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
See all business priorities See less business priorities

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)

"...Critical Flaws Affect Jira Service Desk and Jira Service Desk Data CenterAtlassian has released multiple security updates, disclosing numerous critical vulnerabilities in the Jira Service Desk Data Center and Jira Service Desk...." Last Week In Blockchain and CyberSecurity News - September 24, 2019
"...One of the greatest problems was to design the user experience across multiple messengers that will neatly integrate into existing workflows in Jira Service Desk. ..." Case Study: Messenger Integration for Jira Service Desk
"...Jira is a great solution for collaboration for programmers, analysts, and software architects and all the team of people developing software...." The Best Software for Collaborating on Machine Learning Projects

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 does Jira Service Management address your Helpdesk Management Challenges?

How can Jira Service Management enhance your Workflow Management process?

Why is Jira Service Management the best choice for Collaboration?

What solutions does Jira Service Management provide for Onboarding?

What solutions does Jira Service Management provide 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.

 

Enterprise giants Atlassian, Intuit, and AWS are planning for a world where agents call the APIs

Atlassian is leveraging AI agents to enhance internal processes and customer interactions. The company has introduced an onboarding agent for new employees and a customer agent used by 80 teams, sign...ificantly reducing manual work. Atlassian's 'Teamwork Collection' integrates Jira, Confluence, and Loom, managed by 'rovo agents,' to streamline collaboration and strategy planning. HarperCollins has effectively utilized these agents, demonstrating their impact on project management.

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Xpand IT - Information Technology And Services - Medium

Lisbon, Portugal

Xpand IT used Atlassian Marketplace to launch apps like Xporter for Jira and Xray for Jira. The company grew app revenue from $30K to $1M in 18 months. Xpand IT focused on customer feedback and revie...ws to improve its products. The Marketplace platform helped Xpand IT reach global customers and scale quickly. Big brands like Airbus and Nike now use their apps.

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Yale School of Management - Education - Medium

New Haven, USA

Yale School of Management used Atlassian tools to improve IT service delivery for over a thousand students. The IT team replaced multiple legacy systems with Jira Service Management, Confluence, and ...Slack integrations. This change cut average response time by 66% and reduced time to resolution by 57%. Service requests dropped by 50% as self-service options expanded. The school now enjoys a 4.8 out of 5 satisfaction rating and greater transparency across departments.

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Yahoo Japan - Internet - Very Large

Tokyo, Japan

Yahoo Japan uses Atlassian Confluence to manage its large-scale team collaboration. The company handles over 7 billion monthly page views. Atlassian tools help organize and share information across t...eams. This supports efficient communication and project management. Yahoo Japan is a leading internet company in Japan.

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Worten - Consumer Goods - Large

Lisbon, Portugal

Jira and Confluence helped Worten connect 140 teams and save 12,000 hours a year. The Portuguese retailer used these tools to blend online and in-store shopping. Teams now share workflows and track w...ork together. Worten saw a 5.5x ROI from better collaboration. Employees can act on feedback and deliver new features faster. The company created a true omnichannel experience for customers.

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Voith - Manufacturing - Very Large

Heidenheim an der Brenz, Germany

Atlassian Cloud helped Voith migrate Jira and Confluence from on-premise to the cloud. The project took six months and included a test migration, data cleanup, and new process setup. Voith faced chal...lenges with server maintenance and security updates before the move. After migration, users experienced minimal disruption and no negative feedback. The new cloud setup reduced IT effort and made future updates easier.

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Introduction to Jira Service Management

Video Thumbnail

Frequently Asked Questions(FAQ)

for 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)

Mailchimp

4.47 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Kissflow

4.0 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Slack

4.65 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Intercom

4.49 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Docusign

4.68 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Few API Integrations for Jira Service Management

Notion

4.58 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Telegram

4.52 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Monday.com

4.61 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

unbounce

4.54 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Salesforce CRM

4.39 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

?

for Jira Service Management

Overall Risk Meter

Low Medium High

Top Failure Risks for Jira Service Management

Atlassian US, Inc News

Product

Atlassian Expands Rovo With Studio Workspace, Autonomous Max Mode And ...

Atlassian has expanded its Rovo platform by introducing new features, including Studio Workspace and Autonomous Max Mode. These enhancements aim to improve collaboration and efficiency for software, IT, and business teams.

Read more →
Product

Atlassian Opens Up Its Teamwork Graph to Power Agentic ...

Atlassian announced new AI capabilities at its Team '26 conference, including the opening of its Teamwork Graph to enhance agentic work across enterprises. The Teamwork Graph, with over 150 billion connections, supports AI-native teamwork by providing secure access to context across tools. New features include Rovo Studio for designing agents, Max mode in Rovo Chat, and agent integration in Jira, enhancing productivity and collaboration.

Read more →
Product

Atlassian opens Teamwork Graph and pushes Rovo into agentic execution ...

Atlassian unveiled AI updates at Team '26, including the Teamwork Graph's open beta interfaces and Rovo's enhanced agentic execution capabilities. The Teamwork Graph now supports over 150 billion connections, enabling more accurate AI responses. Rovo's new features include a reasoning mode and a no-code environment for building automations. Atlassian also announced product expansions, including Jira's general availability of agents and the new Dia Reports product.

Read more →
Financial

Atlassian Q3 FY 2026 Earnings: Continued Cloud, AI Expansion

Atlassian reported Q3 FY 2026 earnings with a 32% revenue increase to $1.8 billion, driven by cloud and AI expansion. Cloud revenue rose 29% to $1.1 billion, while Data Center revenue grew 44% to $560.7 million. The company highlighted AI's role in boosting customer growth, with Rovo adoption linked to higher ARR. Atlassian's guidance for Q4 FY 2026 projects continued growth, emphasizing cloud and AI as key drivers.

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

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Financials

PRIVATE