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JIRA Service Management vs IT Glue Comparison

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Overview

Category Leaders

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

Category Leaders

IT Glue is a cloud-based, SOC 2-compliant IT documentation solution which is designed to help MSPs manage documentation and...

  • 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

60

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

665

5

4

3

2

1

388

219

44

11

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.6

248

5

4

3

2

1

166

74

8

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

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.

Pros

Ease of use and access coupled with a great price point when bundling this with BMS and VSA makes this an easy win for all MSP's ranging in size from small to large.
My experienced for almost 2 years now is amazing, I really like it and like what I said it is easy to use.
Great solution to keep track of every bit of information about a client. Everything has a place and provides a password generator to help make it easy to secure logins and passwords.

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.

Cons

My techs no longer have to hunt for information and then worry it is outdated.
Overall, we are disappointed in the value of this product.
I would only ever consider their enterprise product which, if you have a large team, can become costly.
  • Vendor responds to reviews
  • Last review23 days ago
  • Vendor responds to reviews
  • Last review16 days ago

Key features

  • Total features114
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Change Tracking
  • Checklists
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Documentation Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Encrypted Password Storage
  • Event Logs
  • Feedback Management
  • File Management
  • File Sharing
  • For IT Project Management
  • For the IT sector
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Library
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Offline Access
  • On Call Scheduling
  • Password Management
  • Patch Management
  • Performance Metrics
  • Policy Management
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Project Management
  • Project Tracking
  • 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
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • 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
  • Tagging
  • Task Management
  • Templates
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • User Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features89
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Bug/Issue Capture
  • CRM
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Change Tracking
  • Checklists
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Documentation Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Encrypted Password Storage
  • Event Logs
  • Feedback Management
  • File Management
  • File Sharing
  • For IT Project Management
  • For the IT sector
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Library
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Offline Access
  • On Call Scheduling
  • Password Management
  • Patch Management
  • Performance Metrics
  • Policy Management
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Project Management
  • Project Tracking
  • 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
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • 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
  • Tagging
  • Task Management
  • Templates
  • Text Editing
  • Third-Party Integrations
  • Time & Expense Tracking
  • User Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations131
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations73
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

AR
AvatarImg

Verified reviewer

Computer Software, 1-10 employees

Used daily for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Best service desk tool in market

Reviewed 5 years ago

Client's problem solving, service desk functionality usage, see who are ticket solvers, who does more work etc

Pros

Jira Service Desk is very well customizable tool for different team sizes. Atlassian products work very well, contain awesome Lucene search functionality, which means you can search text string and it will look up all text fields and give you service desk ticket match. Very helpful tool.

Cons

Jira Service Desk works very well, it takes time to change it accordingly to team's needs. But it is totally worth it.

MF
AvatarImg

Michael F.

Information Technology and Services, 201-500 employees

Used monthly for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

A great tool to improve efficiency

Reviewed 2 months ago
Pros

The ease of use and automation. It allowed to streamline processes

Cons

Nothing not to like it vastly improved everything it touched

AvatarImg
AvatarImg

Eusebio B.

Internet, self-employed

Used weekly for less than 6 months

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Comprehensive and complex in equal parts

Reviewed 10 months ago

I still feel that I don't take full advantage of the enormous amount of options. It lacks a native Mac application, it can only be used in a web version.

Pros

After trying many ticketing systems, I ended up with JIRA after using it with an external client. Very capable in all areas.

Cons

It is complex the first time you deal with it. It has a bit of a big learning curve.

YS
AvatarImg

Yan S.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

JIRA Service Management logo

JIRA Service Management

Working with and implementing JSD in many global companies

Reviewed 7 years ago
Pros

Ease of use, automation tools are powerfull, add ons with no limited possibilities such asset managemnet

Cons

It is a great tool it is part of Jira suite. It is integrated with Confluence for KM so it is not stand alone

AvatarImg
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Gabriela M.

Computer Software, 1-10 employees

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Eliminating management problems

Reviewed 10 months ago

When using it in the free version certain functions are limited, but for a small company with less than 10 members it is perfect.

Pros

It has important indicators that help determine the performance of the service. In addition, if you have other Atlassian software, it enhances project management even more.

Cons

It turns out to be somewhat complex, in some cases, to solve even simple problems. Therefore, it requires specialized personnel to handle it.

AR
AvatarImg

Verified reviewer

Airlines/Aviation, 1,001-5,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Jira Review

Reviewed 9 months ago
Pros

I like Jira for its simplicity. These last few months that I started using it at my new job I understand that I had suffered a lot previously. It is easy to manage tickets and incidents as well as knowledge sharing with my colleagues.

Cons

It is not easy to get used with it. Sometimes too many options for a beginner , but it gets better as time goes.

MM
AvatarImg

Monika M.

Medical Devices, 201-500 employees

Used weekly for 2+ years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Good tool for task and issue management

Reviewed 2 years ago

I started liking it more with time. It's a love-hate relationship we have :D but I can definitely recommend this tool.

Pros

It'a good tool for cross-team cooperation. Allows to easily track task, issues, progress

Cons

At the beginning I found it quite complicated and hard to use, only with time I learnt how to use it daily and like it.

NK
AvatarImg

Nikhil K.

Education Management, 501-1,000 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 Service Management logo

JIRA Service Management

Project management tool at it's best.

Reviewed a year ago

Overall my experience with Jira is awesome as I got used to the system itself.

Pros

The sheer range of features Jira offers.

Cons

At first it is a bit overwhelming but slowly you get use to it.

PB
AvatarImg

Prisca B.

Nonprofit Organization Management, 1-10 employees

Used weekly for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Using Jira for Nonprofits

Reviewed a year ago

Jira allows us to keep better track of goals and break them down into manageable steps. It's been helpful having it all in one place for all our team leads to collaborate on.

Pros

I really appreciate the possibility to detail each assigned task--for example, urgency, to whom it's assigned, which category, adding subtasks, etc.

Cons

We use it as a nonprofit, which means it is free up to ten users. We use it for team leads, and though it might be nice to have more licenses, it actually works well so team leads can be the admins and delegate to their teams from there.

AvatarImg
AvatarImg

Bill C.

Used daily for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Marketing Team Uses JIRA Service Desk to Handle All Requests for Marketing

Reviewed 7 years ago

Our marketing team knows exactly the status of any request of our team. And so do the requesters.

Pros

JIRA Service Desk is a great way to enable everyone at our company to request things from Marketing with tailored forms for each type of request .... for example, business cards, collateral for events, changes to our website, updating sales enablement content, go-to-market support, schwag requests, etc. No more emailing stuff. Employees just fill out a form and can keep up with the status of their request. Our Marketing team just goes through each queue a few times a week and delivers a transparent and trackable service. We know the status of everything....especially the requests that are behind....waaay behind. Which is great.

Cons

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy.

AR
AvatarImg

Verified reviewer

Telecommunications, 1,001-5,000 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 Service Management logo

JIRA Service Management

The right choice for issue management and project tracking

Reviewed a year ago
Pros

Easy to use, friendly UI. You can set workflows on your own for each projects. User role management is great.

Cons

It is a really complex system, so it takes time to reach a deeper understanding.

LD
AvatarImg

Lana D.

Information Technology and Services, 11-50 employees

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:

JIRA Service Management logo

JIRA Service Management

Jira for client support

Reviewed 2 years ago

Overall very positive experience. It makes it easy to live up to your SLA’s since it shows you how long you have to resolve tickets.

Pros

What I like most about JIRA is that it brings all of your client’s support tickets to one platform. It’s easy to manage, compare, reply on such tickets.

Cons

It sometimes is confusing when you answer a client on JIRA, in what format it will send the reply (email?).

AvatarImg
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Alok C.

Information Technology and Services, 201-500 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 Service Management logo

JIRA Service Management

One of the best project management software to have

Reviewed a year ago

Overall, I would highly recommend Jira to any business or organization looking for a powerful and flexible project management software. Whether you're a small team or a large enterprise, Jira offers the features and functionality you need to manage your projects effectively and efficiently.

Pros

It helps us track our tasks very efficiently, using tools and features provided by Jira Software. Like Jira Boards, Time Tracking\Work-logs, Reports, Email notifications, Filters and Dashboards are few which we are using most frequently.

Cons

It has lots of customization options, which makes it bit complex specially during initial setup.

ST
AvatarImg

Szabolcs T.

Computer Software, 51-200 employees

Used weekly for 6-12 months

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Significant improvement over a simple Jira board but complex to set it up

Reviewed a year ago

I love the automation part and this makes it much more productive compared to a regular Jira board. So I can only recommend it.

Pros

We are mainly using it for customer support and tracking user issues in it. It is a huge improvement over a Jira board because it offers various automations. We can set it up to ping certain user groups on ticket creation or simply do periodic reminders for the assigned people. It is really hard to summarise what can be automated because there are a lot of options.

Cons

I think it is power comes from the various custom automations. But this is its drawback too because it can get really complicated to set up what you actually want to achieve. And a second thing I want to mention is that it is probably not cheap because in the company we need to have a good reason for adding an extra license.

BD
AvatarImg

Bishal D.

Computer Software, 11-50 employees

Used weekly for less than 6 months

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Simplifying my support task

Reviewed 7 months ago
Pros

I love its user-friendly interface and its automation. It has very good ticket management. Making and observing reports is much easier when using it.

Cons

It was costly for us when we used it for the startup company.

RM
AvatarImg

Rutvik M.

Internet, 51-200 employees

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:

JIRA Service Management logo

JIRA Service Management

Best Tool for Managing Client issues and Bugs

Reviewed a year ago
Pros

We have to raise bugs daily and it is a very easy tool to set up

Cons

not as of now, it works great and I love to use it

EF
AvatarImg

Elias Felvinczi E.

Transportation/Trucking/Railroad, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

JIRA Service Management logo

JIRA Service Management

A short summary

Reviewed 10 months ago
Pros

Although it's not the friendliest app, it has a plus because it has many apps you can integrate it with, and that helps quite a bit.

Cons

One of the primary minuses is the app's interface, it's too outdated and quite hard to learn, it doesn't have the best logic, and it takes a while to get used to it, on top of that, it has some bugs, which you don't expect to find in such big apps, and it has some limitations, which can't be customised, like you can only add one user to the ASSIGN column.

AM
AvatarImg

Alberth M.

Outsourcing/Offshoring, 1,001-5,000 employees

Used weekly for 6-12 months

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Submit a request for any hardware/software or office related queries has never been so easy.

Reviewed 2 years ago
Pros

Easy to use.Plenty of options to select.It has improved the way we request hardware or software or even when we have an IT issue with our devices.It sends a ticket directly to the team/people in charge of resolving these queries in that way the information is not lost in transit.

Cons

There is none so far, I like it pretty much the way it is so far.

VP
AvatarImg

Viveka P.

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

JIRA Service Management

Reviewed a year ago

Overall, Jira Service Management offers several advantages for business and organizations, including IT service management, customization, collaboration, reporting analytics, customer support and agile project management.

Pros

JIRA Service Management is fantastic tool as it provides IT service management capabilities, allows businesses to manage IT incidents, problems, and changes. It helps to improve the efficiency and effectiveness of IT operations, reducing downtime and improving service quality. It offers customer support features, to track and manage customer requests and issues which reduces the workload on customer support teams. The amazing feature is, it also includes Agile project management capabilities, which allows businesses to manage projects using agile methodologies, as it increases project visibility, collaboration, and delivery speed.

Cons

Jira Service Management can be slow to load and can sometimes experience performance issues.

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Marvin M.

Financial Services, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

JIRA Service Management logo

JIRA Service Management

Mr. Fantastic

Reviewed 6 years ago
Pros

Very flexible tool, very useful in seeking assistance especially to our IT team, very simple and user friendly

Cons

It takes some expertise to set it up to suite a team's particular need. Most teams will need some JIRA/JIRA Service Desk expertise from someone to set it up. Once that happen, using it is easy

GG
AvatarImg

Guido G.

Furniture, 501-1,000 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:

JIRA Service Management logo

JIRA Service Management

You love it or you hate it - Best tool for issue management

Reviewed a year ago

We're using to keep track of all the issues of our e-commerce projects and to map all the enhancements we're about to deploy on the website.It's a great tool when you use it with your team and external partners.

Pros

It's a great tool to manage tasks, incidents and issue management.It allows you to open task, add information, attachments, tag people and have all the historical track of the ticket management.Best feature: Google Chrome extension, which allows you to quickly open tickets and attach screenshot of the web page you are in that moment.

Cons

It might appear complicated at the beginning; you might get lost in the tickets and in the kanban board, but it only takes some time to get used to it.

MB
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Matthew B.

Philanthropy, 201-500 employees

Used weekly for 1-2 years

Review source

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

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JIRA Service Management

Recommend to most companies

Reviewed 6 years ago
Pros

This is an affordable solution to any kind of business who needs a customer service platform. It's necessary for keeping clients and our staff connected.

Cons

It can take quite a while to get used to all the features and settings. Once our IT held a series of mandatory trainings we all figured it out.

IP
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Ingus P.

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

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

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JIRA Service Management

Works flawless, with different possibilities, but the search feature is on low quality lately.

Reviewed 2 years ago

Overall, it is easy to use, and it is easy issue management tool for new features.

Pros

I like, that it is easy to use, create a tickets, create additional fiels, labels, different priorities. It is possible to clone the issues, and edit them as fast as possible. Everything can be organized as you like. Also there is some automation tools as well.

Cons

Lately i don't like the search function, because it is not always finding what i want, lately it is hard to find some specific issues. Previously it was working much more better. Not sure what was changed, but usually it is not finding the issues what is want. better to use some JQuerry.

AR
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Verified reviewer

Market Research, 501-1,000 employees

Used daily for 2+ years

Review source

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

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JIRA Service Management

Jira for project management in SDLC

Reviewed a year ago

it was pretty good software and follows industry standards, we hosted it on our own server.

Pros

I like the way it integrates with many other tools to manage projects overall through it's SDLC. I have been utilizing this software for more than 8 years, and we have been very productive when using this product.

Cons

I think the UI could be more intuitive add some new features for navigating through the pages, prepoluate the useful queries per boards designed and all.

SJ
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Sabina J.

Computer Software, 51-200 employees

Used weekly for less than 6 months

Review source

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

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JIRA Service Management

Great ticket management

Reviewed a year ago
Pros

I like how easy it is to create a ticket and see the development of my problem when I have some IT related issue. As a person who is not from IT field, I appreciate how user friendly it is. Also a big plus is that each company can customize it perfectly according to their internal needs.

Cons

Even though I mentioned the customization as an advantage, it can be sometimes also a disadvantage in cases when its set up too specifically, so even though its famous and widely used software, for newcomers it can be quite hard to learn how to use it. Besides that nothing negative comes to my mind.

LL
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Lester L.

Information Technology and Services, 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 recommend7/10

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IT Glue

New User

Reviewed 3 years ago
Pros

IT Glue is a very good product that is easy to use.

Cons

Need to improve password security and management.

ML
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Matthew L.

Information Technology and Services, 1-10 employees

Used daily for 2+ years

Review source

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

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IT Glue

Secure and Organized

Reviewed 10 months ago

Overall ITglue has been a great asset for our organization and plan to use for years to come.

Pros

Searchable, organized and secure - ITGlue allows our team to maximize their knowledge and keep our clients happy.

Cons

Unexpected downtime. Otherwise duplicate management would be helpful.

JS
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Jordan S.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

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

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IT Glue

Great Product

Reviewed 7 months ago
Pros

ITGlue is a great knowledgebase for our techs to access important information about all our clients.

Cons

Management of tech permissions and access needs an overhaul.

AR
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Verified reviewer

Marketing and Advertising, self-employed

Used monthly for 1-2 years

Review source

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

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IT Glue

IT Glue Review: A Comprehensive IT Documentation and Management Platform

Reviewed a year ago

Overall, IT Glue is an excellent platform for IT teams looking to streamline their documentation and management processes. While it may not be suitable for everyone due to its pricing and learning curve, its features and customization options make it a valuable tool for businesses and organizations that rely heavily on IT.

Pros

Comprehensive IT documentation and management platform.Helps to centralize and organize IT documentation, including passwords, credentials, network configurations, service contracts, and more.Improves efficiency and productivity in IT asset management, troubleshooting, and customer support.Integrates with other IT tools, such as PSA and RMM, to enhance collaboration and workflow.Offers a wide range of features and customization options to meet the specific needs of IT teams.

Cons

May be expensive for small businesses or individual IT professionals.Steep learning curve for users who are new to IT documentation and management.Some features, such as automated password rotation, may require additional setup and configuration.Limited mobile app functionality, which may be inconvenient for remote IT support.

EH
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Evan H.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

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

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IT Glue

Review

Reviewed a year ago
Pros

Password and OTP Management. Documentation and access management

Cons

Integrations are complicated to configure and do not work right out of the gate.

TG
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Todd G.

Computer & Network Security, 1-10 employees

Used daily for 2+ years

Review source

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

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IT Glue

ITGlue set our business up to truly Scale

Reviewed 7 months ago

Overall, documentation is the foundation for any MSP and ITGlue is the best way to build that documentation in a way that helps an MSP scale.

Pros

ITGlue was the first platform we used to centralize our knowledge and build data and documentation in a way that could scale with a growing company.

Cons

Searching in ITGlue requires training and is unintuitive. User permission management has evolved but is still silly.

WQ
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Waqas Q.

Information Technology and Services, 1-10 employees

Used daily for 1-2 years

Review source

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

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IT Glue

ITGlue Review

Reviewed 7 months ago
Pros

Password management and IT documentation

Cons

Document search/filtering User interface

AR
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Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

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

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IT Glue

Me

Reviewed a year ago

Nice

Pros

Documentation and password management tool

Cons

No comment at all, everything good and fine

BS
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Bruce S.