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JIRA Service Management vs BOSSDesk Comparison
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Overview
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira...
BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise....
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
17.65
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
19
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Pros
Cons
Cons
Key features
- Total features112
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcode/Ticket Scanning
- Barcoding/RFID
- Bug/Issue Capture
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Routing
- Capacity Management
- Change Management
- Change Planning
- Change Tracking
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Management
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Inbox Management
- Incident Management
- Interaction Tracking
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- On Call Scheduling
- Patch Management
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- Safety Incident Management
- Scheduled/Automated Reports
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Task Progress Tracking
- Text Editing
- Third-Party Integrations
- Time & Expense Tracking
- User Management
- Widgets
- Workflow Configuration
- Workflow Management
- Total features103
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Approval Process Control
- Approval Workflow
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcode/Ticket Scanning
- Barcoding/RFID
- Bug/Issue Capture
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Routing
- Capacity Management
- Change Management
- Change Planning
- Change Tracking
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Management
- Contract Drafting
- Contract/License Management
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Device Auto Discovery
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Feedback Management
- For IT Project Management
- Full Text Search
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- Inbox Management
- Incident Management
- Interaction Tracking
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- On Call Scheduling
- Patch Management
- Performance Metrics
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requisition Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- Safety Incident Management
- Scheduled/Automated Reports
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Task Progress Tracking
- Text Editing
- Third-Party Integrations
- Time & Expense Tracking
- User Management
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations133
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations1
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
Alternatives
Explore similar apps
User reviews that mention these apps
Kathy M.
Review source
Share this review:
Pros: The software works very well for our tickets, assets, inventory and warehouse management system. Cons: None from BOSS Customer Service: EXCELLENT!!! (A++)
No pros were added to this review
No cons were added to this review
Thank you Kathy for your positive review and wonderful feedback of the BOSS Asset Management product. Your feedback helps us to continually improve the product for all of our customers.
Verified reviewer
Libraries, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
I like the interaction you get with the software, the fact that you can customized the icons, and also the support you receive
very basic input, needs more additions. for example project management, incident manage, and change management.
Junior A.
Government Relations, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
Make it easy for users to report their issues and no excuses from Helpdesk Support team because ticket can update anytime, anywhere .
There are few features that I like, taking the possibility where I can customize most of the input in Service Catalogue by adding or removing and also the assets management tool which is very helpful for pulling reports.
Not keeping customer update up coming features.
Rick Y.
Review source
Share this review:
We've been a customer of BOSS Solutions for 10 years and their asset management solution has become an integral part of our service organization. We depend on the asset inventory and software inventory every day.
No pros were added to this review
No cons were added to this review
Thank you Rick for positive review, feedback and ongoing support of the BOSS suite of products. We appreciate your feedback which helps us to continue to improve the products for all of our customers.
Kathy M.
Government Administration, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
Inventory Management
The software is customer and user friendly and love the fact that custom fields can be added. I would recommend BOSS software to any business or local government that need to gain control of managing tickets and managing their inventory.
Routing rules for groups and teams take time to learn. The need to fully understand BOSS and how to utilize the software for reports etc. need to be more hands on.
Ben S.
Education Management, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
BossDesk is providing us with a solid ticketing system. The additional features like being able to turn emails into tickets makes this product very useful.
The software is easy to use and allows you to create customizable service requests, which has proven to be VERY helpful. There are a lot of features associated with BossDesk that allow you to feed into the application with email or Google, and this has proven to be a game changer for us. We can create a "comment" in a Google doc and use the Boss postbox feature to create a ticket off of this comment. We also can have a piece of IT equipment email a ticket into Boss when there is an outage. There are a lot of little integrations like these two examples that extend the usefulness of the application.
BossDesk has a dashboard with widgets that display ticket counts and allows you to open a view of those tickets - I wish it could use "custom" fields from the service requests to create dashboard items. Also, management would like to see more reporting features. All in all, still not too much downside to BossDesk.
sucheta d.
Information Technology and Services, 51-200 employees
Used daily for less than 6 months
Review source
Share this review:
The product interface is user-friendly, deployment is easy ,Customer onboarding process is ease.
Need to improve Customer support, project management feature is not so great compare to other competitor
Tamara S.
Information Services, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
Customer service and technical support are top notch. We love the flexibility to interface with Active Directory and MS Access. We use the reports to manage all of our helpdesk functions. BOSS reports provide management valuable information on trends and technical support resource utilization.
Customer Service and Flexibility
No cons were added to this review
Verified reviewer
Used weekly for less than 6 months
Review source
Share this review:
Cost friendly and efficient application for helpdesk and asset management
Boss has help desk, Inventory Management, Asset management functionalities... all rolled into one platform! Best value for organizations looking to streamline their operations
Integration and work flow set up during the initial stages can be complicated. customization can also be tricky though they have an efficient support team.
Joedy G.
Government Administration, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
We use BossDesk for our helpdesk solution as well as Asset Management as well as Self help point for our customers. The support staff is exceptional and makes setup and troubleshooting super easy.
The ease of use is extraordinary. Asset management is definitely a breeze once everything is setup. Ticket management and history of issues is easy to track based on both the customer involved and the asset. So problem management can be tracked down to the customer or device.
There really is not anything I can think of I would point out as being a negative
Travis A.
Government Administration, 1,001-5,000 employees
Used weekly for 1-2 years
Review source
Share this review:
Easy to use ticket management system for Help Desk.
Some of the ticket features like adding time are not in the close function.
Mayson M.
Government Administration, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
They have exceptional customer service, are quick to respond, and overall extremely attentive.
I am most impressed with the ability to handle change management processes.
N/A. We have changes we need to make for ourselves to get full use of the BOSSDesk product.
Paul H.
Education Management, 501-1,000 employees
Used daily for 1-2 years
Review source
Share this review:
Boss Support Central hass really helped us to manage and streamline our trouble ticket calls. It has really eased the pain of how we were doing trouble tickets before. Also, the inventory management functions have been very useful and allowed us to computerize all of our inventory in one central location.
Very easy to manage and access trouble tickets. Very nice inventory management functions
None that I can think of
Rick Y.
Government Administration, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
We have been partnering with BOSS Solutions since 2007 when they introduced DiagWin. It's been one of the most successful decisions we've made. Our positive experiences have encouraged us to extend this application into other county departments, and we've never regretted that decision. BOSS Solutions has offered their knowledge and experience to discuss options and to guide us on how to use their applications most effectively.
Superior customer service along with a solid, well-supported application
They need to improve their communication of new features and functions.
Randy J.
Information Technology and Services, 5,001-10,000 employees
Used daily for 2+ years
Review source
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Some of the most impactful features are the Incident Management tools and Email Settings.
My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our users.
Cassandra S.
Utilities, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
Exceptional. There is always something new to learn and make it adapt to my day-to-day needs.
The ability to help users with their technical needs through a ticket management system.
Thus far there is nothing. BossDesk has everything you could possibly need to work for you and your organization.
Debbi K.
Government Administration, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
BOSS is essential to helping our department work with customers and keep track of inventory and issues. With the latest update, a necessary but not efficient experience has become very speedy and we can flip through tickets and searches with ease
Helpdesk ticket management allows us to assign and track individual and project tickets with ease Asset management and inventory help us to easily keep track of our inventory for ticket and audit purposes The latest version speeds the whole thing up so much more
Older version was slow and flipping between pages took a long time
Kim F.
Government Administration, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
BOSSDesk
My most useful tools providing service to my customers. Support Central, Web and Mobile Helpdesk.
Implements our service response and keeps history.
Quickly write a ticket and assign it. Distributes with ease on 3 platforms. Support is very responsive and they've always helped me. Looking forward to the new web version. I hope to set it up with an ITIL theme. Very reasonably priced. Lots of webinars.
Someone in my organization designed the hierarchy before I got here and I would have done it differently. Will correct it when mapping to the new version. Had to learn SQL to get the kind of reports that I wanted.
Jordan D.
Review source
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Compared a few different products and for generous amount of everything that is offered in this product at such a great cost we couldn't go wrong. Yes some of the other products were a little cheaper but they didn't include the whole package. With this solution we got everything we needed including service desk, asset management, inventory, computer management, mobile apps and more. The staff at BOSS were always friendly and were great at helping us set up the product and training my staff on using it. I've used many other products but can say that this one is the best I have ever used and will be using this for a longtime to come
No pros were added to this review
No cons were added to this review
Thank you Jordan for your review and wonderful feedback of the BOSS Asset Management product. Your feedback assists us in the ongoing improvement of the product for all.
Kyle H.
Construction, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
It has been great. We have really tuned it well and it works great for our current environment. We use more and more features everyday as we get things setup and settled.
It's ticket management system. It has worked wonders for us. Both with helping us internally and externally with other vendors
Its not always the best when reporting a PCs activity. Sometimes it won't catch that a computer is online and display current info
Gary K.
Government Administration, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
BOSSDesk
Awesome product and support team for automating and streamlining your service desk.
We migrated from a legacy on-prem solution to a BoSS on-prem solution which we easily migrated to the BoSS SaaS solution. All of our information was easily migrated forward as we needed to make organizational changes. The BoSS solution suite is capable, flexible, adaptable, and easy to use, which has resulted in significant process improvements for our organization.
The integration and automation of service requests, and the ability to create a service request from multiple avenues. Being a SaaS solution enables access to tickets and inventory from any location and from any device. We are able to update our field techs with ticket assignments or ticket updates while they are in the field, and the techs are able to update the service ticket from the field with the latest information. This makes reporting close to real-time.
There's nothing that I can point to that I would regards as liking least about the solution, other than the solution won't actually perform the physical work itself :-)
Rick Y.
Review source
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BOSS Solutions Support Central has proven to be a flexible and reliable asset for many of our service departments throughout Forsyth County. It's the primary means for all county employees to request assistance with computer and communications related issues. Our GIS department uses Support Central for every service request it receives and it's employees use the timesheet feature to track their time...
No pros were added to this review
No cons were added to this review
Thank you Rick for your positive review and feedback of the BOSS Support Central product. We are glad that the product continues to bring such great benefit to Forsyth County and your feedback helps us to continue to improve the product for all of our customers.
Annette D.
Government Relations, 1,001-5,000 employees
Used daily for less than 6 months
Review source
Share this review:
No comment until we utilize the BOSSDesk
My company just purchased BOSSDesk, hopefully it will make Service Desk easier and give users more optional to choose from.
At the moment I don't have any opinion about BOSSDesk.
Le’Don S.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
Review source
Share this review:
It has been great overall the customer support is very responsive and they are very helpful
I love the functionality of BOSS and having to have the flexibility to create your own work flows and service requests that are Taylor made for your organization
It doesn’t have the HP warranty information
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