# Helpdesk 365 vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **workflow automation** and **ticket management** , with users praising its ability to integrate seamlessly with the Atlassian ecosystem. One user highlighted its effectiveness in managing complex projects, stating it was instrumental during a digital transformation project involving multiple platforms.
- **Users say** Helpdesk 365 shines in **ease of use** , particularly for teams looking for a straightforward ticketing solution. Reviewers appreciate features like **automatic ticket creation** from incoming emails, which ensures that no requests are missed, making it a reliable choice for smaller teams.
- **According to verified reviews** , Jira Service Management has a higher overall satisfaction score, reflecting its robust capabilities in **task and issue tracking**. Users noted that the platform provides real-time visibility into project statuses, which enhances transparency and accountability within teams.
- **Reviewers mention** that Helpdesk 365 offers strong customization options, allowing teams to build **custom forms** for different request types. This feature helps ensure that the right information is collected from the start, which can streamline the support process.
- **G2 reviewers highlight** that while Jira Service Management has a steeper learning curve, its comprehensive features, such as **SLA management** and **ticket collaboration** , make it a powerful tool for larger organizations that require more sophisticated service management capabilities.
- **Users report** that Helpdesk 365 provides excellent **customer support** , with many praising its responsiveness and helpfulness. This aspect is particularly beneficial for teams that may not have extensive IT resources, as they can rely on the support team for assistance with any issues that arise.



| | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 240 | 988 | 
| **Largest Market Segment** | Mid-Market (76.6% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | Starting at $24.99 | 0/agent/month   | 

---
## Top Pros & Cons

### Helpdesk 365

Pros:
- Ease of Use (28 reviews)
- Customer Support (13 reviews)

Cons:
- Slow Performance (5 reviews)
- Complex Setup (4 reviews)

### Jira Service Management

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

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

---
## Ratings Comparison
| Rating | Helpdesk 365 | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.2 (65 reviews) | 8.8 (875 reviews) | 
  | **Ease of Use** | 9.4 (236 reviews) | 8.3 (882 reviews) | 
  | **Ease of Setup** | 9.2 (122 reviews) | 8.0 (488 reviews) | 
  | **Ease of Admin** | 8.8 (31 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 9.7 (64 reviews) | 8.4 (758 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (30 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 9.8 (63 reviews) | 8.7 (840 reviews) | 

---
## Pricing

### Helpdesk 365

#### Entry-Level Pricing

Plan: Plus

Price: Starting at $24.99

Description: per user / month, billed yearly

Key Features:
- 50 ticket requesters
- Unlimited support tickets
- Service fields

[Browse all 4 editions](https://www.g2.com/products/helpdesk-365/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 |
|---|---|---|
| **Helpdesk 365** | 8.7/10 | 12 |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (10 reviews) | 9.0 (86 reviews) | 
| **Ticket response user experience** | 8.8 (10 reviews) | 9.1 (81 reviews) | 
| **Workflow** | 9.3 (9 reviews) | 8.9 (87 reviews) | 
| **Response Automation** | 9.1 (9 reviews) | 8.9 (81 reviews) | 
| **SLA Management** | 9.4 (8 reviews) | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | 8.8 (10 reviews) | 8.8 (84 reviews) | 
| **Ticket Collaboration** | 9.3 (9 reviews) | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 8.3 (7 reviews) | 8.5 (78 reviews) | 

#### Generative AI

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (54 reviews) | 

#### Agentic AI - Help Desk

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Customer Portal** | 9.0 (8 reviews) | 8.9 (81 reviews) | 
| **Email to Case** | 9.1 (11 reviews) | 8.9 (80 reviews) | 
| **Chat/Live Support** | 7.2 (9 reviews) | 8.3 (75 reviews) | 
| **Social Integration** | 7.1 (8 reviews) | 8.1 (71 reviews) | 
| **Voice** | 6.9 (7 reviews) | 7.9 (68 reviews) | 

#### Platform

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | 8.7 (9 reviews) | 8.1 (85 reviews) | 
| **Customization ** | 9.1 (9 reviews) | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | 9.7 (10 reviews) | 8.9 (92 reviews) | 
| **Integration** | 8.3 (9 reviews) | 8.8 (87 reviews) | 
| **Reporting** | 8.8 (10 reviews) | 8.7 (86 reviews) | 
| **Dashboards** | 8.5 (10 reviews) | 8.6 (84 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | 8.3/10 | 6 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Change Management** | 9.2 (6 reviews) | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 7.8 (6 reviews) | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (6 reviews) | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.4 (6 reviews) | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | 9.4 (6 reviews) | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | 8.6 (6 reviews) | 8.8 (181 reviews) ✓ Verified | 

#### Management

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Reporting** | 8.1 (6 reviews) | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | 8.3 (6 reviews) | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.1 (6 reviews) | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | 7.5 (6 reviews) | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | 7.2 (6 reviews) | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 8.9 (6 reviews) | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.1 (6 reviews) | 8.8 (151 reviews) | 
| **Alerting** | 7.2 (6 reviews) | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | 7.8 (6 reviews) | 8.9 (155 reviews) ✓ Verified | 

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

| Feature | Helpdesk 365 | 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 |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 166 |

#### Monitoring

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | 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 | Helpdesk 365 | 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) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Helpdesk 365 | 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 | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Helpdesk 365 | 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 |
|---|---|---|
| **Helpdesk 365** | 8.8/10 | 35 |
| **Jira Service Management** | 8.5/10 | 370 |

#### Incident Management

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.9 (33 reviews) | 8.7 (314 reviews) | 
| **Ticket Prioritization** | 9.3 (32 reviews) | 8.8 (316 reviews) | 
| **Ticket Notifications** | 9.2 (33 reviews) | 8.8 (329 reviews) | 
| **Knowledge Base** | 8.8 (30 reviews) | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | 9.0 (30 reviews) | 8.5 (276 reviews) | 

#### Reporting

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Dashboards** | 8.9 (31 reviews) | 8.5 (318 reviews) | 
| **Time Tracking** | 8.6 (30 reviews) | 8.4 (302 reviews) | 
| **Surveys** | 8.3 (30 reviews) | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Mobile** | 8.2 (30 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 9.1 (34 reviews) | 8.6 (284 reviews) | 
| **Active Directory** | 9.1 (30 reviews) | 8.5 (236 reviews) | 
| **Multi-Channel Access** | 8.7 (29 reviews) | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | Helpdesk 365 | 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 (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Helpdesk 365 (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Jira Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting)


---
## Reviewer Demographics

### By Company Size

| Segment | Helpdesk 365 | Jira Service Management | 
|---|---|---|
| **Small-Business** | 9.7% | 19.0% | 
| **Mid-Market** | 76.6% | 42.9% | 
| **Enterprise** | 13.6% | 38.0% | 

### By Industry

#### Helpdesk 365

- **Insurance:** 10.0%
- **Computer & Network Security:** 7.5%
- **Information Technology and Services:** 6.7%
- **Computer Software:** 5.8%
- **Non-Profit Organization Management:** 3.8%
- **Financial Services:** 3.3%
- **Health, Wellness and Fitness:** 3.3%
- **Education Management:** 2.9%
- **Hospital & Health Care:** 2.9%
- **Manufacturing:** 2.9%
- **Other:** 50.8%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **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:** 30.8%

---
## Alternatives

### Alternatives to Helpdesk 365

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6995 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7760 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1213 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (613 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (464 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 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 (1891 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1213 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 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 (4404 reviews)

---
## Top Discussions

### Helpdesk 365

- Title: [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside..."

### 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/helpdesk-365-vs-jira-service-management)