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Advantages and disadvantages of Jira Service Management and how to deal with them

💡 Let's talk about Jira Service Management. The uniqueness of this product lies in the fact that we operate on two sides. A customer portal is a place for customers who create requests for support: broken equipment, access needed, dream vacation, etc. We also have a second side: for the agent who deals with this request on the company's side. 

So why is it worth it, and what're the biggest pain points? 

Advantages we noticed through years and we value the most: 

  • One tool for ticket resolving, team management, and customer support 
  • One source of truth – the customer can not only report a ticket but also has access to the knowledge base where he can find the answer to his problem without setting up a ticket. 
  • Automation, which allows you to automate repetitive tasks, saving agents' time and taking care of the company's processes
  • Cost optimization – you pay for one comprehensive customer support tool
  • Transparency and order – everything in one place, no need to hop between tools and look for different data in many places
  • Jira Service Management also offers several support channels:
    • Portal, which is a customer touchpoint 
    • Widget
    • Email
    • Compatibility with Slack or Microsoft Teams – this channel is generally named Chat in the configuration

However, Jira Service Management is not a complete ITSM tool, and it has its pain points. These gaps can be filled with extensions you can find on the Marketplace.  

  • No space to store attributes for customers and organization, which allows you to know (almost) everything about them 
  • No import of customers or organization from the file or external tool
  • Poor overall support for customer and organization management 


☝️ Those can be resolved with a Customer and Organization Management app, which is all about the agent's perspective and speeds up the ticket resolution thanks to additional data. You can customize the customer data view like you want and choose the columns that are the most important.


  • limited options for informing the customer what is happening with their request, what stage it is at etc. 
  • lack of options for managing recurring incidents
  • self-service limited only to a knowledge base

☝️To eliminate those, try the Feature Bundle app. The self-service approach can buy you loads of time. With dynamic banners, you make sure every announcement is noticed, and you can keep customers constantly up to date. You can also display workflow on the Portal, and then customers know the ticket resolving stage. 

It's quite a long list, but it's only essential. We can discuss it more broader during TEAM '23. Are you going to be there? Come to Appsvio booth, and we will show you how to make JSM a great ITSM tool. Or just come by to say hello, always welcome 😊



See you in Vegas! 🚀



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