# Deskpro vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **ticket management** , with users praising its intuitive interface and workflow automation. One user highlighted its ability to manage complex projects seamlessly, integrating with various platforms like Salesforce and Couchbase.
- **Users say** that Deskpro provides a **user-friendly experience** , particularly for small businesses. Reviewers appreciate its straightforward setup and responsiveness, noting that it creates tickets from emails almost instantly, which enhances their support operations.
- **According to verified reviews** , Jira Service Management has a significantly higher overall satisfaction score, reflecting its robust features and capabilities. Users have mentioned the platform's real-time tracking and visibility, which help teams stay informed about project statuses and blockers.
- **Reviewers mention** that while Deskpro is effective for managing support tickets, it sometimes lacks the advanced features found in Jira Service Management, such as comprehensive **workflow customization** and integration capabilities, which can limit its scalability for larger teams.
- **G2 reviewers highlight** that Jira Service Management's support quality is rated highly, with users appreciating the platform's proactive assistance and ticket collaboration features. This is contrasted with Deskpro, where users noted that while support is good, it may not always match the level of responsiveness seen with Jira.
- **Users report** that Deskpro's pricing is attractive for small businesses, but they also note that Jira Service Management offers a free tier, making it a compelling option for teams looking to scale without immediate costs. This flexibility can be a deciding factor for organizations evaluating their long-term support needs.



| | Deskpro | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 97 | 987 | 
| **Largest Market Segment** | Small-Business (46.8% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | $39.00 1 Agent Per Month | 0/agent/month   | 

---
## Top Pros & Cons

### Deskpro

Pros:
- Ease of Use (19 reviews)
- Features (16 reviews)

Cons:
- Ticketing Issues (9 reviews)
- Limited Features (7 reviews)

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

---
## Ratings Comparison
| Rating | Deskpro | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (88 reviews) | 8.8 (873 reviews) | 
  | **Ease of Use** | 8.1 (90 reviews) | 8.2 (880 reviews) | 
  | **Ease of Setup** | 8.2 (67 reviews) | 8.0 (486 reviews) | 
  | **Ease of Admin** | 8.4 (44 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.7 (77 reviews) | 8.4 (756 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (44 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 8.3 (87 reviews) | 8.7 (838 reviews) | 

---
## Pricing

### Deskpro

#### Entry-Level Pricing

Plan: Cloud Team

Price: $39.00 1 Agent Per Month

Description: Essential tools for small teams getting started

Key Features:
- Unified inbox for every channel
- Self-Service Help Center
- Chatbot

[Browse all 7 editions](https://www.g2.com/products/deskpro/pricing)

#### Free Trial

Yes

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 7.4/10 | 80 |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.6 (79 reviews) ✓ Verified | 9.0 (86 reviews) | 
| **Ticket response user experience** | 8.5 (76 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.6 (75 reviews) ✓ Verified | 8.9 (87 reviews) | 
| **Response Automation** | 8.3 (72 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **SLA Management** | 7.9 (70 reviews) ✓ Verified | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | 8.3 (73 reviews) ✓ Verified | 8.8 (84 reviews) | 
| **Ticket Collaboration** | 8.7 (73 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.1 (68 reviews) ✓ Verified | 8.5 (78 reviews) | 

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 6.4 (45 reviews) | 8.0 (55 reviews) | 
| **AI Text Summarization** | 6.3 (45 reviews) | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.0 (10 reviews) | 8.3 (41 reviews) | 
| **Natural Language Interaction** | 4.8 (10 reviews) | 8.5 (40 reviews) | 
| **Proactive Assistance** | 5.0 (10 reviews) | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Customer Portal** | 8.2 (73 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **Email to Case** | 8.8 (74 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **Chat/Live Support** | 7.0 (66 reviews) ✓ Verified | 8.3 (75 reviews) | 
| **Social Integration** | 6.7 (57 reviews) | 8.1 (71 reviews) | 
| **Voice** | 6.1 (55 reviews) ✓ Verified | 7.9 (68 reviews) | 

#### Platform

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 6.7 (60 reviews) ✓ Verified | 8.1 (85 reviews) | 
| **Customization ** | 8.1 (71 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | 8.3 (67 reviews) ✓ Verified | 8.9 (92 reviews) | 
| **Integration** | 7.8 (63 reviews) ✓ Verified | 8.8 (87 reviews) | 
| **Reporting** | 7.6 (68 reviews) ✓ Verified | 8.7 (86 reviews) | 
| **Dashboards** | 7.6 (67 reviews) ✓ Verified | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (151 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (80 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (79 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (82 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (79 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (80 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (80 reviews) | 
| **Decision Making** | Not enough data | 8.3 (81 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 

#### Agentic AI - Incident Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 9.0/10 | 72 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Pop-up Chat** | 9.1 (9 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (11 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 9.4 (8 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Customization ** | 8.1 (71 reviews) ✓ Verified | 8.4 (87 reviews) | 
| **Conversation Archiving** | 9.4 (9 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 9.0 (8 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 9.0 (10 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.4 (9 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 7.3/10 | 24 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | 6.9 (8 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.3 (23 reviews) | Not enough data | 
| **Searchable Articles** | 7.9 (21 reviews) | Not enough data | 
| **Community Forums** | 7.3 (20 reviews) | Not enough data | 
| **Mobile Optimization** | 6.9 (9 reviews) | Not enough data | 
| **Personalization** | 7.9 (11 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Branding** | 8.1 (13 reviews) | Not enough data | 
| **Automation** | 7.6 (12 reviews) | Not enough data | 
| **Artificial Intelligence** | 5.2 (7 reviews) | Not enough data | 
| **Integrations** | 6.9 (13 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 8.1/10 | 8 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 8.3 (8 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (8 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **Jira Service Management** | 8.5/10 | 369 |

#### Incident Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (312 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (315 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (329 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (275 reviews) | 

#### Reporting

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (316 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (302 reviews) | 
| **Surveys** | Not enough data | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (226 reviews) | 
| **Self Service** | Not enough data | 8.6 (282 reviews) | 
| **Active Directory** | Not enough data | 8.5 (236 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (74 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (78 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (73 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (72 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (74 reviews) | 
| **Decision Making** | Not enough data | 8.6 (73 reviews) | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Deskpro (3):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to Jira Service Management (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Alerting Software](https://www.g2.com/categories/it-alerting)


---
## Reviewer Demographics

### By Company Size

| Segment | Deskpro | Jira Service Management | 
|---|---|---|
| **Small-Business** | 46.8% | 19.1% | 
| **Mid-Market** | 45.7% | 42.9% | 
| **Enterprise** | 7.4% | 38.0% | 

### By Industry

#### Deskpro

- **Information Technology and Services:** 26.4%
- **Computer & Network Security:** 7.7%
- **Computer Software:** 6.6%
- **Mental Health Care:** 6.6%
- **Education Management:** 5.5%
- **Primary/Secondary Education:** 4.4%
- **Retail:** 3.3%
- **Higher Education:** 3.3%
- **Accounting:** 2.2%
- **Computer Networking:** 2.2%
- **Other:** 31.9%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.7%

---
## Alternatives

### Alternatives to Deskpro

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7727 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3878 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Helpshift](https://www.g2.com/products/helpshift/reviews) — 4.3/5 stars (381 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1201 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)

---
## Top Discussions

### Deskpro

- Title: [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) — 1 comment, 1 upvote
  > **Top comment:** "It is used a help desk ticketing system for organizations IT team members to track and record what requests are submitted for them. You are able to graph..."

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "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..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/deskpro-vs-jira-service-management)