# Deskpro vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, reflected in its higher G2 Score compared to Deskpro. Users appreciate its ability to seamlessly integrate with the Atlassian suite, enhancing collaboration and support across teams.
- **Users say** that Deskpro offers a user-friendly interface, making it easy to manage communications and track customer responses. However, while its simplicity is praised, it may not provide the same depth of features as Jira Service Management, which is noted for its robust ticketing and workflow capabilities.
- **Reviewers mention** that Jira Service Management shines in ticket creation and response user experiences, with many highlighting the ease of tracking development lifecycles and managing tasks. This is a significant advantage for teams looking for comprehensive support solutions.
- **According to verified reviews** , Deskpro's strength lies in its reporting capabilities, which users find helpful for improving service delivery. However, some users feel that it lacks the advanced automation features that Jira Service Management offers, which can streamline support processes.
- **G2 reviewers highlight** that while both products are generally easy to use, Deskpro has a slight edge in setup and administration ease. Users appreciate its straightforward format, which simplifies email management, but they may miss out on the more extensive customization options available in Jira Service Management.
- **Users report** that Jira Service Management provides a more comprehensive support experience, particularly in SLA management and ticket collaboration. This is crucial for teams that require strict adherence to service levels and effective communication among team members, which some Deskpro users feel could be improved.



| | Deskpro | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 97 | 976 | 
| **Largest Market Segment** | Small-Business (46.8% of reviews) | Mid-Market (43.2% 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) | 8.7 (864 reviews) | 
  | **Ease of Use** | 8.1 (90 reviews) | 8.2 (871 reviews) | 
  | **Ease of Setup** | 8.2 (67 reviews) | 8.0 (477 reviews) | 
  | **Ease of Admin** | 8.4 (44 reviews) | 8.0 (366 reviews) | 
  | **Quality of Support** | 8.7 (77 reviews) | 8.4 (747 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (44 reviews) | 8.7 (343 reviews) | 
  | **Product Direction (% positive)** | 8.3 (87 reviews) | 8.7 (829 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 | 103 |

#### Ticket and Case Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.6 (79 reviews) ✓ Verified | 9.0 (85 reviews) | 
| **Ticket response user experience** | 8.5 (76 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.6 (75 reviews) ✓ Verified | 8.9 (85 reviews) | 
| **Response Automation** | 8.3 (72 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **SLA Management** | 7.9 (70 reviews) ✓ Verified | 8.8 (82 reviews) | 
| **Attachments/Screencasts** | 8.3 (73 reviews) ✓ Verified | 8.8 (82 reviews) | 
| **Ticket Collaboration** | 8.7 (73 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.1 (68 reviews) ✓ Verified | 8.5 (77 reviews) | 

#### Generative AI

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 6.4 (45 reviews) | 7.9 (54 reviews) | 
| **AI Text Summarization** | 6.3 (45 reviews) | 7.9 (53 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 (73 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 (84 reviews) | 
| **Customization ** | 8.1 (71 reviews) ✓ Verified | 8.4 (86 reviews) | 
| **User, Role, and Access Management** | 8.3 (67 reviews) ✓ Verified | 8.9 (89 reviews) | 
| **Integration** | 7.8 (63 reviews) ✓ Verified | 8.8 (84 reviews) | 
| **Reporting** | 7.6 (68 reviews) ✓ Verified | 8.7 (84 reviews) | 
| **Dashboards** | 7.6 (67 reviews) ✓ Verified | 8.7 (81 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 203 |

#### Administration

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.5 (160 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (171 reviews) ✓ Verified | 

#### Service Desk

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 8.9 (177 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.8 (177 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.8 (179 reviews) ✓ Verified | 

#### Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 9.0 (154 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (148 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.6 (144 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 (159 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (150 reviews) | 
| **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.9 (154 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 | 8.3 (81 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 | 164 |

#### 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 (69 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 (135 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 (86 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** | 8.4/10 | 360 |

#### Incident Management

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (308 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (314 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (327 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (280 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (275 reviews) | 

#### Reporting

| Feature | Deskpro | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (311 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (301 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 (281 reviews) | 
| **Active Directory** | Not enough data | 8.5 (235 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 (73 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (73 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (75 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 | 8.4 (73 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% | 19.0% | 
| **Mid-Market** | 45.7% | 43.2% | 
| **Enterprise** | 7.4% | 37.8% | 

### 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:** 30.9%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

---
## Alternatives

### Alternatives to Deskpro

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 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 (1539 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 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 (1859 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1134 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (941 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 (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4302 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)