Overall experience with
How helpful reviews are selected
Favorable Review
Product: Jira Service Management
Solid ITSM platform if you're already in the atlassian world, just plan your setup carefully
Critical Review
Product: Jira Service Management
Frequent Price Increases and No Discounts Impacting Long-Term Use of JSM
Likes and dislikes about
likes
Honestly, the thing that stands out the most is how well it connects with Jira Software. Our dev and ops are finally on the same page because everything flows between JSM and Jira without the usual back and forth. The queues and automation rules have saved us a ton of manual work; stuff that used to require someone to follow up now just happens on its own The AI features have been a pleasant surprise too; the virtual agent handles a decent chunk of L1 queries so the team can focus on stuff that needs human attention
April 15, 2026
dislikes
business model is terrible, no discounts and fixed price increase of 10% per year is crazy.
April 20, 2026
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