Jira Service Management Features
What are the features of Jira Service Management?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Service Desk
- Help Desk
- Incident Reports
- Process Workflow
Jira Service Management Categories on G2
Filter for Features
Platform
Mobile User Support | As reported in 39 Jira Service Management reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 78% (Based on 39 reviews) | |
Customization | Based on 42 Jira Service Management reviews. Allows users to customize chat colors, text, logos, and branding. | 81% (Based on 42 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 41 Jira Service Management reviews. | 85% (Based on 41 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 39 Jira Service Management reviews. | 88% (Based on 39 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress 39 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 39 reviews) | |
Dashboards | Displays important metrics relating to performance This feature was mentioned in 36 Jira Service Management reviews. | 83% (Based on 36 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket 40 reviewers of Jira Service Management have provided feedback on this feature. | 88% (Based on 40 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 38 Jira Service Management reviews. | 89% (Based on 38 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions 40 reviewers of Jira Service Management have provided feedback on this feature. | 87% (Based on 40 reviews) | |
Automated Response | As reported in 37 Jira Service Management reviews. Respond to common requests with standard reply | 87% (Based on 37 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) 37 reviewers of Jira Service Management have provided feedback on this feature. | 86% (Based on 37 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 39 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 39 reviews) | |
Ticket Collaboration | Based on 38 Jira Service Management reviews. Share and collaborate on tickets with multiple customer service representatives | 90% (Based on 38 reviews) | |
Customer/Contact Database | Based on 37 Jira Service Management reviews. Central repository for account and contact information | 82% (Based on 37 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents This feature was mentioned in 41 Jira Service Management reviews. | 86% (Based on 41 reviews) | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 41 reviewers of Jira Service Management have provided feedback on this feature. | 86% (Based on 41 reviews) | |
Live Chat Support | As reported in 34 Jira Service Management reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 81% (Based on 34 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 32 Jira Service Management reviews. | 81% (Based on 32 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. 31 reviewers of Jira Service Management have provided feedback on this feature. | 76% (Based on 31 reviews) |
Incident Management
Automate Ticket Routing | As reported in 232 Jira Service Management reviews. Routes tickets automatically to the appropriate user. | 86% (Based on 232 reviews) | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. This feature was mentioned in 241 Jira Service Management reviews. | 87% (Based on 241 reviews) | |
Ticket Notifications | Based on 251 Jira Service Management reviews. Notifies the IT team when a ticket needs action. | 87% (Based on 251 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 207 Jira Service Management reviews. | 83% (Based on 207 reviews) | |
Knowledge Base/Ticket Integration | Based on 204 Jira Service Management reviews. Integrates knowledge base articles into a ticket. | 83% (Based on 204 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. This feature was mentioned in 237 Jira Service Management reviews. | 84% (Based on 237 reviews) | |
Time Tracking | Tracks time worked on a ticket. This feature was mentioned in 231 Jira Service Management reviews. | 84% (Based on 231 reviews) | |
Surveys | Provides surveys to measure employee satisfaction. This feature was mentioned in 161 Jira Service Management reviews. | 79% (Based on 161 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. This feature was mentioned in 158 Jira Service Management reviews. | 78% (Based on 158 reviews) | |
Self Service | Enables employees to view the status of their tickets. 206 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 206 reviews) | |
Active Directory | Provides a directory of all users within an organization. This feature was mentioned in 168 Jira Service Management reviews. | 84% (Based on 168 reviews) | |
Multi-Channel Access | As reported in 164 Jira Service Management reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal. | 83% (Based on 164 reviews) |
Administration
Change Management | Based on 91 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 89% (Based on 91 reviews) | |
Asset Management | Based on 85 Jira Service Management reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 85% (Based on 85 reviews) | |
Reports & Analytics | Based on 96 Jira Service Management reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 89% (Based on 96 reviews) |
Service Desk
Help Desk | Based on 103 Jira Service Management reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 89% (Based on 103 reviews) | |
Incident Reports | Based on 102 Jira Service Management reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 90% (Based on 102 reviews) | |
Process Workflow | Based on 102 Jira Service Management reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 89% (Based on 102 reviews) |
Functionality
Ticketing System | Based on 83 Jira Service Management reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 91% (Based on 83 reviews) | |
Performance Logging | Tracks action-by-action asset performance with machine- or human-readable logs. This feature was mentioned in 75 Jira Service Management reviews. | 89% (Based on 75 reviews) | |
Alerting | Based on 80 Jira Service Management reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 87% (Based on 80 reviews) | |
Automation | Based on 79 Jira Service Management reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 89% (Based on 79 reviews) |
Management
Reporting | Based on 79 Jira Service Management reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 91% (Based on 79 reviews) | |
Administration Console | Based on 74 Jira Service Management reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 89% (Based on 74 reviews) | |
Access Management | Based on 75 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 87% (Based on 75 reviews) | |
Asset Management | Based on 70 Jira Service Management reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 87% (Based on 70 reviews) | |
Policy Dictation | Based on 66 Jira Service Management reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware. | 86% (Based on 66 reviews) |
Monitoring
Constant Monitoring | Based on 85 Jira Service Management reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time. | 90% (Based on 85 reviews) | |
Timely Alerts | Based on 89 Jira Service Management reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise. | 91% (Based on 89 reviews) | |
TIcket Accuracy | Based on 89 Jira Service Management reviews and verified by the G2 Product R&D team. Generates accurate incident reports. | 91% (Based on 89 reviews) | |
AI Monitoring | Based on 12 Jira Service Management reviews. Utillizes AI to monitor and report on incidents in real-time. | 90% (Based on 12 reviews) |
Management Tools
Ticket Assignment | Based on 89 Jira Service Management reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members. | 90% (Based on 89 reviews) | |
Standardization | Based on 88 Jira Service Management reviews and verified by the G2 Product R&D team. Cultivates a standardized workflow for enhanced organization. | 89% (Based on 88 reviews) | |
Lifecycle Visualization | Based on 77 Jira Service Management reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident. | 91% (Based on 77 reviews) |
Generative AI
AI Text Generation | Based on 18 Jira Service Management reviews. Allows users to generate text based on a text prompt. | 79% (Based on 18 reviews) | |
AI Text Summarization | As reported in 18 Jira Service Management reviews. Condenses long documents or text into a brief summary. | 80% (Based on 18 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 18 Jira Service Management reviews. | 80% (Based on 18 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 18 reviewers of Jira Service Management have provided feedback on this feature. | 86% (Based on 18 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data |
Agentic AI - Service Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Based on 10 Jira Service Management reviews. Ability to break down and plan multi-step processes | 80% (Based on 10 reviews) | |
Cross-system Integration | Based on 10 Jira Service Management reviews. Works across multiple software systems or databases | 82% (Based on 10 reviews) | |
Adaptive Learning | Improves performance based on feedback and experience 10 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 10 reviews) | |
Natural Language Interaction | Engages in human-like conversation for task delegation This feature was mentioned in 10 Jira Service Management reviews. | 83% (Based on 10 reviews) | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting This feature was mentioned in 10 Jira Service Management reviews. | 83% (Based on 10 reviews) | |
Decision Making | Makes informed choices based on available data and objectives 10 reviewers of Jira Service Management have provided feedback on this feature. | 85% (Based on 10 reviews) |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Incident Management
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - IT Alerting
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - IT Service Management (ITSM) Tools
Autonomous Task Execution | Based on 10 Jira Service Management reviews. Capability to perform complex tasks without constant human input | 77% (Based on 10 reviews) | |
Multi-step Planning | Based on 10 Jira Service Management reviews. Ability to break down and plan multi-step processes | 85% (Based on 10 reviews) | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience This feature was mentioned in 10 Jira Service Management reviews. | 87% (Based on 10 reviews) | |
Natural Language Interaction | As reported in 10 Jira Service Management reviews. Engages in human-like conversation for task delegation | 82% (Based on 10 reviews) | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting 10 reviewers of Jira Service Management have provided feedback on this feature. | 82% (Based on 10 reviews) | |
Decision Making | Makes informed choices based on available data and objectives This feature was mentioned in 10 Jira Service Management reviews. | 80% (Based on 10 reviews) |
