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JIRA Service Management vs Sunrise ITSM: Which is a better fit?

Updated on February 11th, 2025
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Summary
Key features rated by users
Features selected based on 4,136 reviews from Help Desk users.
% Fit
Missing features
Not enough reviews
Feature ratings
Ticket Management
4.6
Prioritization
4.4
Performance Metrics
3.0
Real-Time Notifications
NA
Alerts/Escalation
4.2
% Fit
Not enough reviews
Feature ratings
Ticket Management
4.8
Prioritization
--
Performance Metrics
--
Real-Time Notifications
4.2
Alerts/Escalation
5.0
User satisfaction
4.5
User reviews707
Ease of use
4.2
Functionality
4.5
Value for money
4.3
Customer support
4.3
4.4
User reviews10
Ease of use
4.8
Functionality
4.4
Value for money
4.8
Customer support
4.4
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

High-velocity teams looking to optimize their ITSM practices eliminate silos between IT, operations, development, and business teams, resolve requests and incidents fast, and push changes with ease.

We work with businesses across all industries, from the NHS, councils, education and finance firms, just to name a few, who are looking to streamline their service desk delivery.

User reviews
pros & cons
1 / 4
View Reviews
Not enough reviews
View Reviews
Video reviews
video-a68d19e0-6bf8-4350-a4b3-08dc6003b090
Heena K
Client Services Lead- EMEA
4.0

Speaker 1: Hi, my name is Heena. I work at Bliss. I'm a client services lead for UK International Market. Bliss is a programmatic DSP. I use Jira as a project management platform, and I rate it four stars. Jira is basically used as a project management tool. We consider each and every programmatic booking that we get at less as a project, and at least 32 people contribute into that project. So from the pre-activation stages to activation, and then the execution, and then finally the reporting and the analytics, and we basically carry it all through Jira. And hence, it's a very important tool in our [inaudible 00:00:48]. I think Jira is very easy to use, easy to navigate, easy to train people on. No additional training is required every time someone is onboarded onto Jira. And also it also keeps logs of all the changes that happened during the project completion. And hence, it's easier to trace back the steps and identify if anything went wrong, et cetera. I think the least things are, sometimes it could take a downtime to get loaded, especially if we are working on a complex project or we have had several months of data onto the single project, then it can be a little bit lagged to download all the information.

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227102
5 screenshots
148707
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Access Controls/Permissions
207
Important
Activity Dashboard
388
Important

JIRA Service Management

21/30
  • Activity Dashboard
  • Customer Database
  • Email Templates
  • Macros/Templated Responses
  • Mobile App
  • Personalization
  • Real-Time Notifications
  • Secure Data Storage
  • Single Sign On
  • Access Controls/Permissions
  • Alerts/Escalation
  • API
  • Automated Routing
  • Collaboration Tools
  • Customizable Branding
  • Customizable Fields
  • Data Import/Export
  • Knowledge Base Management
  • Multi-Channel Communication
  • Performance Metrics
  • Prioritization
  • Real-Time Chat
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Surveys & Feedback
  • Third-Party Integrations
  • Ticket Management
  • Workflow Management
See All features
Hide Help Desk Software Features -

Sunrise ITSM

Top Features
25/30
Show Help Desk Software Features +

JIRA Service Management

--

Sunrise ITSM

--

JIRA Service Management
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Sunrise ITSM
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
JIRA Service Management
  • By Atlassian
  • Located in United States
  • Founded in 2013
Sunrise ITSM
  • By Sunrise Software
  • Located in United Kingdom
  • Founded in 1994
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