App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

JIRA Service Management Logo
JIRA Service Management
4.4
(361)

Write a review

The only ITSM solution built on the Jira platform

visit website

(35)

JIRA Service Management Pricing, Features, Reviews and Alternatives

JIRA Service Management product overview

Price starts from

60

Per month

Flat Rate

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

361

Starting from

60

Per month

Flat Rate

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

JIRA Service Management features

Functionality

4.3

/5

361

Total features

106

25 categories

Most valued features by users

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

Functionality contenders

JIRA Service Management users reviews

Overall Rating

4.4

/5

361

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.41/10
Rating distribution

5

4

3

2

1

197

122

31

8

3

Pros
Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
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.
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.
Cons
Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Software problems reporting for clients, in-house sorted problem manager.

Overall rating contenders

AvatarImg
AvatarImg

Josemaria G.

Verified reviewer

E-Learning, 51-200 employees

Used daily for less than 6 months

Review source

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

Share this review:

From the Trusted Atlassian

Reviewed 4 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.

AvatarImg
AvatarImg

David Felipe C.

Verified reviewer

Retail, 51-200 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Does the job, but not fun to use

Reviewed 2 months ago

We are a software-as-a-service company, that offers 24/7 support for our software-based products with very strict SLAs. Some of the issues need to be escalated to different support tiers and sometimes to engineering or product teams.

Pros

- Integration with other Atlassian products like Jira Software - Custom fields that let you customize the requests

Cons

- Automation is very basic - Sometimes difficult to use - Expensive, we try to reduce the number of users using it

JF
AvatarImg

Justyn F.

Information Technology and Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Highly Customizable, Overcomplicated

Reviewed 8 days ago
Pros

Wide range of features, easy collaboration

Cons

Permissions and Settings are TOO fine-grained

pm
AvatarImg

patrick m.

Computer Software, self-employed

Used daily for 6-12 months

Review source

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

Share this review:

patson jira review

Reviewed 4 months ago

I work with it to manage my work and to build and track the application without wasting my time this is good software to work with it

Pros

I was working with this software for so long it's always a great software it's a fastest product that help me track my application what I will says is, it's a great way to work with it as a developer

Cons

"great product ever that helps you manage all your work in one place and supplying you with great result

GT
AvatarImg

Gábor T.

Automotive, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

Jira, one of the best ticketing tools

Reviewed a month ago

I have been using JIRA and its different versions, distributions, add-ons for a time now.This is one of the best-known yet expensive solution for ticketing, and one of the best working one.You may check what points I have collected for pros and cons, yet if I could, I would use and recommend JIRA.The interface what most people "ragging" about JIRA, indeed needs to time to get familiar with, but Salesforce...

Pros

Can clone tickets, create linked issues Can create parent-child relationshipsOther Atlassian sw. products and modules are well integratedScreenshots can easily be attachedPossible to delegate close bulkily ticketCan mention colleagues to make them remember about the tasksOptions to connect 3rd party developmentsExport modes are greatCan connect an e-mail address for processing

Cons

Lack of dark modeRedirecting tickets with the old IDs sometimes weirdScheduled reports could be usefulSimple "User" mode/layout is not enoughUI is not that easy at first, still better then Salesforce.JIRA is a general ticketing tool I would say, but there are others focusing on more on a technical side, like HP SM9.

JIRA Service Management FAQs and common questions

Q. What type of pricing plans does JIRA Service Management offer?

JIRA Service Management has the following pricing plans:
Starting from: $60.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)


Q. Who are the typical users of JIRA Service Management?

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


Q. What languages does JIRA Service Management support?

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


Q. Does JIRA Service Management support mobile devices?

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


Q. Does JIRA Service Management offer an API?

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


Q. What other apps does JIRA Service Management integrate with?

JIRA Service Management integrates with the following applications:
GitHub, Microsoft Outlook, diagrams.net, Google Analytics 360, Dropbox Business, Balsamiq, Workplace from Meta, Azuqua, Jira, Instabug, ScriptRunner for Jira, SumUp, Quip, Google Docs, Metric.ai, DocuSign, OneDrive, Usersnap, Trello, Google Drive, Box, Atlas CRM, Zephyr Enterprise, Freshdesk, Salesforce Sales Cloud, Userlane, Slack, PagerDuty, Microsoft 365, LiveChat, ServiceNow, Confluence, Gliffy, 8x8 Contact Center, Emburse Abacus, Kayako, Asana, Hootsuite, Clerk Invoices, Toggl Track, Intercom, Zendesk Suite, Microsoft Excel


Q. What level of support does JIRA Service Management offer?

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

Related categories