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)

"...If you use JSD Cloud, you ll soon be migrated (if you haven t already) to Jira Service Desk Help Center...." Three Strategies for Optimizing the JSD Help Center
"...It integrates Statuspage, information and features from Jira Service Desk, Jira and Confluence, as well as various third-party tools such as Slack in one central location to be the basis for a powerful, flexible incident response workflow...." Atlassian Summit 2018: The most important news from the product keynote
"...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 optimize your Helpdesk Management Workflow?

How can Jira Service Management optimize your Workflow Management Workflow?

How does Jira Service Management facilitate Collaboration?

What solutions does Jira Service Management provide for Onboarding?

How does Jira Service Management facilitate 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 - Information Technology and Services

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 - Education

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 - Internet

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 - Consumer Goods

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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Vodeno - Financial Services - Financial Services

Jira Service Management helped Vodeno automate over 20,000 actions monthly, saving hours for support teams. Vodeno used Atlassian tools to manage support for 500 employees and thousands of customers.... Automation improved incident management and reduced manual work. A central help center gave customers real-time updates and easier issue tracking. Vodeno saved the equivalent of one full-time support position. The solution enabled faster, more flexible support and laid the foundation for future growth.

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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 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)

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

Sanchan S Saxena, Author at Work Life by Atlassian

Atlassian introduces Remix with Rovo and partner agents in Confluence, enabling users to transform Confluence pages into charts, prototypes, presentations, and apps. This innovation enhances collaboration by integrating AI-powered tools into their platform, facilitating seamless human-AI collaboration at an enterprise scale.

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Financial

Atlassian Announces Date for Third Quarter of Fiscal Year 2026 ...

Atlassian will announce its financial results for the third quarter of fiscal year 2026 on April 30, 2026, after market close, with a conference call scheduled for the same day.

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Product

Atlassian Launches Visual AI Tools and Agents in Confluence

Atlassian has introduced new visual AI tools and agents within its Confluence platform. These enhancements aim to improve collaboration by integrating advanced AI capabilities, allowing users to create and manage content more efficiently. The update highlights Atlassian's commitment to leveraging AI to enhance productivity and streamline workflows for software, IT, and business teams.

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Product

Atlassian brings AI visual tools and partner agents to Confluence, 1 month after cutting 1, 600 jobs

Atlassian has launched Remix, a visual AI tool in open beta, and three partner agents for Confluence. Remix transforms Confluence content into visuals like charts and infographics, while the agents integrate content with Lovable, Replit, and Gamma, enhancing workflows without manual effort. This move follows Atlassian's recent workforce reduction to fund AI investments, emphasizing AI integration in existing workflows.

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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