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JIRA Service Management vs Issuetrak Comparison (2026)
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Good recommendations?
JIRA Service Management
4.5
(779)5
444
4
270
3
50
2
12
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Issuetrak
4.6
(205)5
134
4
57
3
13
2
1
1
0
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
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.
Free yourself from tracking your company's issues across spreadsheets and email. Issuetrak allows you to manage everything, from issue creation to resolution to reporting. With multiple hosting options and customized pricing, there's no better time to get on 'trak.
- 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
User reviews
4.5
779
5
4
3
2
1
444
270
50
12
3
- Value for money
- Ease of use
- Features
- Customer support
77%
would recommend this app4.6
205
5
4
3
2
1
134
57
13
1
0
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this appPros
“I especially appreciate how it supports Agile and Scrum practices by helping teams stay organized and meet deadlines more efficiently. While there is a learning curve, the features and flexibility make it a valuable tool for project and service management.”
Bernice M.
Hr
“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.”
AP
Adam P.
Managing consultant
“Overall, Jira Service Management is a powerful tool for managing service requests and workflows, but it takes some time to master. Once you get the hang of it, it's efficient and flexible.”
AR
Arti R.
Software engineer
Pros
“Having reactive drop boxes in Issue Templates would be helpful to example when I select subtype 1 it would filter what is presented by subtype 2. ”
PK
Patrick K.
Sr Systems Administrator
“You system does not cover all our needs but with you outstanding support team we have been able to provide our internal customers with a clean experience.”
JC
John C.
RMA Manager
“Issuetrak is a flexible product, we can make the forms custom to what our business needs. ”
DB
Denise B.
Director of Credit and Customer Service
Cons
“Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version.”
AR
Arti R.
Software engineer
“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.”
JK
Jarosław K.
Director of Support Services
“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.”
JK
Jarosław K.
Director of Support Services
Cons
“Not a fan of how the service handles email updates to tickets and I wish it were more clear who is able to receive updates for tickets.”
JB
Josie B.
IT Support Technician
“I have some minor gripes with the app, but it mostly works very well for what i need. When I select a user, if the name isn't highlighted, it won't work, that's kind of annoying.”
DF
Daniel F.
Information Technology Support Technician
“Some UI menus can be blocky and not as modern looking as other menus.”
NG
Noah G.
IT Manager
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review7 months ago
Key features
- Total features128
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- 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
- Billing & Invoicing
- Budget Management
- Bug Tracking
- Bug/Issue Capture
- CRM
- Calendar/Reminder System
- Call Center Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Checklists
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Commercial Properties
- Communication Management
- Communications Management
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer History
- Customer Portal
- 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
- Document Management
- Document Storage
- Email Alerts
- Email Management
- Email Templates
- Equipment Maintenance
- Equipment Management
- Event Triggered Actions
- Facility Asset Management
- Feedback Management
- File Management
- Fixed Asset Management
- For IT Project Management
- For Nonprofits
- For Schools
- For Small Businesses
- Forms Management
- Full Text Search
- GPS
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IT Reporting
- Inbox Management
- Incident Management
- Interaction Tracking
- Internal Chat Integration
- Inventory Control
- Inventory Management
- Investigation Management
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Learning Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Materials Management
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Projects
- Network Monitoring
- On Call Scheduling
- Onboarding
- Parts Management
- Patch Management
- Performance Metrics
- Policy Management
- Pre-built Templates
- Preventive Maintenance
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Release Management
- Reminders
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Requisition Management
- Rich Text Editor
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Task Management
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Team Collaboration
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Training Management
- Usage Tracking/Analytics
- User Management
- Vendor Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Work Order Management
- Workflow Automation
- Workflow Management
- Total features175
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Appointment Management
- 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
- Billing & Invoicing
- Budget Management
- Bug Tracking
- Bug/Issue Capture
- CRM
- Calendar/Reminder System
- Call Center Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Checklists
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Commercial Properties
- Communication Management
- Communications Management
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer History
- Customer Portal
- 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
- Document Management
- Document Storage
- Email Alerts
- Email Management
- Email Templates
- Equipment Maintenance
- Equipment Management
- Event Triggered Actions
- Facility Asset Management
- Feedback Management
- File Management
- Fixed Asset Management
- For IT Project Management
- For Nonprofits
- For Schools
- For Small Businesses
- Forms Management
- Full Text Search
- GPS
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Incident Management
- IT Reporting
- Inbox Management
- Incident Management
- Interaction Tracking
- Internal Chat Integration
- Inventory Control
- Inventory Management
- Investigation Management
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Learning Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Materials Management
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple Projects
- Network Monitoring
- On Call Scheduling
- Onboarding
- Parts Management
- Patch Management
- Performance Metrics
- Policy Management
- Pre-built Templates
- Preventive Maintenance
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Project Tracking
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Release Management
- Reminders
- Remote Access/Control
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Requisition Management
- Rich Text Editor
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Task Management
- Task Planning
- Task Progress Tracking
- Task Scheduling
- Team Collaboration
- Templates
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Training Management
- Usage Tracking/Analytics
- User Management
- Vendor Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Work Order Management
- Workflow Automation
- Workflow Management
Integrations
- Total integrations62
- 8x8 Contact Center
- Asana
- Atlas CRM
- Azuqua
- Balsamiq
- BigGantt
- BigPicture
- Bitbucket
- Box
- Checklist for Jira
- Confluence
- Didit
- Docusign
- Dropbox
- Freshdesk
- GitHub
- Gliffy
- Gmail
- Google Analytics 360
- Google Docs
- Google Drive
- Google Sheets
- Hootsuite
- HubSpot CRM Integration for Jira
- Jenkins
- Jira
- Kayako
- LiveChat
- Luciq
- Mermaid Chart
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft SharePoint
- OKR for Jira
- Okta
- OneDrive
- PagerDuty
- QAlity Plus
- Quip
- Rewind
- Salesforce Sales Cloud
- ScriptRunner
- ScriptRunner for Jira
- SendGrid
- ServiceNow
- Slack
- Tempo Timesheets
- Toggl
- Trello
- UpRaise
- Userlane
- Usersnap
- WBS Gantt Chart for Jira
- Workplace from Meta
- Xray
- Zapier
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- draw.io
- monday AI Work Platform
- Total integrations10
- 8x8 Contact Center
- Asana
- Atlas CRM
- Azuqua
- Balsamiq
- BigGantt
- BigPicture
- Bitbucket
- Box
- Checklist for Jira
- Confluence
- Didit
- Docusign
- Dropbox
- Freshdesk
- GitHub
- Gliffy
- Gmail
- Google Analytics 360
- Google Docs
- Google Drive
- Google Sheets
- Hootsuite
- HubSpot CRM Integration for Jira
- Jenkins
- Jira
- Kayako
- LiveChat
- Luciq
- Mermaid Chart
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft SharePoint
- OKR for Jira
- Okta
- OneDrive
- PagerDuty
- QAlity Plus
- Quip
- Rewind
- Salesforce Sales Cloud
- ScriptRunner
- ScriptRunner for Jira
- SendGrid
- ServiceNow
- Slack
- Tempo Timesheets
- Toggl
- Trello
- UpRaise
- Userlane
- Usersnap
- WBS Gantt Chart for Jira
- Workplace from Meta
- Xray
- Zapier
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- draw.io
- monday AI Work Platform
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