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JIRA Service Management Pricing, Features, Reviews and Alternatives

JIRA Service Management product overview

Price starts from

$

20

/momonth
Per User

What is JIRA Service Management?

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform.

Key benefits of using JIRA Service Management

- Simple for your team to get started with ITSM, but also adaptable as you scale: with processes that can be continuously tuned to their unique needs, teams can deliver more value fast while pivoting more easily when needed
- Customized for teams, standardized for global organizations: standardize on tooling that’s flexible enough to support diverse team needs while not sacrificing the ability to work across teams
- Open collaborative platform: Collaborate across the organization more effectively by providing teams with visibility into the work of others
- Track work across the enterprise: Link issues across Jira and ingest data from other software development tools, so your IT support and operation teams have richer contextual information to rapidly respond to requests, incidents, and changes.
- Connect Dev and Ops: Deliver more customer impact while managing risk. Accelerate critical development work, eliminate toil, and deploy changes with ease, all backed by a complete audit trail for every change

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
FAQs/Forum
Phone Support
Email/Help Desk

Training options

Webinars
Live Online
Videos
Documentation

JIRA Service Management pricing information

Value for money

4.2

/5

277

Price starts from

$

20

/momonth
Per User

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

JIRA Service Management features

Functionality

4.3

/5

277
Total Features93 28 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Alerts / Escalation
Surveys & Feedback

Functionality contenders

JIRA Service Management users reviews

Overall rating

4.4

/5

277

Positive reviews

87%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.4/10
Rating distribution

5

4

3

2

1

148

94

25

7

3

Pros
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.

MP

Mladen P.

It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.

VB

Vishal B.

Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.

AR

Anonymous Reviewer

Cons
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.

CS

Chirag S.

The downside is that there is no easy way to migrate any of your changes from dev to production.

AR

Anonymous Reviewer

Software problems reporting for clients, in-house sorted problem manager.

AR

Anonymous Reviewer

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

From the Trusted Atlassian

Reviewed 3 years ago

In a crowded space for helpdesk apps, Jira Service Desk stood out because of the company that backs it up, its family of related apps and, the current integrations with existing third-party apps out there. Jira SD is well worth trying out.

Pros

From the same company of my favorite and trusted apps like Trello and Jira... We then gave Jira Service Desk a try. The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box (Incident management, Problem, Change, SLA management, etc.). In fact, you...

Cons

Even though I mentioned that the third party apps can be easily integrable, we find the documentation for creating one's own integration apps a bit lacking. Also, the creation of tickets can be more streamlined or simplified (perhaps with the minimum number of fields and button clicks) to make it easier or faster to create and then further details can follow.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

A great option for on-site ICT service desk management

Reviewed 2 years ago

Overall we are very happy with Jira Service Desk; it has allowed us to provide a higher level of support to users than our previous service desk, and non-profit pricing was very beneficial for us. The software is usable in its default setup but we have found that there is still plenty of customisation that can be done if needed to suit more complex requirements.

Pros

I find the UI of Jira Service Desk very clean and modern compared to other service desks software on the market. Included with the service desk is a customisable user-facing portal for users to raise tickets in, which proved very popular with staff when raising tickets alongside traditional email tickets. Due to the way Jira splits service desks into different projects, we were able to create service...

Cons

For a service desk technician using Jira Service Desk the back-end UI for managing tickets can be a little overwhelming, however this can be fixed by editing the default workflows for tickets to hide not required information and details. The administration settings are somewhat unintuitively set out for system administrators, but once you get to grips with the layout it becomes easy enough to find what you need from the settings page. We found the instructions on the Atlassian website for setting up an external redirect with a custom URL in IIS a little sparse on detail, but a quick trip to the Atlassian forums cleared up any queries we had with the process.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Easy to try, full of tools and solutions

Reviewed 21 days ago

So far, with their free trials and tiers, it has be remarkably easy to get a proof of concept project built and to start migrating into the cloud.

Pros

Jira Service Management provides a ton of tools to build out you customer portal and internal ticket platforms. It has filled all of the holes in our previous solution right out of the box.

Cons

It is built for large, multi-team organizations so much of the power is not needed for a smaller company who requires a custom build but without all the hierarchy.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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In absence of better software it might be...

Reviewed 5 months ago

I’m working in scrum team. But I’m a part of big it organization. Jira helps us to reflect complexity of our organization and help to collaborate and to track work to be done and done already. It have many reporting options. But for me there is a little bit too much of options that I’m not using - features overkill which only contaminate usability. If you could decide how to clean a view it would be great. But as I said in title - although it’s not dream software in absence of better it serves well.

Pros

Most important functions, from perspective of scrum or devops team member, can be learn quickly and used easily. Also it gives a lot of option of organizing workflow between many agile teams. You can have different levels of tasks - and visualizations to them. I like that you can organize many boards and link everything. It takes of course a little bit of consistency in following the rules in order to not create a mess.

Cons

Well, it tends to have sudden downtime.. for no reason (well at least from my perspective) it’s not responding. Speed interface could be improved. Sometimes you have to wait a while after an action performed.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Full Help Desk management

Reviewed 2 months ago

JIRA Service Management was a great solution to implement to replace an outdated custom written software package. It still allowed a lot of flexibility by configuration without having to resort to coding changes.

Pros

Jira Service Management is an excellent choice to implement a full-featured powerful and easy to use platform for directing all your help desk activities. With many options to implement for user control, notifications, alert management, tracking KPIs, and structuring tickets into categories it provides an IT response desk everything they need to succeed.

Cons

The more users you have that have to actively participate in the life cycle of tickets the more expensive it can get

JIRA Service Management FAQs and common questions

JIRA Service Management has the following pricing plans:
Starting from: $20.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)


JIRA Service Management has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


JIRA Service Management supports the following languages:
Chinese (Simplified), Spanish, Russian, Korean, Norwegian (Bokmal), English, Hungarian, Portuguese, Chinese (Traditional), Swedish, German, Danish, Italian, Polish, French, Japanese, Czech


JIRA Service Management supports the following devices:
Android, iPhone, iPad


Yes, JIRA Service Management has an API available for use.


JIRA Service Management integrates with the following applications:
GitHub, Microsoft Outlook, draw.io, Google Analytics, Dropbox Business, Balsamiq, Workplace from Facebook, Azuqua, Jira, Instabug, ScriptRunner for Jira, Quip, Google Docs, Metric.ai, DocuSign, Microsoft OneDrive, Usersnap, Trello, Google Drive, Box, Atlas CRM, Zephyr, Freshdesk, Salesforce Sales Cloud, Userlane, Slack, PagerDuty, Microsoft 365, LiveChat, ServiceNow, Atlassian Confluence, Gliffy, 8x8 Contact Center, Abacus, Kayako, Asana, Hootsuite, Clerk Invoices, Toggl Track, Intercom, Zendesk, Microsoft Excel


JIRA Service Management offers the following support options:
Knowledge Base, Chat, FAQs/Forum, Phone Support, Email/Help Desk

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