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Compare HelpDesk and Jira Service Management 
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At a Glance
Market Segments
Small-Business (60.6% of reviews)
Mid-Market (42.9% of reviews)
Entry-Level Pricing
$29.00 1 per agent
0/agent/month
HelpDesk
Star Rating
(34)4.6 out of 5
Market Segments
Small-Business (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
$29.00 1 per agent
Browse all 3 pricing plansJira Service Management
Star Rating
(954)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 plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while HelpDesk shines in ticket response user experience, both scoring 9.2. Reviewers mention that the intuitive interface of HelpDesk makes it easier for agents to respond quickly to tickets.
- Reviewers mention that HelpDesk has a superior ease of setup score of 9.7 compared to Jira Service Management's 7.6, indicating that users find HelpDesk more straightforward to implement without extensive training.
- G2 users highlight that HelpDesk's quality of support is rated at 9.0, which is higher than Jira Service Management's 8.2. Users say that HelpDesk's support team is responsive and helpful, making it easier to resolve issues quickly.
- Users on G2 report that HelpDesk offers better mobile user support with a score of 9.4, while Jira Service Management scores 7.6. Reviewers mention that HelpDesk's mobile app allows for seamless ticket management on the go.
- Reviewers mention that Jira Service Management has a strong ticket collaboration feature with a score of 9.1, which is slightly higher than HelpDesk's 9.0. Users say that the ability to collaborate on tickets in real-time enhances team productivity.
- Users report that HelpDesk's automation features, including ticket routing and prioritization, score consistently high at 8.7, making it easier for teams to manage workloads efficiently, while Jira Service Management's automation features are rated slightly lower.
Pricing
Entry-Level Pricing
HelpDesk
Team
$29.00
1 per agent
Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
HelpDesk
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
9.0
28
8.7
844
Ease of Use
9.2
29
8.2
851
Ease of Setup
9.8
7
8.0
459
Ease of Admin
9.4
8
8.0
363
Quality of Support
9.0
28
8.4
728
Has the product been a good partner in doing business?
9.2
8
8.7
340
Product Direction (% positive)
7.5
28
8.7
813
Features by Category
Ticket and Case Management
9.4
26
9.0
82
9.2
26
9.0
80
8.9
24
8.9
81
9.0
24
8.9
79
Feature Not Available
8.8
78
8.8
24
8.8
80
9.1
25
9.2
79
Feature Not Available
8.5
77
Generative AI
Not enough data
7.9
54
Not enough data
7.9
53
Agentic AI - Help Desk
Not enough data
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Communication Channels
Feature Not Available
8.9
80
8.8
25
8.9
80
9.1
20
8.3
73
8.5
17
8.1
71
Feature Not Available
7.9
68
Platform
9.5
7
8.1
83
9.0
8
8.4
85
9.3
9
8.8
86
9.7
5
8.8
83
8.8
12
8.7
83
9.1
13
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
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
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Reporting
Not enough data
8.5
308
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
275
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
Categories
Categories
Shared Categories
HelpDesk and Jira Service Management are categorized as Help Desk
Unique Categories
HelpDesk has no unique categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
HelpDesk
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
Computer Software
24.2%
Marketing and Advertising
15.2%
Consumer Services
9.1%
Information Technology and Services
6.1%
Higher Education
6.1%
Other
39.4%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Alternatives
Discussions
HelpDesk has no discussions with answers
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
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
How does the licensing system work?
1 Comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
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