Name: Jira Service Management Review
Item: Jira Service Management
Rating: 3.3
Author: Tyler Brennan

Jira Service Management

Built for IT, stretched into customer support.

Visit Jira Service Management

Tyler Brennan

IT Support Manager · Updated 2026-01-15

3.3/5

Our Take

JSM is excellent for internal IT service management and dev-ops workflows. Using it for external customer support is possible but not its strength. The interface is complex and the customer portal feels like an afterthought.

What Works

Excellent for ITSM/IT helpdesk

Deep Jira/Confluence integration

Strong SLA management

What Does Not

Not designed for external customer support

Steep learning curve

Customer portal is basic

Pricing

Free for up to 3 agents. Standard at $22/agent/month.

Best For

IT teams that already use Jira and need internal service management, not external customer support.