# Compare HelpDesk vs JIRA Service Management 2026 | Capterra > Unsure of what to choose? Check Capterra to compare HelpDesk and JIRA Service Management based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/185973-227102/HelpDesk-vs-JIRA-Service-Management --- # HelpDesk vs JIRA Service Management Features and Cost Comparison Last updated May 18th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: HelpDeskJIRA Service Management2/4 selected [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [## HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting Price $29.00/month Value-for-Money 4.4 Functionality 4.4 Ease of Use 4.7 Customer Service 4.5 Reviews Sentiment Based on [180 reviews](#user-reviews) Positive 164 Neutral 12 Negative 4 [## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting Price $20.00/month Value-for-Money 4.3 Functionality 4.5 Ease of Use 4.2 Customer Service 4.3 Reviews Sentiment Based on [770 reviews](#user-reviews) Positive 706 Neutral 49 Negative 15 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 3,005 reviews from customer service software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 77%Fit High performer Feature ratings CRM 2.5 Support Ticket Management 4.6 Inbox Management 4.5 Live Chat 4.6 Chatbot 4.8 \--%Fit Missing features Feature ratings CRM 4.3 Support Ticket Management 4.6 Inbox Management NA Live Chat NA Chatbot NA User satisfaction User satisfaction 4.6 User reviews[180](https://www.capterra.com/p/185973/HelpDesk/reviews/) Ease of use 4.7 Functionality 4.4 Value for money 4.4 Customer support 4.5 User satisfaction 4.5 User reviews[770](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Ease of use 4.2 Functionality 4.5 Value for money 4.3 Customer support 4.3 Price starts from Price starts from $29Per User, Per Month - Free version - Free trial Price starts from $20Per User, Per Month - Free version - Free trial Best for Best for From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry. Best for Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations. ## User reviews Pros & cons EM Emmanuel M. Online Evangelism Innovator > "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) NS Neel S. Ceo > "There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7114634) RH Ron H. Client Relationship Management > "It allows me to streamline my workflow and incorporate it seamlessly into my other applications (HubSpot, etc.)." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233) DL David L. Graphic Designer > "We did have an issue with our Outlook rejecting the notices when people left messages." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) LP Lebohang P. helpdesk support > "i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7096441) UN Unatji N. Live Chat Agent > "Slow and lagging, the website can lag at times when logging a ticket, the issue would be a ticket logged but disappeared." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6829075) Noemi J. Senior Risk and Fraud Specialist > "I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6876290) VR Verified Reviewer Tech Support Specialist > "I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780) BL Bruna L. Analyst support > "The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713) PB Paul B. Customer Support Manager > "Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6764853) MC Mouatez C. Customer Support Specialist > "The notification system is reliable, and the automation features save a lot of time in daily workflows." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7055511) DP Daniel P. Sales > "Essentially, the archive function in HelpDesk is useless and the ticket should go into the actually LiveChat archives." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136) KM Kimberley M. Intake Clinician > "It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407) JB Jonny B. Application Specialist > "It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397) AT Annette T. Relationships Manager > "It allows me to help my customers immediately when they are struggling, if we are online. If we are not it allows them to message us and..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6796822) DP Daniel P. Sales > "One other thing that I do not like about the help desk is that there is no option to download the ticket to send to an email." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136) KM Kimberley M. Intake Clinician > "I very much appreciate the ability to follow tickets and search for names and issues. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407) DB Dimitri B. gggg > "At times, the system felt a bit limited in terms of customization and reporting features." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207) JD JESSICA D. suporte > "Pros: What I liked most about the HelpDesk was the fast response time, clear communication, and the support team being helpful and attentive." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7120292) CL Cece L. Program Coordinator > "The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary - that is..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661) AS Adam S. Founder > "The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900) JB Jonny B. Application Specialist > "It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397) JD JESSICA D. suporte > "The service was quick, with clear and objective responses, and the team was attentive and willing to help. Whenever I needed assistance, I..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7120292) RA Robiulawal A. Assistant Manager- Customer Support > "User interface is bit sluggish, not much customization option in analytics." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6842896) JG Joey G. Field Service Technician Technical Support > "It gives me the availability to have customer support when no one is available and we can reach back out to insure our customer is helped." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719779) GO Gustavo O. Customer Engagement Manager > "Many relevant emails are ending up in the SPAM folder, which is very disruptive." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806) DL David L. Graphic Designer > "Managing tickets is straightforward, and assigning them to the right team member takes just a few clicks." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) MW Melissa W. Administrator > "that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318) NJ Natalia J. Chatbot Designer > "The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to navigate..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6877089) TB Tim B. Director > "I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522) CL Cece L. Program Coordinator > "I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661) MW Melissa W. Administrator > "wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to find" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318) DB Dimitri B. gggg > "It’s a reliable platform that simplifies ticket management and communication with customers." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207) ER Erika R. Customer Support Agent > "I do not receive the notification of the new live chats in the queue." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7025073) TW Travis W. IT specialist > "I am new to any ticketing system but this one seems to do everything I require from this type of system." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7065611) AR Adriana R. Customer Service rep > "Like if there are too many chats or emails to handle." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004221) LN Larry N. Customer Service Coordinator > "Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all being..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719565) BM Blair M. National Sales Operations Manager > "I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584) AS Amos S. Customer support agent > "I really enjoy doing the tickets because it showes you where the email starts if the player replyed to the email from the biggening" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6726276) SV Sarah V. Benefits and Payroll Administrator > "You cannot copy and paste screenshots or snips." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6580945) DL David L. Graphic Designer > "What I like best about HelpDesk is the browser interface." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155) BM Blair M. National Sales Operations Manager > "We request to block the email again, and the system tells us they are already blocked." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584) AS Adam S. Founder > "At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900) CG Cindy G. Customer Service Supervisor > "Setting up HelpDesk was not as easy as it sounded. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505) VR Verified Reviewer Tech Support Specialist > "Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780) MTV Ma.Theresa V. Analyst > "Occasional lack of proactive follow-up" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011230) TB Tim B. Director > "They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522) TA Tristan A. Chief Executive Officer > "Development launches from helpdesk side seem quite slow as well." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6498406) RM RUBEN M. Product Owner > "In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) RM RUBEN M. Product Owner > "It is a little pricey" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) RM RUBEN M. Product Owner > "Is a complete tool to manage your tickets from al your departments:" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032) BN Bernardo N. analyst > "at the beginning was a little confusing use the "merge" option" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6558771) AH Amelia H. Guest Relations Supervisor > "It comes in handy and works well overall for our needs. If there was an app for android devices, that would help our management team when..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6681959) KD Kingsley D. Customer service > "The requester's name and email are a little confusing." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6768736) EM Emmanuel M. Online Evangelism Innovator > "I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) Jessica B. Account Manager > "It can be kind of slow, and harder to train people on." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6425758) JH Justine H. Executive Assistant > "My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7013716) NC Nick C. Director of Support and Technology > "We came from using Netsuite which was a nightmare. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6651059) CG Cindy G. Customer Service Supervisor > "This feature does have added value but not as much as I would have anticipated. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505) NH Neal H. Product Manager Industrial Controls > "Your ticket number means nothing to me. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6750193) TF Tamara F. Director of Customer Support and Logistics > "The other features of this product are only useful for large organizations with many team members and/or departments. " [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6805672) RK Rudy K. Manager > "Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4328145) MM Myrel M. Customer service agent > "The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020188) JW James W. Founder > "We didn't use the service and forgot it was active." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) BL Bruna L. Analyst support > "What I liked most about HelpDesk was its intuitive interface and ease of use." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713) KW Katarzyna W. Technical Support Specialist > "Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a minor..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4619613) RH Ron H. Client Relationship Management > "I love the fact that it tracks all of the traffic in a concise, easy-to-read format." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233) JW James W. Founder > "Absolute scam." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) AJ Alan J. Consumer Products and Marketing Manager > "We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time..." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___5060132) JW James W. Founder > "Awful." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756) TN Thandeka N. Chat Agent > "Everything is arranged very well so I can easily tell apart my open tickets or my coworkers' ." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6690562) WM Wayne M. President/CEO > "Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company." [See full review](https://www.capterra.com/p/185973/HelpDesk/#GetApp___3408922) SS Sophia S. Customer Success Representative > "The archive feature is super handy as well." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004301) JE Javier E. CTO > "Our main goal is not to have customer support but we know that's nearly impossible." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3343621) EM Emmanuel M. Online Evangelism Innovator > "We are looking forward to the features that have not carried over to the new version to be added again!" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327) LS Lianne S. Virtual Assistant > "The automated responses also become part of the ticket thread, which makes the threads long and cumbersome." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2740290) IV Ivan V. Customer Success Representative > "Team collaboration is also pretty good, it’s easy to assign tickets to each other." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7042329) NN Nandy N. Administrative Assistant > "Customers may find it too impersonal." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3004115) MW Michelle W. Customer service Representative > "Help desk is very similar to Zendesk and I already had experience in Zendesk so that made HD a lot easier" [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6642407) Anna O. Head of Growth > "Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool." [See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2292842) [View Reviews](https://www.capterra.com/p/185973/HelpDesk/reviews/) BT Benjamin T. IT-Systemadministrator > "It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143024) AP Adam P. Managing consultant > "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) EW Emma W. Marketing Manager > "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) DG Damian G. CTO > "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7112861) RK Raul K. Group Director of Technology > "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998) EW Emma W. Marketing Manager > "One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) KP Katrina P. IT Analyst > "It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) SR Shilpa R. QA > "Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7026090) ES Elias S. Marketing Coordinator > "I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7005112) AR Arti R. Software engineer > "The interface feels cluttered at times, and customization options can be complex." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966) BL Bruno L. Consultant > "It allows to easily create assets and manage portfolios, even for starters in the teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138561) MG Mike G. Member of Technical Staff > "Sometimes moving item and assigning it to different sprint from a service request is not the most convenient." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) VR Verified Reviewer Junior Software Engineer > "We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6329273) VR Verified Reviewer Talent Development Program Manager > "Complexity begets complications sometimes… As a project admin, at times I would be overwhelmed with all of the optionality!" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7125515) FH Freda H. VP Sr. Manager Operations Technology > "Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) Hameeda T. Technical Analyst > "Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7113498) HN Harshad N. Technical Support Expert > "Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs,..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) EW Emma W. Marketing Manager > "They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822) KP Katrina P. IT Analyst > "It allows for easy project management and helps to identify bugs/issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569) AR Arti R. Software engineer > "Jira Service Management can be a bit overwhelming at first, with a steep learning curve for new users." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966) AM Antti M. Product Owner > "In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) VR Verified Reviewer Sales Manager > "The interface feels complex and not very intuitive, which can slow down day-to-day use." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143131) EAJ Esami Allan J. Web Developer > "My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000) JaK Jarosław K. Director of Support Services > "This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications or..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) Eric T. Director, Digital Transformation > "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) EW Evelyn W. IT Assistant > "Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) Swathi J. Software Developer > "It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) VR Verified Reviewer Consultant > "Perhaps too many customization options break peoples back." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6888015) FH Freda H. VP Sr. Manager Operations Technology > "Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712) DM David M. Director, Human Resources > "It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress, etc." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6784296) RM Robert M. Cybersecurity Engineer > "Provide great dashboards and reports that gives data needed for decision making about service operations .Its" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) Swathi J. Software Developer > "Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026) AP Adam P. Managing consultant > "how well it brought structure and visibility to complex service workflows." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744) HH Houcem H. CISO > "The biggest downside is that customization, while powerful, can be overly complex for non-technical users." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622104) VR Verified Reviewer IT Operations > "We like the admin portal and how it ties in with other Jira products such as Trello." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7129749) MP Mario P. QA Engineer > "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705) RR Richard R. IT Manager > "Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting for..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6846976) AM Antti M. Product Owner > "The Atlassian products don’t have that Atlassian-feel anymore to be honest." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649) PS Paola S. product designer > "the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6744026) CS Carlos S. Quality Engineer > "The lack of possibility to integrate with sharepoint domain." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886) LN Luciano N. Senior Film Technician > "Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7109408) NR NehA R. QA Manager > "Sometimes, Jira shows loading issues when opening attachments" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6673404) RM Robert M. Cybersecurity Engineer > "Offer robust features that helps to improve the customer experience and reduces workload on customer support team." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158) AM Alex M. IT Service Manager > "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6441994) VR Verified Reviewer Sr People Ops > "Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members. Although..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041624) AP Amitabh P. Technical support engineer > "Little bit complicated platform with excessive options." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) Eric T. Director, Digital Transformation > "Being able to tie KBs to the customer interface is extremely helpful." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242) Naveen C. Senior Technical Manager > "Pricing is a bit concern for businesses with limited budgets." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6640468) Edward K. App Integrations Specialist > "The product can be configured in many different ways to support your requirements, and it's good value for small teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7004161) MM Madilyn M. Senior Research Associate > "There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118182) MG Mike G. Member of Technical Staff > "You can easily create and assign IT service request." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044) HN Harshad N. Technical Support Expert > "Extremely costly for small organizations to buy and manage." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913) JM Jessica M. Customer Service > "The automation features and customizable workflows have streamlined our processes and improved our response times significantly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6646556) NT Nathan T. Network Infrastructure Manager > "It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team that..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4873006) JH Julio H. It analyst > "Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) Sugam P. Project Manager > "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5054864) KS Katie S. Operations Manager > "I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6881662) GM Gilberto M. Technical Product Manager > "The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3681639) MJ Michael J. Digital Marketer > "Native integration with Jira Software is a big plus for dev-related issues." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6819276) DS Dayley S. Web Developer > "There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4928971) Marko S. Director > "I have managed to segment everything, from IT aspects to our forecasting aspects in no time." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7006258) Mark H. Senior Administrator > "Features in the cloud version are sometimes spotty, and guidance is inconsistent." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4813140) AF Adrian F. CTO > "The customizable workflows and powerful search functionality make it a must-have for IT teams." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6481012) FJ Frank J. Network Architect > "Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6141330) JaK Jarosław K. Director of Support Services > "The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708) KB Kirstin B. VP Content Strategy > "I have yet to meet a system that we cannot integrate into our jira instance." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509) AH Aaron H. Sales and Inventory Analyst > "The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147) TT Terry T. IT asset manager > "The out of box feature in this module was not useful for my purposes." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6082284) JH Julio H. It analyst > "The customizable workflows and automation features save a lot of time and help keep everything organized." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532) KB Kirstin B. VP Content Strategy > "Setting up the workflow design is a little overwhelming for a novice user." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509) AP Amitabh P. Technical support engineer > "It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373) FV Filippo V. CTO > "It is very difficult to set up." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6796996) PA Peter A. IT Asset,Configuration Manager, Service Catalog and Knowledge Manager > "I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6584366) EW Evelyn W. IT Assistant > "But learning part is rough." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804) CF Carlos F. Endpoint System Administrator > "With the seamless tools imbedded in the program, it has enhance our productively and user communication." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603) MF MARITZA F. BILLER > "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT" [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781) LP Lucas P. Senior Software Engineer > "Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects,..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4961179) YS Yuval S. IR Analyst > "The colors are boring, they can add more life to it." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118822) AM Aditya M. QA Lead > "its workflow management - easy transition from one state to another .access management - restricting users from updating or configuring..." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5026412) BD Bishal D. Backend Developer > "It was costly for us when we used it for the startup company." [See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214) [View Reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) ## User interface 4.56 (180) 4.47 (770) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit AI Copilot 207 Important Alerts/Escalation 150 Important API 120 Important HelpDesk Top features 32/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/185973/HelpDesk/#features) JIRA Service Management 20/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/227102/JIRA-Service-Management/#features) ### Recognition HelpDesk is recognized as a top-rated tool in 2 Capterra Shortlist reports JIRA Service Management is recognized as a top-rated tool in 4 Capterra Shortlist reports ### Deployment & support HelpDesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - 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 Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - 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 ### Company Details HelpDesk - By Text - Located in United States - Founded in 2002 JIRA Service Management - By Atlassian - Located in United States - Founded in 2013 ## Popular Comparisons [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,782)](https://www.capterra.com/p/61368/Salesforce/reviews/) $29/month Price $25/month 4.4 Features 4.4 4.7 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-185973/Salesforce-vs-HelpDesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Action1](https://www.capterra.com/p/180609/Action1-RMM/)[4.91 (237)](https://www.capterra.com/p/180609/Action1-RMM/reviews/) $20/month Price Contact vendor for pricing 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/180609-227102/Action1-RMM-vs-JIRA-Service-Management) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $29/month Price $39/month 4.4 Features 4.4 4.7 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-185973/Zendesk-vs-HelpDesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)[4.80 (341)](https://www.capterra.com/p/174535/PDQ-Deploy/reviews/) $20/month Price $1950/year 4.5 Features 4.7 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/174535-227102/PDQ-Deploy-vs-JIRA-Service-Management) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,781)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $29/month Price $15/month 4.4 Features 4.6 4.7 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-185973/LiveAgent-vs-HelpDesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (714)](https://www.capterra.com/p/132997/Freshservice/reviews/) $20/month Price $19/month 4.5 Features 4.3 4.2 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,723)](https://www.capterra.com/p/62194/LiveChat/reviews/) $29/month Price $25/month 4.4 Features 4.5 4.7 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-185973/LiveChat-vs-HelpDesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $20/month Price R$35/month 4.5 Features 4.7 4.2 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/202528-227102/Milvus-vs-JIRA-Service-Management) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,425)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $29/month Price $19/month 4.4 Features 4.3 4.7 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-185973/Freshdesk-vs-HelpDesk) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Wrike](https://www.capterra.com/p/76113/Wrike/)[4.37 (2,988)](https://www.capterra.com/p/76113/Wrike/reviews/) $20/month Price $10/month 4.5 Features 4.3 4.2 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/76113-227102/Wrike-vs-JIRA-Service-Management) [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $29/month Price R$35/month 4.4 Features 4.7 4.7 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/185973-202528/HelpDesk-vs-Milvus) [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) vs [Pulseway](https://www.capterra.com/p/141792/Pulseway/)[4.68 (310)](https://www.capterra.com/p/141792/Pulseway/reviews/) $20/month Price $67/month 4.5 Features 4.5 4.2 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/141792-227102/Pulseway-vs-JIRA-Service-Management)