adoption increasing 50% quarter over quarter. Cloud revenue rose 31% in Q4, driven by customer expansion and cross-selling.... The company plans to monetize metered AI capabilities by December, enhancing profitability. Atlassian's enterprise salesforce is expanding to support continued growth in AI and cloud offerings.

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US Space Force - Government Administration - Large

Washington D.C., USA

US Space Force used Atlassian tools to modernize its mission-critical launch ticketing and verification systems. By deploying Jira, Jira Service Management, and Confluence, the team saved 120 hours p...er week and increased launch cadence by 70%. The new solution replaced outdated custom platforms, cut development time, and improved operational readiness. Teams now automate ticket tracking, share real-time updates, and streamline mission assurance processes. The project went from concept to launch in just six months, enabling rapid iteration and secure collaboration.

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United Airlines - Transportation/Trucking/Railroad - Very Large

Chicago, USA

Atlassian Cloud Enterprise helped United Airlines deploy 5 times faster. The airline moved 5,000 employees to Jira and Confluence Cloud. United cut Agile coaching planning time by 80%. They now have ...99.95% guaranteed uptime and improved security. The migration enabled better team collaboration and freed up time for innovation.

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trivago - Internet - Medium

Düsseldorf, Germany

Atlassian's Teamwork Collection helped trivago cut meeting overload and improve collaboration. The company shifted 340 hours of meetings to Loom videos and 20% of employees saved over an hour daily w...ith AI. Legal saved 200+ hours each year using Rovo Agents. Teams now use Confluence whiteboards and Rovo for faster knowledge sharing and action. Atlassian unified trivago's tools, saving time and money while boosting productivity.

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Thumbtack - Internet - Medium

San Francisco, USA

Jira Service Management helped Thumbtack automate 15% of support tickets using an AI-powered virtual agent. The company saved 60% on annual tool costs, totaling over $60,000 per year. Employees gaine...d 180 hours each month by switching to Jira Service Management. The IT team improved SLA compliance to 90% and achieved a 4.9/5 satisfaction score. Integrations with Slack, Okta, and Workday streamlined workflows and reduced repetitive tasks.

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ThoughtWorks - Information Technology And Services - Large

Chicago, USA

ThoughtWorks used Trello Enterprise to manage projects and team collaboration. During the COVID-19 pandemic, they needed a tool to support remote work and keep teams connected. Trello helped them org...anize tasks, track progress, and communicate across global offices. The platform enabled 100% remote work for over 7,000 employees. Teams used features like Power-Ups and integrations with Zoom and Google Workspace. Trello improved project visibility and made remote teamwork easier.

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Introduction to Jira Service Management

Video Thumbnail

Frequently Asked Questions (FAQ)

What buyers ask before choosing Jira Service Management

What is Jira Service Management used for?

Jira Service Management is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Improve Internal Communications by Helpdesk Management, Workflow Management and Collaboration .

What are the top features of Jira Service Management?

Ticketing, Alerts: popups & Notifications and Templates are some of the top features of Jira Service Management.

What are Jira Service Management alternatives?

Lokalise, NinjaOne (Formerly NinjaRMM), Giva and Cayzu Help Desk are popular alternatives for Jira Service Management.

Where is Jira Service Management located?

Jira Service Management is headquartered at Level 6/341 George St, Sydney, NSW 2000, AU.
lightning

Peers used Jira Service Management for helpdesk management and workflow management

Jira Service Management Competitors

Jira Service Management Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.34/5 ★

Read Reviews (1)
Custom Reports

4.42/5 ★

Read Reviews (56)
Analytics

4.17/5 ★

Read Reviews (14)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.34/5 ★

Read Reviews (1)
Custom Reports

4.42/5 ★

Read Reviews (56)
Analytics

4.17/5 ★

Read Reviews (14)

Jira Service Management Integrations

Jira Service Management integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

4.18/5 ★

Read Reviews (43)
Data Export

2.53/5 ★

Read Reviews (14)

Typeform

4.58 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Calendly

4.66 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Formsite

4.49 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Motion

4.16 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Chatbot

4.58 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Few API Integrations for Jira Service Management

Slack

4.65 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Notion

4.58 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Telegram

4.52 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

unbounce

4.54 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Monday.com

4.61 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

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for Jira Service Management

Overall Risk Meter

Low Medium High

Top Failure Risks for Jira Service Management

Atlassian US, Inc News

Product

Atlassian (TEAM) Just Turned Jira Into an AI Coding Command Center

Atlassian has introduced new AI-driven tools within Jira and its DX platform to enhance software development processes. These tools, including Code Context and Agent Context Controls, aim to provide engineering teams with better oversight of AI agents in coding tasks. The features are designed to improve efficiency by turning backlogs into pipelines and ensuring code meets internal standards. Atlassian's focus is on leveraging organizational context to scale AI work across the development lifecycle.

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Product

Atlassian Launches Agent Loops: AI Agents Automate Full Software Development in Jira

Atlassian has launched Agent Loops, a system of autonomous AI agents that automate software development workflows in Jira. The system uses the Teamwork Graph to plan, code, test, and create pull requests with minimal human intervention. Early data shows faster cycle times and higher feature output. The release includes new developer experience tools and emphasizes integration with existing Atlassian products.

Read more →
Product

Comment on Atlassian’s usage-based pricing: AI value with predictability and control by What Will Atlassian's Usage-Based Pricing Cost Your Startup After December 3, 2026? - Startupik | Ai, Web3, Blockchain and Startup magazine

Atlassian introduces a usage-based pricing model for its AI capabilities, providing customers with visibility and control over their usage and spend. The model includes allowances for AI interactions, automation steps, and AI agent resolutions, effective December 3, 2026. This approach aims to enhance AI-driven workflow automation and offer predictable pricing for businesses.

Read more →
Product

Atlassian’s New Agentic AI Platform Might Change The Case For Investing In Atlassian (TEAM)

Atlassian has introduced new AI-driven capabilities across its Jira and DX platforms, enhancing agentic workflows in the software development lifecycle. These features aim to link code intelligence, workflow automation, and observability, potentially boosting AI feature adoption. The new DX for Agentic Development provides enterprises with visibility into engineering output improvements, influencing Atlassian's investment narrative around AI and cloud revenue growth.

Read more →

Atlassian US, Inc Profile

Company Name

Atlassian US, Inc

Company Website

https://www.atlassian.com/

HQ Location

Level 6/341 George St, Sydney, NSW 2000, AU

Employees

1001-5000

Social

Facebook Linkedin Twitter

Financials

PRIVATE