Introducing G2.ai, the future of software buying.Try now
Compare Jira Service Management and incident.io 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
ManageEngine ServiceDesk Plus
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Parny
Visit Website
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
Status.io
Visit Website
At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (69.0% of reviews)
Entry-Level Pricing
0/agent/month
Free 5 Users
Jira Service Management
Star Rating
(949)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansincident.io
Star Rating
(178)4.8 out of 5
Market Segments
Mid-Market (69.0% of reviews)
Entry-Level Pricing
Free 5 Users
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 its ticketing system, with a score of 9.1, providing robust features for ticket assignment and lifecycle visualization. In contrast, incident.io, while scoring slightly lower at 8.9 for ticket assignment, offers a more streamlined user experience overall.
- Reviewers mention that incident.io shines in ease of use, scoring 9.5 compared to Jira's 8.1. Users appreciate the intuitive interface and quick setup process, which is reflected in incident.io's higher score of 9.2 for ease of setup.
- G2 users highlight the superior quality of support from incident.io, with a remarkable score of 9.8, while Jira Service Management scores 8.2. Reviewers say that incident.io's support team is responsive and helpful, making it a preferred choice for those needing assistance.
- Users on G2 report that incident.io's automation features, particularly in ticket routing and prioritization, are highly effective, scoring 8.7. Jira Service Management also performs well in this area but does not match the same level of user satisfaction.
- Reviewers mention that Jira Service Management has a more comprehensive reporting and analytics feature set, scoring 8.9, which is beneficial for teams needing detailed insights. However, incident.io's reporting capabilities are still strong, with users appreciating its straightforward dashboard.
- Users say that incident.io's generative AI features, particularly in AI text summarization, are impressive, scoring 8.5, while Jira's scores are slightly lower. This indicates that incident.io may provide a more advanced approach to leveraging AI for incident management.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
incident.io
Basic
Free
5 Users
For individuals and early stage teams
- On-call and alerting
- Slack native incident reponse
- Beautiful status page
Free Trial
Jira Service Management
Free Trial is available
incident.io
Free Trial is available
Ratings
Meets Requirements
8.7
840
9.2
138
Ease of Use
8.2
847
9.5
142
Ease of Setup
8.0
455
9.2
90
Ease of Admin
8.0
358
9.3
74
Quality of Support
8.4
724
9.8
129
Has the product been a good partner in doing business?
8.7
335
9.7
73
Product Direction (% positive)
8.7
809
10.0
131
Features by Category
Ticket and Case Management
9.0
81
Not enough data
9.0
79
Not enough data
8.9
80
Not enough data
8.8
78
Not enough data
8.8
77
Not enough data
8.7
79
Not enough data
9.2
78
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
84
Not enough data
8.8
80
Not enough data
8.6
82
Not enough data
8.6
79
Not enough data
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.1
157
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
79
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
8.8
91
9.0
149
|
Verified
9.4
97
9.1
146
|
Verified
9.2
94
8.5
69
Not enough data
Management Tools
9.1
148
|
Verified
8.9
97
8.9
147
|
Verified
9.4
98
9.0
135
|
Verified
9.3
100
Generative AI
8.0
76
8.2
55
8.3
74
8.4
55
Agentic AI - Incident Management
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
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
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
Not enough data
Incident Management
8.7
304
Not enough data
8.8
313
Not enough data
8.8
323
Not enough data
8.4
278
Not enough data
8.5
275
Not enough data
Reporting
8.5
307
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
274
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
Agentic AI - Service Desk
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
73
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and incident.io are categorized as Incident Management and IT Alerting
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Service Desk, and Help Desk
incident.io has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
incident.io
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
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.2%
Other
40.3%
Financial Services
24.7%
Computer Software
24.7%
Information Technology and Services
18.4%
Marketing and Advertising
8.0%
Retail
2.9%
Other
21.3%
Alternatives
Discussions
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
What is incident.io used for?
1 Comment
JI
incident.io is an incident management tool that offers calmness whenever unplanned events occur with robust features and integration options with major 3rd...Read more
incident.io has no more discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
