Is Jira Service Management a ticketing system?
Yes, Jira Service Management (JSM) is fundamentally a ticketing system. It enables teams to collect, track, prioritize, and resolve service requests, incidents, and issues through structured tickets.
JSM provides centralized queues for tickets from multiple channels like email, portals, and chat, with automated routing, assignment, and notifications.
Features include ticket prioritization, SLA tracking, knowledge base integration, and self-service portals for users to submit and monitor requests.
Agents use customizable views, mass updates, and activity streams to manage workflows efficiently.
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