# Helpspot vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, reflected in its higher G2 Score of 67.8 compared to Helpspot's 37.6. Users appreciate its seamless integration with the Atlassian suite, which enhances collaboration and efficiency across teams.
- **Users say** that Helpspot offers a competitive pricing structure, making it an attractive option for mid-market businesses. Reviewers highlight the value of its support and the ability to customize the user experience, such as hosting options and personalized portal designs.
- **Reviewers mention** that Jira Service Management provides a user-friendly experience for both IT and non-IT teams, making it easier to manage customer support and track development tasks. This ease of use is a significant advantage, especially for organizations looking to streamline their workflows.
- **According to verified reviews** , Helpspot shines in its administrative capabilities, with users praising its ease of administration. Reviewers note that the platform allows for effective management of support tickets, which can be crucial for maintaining high service levels.
- **G2 reviewers highlight** that while Helpspot has a strong ticket response experience, Jira Service Management matches this with its robust ticket collaboration features. Users appreciate the ability to work together on tickets, which enhances communication and problem resolution.
- **Users report** that Jira Service Management's reporting and dashboard capabilities are superior, providing valuable insights into performance metrics. This feature is particularly beneficial for teams looking to analyze their support operations and improve service delivery.



| | Helpspot | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.0 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 17 | 984 | 
| **Largest Market Segment** | Mid-Market (56.3% of reviews) | Mid-Market (43.1% of reviews) | 
| **Entry Level Price** | Starting at $699.00 3 Agents Per Year | 0/agent/month   | 

---
## Top Pros & Cons

### Helpspot

**Not enough data**

### Jira Service Management

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

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

---
## Ratings Comparison
| Rating | Helpspot | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (13 reviews) | 8.7 (869 reviews) | 
  | **Ease of Use** | 8.5 (13 reviews) | 8.2 (876 reviews) | 
  | **Ease of Setup** | 7.3 (5 reviews) | 8.0 (482 reviews) | 
  | **Ease of Admin** | 9.3 (5 reviews) | 8.0 (366 reviews) | 
  | **Quality of Support** | 8.5 (9 reviews) | 8.4 (752 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 8.7 (343 reviews) | 
  | **Product Direction (% positive)** | 5.5 (13 reviews) | 8.7 (834 reviews) | 

---
## Pricing

### Helpspot

#### Entry-Level Pricing

Plan: Up to 3 Agents

Price: Starting at $699.00 3 Agents Per Year

Description: Everything is included for one price. 
Change agent tiers at any time. Hosted in the US, EU, or on-premise.

Key Features:
- Hosted or on-premise, same price
- U.S. based email & phone support
- No costly add-ons or limits

[Learn more about Helpspot](https://www.g2.com/products/helpspot/reviews)

#### 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 |
|---|---|---|
| **Helpspot** | 7.9/10 | 12 |
| **Jira Service Management** | 8.6/10 | 104 |

#### Ticket and Case Management

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.3 (12 reviews) ✓ Verified | 9.0 (85 reviews) | 
| **Ticket response user experience** | 9.1 (11 reviews) ✓ Verified | 9.1 (81 reviews) | 
| **Workflow** | 8.5 (11 reviews) ✓ Verified | 8.9 (85 reviews) | 
| **Response Automation** | 8.3 (12 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **SLA Management** | 8.1 (6 reviews) ✓ Verified | 8.8 (83 reviews) | 
| **Attachments/Screencasts** | 7.6 (12 reviews) ✓ Verified | 8.8 (83 reviews) | 
| **Ticket Collaboration** | 7.6 (11 reviews) ✓ Verified | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | 7.8 (6 reviews) ✓ Verified | 8.5 (77 reviews) | 

#### Generative AI

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (54 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (53 reviews) | 

#### Agentic AI - Help Desk

| Feature | Helpspot | 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 | Helpspot | Jira Service Management | 
|---|---|---|
| **Customer Portal** | 7.2 (9 reviews) ✓ Verified | 8.9 (81 reviews) | 
| **Email to Case** | 8.2 (11 reviews) ✓ Verified | 8.9 (80 reviews) | 
| **Chat/Live Support** | 6.3 (5 reviews) | 8.3 (73 reviews) | 
| **Social Integration** | Feature Not Available | 8.1 (71 reviews) | 
| **Voice** | Feature Not Available | 7.9 (68 reviews) | 

#### Platform

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (85 reviews) | 
| **Customization ** | Not enough data | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (90 reviews) | 
| **Integration** | Not enough data | 8.8 (85 reviews) | 
| **Reporting** | 7.7 (10 reviews) ✓ Verified | 8.7 (85 reviews) | 
| **Dashboards** | 8.0 (9 reviews) ✓ Verified | 8.7 (82 reviews) | 

### IT Service Management (ITSM) Tools

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

#### Administration

| Feature | Helpspot | 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 | Helpspot | 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 | Helpspot | 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 | Helpspot | 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 | Helpspot | 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 |
|---|---|---|
| **Helpspot** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 164 |

#### Monitoring

| Feature | Helpspot | 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 | Helpspot | 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 | Helpspot | 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 | Helpspot | 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 |
|---|---|---|
| **Helpspot** | 8.0/10 | 6 |
| **Jira Service Management** | N/A | N/A |

#### Generative AI

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

#### Self-Service Experience

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Knowledge Base** | 8.0 (5 reviews) | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Feature Not Available | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Helpspot | 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 |
|---|---|---|
| **Helpspot** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Helpspot | 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 |
|---|---|---|
| **Helpspot** | N/A | N/A |
| **Jira Service Management** | 8.4/10 | 365 |

#### Incident Management

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (309 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (314 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (328 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (275 reviews) | 

#### Reporting

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.5 (313 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (301 reviews) | 
| **Surveys** | Not enough data | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Helpspot | Jira Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.1 (226 reviews) | 
| **Self Service** | Not enough data | 8.6 (282 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 | Helpspot | 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 (77 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 Helpspot (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**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 | Helpspot | Jira Service Management | 
|---|---|---|
| **Small-Business** | 31.3% | 19.0% | 
| **Mid-Market** | 56.3% | 43.1% | 
| **Enterprise** | 12.5% | 37.9% | 

### By Industry

#### Helpspot

- **Information Technology and Services:** 37.5%
- **Primary/Secondary Education:** 12.5%
- **Wholesale:** 6.3%
- **Sports:** 6.3%
- **Law Practice:** 6.3%
- **Human Resources:** 6.3%
- **Higher Education:** 6.3%
- **Computer Games:** 6.3%
- **Computer & Network Security:** 6.3%
- **Banking:** 6.3%

#### Jira Service Management

- **Information Technology and Services:** 30.9%
- **Computer Software:** 16.2%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.8%
- **Retail:** 1.8%
- **Banking:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.6%

---
## Alternatives

### Alternatives to Helpspot

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6948 reviews)
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### Alternatives to Jira Service Management

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- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1866 reviews)
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- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (954 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 (4307 reviews)

---
## Top Discussions

### Helpspot

No discussions available for this product.

### 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/helpspot-vs-jira-service-management)