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At a Glance
Market Segments
Mid-Market (55.4% of reviews)
Mid-Market (42.8% of reviews)
Entry-Level Pricing
$19.99 1 User Per Month
0/agent/month
Computer
Star Rating
(161)4.4 out of 5
Market Segments
Mid-Market (55.4% of reviews)
Pros & Cons
Entry-Level Pricing
$19.99 1 User Per Month
Browse all 3 pricing plansJira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket collaboration, scoring 9.2, which reviewers mention is enhanced by features like @mentions and integrated comments, making teamwork seamless. In contrast, DevRev scores 8.9 in this area, indicating it may not facilitate collaboration as effectively.
- Reviewers mention that Jira Service Management offers a superior ticket creation user experience, with a score of 9.0, thanks to its intuitive interface and customizable forms. DevRev matches this score but lacks some of the advanced customization options that Jira provides.
- G2 users highlight that the quality of support for DevRev is notably high, scoring 9.2, with many reviewers praising the responsiveness and helpfulness of the support team. Jira Service Management, while still strong at 8.4, does not receive the same level of acclaim for its support services.
- Users on G2 report that the ease of admin tasks is a standout feature for DevRev, scoring 9.0, which reviewers say is due to its straightforward user management and role assignment features. Jira Service Management, with a score of 8.0, is perceived as more complex in this regard.
- Reviewers mention that while both products have strong workflow capabilities, Jira Service Management scores slightly higher at 8.9, with features like automation rules and customizable workflows. DevRev, scoring 8.7, offers good functionality but lacks some of the advanced automation options found in Jira.
- Users say that the proactive assistance features in Jira Service Management, scoring 8.7, are beneficial for anticipating user needs, while DevRev's score of 6.9 indicates it may not provide the same level of proactive support, which could impact user satisfaction.
Pricing
Entry-Level Pricing
Computer
Starter
$19.99
1 User Per Month
For startups and small customer support teams
- Omni-channel routing
- Automation and workflows
- Customizable data and insights
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Computer
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
8.4
132
8.7
843
Ease of Use
8.6
132
8.2
850
Ease of Setup
7.9
77
8.0
458
Ease of Admin
8.8
46
8.0
361
Quality of Support
9.0
128
8.4
727
Has the product been a good partner in doing business?
9.2
45
8.7
338
Product Direction (% positive)
9.5
132
8.7
812
Features by Category
Ticket and Case Management
8.6
37
9.0
81
8.3
37
9.0
79
8.4
37
8.9
80
7.8
34
8.8
78
8.1
36
8.8
77
8.2
37
8.7
79
8.5
37
9.2
78
8.3
36
8.5
77
Generative AI
7.7
33
7.9
54
8.2
33
7.9
53
Agentic AI - Help Desk
6.8
18
8.3
41
6.6
17
8.5
40
6.5
17
8.3
40
Communication Channels
8.2
35
8.9
80
8.2
36
8.9
80
8.0
34
8.3
73
6.1
31
8.1
71
5.5
31
7.9
68
Platform
6.9
33
8.1
83
7.7
35
8.4
85
8.6
33
8.8
85
8.1
34
8.8
82
7.2
33
8.6
82
7.3
33
8.6
79
Administration
Not enough data
8.9
165
|
Verified
Feature Not Available
8.5
159
|
Verified
Not enough data
8.9
170
|
Verified
Service Desk
Not enough data
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
8.3
5
8.8
175
|
Verified
Management
Not enough data
9.0
152
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Feature Not Available
8.6
143
|
Verified
Not enough data
8.6
139
|
Verified
Functionality
Not enough data
9.1
158
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
151
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.3
80
Not enough data
8.5
79
Not enough data
8.3
80
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Administration
7.8
20
Not enough data
8.2
19
Not enough data
8.3
21
Not enough data
Knowledge Management
8.6
20
Not enough data
8.5
18
Not enough data
7.4
18
Not enough data
Compliance
7.6
18
Not enough data
7.3
18
Not enough data
7.8
18
Not enough data
7.6
18
Not enough data
Customer Support
8.0
19
Not enough data
8.2
18
Not enough data
7.6
18
Not enough data
Data Security
7.7
18
Not enough data
7.8
18
Not enough data
7.9
18
Not enough data
8.5
17
Not enough data
Administration
8.2
20
Not enough data
8.1
20
Not enough data
8.1
19
Not enough data
Generative AI
8.5
19
Not enough data
Usability
8.8
16
Not enough data
8.2
16
Not enough data
8.7
15
Not enough data
Reporting
7.9
13
Not enough data
8.1
14
Not enough data
7.7
13
Not enough data
Generative AI
8.1
14
Not enough data
8.3
12
Not enough data
Monitoring
Not enough data
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Management Tools
Not enough data
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
135
|
Verified
Generative AI
Not enough data
8.0
76
Not enough data
8.3
74
Agentic AI - Incident Management
Not enough data
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Generative AI
7.1
8
Not enough data
7.3
8
Not enough data
Feature Not Available
Not enough data
Communication
8.3
11
Not enough data
8.8
11
Not enough data
7.9
8
Not enough data
9.0
8
Not enough data
7.4
7
Not enough data
Internal Use
7.7
35
8.4
85
7.7
10
Not enough data
6.9
9
Not enough data
8.6
11
Not enough data
8.8
10
Not enough data
8.5
11
Not enough data
Generative AI
8.3
23
Not enough data
Self-Service Experience
8.5
24
Not enough data
8.5
24
Not enough data
Feature Not Available
Not enough data
6.7
22
Not enough data
7.7
24
Not enough data
Self-Service Platform
8.0
23
Not enough data
8.0
23
Not enough data
8.3
22
Not enough data
8.4
23
Not enough data
Agentic AI - Customer Self-Service
6.0
8
Not enough data
4.6
8
Not enough data
6.0
8
Not enough data
6.5
8
Not enough data
6.9
8
Not enough data
6.4
7
Not enough data
5.7
7
Not enough data
Generative AI
8.7
20
Not enough data
8.7
19
Not enough data
Generative AI
Not enough data
8.3
25
Agentic AI - IT Alerting
Not enough data
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Incident Management
Not enough data
8.7
304
Not enough data
8.8
313
Not enough data
8.8
323
Not enough data
8.4
278
Not enough data
8.5
275
Reporting
Not enough data
8.5
307
Not enough data
8.4
301
Not enough data
8.2
231
Access & Usability
Not enough data
8.1
227
Not enough data
8.6
274
Not enough data
8.5
236
Not enough data
8.4
231
Agentic AI - Service Desk
Not enough data
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
73
Communication
8.0
17
Not enough data
8.3
15
Not enough data
7.5
16
Not enough data
Planning
7.9
14
Not enough data
8.0
15
Not enough data
7.3
14
Not enough data
7.8
15
Not enough data
7.4
14
Not enough data
Workflow Management
7.9
13
Not enough data
7.9
13
Not enough data
6.8
13
Not enough data
7.3
13
Not enough data
Categories
Categories
Shared Categories
Computer and Jira Service Management are categorized as IT Service Management (ITSM) Tools and Help Desk
Unique Categories
Computer is categorized as Shared Inbox, Complaint Management, Contact Center Knowledge Base, Google Workspace Communication Tools, Product Management, Live Chat, Customer Self-Service, and Digital Customer Service Platforms
Reviews
Reviewers' Company Size
Computer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
22.2%
Financial Services
17.7%
Information Technology and Services
11.4%
Human Resources
5.7%
Insurance
4.4%
Other
38.6%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.3%
Other
40.2%
Alternatives
Discussions
Computer has no discussions with answers
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
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