# Help Scout vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Help Scout excels in **ease of use** , with users appreciating its intuitive interface and quick onboarding process. One user highlighted how it helps identify old data faster than traditional email systems, making it a favorite for small businesses.
- **Users say** that Jira Service Management shines in its **integration capabilities** , particularly with the Atlassian suite. Reviewers noted that this integration allows for seamless tracking of development lifecycles and task management, which is a significant advantage for teams needing comprehensive support tools.
- **According to verified reviews** , Help Scout is particularly well-suited for **customer support** in small businesses, with features like a shared inbox and a knowledge base that enhance collaboration and accessibility for teams. Users appreciate how it centralizes customer interactions effectively.
- **Reviewers mention** that Jira Service Management offers a robust **ticket collaboration** experience, with a score that reflects its ability to facilitate teamwork on support tickets. This feature is especially beneficial for IT and non-IT teams alike, making it easier to manage customer inquiries.
- **Users highlight** that Help Scout's **quality of support** is a strong point, with many praising the responsiveness and helpfulness of the support team. This aspect is crucial for businesses that rely on timely assistance to resolve customer issues.
- **G2 reviewers note** that while both products have similar scores for meeting requirements, Jira Service Management's **market presence** and recent review activity suggest it may be a more reliable choice for mid-market companies looking for a comprehensive service management solution.



| | Help Scout | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 428 | 977 | 
| **Largest Market Segment** | Small-Business (62.0% of reviews) | Mid-Market (43.2% of reviews) | 
| **Entry Level Price** | $0.00 5 Users Per Month | 0/agent/month   | 

---
## Top Pros & Cons

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

---
## Ratings Comparison
| Rating | Help Scout | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.7 (325 reviews) | 8.7 (865 reviews) | 
  | **Ease of Use** | 9.2 (329 reviews) | 8.2 (872 reviews) | 
  | **Ease of Setup** | 9.2 (171 reviews) | 8.0 (478 reviews) | 
  | **Ease of Admin** | 9.1 (167 reviews) | 8.0 (366 reviews) | 
  | **Quality of Support** | 9.0 (299 reviews) | 8.4 (748 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (161 reviews) | 8.7 (343 reviews) | 
  | **Product Direction (% positive)** | 8.1 (313 reviews) | 8.7 (830 reviews) | 

---
## Pricing

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/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 |
|---|---|---|
| **Help Scout** | 8.1/10 | 222 |
| **Jira Service Management** | 8.6/10 | 103 |

#### Ticket and Case Management

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (177 reviews) ✓ Verified | 9.0 (85 reviews) | 
| **Ticket response user experience** | 9.2 (179 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.6 (195 reviews) ✓ Verified | 8.9 (85 reviews) | 
| **Response Automation** | 8.6 (167 reviews) | 8.9 (80 reviews) | 
| **SLA Management** | Feature Not Available | 8.8 (82 reviews) | 
| **Attachments/Screencasts** | 8.6 (178 reviews) ✓ Verified | 8.8 (82 reviews) | 
| **Ticket Collaboration** | 8.9 (182 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.2 (100 reviews) | 8.5 (77 reviews) | 

#### Generative AI

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 5.8 (8 reviews) | 7.9 (54 reviews) | 
| **AI Text Summarization** | 6.1 (6 reviews) | 7.9 (53 reviews) | 

#### Agentic AI - Help Desk

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (41 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (40 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Customer Portal** | Feature Not Available | 8.9 (81 reviews) | 
| **Email to Case** | 9.2 (172 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **Chat/Live Support** | 7.8 (106 reviews) ✓ Verified | 8.3 (73 reviews) | 
| **Social Integration** | 7.7 (61 reviews) | 8.1 (71 reviews) | 
| **Voice** | 7.0 (29 reviews) ✓ Verified | 7.9 (68 reviews) | 

#### Platform

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 7.5 (39 reviews) | 8.1 (84 reviews) | 
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 8.4 (86 reviews) | 
| **User, Role, and Access Management** | 8.6 (104 reviews) ✓ Verified | 8.9 (89 reviews) | 
| **Integration** | 8.5 (82 reviews) ✓ Verified | 8.8 (84 reviews) | 
| **Reporting** | 8.1 (149 reviews) ✓ Verified | 8.7 (84 reviews) | 
| **Dashboards** | 8.2 (152 reviews) ✓ Verified | 8.7 (81 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 204 |

#### Administration

| Feature | Help Scout | 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 | Help Scout | 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 (179 reviews) ✓ Verified | 

#### Management

| Feature | Help Scout | 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 | Help Scout | Jira Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (160 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 | Help Scout | 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) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.7/10 | 16 |
| **Jira Service Management** | N/A | N/A |

#### Channels

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | 9.7 (11 reviews) | Not enough data | 
| **Open Listening** | 8.6 (7 reviews) | Not enough data | 
| **Physical Media** | 8.1 (6 reviews) | Not enough data | 

#### Design

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Communications Strategy Development** | 7.7 (8 reviews) | Not enough data | 
| **Create Content** | 8.8 (7 reviews) | Not enough data | 
| **Personalization** | 8.5 (11 reviews) | Not enough data | 
| **Inbound Identification** | 9.1 (11 reviews) | Not enough data | 
| **Regulatory Compliance** | 9.3 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.9/10 | 66 |
| **Jira Service Management** | N/A | N/A |

#### Productivity Tools

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Notes** | 9.4 (59 reviews) | Not enough data | 
| **Internal Discussion** | 9.0 (56 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.9 (52 reviews) | Not enough data | 
| **Workflows** | 9.0 (52 reviews) | Not enough data | 
| **Templates** | 9.1 (53 reviews) | Not enough data | 
| **Integrations** | 8.5 (47 reviews) | Not enough data | 
| **Tagging System** | 9.2 (59 reviews) | Not enough data | 

#### Analytics

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Trends** | 8.3 (39 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (50 reviews) | Not enough data | 
| **Email Tracking** | Feature Not Available | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 164 |

#### Monitoring

| Feature | Help Scout | 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 | Help Scout | 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 | Help Scout | 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 | Help Scout | 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) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 70 |
| **Jira Service Management** | N/A | N/A |

#### Conversational Platform

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Personalization** | 8.3 (57 reviews) | Not enough data | 
| **Omnichannel** | 8.5 (31 reviews) | Not enough data | 
| **Contextual Engagement** | 8.7 (33 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (36 reviews) | Not enough data | 

#### Support Automation

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Intelligent Routing** | 8.4 (36 reviews) | Not enough data | 
| **Seamless Escalation** | 8.8 (42 reviews) | Not enough data | 
| **Transcripts** | 8.4 (34 reviews) | Not enough data | 
| **Self-Serve Support** | 9.0 (36 reviews) | Not enough data | 

#### Generative AI

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Sorting & Filtering

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | 

#### Integrations

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 

#### Time Management

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | 

#### Generative AI

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

#### Agentic AI - Email Management

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.5/10 | 135 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | 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 | Help Scout | Jira Service Management | 
|---|---|---|
| **Pop-up Chat** | 8.9 (30 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.9 (32 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | Feature Not Available | Not enough data | 
| **In-App Messaging** | 8.2 (22 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Feature Not Available | Not enough data | 

####  Internal Use

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 8.4 (86 reviews) | 
| **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 7.9 (18 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 9.1 (35 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.5 (33 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (30 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 128 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.7 (108 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (103 reviews) | Not enough data | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | 8.3 (26 reviews) | Not enough data | 
| **Personalization** | 8.5 (29 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **Branding** | 8.8 (28 reviews) | Not enough data | 
| **Automation** | 8.7 (32 reviews) | Not enough data | 
| **Artificial Intelligence** | Feature Not Available | Not enough data | 
| **Integrations** | 8.7 (29 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Help Scout | 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 |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### IT Alerting

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

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Help Scout | 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 |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Jira Service Management** | 8.4/10 | 361 |

#### Incident Management

| Feature | Help Scout | 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 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (275 reviews) | 

#### Reporting

| Feature | Help Scout | 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 | Help Scout | 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 | Help Scout | 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 (76 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 Help Scout (7):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Email Management Software](https://www.g2.com/categories/email-management)

**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 | Help Scout | Jira Service Management | 
|---|---|---|
| **Small-Business** | 62.0% | 18.9% | 
| **Mid-Market** | 33.7% | 43.2% | 
| **Enterprise** | 4.4% | 37.9% | 

### By Industry

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.8%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.8%

#### Jira Service Management

- **Information Technology and Services:** 31.0%
- **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 Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7616 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
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- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
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- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 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 (4306 reviews)

---
## Top Discussions

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

### 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..."

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