Introducing G2.ai, the future of software buying.Try now
Compare Gladly and Jira Service Management 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
SysAid
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Microsoft 365 for Jira - Outlook Email, Teams, Calendar
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
ServiceNow IT Service Management
Visit Website
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Mid-Market (42.9% of reviews)
Entry-Level Pricing
No pricing available
0/agent/month
Gladly
Star Rating
(1,086)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyJira Service Management
Star Rating
(955)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansGladly vs Jira Service Management
When assessing the two solutions, reviewers found Gladly easier to use, set up, and administer. Reviewers also preferred doing business with Gladly overall.
- Reviewers felt that Gladly meets the needs of their business better than Jira Service Management.
- When comparing quality of ongoing product support, reviewers felt that Gladly is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Gladly over Jira Service Management.
Pricing
Entry-Level Pricing
Gladly
No pricing availableJira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Gladly
No trial information availableJira Service Management
Free Trial is available
Ratings
Meets Requirements
9.3
782
8.7
845
Ease of Use
9.5
788
8.2
852
Ease of Setup
9.3
298
8.0
460
Ease of Admin
9.2
176
8.0
364
Quality of Support
9.4
746
8.4
729
Has the product been a good partner in doing business?
9.6
176
8.7
341
Product Direction (% positive)
9.4
751
8.7
814
Features by Category
Ticket and Case Management
9.3
196
|
Verified
9.0
82
9.2
194
|
Verified
9.0
80
9.3
207
|
Verified
8.9
81
9.2
203
|
Verified
8.9
79
9.1
174
|
Verified
8.8
78
9.2
197
|
Verified
8.8
80
9.2
194
|
Verified
9.2
79
9.3
203
|
Verified
8.5
77
Generative AI
8.3
63
7.9
54
8.5
65
7.9
53
Agentic AI - Help Desk
8.3
27
8.3
41
8.2
27
8.5
40
8.5
27
8.3
40
Communication Channels
9.4
209
|
Verified
8.9
80
9.4
214
|
Verified
8.9
80
9.5
204
|
Verified
8.3
73
8.9
173
|
Verified
8.1
71
9.1
199
|
Verified
7.9
68
Platform
8.2
140
|
Verified
8.1
83
8.6
252
|
Verified
8.4
85
9.2
155
|
Verified
8.8
86
9.1
154
|
Verified
8.8
83
8.9
152
|
Verified
8.7
83
9.3
153
|
Verified
8.7
80
Administration
Not enough data
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Service Desk
Not enough data
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Management
Not enough data
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Functionality
Not enough data
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
152
|
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
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
149
|
Verified
Not enough data
9.0
148
|
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
Channels
9.4
423
Not enough data
9.2
355
Not enough data
9.4
391
Not enough data
9.2
385
Not enough data
9.5
427
Not enough data
Generative AI
8.6
145
Not enough data
Functions
9.0
383
Not enough data
9.1
389
Not enough data
9.1
367
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
343
Not enough data
9.0
375
Not enough data
9.1
367
Not enough data
Agentic AI - Contact Center
7.9
25
Not enough data
8.9
25
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
Administrative
9.4
394
Not enough data
9.2
345
Not enough data
9.2
381
Not enough data
9.4
382
Not enough data
9.1
347
Not enough data
Conversational Platform
9.0
301
Not enough data
9.3
277
Not enough data
9.1
277
Not enough data
9.3
248
Not enough data
Support Automation
9.0
292
Not enough data
9.1
283
Not enough data
9.0
270
Not enough data
9.0
254
Not enough data
Generative AI
8.7
106
Not enough data
8.8
107
Not enough data
Customer Support
8.8
56
Not enough data
8.4
52
Not enough data
8.8
54
Not enough data
Automation
8.6
52
Not enough data
8.8
55
Not enough data
8.7
54
Not enough data
Artificial Intelligence
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
Generative AI
8.6
109
Not enough data
8.8
111
Not enough data
7.7
75
Not enough data
Communication
9.4
326
|
Verified
Not enough data
9.2
352
|
Verified
Not enough data
9.2
296
|
Verified
Not enough data
9.3
304
|
Verified
Not enough data
8.7
253
Not enough data
Internal Use
8.6
252
|
Verified
8.4
85
9.2
317
|
Verified
Not enough data
8.8
276
|
Verified
Not enough data
9.4
333
|
Verified
Not enough data
9.3
323
|
Verified
Not enough data
9.3
356
|
Verified
Not enough data
Generative AI
8.9
81
Not enough data
Self-Service Experience
9.4
240
Not enough data
9.2
225
Not enough data
8.8
190
Not enough data
9.0
196
Not enough data
9.0
217
Not enough data
Self-Service Platform
9.3
210
Not enough data
9.2
222
Not enough data
8.9
212
Not enough data
9.2
208
Not enough data
Agentic AI - Customer Self-Service
7.5
17
Not enough data
7.8
17
Not enough data
7.8
17
Not enough data
8.1
17
Not enough data
7.4
17
Not enough data
8.0
17
Not enough data
8.4
17
Not enough data
Generative AI
9.0(won by default)
60
Not enough data
9.0(won by default)
60
Not enough data
Process
9.1(won by default)
178
Not enough data
9.4(won by default)
194
Not enough data
9.4(won by default)
180
Not enough data
Channels
9.7(won by default)
236
Not enough data
9.4(won by default)
188
Not enough data
9.5(won by default)
225
Not enough data
9.3(won by default)
224
Not enough data
9.5(won by default)
226
Not enough data
Insight
9.0(won by default)
196
Not enough data
9.3(won by default)
197
Not enough data
9.3(won by default)
180
Not enough data
9.5(won by default)
181
Not enough data
Generative AI
8.3
44
Not enough data
8.5
45
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
Incident Management
Not enough data
8.7
306
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
280
Not enough data
8.5
276
Reporting
Not enough data
8.5
309
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
276
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
74
Customer Query Resolution - AI Customer Support Agents
8.1
13
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.3
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.8
13
Not enough data
Automation
8.7
13
Not enough data
8.2
12
Not enough data
8.2
12
Not enough data
Autonomy
8.3
13
Not enough data
8.6
12
Not enough data
8.2
13
Not enough data
8.5
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Jira Service Management are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Gladly
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
Retail
24.0%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.9%
Information Technology and Services
31.0%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Alternatives
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
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
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead 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
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
