Compare HelpDesk and Jira Service Management 
At a Glance
Market Segments
Small-Business (60.6% of reviews)
Mid-Market (42.8% 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
(964)4.3 out of 5
Market Segments
Mid-Market (42.8% 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.
- G2 reviewers report that Jira Service Management excels in its integration capabilities, particularly with the Atlassian suite, which users find to be a significant advantage for managing tasks and bugs effectively. This integration allows both IT and non-IT teams to provide excellent customer support.
- Users say HelpDesk stands out for its completeness and user-friendliness, with features that allow for seamless ticket management. Reviewers appreciate the ability to link multiple emails to a single ticket, which streamlines communication and enhances the support experience.
- According to verified reviews, HelpDesk is praised for its ease of setup and administration, with users highlighting its intuitive design that makes the platform less tedious to use. This user-friendly approach is particularly beneficial for small businesses looking for a straightforward support solution.
- Reviewers mention that while Jira Service Management has a robust feature set, it may require more configuration to meet specific workflow needs, which can be a challenge for some users. However, its strong ticket creation and response user experience are frequently noted as positives.
- G2 reviewers highlight that HelpDesk's versatility and customization options are significant strengths, allowing businesses to tailor the platform to their specific needs. This adaptability is particularly appealing to small businesses that require a more personalized support tool.
- Users report that Jira Service Management has a higher overall satisfaction score, indicating a strong performance in quality and support metrics. However, HelpDesk's recent user feedback suggests that its focus on user experience and design makes it a compelling choice for those prioritizing ease of use.
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
854
Ease of Use
9.2
29
8.2
861
Ease of Setup
9.8
7
8.0
467
Ease of Admin
9.4
8
8.0
366
Quality of Support
9.0
28
8.4
737
Has the product been a good partner in doing business?
9.2
8
8.7
343
Product Direction (% positive)
7.5
28
8.7
822
Features by Category
Ticket and Case Management
9.4
26
9.0
82
9.2
26
9.0
80
8.9
24
8.9
83
9.0
24
8.9
79
Feature Not Available
8.8
80
8.8
24
8.8
80
9.1
25
9.2
80
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
81
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
86
9.3
9
8.9
87
9.7
5
8.8
83
8.8
12
8.7
83
9.1
13
8.7
80
Administration
Not enough data
8.9
166
|
Verified
Not enough data
8.5
160
|
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
178
|
Verified
Management
Not enough data
9.0
154
|
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
154
|
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
81
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
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
Not enough data
Self-Service Experience
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
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Self-Service
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
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
307
Not enough data
8.8
315
Not enough data
8.8
326
Not enough data
8.5
281
Not enough data
8.5
276
Reporting
Not enough data
8.5
311
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
277
Not enough data
8.5
236
Not enough data
8.4
232
Agentic AI - Service Desk
Not enough data
8.2
75
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 is categorized as Complaint Management, Contact Center Knowledge Base, Customer Communications Management, and Customer Self-Service
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%
Higher Education
6.1%
Information Technology and Services
6.1%
Other
39.4%
Information Technology and Services
30.9%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.5%
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
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
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