JIRA Service Management vs Action1

PDQ Deploy & Inventory

Milvus

PDQ Deploy is the best way to automate your patch management. Update third-party software, deploy custom scripts, and make impactful configuration changes in minutes. With 200+ ready-to-deploy applications right out of the box.

Action1

Action1 reinvents patch management with an infinitely scalable and highly secure platform configurable in 5 minutes that just works.

Milvus is an IT management platform which is available only in Portuguese. The system includes capabilities for managing IT assets, help desks, support/issue tickets, service catalogs, remote access, file transfer, device discovery, IT inventory, asset monitoring, customer documentation, and more.

JIRA  Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Automated Routing

Collaboration Tools

Multi-Channel Communication

Workflow Management

Service Level Agreement (SLA) Management

Self Service Portal

Access Controls/Permissions

Reporting/Analytics

Alerts/Escalation

Reviewers indicate that JIRA Service Management offers attractive initial pricing, beneficial options for non-profits, and a free version suitable for small teams. However, some users report high costs as teams grow, confusing pricing, and less affordability for budget-constrained organizations.

Value for money

The JIRA Service Management integrations most frequently cited by reviewers are: Confluence (a knowledge management product rated 4.5 out of 5 for its integration with JIRA Service Management), Slack (a team communication product, 4.9), and Jira (an IT project management product, 4.8).

Integrations

By industry, JIRA Service Management reviewers are most commonly professionals in information technology and services (24%). The most frequent use case cited is IT management (37% of reviewers).

JIRA Service Management

Windows

Web-based

iPhone

iPad

Linux

Android

Free

Standard

Premium

Enterprise

Managing consultant

It’s a robust platform that brings clarity and structure to service operations, especially in environments with multiple teams and layered workflows. Once everything is configured, it provides excellent visibility, reliable SLAs, and smooth integration with the wider Atlassian ecosystem.

Business Analyst

I like that Jira service management allows me to track IT projects and allocate work items to the developers working on the project.  

Sr People Ops

JIRA Service Management allows all teams to get their service desk/team support tickets in one place and distribute workload efficiently.

Customer Success Manager

Jira is a reliable tool for tracking bugs and communicating internally - which allows me to better support my customers.

Software Engineer

Its reporting features were helpful for assessing our teams progress through our "sprint" periods on projects

Product owner

None other than had to get integration set up with my aha roadmapping tool which would allow us to create ideas and then

Director

All of our major projects have been supported successfully and all milestones achieved, thanks to JIRA which is not a CRM (most people think so) the fact that our IT had a success rate of 100% is thanks to JIRA streamlining aspects - no information is lost and our teams have full vision on all project aspects.

IT Assistant

Really love the customer portal : clean form, users pick issue type fast, Confluence article pops automatic, and we drag ticket status easy on board

Support Specialist

I have used Fogbugz, Incident IQ, and propietary software for ticket management and Jira was one of the better ones we used.

Customer success rep

Jira service desk is used to escalate technical issues to our core operations tech team for quick resolution of customer issues.

Automation QA Engineer

It is a powerful tool for IT service management, especially for organizations already using the Atlassian suite. While there are some complexities in initial setup and configuration, once you're familiar with the system, it significantly improves workflow efficiency and collaboration across teams.

Event Marketing Manager

What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking.

The tool allows for extensive customization, making it adaptable to different ITSM needs. Whether you're managing incidents, changes, or service requests, the platform's workflow automation and integrations with other Atlassian products (like Confluence or Bitbucket) make processes much smoother.

Customer Service

The platform's comprehensive features and integration with Jira Software have made it an essential tool for managing our IT service desk and streamlining our operations.

Digital Marketer

Highly customizable workflows, solid SLA management, and centralized ticket tracking.

Cybersecurity Engineer

customization feature allow creation of custom workflow,fields and forms.

System engineer

Seamless JIRA integration, customizable workflows, advanced automation, user-friendly interface, robust reporting, scalable, SLA management, and extensive third-party integrations.

Director of Support Services

Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging.

Overall, Jira Service Management is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential.

Director, Human Resources

Good product which is a low cost option where you can use it to track and manage your teams work/service requests.

Web Developer

Allow highly customizable workflows which allow us to tailor the tool to a specific needs.

The ability to integrate with various tools, automate processes, and generate detailed reports adds substantial value to any IT or support team.

Engineering Lead

With Jira Service, our support team is quickly able to triage, diagnose, and resolve any ticket within the organization.

Senior Film Technician

not much comes to mind as I am just a on the ground worker, load times sometimes take a while & website sometimes doesn't update

Security Engineer

Not really a con, but as it has many features it can get a bit complex with how the logic works, but it is quickly to learn.

Sales and Inventory Analyst

Customizing workflows, automating tasks, and configuring the system can be complex for beginners or teams without experience in Jira.

Use Jira Service Management to handle IT requests, incidents, and service workflows.

Senior Technical Manager

Jira Service Management tool really help IT teams, customer service teams to manage requests, incidents, problems, changes.

Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.

Technical Analyst

Easy to set up, integrates well with other Atlassian tools, and helps teams track issues quickly and more effectively.

Endpoint System Administrator

This product helps our institution track ticket stats and helps us communicate with our customers efficiently.

Technical Support Expert

Overall, the product is extremely helpful and supportive in removing problems that came to understand and track the progress of ongoing development and fixations on multiple issues and products of the large enterprises, mainly for other department people.

There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area.

IT Manager

It is expensive to license and Atlassian likes to try and add a license for each user you have using JIRA even if they don't use SM.

Support continually let us know when features were available and there were very little issues we would run into.

It's also great that requests can be linked to Jira tickets allowing for easy reference to existing and collaboration between our customer support team and our technical team.

Owner

What i did like the most about JIRA Service management, its customization options and integration capabilities

I recommend JIRA for any engineering project that require multiple focuses and high levels of reporting

Course Advisor - sales

There is a steep learning curve that make it difficult to implement in large organizations.

Our customers send requests via email and widgets and the widget works perfectly. But sometimes, we don't get the issues sent via email on the Service Desk Dashboard.

Consultant

I have sed jira in the capacity of Scrum Master rand also Project manager and have noticed that non-technical team members often find Jira easier to navigate and use.

good to organise tickets & help team members to complete the tasks.  

Director, Digital Transformation

JIRA Service Management is a pretty simple tool to configure and use.  

We have team meetings that help to clear any outstanding tickets

Industry-standard features are stuck in the forever wishlist queue, and it takes years for them to be developed, e.g. "Canned responses" were introduced somewhere around 2 years ago while the rest of the industry had them as early as 2017.

Overall, it's a powerful tool that helped our team streamline support, reduce delays, and improve response times.

Product Owner

JIRA SM integrates seamlessly and awesomely easily to any of your preferred methods of customer contact.

Implementation is tome consuming and costs are high with necessary add ons.

Marketing Manager

It makes it simple to separate priorities while still maintaining overall visibility.

Group Director of Technology

I have deployed Jira service management at a couple of organisations I have worked at.

Ticket Management

Customer Support

Workflow

Request Management

Project Management

Automation

Service Desk

Agile and Sprint Management

Reporting

Complex permissions management

Customer Service Rep

The constant updating of credentials just doesn't make sense all the time.

49% of reviewers feel negative about Security and Access Control. Users think configuring permissions and access roles is confusing and often requires advanced knowledge. Reviewers indicate that granular permission settings can be overwhelming, making it difficult to assign appropriate access or troubleshoot issues. Some users report challenges with setting up agents, managing roles, and understanding the impact of configuration changes. They say that frequent credential updates and unclear backend settings add to the complexity, leading to potential access problems for end users.

Occasional slowness and lag

Performance can sometimes lag when managing large volumes of tickets or data, which may slow down productivity.

Flutter Developer

It feel really slow as there are a lot of repetitive empty fields that needs to be filled every time that are mostly the same.

72% of reviewers feel negative about Performance and Speed. Users report that the platform can be slow to load, especially when handling large volumes of tickets or complex workflows. Reviewers indicate that response times may lag, causing frustration and delays in daily tasks. Some users say repetitive fields and clunky interfaces contribute to inefficiency, while others mention unexpected downtime or maintenance interruptions. They find that performance issues can disrupt productivity, particularly during high-demand periods or when working with extensive data.

Confusing and rigid issue fields

Senior Operations Engineer

The options are at times clumsy and confuse the end users when the data is too much.

46% of reviewers feel negative about Issue Fields. Users say the interface for managing issue fields is outdated and not intuitive, making it hard to locate or update information. Reviewers report that default values and open fields clutter the view, while limitations in customization restrict flexibility. Some users mention difficulties with field arrangement, label management, and filtering, which can confuse end users. They also highlight problems with language translation, markdown support, and alignment, making the experience less user-friendly.

High and complex pricing

The cost of Jira Service Desk can be high, especially if they need to purchase additional licenses.

46% of reviewers feel negative about Pricing. Users think the platform is expensive, especially for small businesses or organizations with budget constraints. Reviewers indicate that licensing costs can escalate quickly as more agents or features are added. Some users report that essential functionalities often require additional paid add-ons, increasing the total cost. They find the pricing structure confusing and restrictive, making it challenging to justify the investment compared to other solutions. Others mention that approval processes for licenses can be cumbersome and costly.

Versatile agile project tools

scrum master

Powerful Agile views: It supports both the Scrum and kanban Boards-

97% of reviewers feel positive about Agile and Sprint Management. Users think the platform’s support for Scrum, Kanban, and hybrid frameworks makes it adaptable for various team structures. Reviewers indicate they can quickly set up boards, manage backlogs, and organize sprints, which helps them track progress and assign work efficiently. They appreciate the flexibility in customizing workflows and permissions to fit their agile processes. Some users report that sprint and backlog views improve planning and visibility, while others say the tool’s integration with other systems enhances agile collaboration and project delivery.

Streamlined request handling

Documented-Information Officer

Jira Service Management features works perfect on us, managing IT request, tracking updates, doing IT incident management has been my daily routine and Jira makes my work much better.

95% of reviewers feel positive about Request Management. Users say the platform simplifies the process of submitting, tracking, and resolving requests for both IT and non-IT teams. Reviewers appreciate customizable forms, user-friendly portals, and automated notifications that keep stakeholders informed. They find the system effective for managing approvals, organizing queues, and supporting service level agreements. Some users report that tracking progress and accessing knowledge bases are intuitive, while others highlight the benefit of centralized request management for improved collaboration and faster resolution.

Comprehensive service desk solution

92% of reviewers feel positive about Service Desk capabilities. Users say the platform centralizes service requests, making it easy for employees and customers to access support from anywhere. Reviewers appreciate customizable intake forms, robust incident and problem management, and integration with knowledge bases. They find the tool effective for managing SLAs, prioritizing tickets, and reducing manual communication. Some users report that the service desk improves workflow and productivity across departments, while others highlight its adaptability for IT and non-IT service management needs.

Efficient cross-team collaboration

Senior Scrum Master 

The collaboration capabilities of JIRA Service Management are exceptional, as teams can use comments, usernames, and attachments to communicate with each other, ensuring that everyone is up-to-date on critical updates.

Operation Specialist

I like the most that the cross-team collaboration works really good and everyone can stay updated and everyone relevant can request an update whenever needed. And it is helpful for multiple teams (support, finance, engineering and etc), since it can be modified whatever the need is.

94% of reviewers feel positive about Team Collaboration. Reviewers indicate the tool enables seamless communication through comments, attachments, and real-time updates, helping teams stay aligned. Users think integration with other Atlassian products and customizable workflows support collaboration across departments, including development, support, and business teams. They appreciate the ability to delegate tasks, share documents, and track progress collectively. Some users report that the platform’s flexibility allows teams of all sizes to work together efficiently, while others value the improved transparency and coordination it brings.

Robust ticket tracking features

IT Administrator

The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that ariseWith Jira Service Management, we were able to create a centralized incident ticketing system that provided complete visibility into ongoing incidentsThe automation capabilities of Jira Service Management were a game-changer.

92% of reviewers feel positive about Ticket Management. Users think the platform offers comprehensive tools for creating, categorizing, and prioritizing tickets, which helps teams manage incidents, requests, and tasks efficiently. Reviewers appreciate customizable workflows, automation, and integration with other systems for streamlined ticket handling. They find features like SLA tracking, reporting, and notifications valuable for maintaining visibility and accountability. Some users report that the intuitive interface and real-time collaboration improve response times and support quality across the organization.

Large Enterprises

Mid-size Business

Small Business

Freelancers

Reviewers indicate that JIRA Service Management offers beneficial pricing options for non-profits and provides a free version with limited features, which some small teams find suitable. Some users say the agent-based pricing model is advantageous for organizations with many customers but few agents, as only agents require paid licenses. Some reviewers appreciate the availability of free trials and flexible deployment options, including on-premise and cloud solutions. Users think the tool is cost-effective for larger teams or enterprises, citing its comprehensive features and scalability as justifying the expense. Some reviewers find the initial pricing attractive and note that it is competitive compared to similar tools.

However, some users report that the overall cost is high, especially as teams grow or require additional agents and advanced features. They feel that the need for paid add-ons and third-party integrations increases the total cost, making it less affordable for small businesses or startups. Some reviewers find the pricing structure confusing and restrictive, particularly when scaling or managing licenses. Users think that the software becomes significantly more expensive over time and that its value for money is less favorable for organizations with budget constraints. Some reviewers feel that the pricing is a major drawback compared to other project management tools.

Atlassian

ManageEngine Endpoint Central

Endpoint Central (formerly Desktop Central) from ManageEngine is an integrated desktop & mobile device management application that enables the centralized management of desktops, servers, laptops, tablets & smartphones.

ACMP Suite

In a world full of unpredictability, choosing the right partner is crucial. We are your guide on the path to greater simplicity and efficiency. ACMP offers modular and scalable solutions for your specific challenges in the IT department.

Maintenance Scheduling

Remote Access/Control

Server Monitoring

Compliance Management

Reviews for Action1 come from a wide variety of industries, including information technology and services (15% of reviewers), education management (10%), and computer & network security (8%). The most frequent use case for Action1 cited by reviewers is patch management (67% of reviewers).

Users and use cases

Most reviewers indicate that Action1 delivers excellent value for money, especially praising the generous, unrestricted free tier. Most users consider the paid plans reasonably priced, and they appreciate the lack of hidden fees or forced add-ons.

Action1 is an IT management tool with key features that include automatic patch deployment, patch management, alerts and notifications, a dashboard, real-time monitoring, and more.

IT Analyst

This is great for small and medium-sized companies that need software to control hardware/software inventory, in addition to allowing you to connect to an Active Directory server to search for machine information and even perform deployment on machines.

Director, Information and Marketing Technologies

Products of their SOC 2 Type II, ISO 27001, and GDPR certifications, Action1 offers multi‑factor authentication, AES‑256 encryption, and even HackerOne‑backed penetration testing.

Cybersecurity Analyst

The ability to automate patching from a centralized log that is also able to execute commands remotely instead of having to rely on Windows logs and SCCM.

Senior Information Technology Specialist

I also love some of the features like the ability to see your BitLocker keys at a glance for all systems, which is incredibly useful for quick recoveries when required.

There is a feature to upload the msi, so it will deploy over the internet and doesn't rely on a network or connected cloud storage such as onedrive etc.  

ICT Network Management

Update approval has streamlined the deployment of windows and software updates across the network giving visibility into where those updates are not applying correctly.

IT Director

I used to free endpoints to manage my server infrastructure patch management with ease and much preferred the dashboard and configuration compared to other platforms.

Head of Software Development

The user interface is a little but clunky in places and there are a few QOL features that could be improved upon, such as ability to customise the visible columns on the Endpoint overview, or easily view which endpoints are currently not allocated to a group. Though most of the issues i have are minor and some are in progress to be deployed in their roadmap.

You can create organizations and groups to separate machines, deploy software to endpoints, and connect to endpoints remotely.

It even allows for a quick start with the first 200 endpoints so you can truly test the product and decide on your own.

IT Consultant

The policy management for Windows, and the MacOS support are missing some features which I am used to with more expensive endpoint management suites.

During the deployment stage we engaged with support to check our approach was inline with best practice and support were able to help steer us to ensure our deployment fully utilised the feature set and met our overall needs.

JIRA Service Management vs Action1 Comparison (2026)

JIRA Service Management

Action1

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives