IT service management, client request tracking, SLA management, knowledge base integration, automation rules, customizable workflows, and compliance documentation capabilities.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
Jira Service Management allows clients and staff to open support requests, i.e., tickets. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Tickets can be manually or automatically assigned using queues and automation rules. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Ticket priority (severity/type) can be set and modified via custom fields and workflows. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Jira supports ticket categorization by multiple fields such as issue type, component, department, etc. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Ticket status tracking is core to Jira; supports custom and default status categories. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk ticket editing is supported via bulk change operations in Jira. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are a core Jira feature. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Jira allows ticket merging (with add-ons) and splitting issues into subtasks or issues. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Templates for ticket creation (issue templates/automation) are available. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automation rules and queues allow tickets to be routed based on criteria. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Jira issues support attachments (files, screenshots, logs). | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Users receive notifications on ticket updates and status changes via email and in-app notifications. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Each Jira ticket includes an activity log (history/audit log). |
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Email Integration Two-way ticket communication via email. |
Jira Service Management features two-way email integration for request creation and email replies. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Real-time chat can be enabled via Atlassian partners (e.g., Halp/third-party integrations). | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications available via third-party marketplace apps. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call logging can be enabled by custom fields or integrations with telephony providers. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Social media integration is available via apps in Atlassian Marketplace (e.g., Twitter, Facebook connectivity). | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses and follow-up emails can be configured using automation rules. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multi-language support is available for portals and notifications. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
A client-facing portal is a native feature of Jira Service Management. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Satisfaction survey and feedback forms available via Jira or marketplace apps (integration needed). | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
SLA deadline warnings are part of SLA management and can be automated for communication. |
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CRM Integration Direct integration with customer relationship management systems. |
CRM integrations possible (Salesforce, HubSpot, etc.) through marketplace or APIs. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
Order/trading/brokerage platforms can integrate with Jira via REST API; some connectors available. | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Jira has documented REST APIs for custom integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks are supported for event notifications (outbound). | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Integration between Jira Service Management and Confluence for help desk and knowledge base is native. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single Sign-On (SSO) with Active Directory/identity solutions is available via Atlassian Access. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Google and Outlook calendar integrations available via integration and add-ons. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Marketplace apps for BI/reporting integration (Tableau, Power BI connectors) exist. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Marketplace integrations allow for chatbot integration (e.g. Slackbot/Halp). |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment can be set up by project automation rules and queues. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows are a foundational Jira feature. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macros/templates for actions and responses available using automation. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules supported as part of SLA and automation. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement is built-in (notifications/reminders/escalations). | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Some duplicate ticket detection via marketplace or through automation/workflow customization. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions using automation rules are supported. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows can be configured in ticket workflows with approval steps. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Jira supports follow-up reminders via automation. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload distribution possible using round robin and other assignment automation. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Live dashboards are available for key metrics. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder available via Jira Query Language (JQL) and dashboard gadgets. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Data/export to CSV, Excel, etc. is supported (built-in and via extensions). | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled (recurring) reporting supported with apps and built-in functions. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance dashboards and reporting are built-in. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT (Customer Satisfaction) surveys and reporting via built-in or marketplace apps. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis dashboards for tickets by status, volume, categories, etc. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Data is encrypted in-transit and at-rest; Atlassian Cloud is certified for common financial/compliance accreditations. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control for various user types is built in. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Audit logs (issue histories, user actions) supported for compliance. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Jira Service Management (cloud) offers GDPR and CCPA tooling. See Atlassian documentation. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Jira supports configurable data retention policies under admin settings. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication is available via Atlassian Access. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP allowlisting supported with Atlassian Access (Premium). | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout is configurable as part of security policies. | |
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Data Masking Sensitive client info is masked in UI and exports. |
PII masking in UI/exports is partially supported via custom configurations; full masking may require app. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response tools and integrations for data breach reporting/audit are available. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Jira Service Management offers a responsive design for desktop and mobile browsers. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards using gadgets and layout configuration. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions (bulk update/edit/delete) are standard in Jira issue navigator. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts for navigation and productivity are available. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode is available in Jira's recent interface updates. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Jira adheres to common accessibility standards and has features to assist WCAG 2.1 compliance. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across issues, clients, and knowledge base articles is supported. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Intuitive modern UI with minimal-click workflows. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification center (in-app, email, mobile notification). |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Linking/Jira knowledge base via Confluence or built-in for self service. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered (machine learning) article suggestions available for portal users. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Client self-service portal available for ticket submission and FAQ browsing. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums may require an additional app/plugin. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Usage analytics for help articles available via Confluence reporting and third-party tools. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Users can rate or comment on articles in the knowledge base (Confluence or apps). | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control (page history) for articles is out-of-the-box with Confluence. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Knowledge base articles can be multi-lingual via Confluence and add-ons. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Branding/portal customization options for logo and color schemes. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Support for custom domain names for Jira Service Management portals. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Email template customization for notification and compliance messages. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields for business-specific use are configurable. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
Full white-labeling is possible, to a large extent, for client portal presentation. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows for client-specific processes are available and heavily customizable. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization for regions (language, date/time) supported. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Jira Service Management is available via SaaS/cloud deployment. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
On-premise deployment is available with Jira Data Center. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundancy/failover built into Atlassian Cloud and recommended for Data Center. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Atlassian has documented/tested disaster recovery plans. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Cloud and Data Center both designed to scale horizontally. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile apps for Jira are available for iOS and Android. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows and notifications can be scheduled in Jira Data Center and Cloud. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 support for Atlassian premium/enterprise plans. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers assigned for enterprise customers. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Onboarding and implementation support is available via Atlassian and partners. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training resources and live/recorded sessions are provided. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Assistance for migration from legacy systems is available via tools and professional services. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development and add-on development are available through Atlassian Solution Partners. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Knowledge base/help center documentation available for users and admins. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Atlassian Community forums provide peer-to-peer and vendor support. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Vendor-provided SLAs for downtime, response, and resolution times are available on premium/enterprise plans. |
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
More IT Service Management Solutions
More IT and Infrastructure ...
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Jira Service Management provides a web-based portal for end-user requests. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Jira Service Management integrates with Confluence for knowledge base articles available to users. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Request categorization and prioritization can be automated via request type and automation rules. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated routing is handled via automation rules to assign requests to teams/personnel. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Custom request forms can be made with custom fields in Jira Service Management. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Requests can be submitted via portal, email, or chat (Atlassian Assist), with phone support possible via integrations. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Request status can be tracked by users and IT staff using the portal. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking is core to Jira Service Management, with configurable SLAs and timers. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Automation rules available for multi-level approvals in service requests. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
All actions on a request are logged and viewable as an audit trail and ticket history. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Jira Service Management is accessible via mobile browser and native Jira Cloud mobile apps. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Automation or post-resolution customer satisfaction (CSAT) surveys are a built-in feature. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk issue creation and updates possible via CSV imports and Jira's bulk change tools. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Integration with asset management through Jira Assets (Insight) and external CMDB systems. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Can be integrated with monitoring tools (e.g., OpsGenie) to auto-create incidents from alerts. | |
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Incident Logging Central archive for recording details of each incident. |
All incidents can be logged with comprehensive details through tickets/issues. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Automation, custom fields, and SLAs allow incident categorization and prioritization. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Incident tickets support fields for business impact assessment and tracking. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Automation and SLA breach conditions support incident escalation workflows. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Built-in notification and comment functionality supports stakeholder communication during incidents. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident management supported with service status, swarming features, and Opsgenie integration. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Jira allows for fields and documentation of root cause post-incident. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Templates for common incident types can be set up as issue templates. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
Opsgenie and on-call schedules integrate to identify on-call/responders. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Automation can auto-close resolved incidents after verification steps. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Reports, dashboards, and analytics modules monitor incident trends and performance. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Jira Service Management supports problem tickets, for problem logging and tracking. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Linked Confluence or Jira records can serve as a known error database. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Custom fields & data can support RCA tools; vendor documentation refers to 5 Whys. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Incidents can be linked to problem records for holistic management. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization achieved through workflow/actions/fields. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Resolution and fix tracking available for problems via workflows. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problems can be set to require formal review prior to closure in workflow configuration. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem analytics available through built-in dashboards and reporting. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Extensive reporting allows custom reports on problems. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Jira supports collaboration with comments, mentions, and attachments. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Automated transitions and workflow rules move problems through status. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Every problem ticket logs all actions for audit trail. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Jira tracks all change requests; full audit/history available. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Workflows are highly customizable, with transitions, approvals, and automation. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Custom fields, approvals, and integrations support impact and risk analysis. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar functionality provided for visual tracking of planned changes. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
Change advisory board process templates available, with voting and scheduling. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated and manual notifications for change status and implementation. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Support for documenting backout/rollback plans for change management. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision detection available when scheduling via the change calendar. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change records allow attaching supporting documentation and results. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Change implementation tracked through ticket fields and workflow stages. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation review can be built into workflows as a required stage. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
All actions, changes, and requests are audit logged for compliance. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Jira Assets (Insight) offers asset inventory management for IT assets and integration with other systems. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Asset discovery possible with integrations and Jira Assets Discovery tool. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Assets module functions as a CMDB for configuration relationships. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle tracking available as part of asset management. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Visual relationship mapping available for assets/services in Jira Assets. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis supported via configuration mapping in CMDB. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management can be tracked as custom assets/fields. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Supports tagging and tracking of assets via Jira Assets. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Procurement system integration supported via REST APIs and custom integrations. | |
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Asset Valuation Captures and updates current asset value over time. |
Current asset valuation can be managed with custom fields and automation. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Complete audit trail for assets is maintained. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset record import/export supported (CSV, API). |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition engine: configurable SLAs, escalation paths, and penalties possible. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
Realtime SLA timer and progress bars are shown on requests. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Automatic notifications/escalations when SLAs are near breach. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA support possible by request type, group, priority etc. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC agreements supported as secondary SLA timers in certain editions. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
SLA dashboards/reports standard part of product. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Support calendars allow excluding out-of-hours time from SLAs. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Customer communication templates may be created for notifications; macros can be used in canned responses. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
All SLA metrics are tracked and visible in real time on tickets and reports. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
No information available |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API is supported with extensive documentation for integration. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Marketplace and built-in pre-built connectors for Active Directory, email, asset tools, etc. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks are available for event-driven integrations. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and automation extensively available with automation rules. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Atlassian Marketplace offers add-ons for integration/extensibility. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Bulk import/export tools and data mapping are available. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields are supported on tickets, assets, etc. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Automation rules can orchestrate event-driven business logic and integration. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
OAuth, SAML, and other modern authentication protocols are supported. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
RBAC (role-based access) configurable for projects, issues, fields, reports. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
2FA and integration with identity providers for MFA is available. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single Sign-On (SSO) provided through SAML/OAuth; Enterprise plan. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest is included in Atlassian's cloud security commitments. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
Data encryption in transit through TLS for all cloud traffic. | |
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Audit Logging Tracks every user action and system change for compliance. |
All actions are logged for audit in Jira and can be exported. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Atlassian is SOC2, ISO 27001, GDPR, PCI-DSS, and others certified. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular security updates and patches for cloud and data center versions. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
User access review and certification via audit logs, permissions auditing. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention policies and configuration for tickets and attachments. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data anonymization/masking supported via Jira issue security and export options. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Live dashboards show ticket queues, system health, and SLAs. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder available for admin users. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Reports can be scheduled and sent by email. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis is offered in reporting modules. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPIs for team and ticket tracking monitored via dashboards. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down from summary to ticket details in dashboard views. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Reports exportable in CSV, PDF, XLS formats. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared by link or email. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Dashboards and gadgets provide graphical data visualization. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built templates are available (SLAs, ticket volumes, etc.). |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
UI is customizable: layouts, themes, navigation, dashboard gadgets. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
WCAG/Section 508 compliance documented for Atlassian products. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Localization and multilingual support present for interface and notifications. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Jira Service Management is available as a mobile app for iOS/Android. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
In-app tooltips and contextual help are available throughout the UI. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
Guided onboarding flows and product tours for new users. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Users can create personalized dashboards. | |
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Unified Search Cross-module, full-text search functionality. |
Unified search across tickets, knowledge base, etc. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences can be customized by user per event/medium. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy supported: projects for business units/entities with permission schemes. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
User roles and permissions highly configurable for all object and field types. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import supported via CSV, SCIM, directory integration. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High-availability and redundancy provided in cloud deployment. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated backup and recovery options provided for cloud and data center. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Architecture is scalable for growing users/requests; built-in to Atlassian cloud. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor support is available for paid Atlassian customers. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Automated and scheduled release patch management in cloud; upgrades in data center. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Built-in monitoring and alerting tools plus integrations (e.g., OpsGenie, PagerDuty). |
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