# Incident IQ vs Jira Service Management Comparison --- ## AI Generated Summary - **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, with a significantly higher G2 Score compared to Incident IQ. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service and support operations. - **Users say** that Incident IQ shines in its detailed helpdesk and classroom management features, making it particularly useful for educational environments. Reviewers highlight its ability to **customize predefined fields** and actions, which enhances workflow efficiency. - **According to verified reviews** , Jira Service Management is praised for its **real-time tracking** capabilities, allowing teams to monitor project status and ownership effectively. This feature is a standout for users managing complex projects across various platforms. - **Reviewers mention** that Incident IQ's mobile app is a significant advantage, enabling users to stay connected and manage tickets on the go. This flexibility is particularly beneficial for staff and teachers who need to communicate about equipment and devices quickly. - **G2 reviewers highlight** that while both products offer strong support, Incident IQ receives higher marks for its **quality of support**. Users appreciate the numerous options and helpful tips available, which enhance their overall experience. - **Users report** that Jira Service Management's integration with the Atlassian ecosystem is a major plus, facilitating seamless collaboration across tools. This integration is particularly valuable for teams already using other Atlassian products, enhancing their overall productivity. | | Incident IQ | Jira Service Management | |---|---|---| | **Star Rating** | 4.6 out of 5 | 4.3 out of 5 | | **Total Reviews** | 221 | 988 | | **Largest Market Segment** | Mid-Market (51.8% of reviews) | Mid-Market (42.9% of reviews) | | **Entry Level Price** | No pricing available | 0/agent/month | --- ## Top Pros & Cons ### Incident IQ **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 | Incident IQ | Jira Service Management | |---|---|---| | **Meets Requirements** | 9.0 (203 reviews) | 8.8 (875 reviews) | | **Ease of Use** | 8.9 (205 reviews) | 8.3 (882 reviews) | | **Ease of Setup** | 8.8 (100 reviews) | 8.0 (488 reviews) | | **Ease of Admin** | 8.9 (106 reviews) | 8.0 (367 reviews) | | **Quality of Support** | 9.1 (185 reviews) | 8.4 (758 reviews) | | **Has the product been a good partner in doing business?** | 9.3 (102 reviews) | 8.7 (344 reviews) | | **Product Direction (% positive)** | 9.3 (200 reviews) | 8.7 (840 reviews) | --- ## Pricing ### Incident IQ #### Entry-Level Pricing No pricing available #### Free Trial No information available ### 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 | |---|---|---| | **Incident IQ** | 8.6/10 | 99 | | **Jira Service Management** | 8.6/10 | 107 | #### Ticket and Case Management | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Ticket creation user experience** | 8.8 (92 reviews) | 9.0 (86 reviews) | | **Ticket response user experience** | 8.8 (92 reviews) | 9.1 (81 reviews) | | **Workflow** | 8.9 (92 reviews) | 8.9 (87 reviews) | | **Response Automation** | 8.9 (83 reviews) | 8.9 (81 reviews) | | **SLA Management** | 8.7 (66 reviews) | 8.8 (85 reviews) | | **Attachments/Screencasts** | 9.0 (91 reviews) | 8.8 (84 reviews) | | **Ticket Collaboration** | 9.0 (89 reviews) | 9.2 (81 reviews) | | **Customer and Contacts Database** | 8.8 (75 reviews) | 8.5 (78 reviews) | #### Generative AI | Feature | Incident IQ | Jira Service Management | |---|---|---| | **AI Text Generation** | 7.8 (26 reviews) | 8.0 (55 reviews) | | **AI Text Summarization** | 7.8 (26 reviews) | 7.9 (54 reviews) | #### Agentic AI - Help Desk | Feature | Incident IQ | 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 | Incident IQ | Jira Service Management | |---|---|---| | **Customer Portal** | 8.7 (81 reviews) | 8.9 (81 reviews) | | **Email to Case** | 8.6 (74 reviews) | 8.9 (80 reviews) | | **Chat/Live Support** | 7.9 (46 reviews) | 8.3 (75 reviews) | | **Social Integration** | Feature Not Available | 8.1 (71 reviews) | | **Voice** | Feature Not Available | 7.9 (68 reviews) | #### Platform | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Mobile User Support** | 8.0 (63 reviews) | 8.1 (85 reviews) | | **Customization ** | 8.7 (79 reviews) | 8.4 (87 reviews) | | **User, Role, and Access Management** | 8.6 (84 reviews) | 8.9 (92 reviews) | | **Integration** | 9.0 (84 reviews) | 8.8 (87 reviews) | | **Reporting** | 8.5 (80 reviews) | 8.7 (86 reviews) | | **Dashboards** | 8.9 (84 reviews) | 8.6 (84 reviews) | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **Incident IQ** | N/A | N/A | | **Jira Service Management** | 8.7/10 | 206 | #### Administration | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Change Management** | Not enough data | 8.9 (166 reviews) ✓ Verified | | **Asset Management** | Not enough data | 8.5 (161 reviews) ✓ Verified | | **Reports & Analytics** | Not enough data | 8.9 (173 reviews) ✓ Verified | #### Service Desk | Feature | Incident IQ | 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 (181 reviews) ✓ Verified | #### Management | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Reporting** | Not enough data | 9.0 (155 reviews) ✓ Verified | | **Administration Console** | Not enough data | 8.9 (147 reviews) ✓ Verified | | **Access Management** | Not enough data | 8.7 (149 reviews) ✓ Verified | | **Asset Management** | Not enough data | 8.6 (145 reviews) ✓ Verified | | **Policy Dictation** | Not enough data | 8.6 (139 reviews) ✓ Verified | #### Functionality | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Ticketing System** | Not enough data | 9.2 (162 reviews) ✓ Verified | | **Performance Logging** | Not enough data | 8.8 (151 reviews) | | **Alerting** | Not enough data | 8.7 (154 reviews) ✓ Verified | | **Automation** | Not enough data | 8.9 (155 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | Incident IQ | 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) | ### HR Service Delivery | Product | Score | Reviews | |---|---|---| | **Incident IQ** | N/A | N/A | | **Jira Service Management** | N/A | N/A | #### Customization | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Customization** | Not enough data | Not enough data | | **HR Integrations** | Not enough data | Not enough data | #### HR Content | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Knowledge Management** | Not enough data | Not enough data | | **Content Delivery** | Not enough data | Not enough data | | **Document Management** | Not enough data | Not enough data | #### Logistics | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Security** | Not enough data | Not enough data | | **Employee Portal** | Not enough data | Not enough data | | **AI ** | Not enough data | Not enough data | #### Management | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Ticketing Platform** | Not enough data | Not enough data | | **Single Sign-On** | Not enough data | Not enough data | | **Business Process Management** | Not enough data | Not enough data | | **Self-Service** | Not enough data | Not enough data | | **Dashboard & Reporting** | Not enough data | Not enough data | #### Generative AI | Feature | Incident IQ | Jira Service Management | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **Incident IQ** | N/A | N/A | | **Jira Service Management** | 8.7/10 | 166 | #### Monitoring | Feature | Incident IQ | 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 | Incident IQ | 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 | Incident IQ | 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 | Incident IQ | 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) | ### IT Asset Management | Product | Score | Reviews | |---|---|---| | **Incident IQ** | 8.6/10 | 97 | | **Jira Service Management** | N/A | N/A | #### Asset Inventory | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Hardware Asset Inventory** | 9.2 (95 reviews) | Not enough data | | **Software Asset Inventory** | 8.7 (72 reviews) | Not enough data | | **Cloud Asset Inventory** | 8.6 (65 reviews) | Not enough data | | **Mobile Asset Inventory** | 8.5 (77 reviews) | Not enough data | | **Asset Discovery** | 8.7 (74 reviews) | Not enough data | #### Generative AI | Feature | Incident IQ | Jira Service Management | |---|---|---| | **AI Text Generation** | 8.1 (26 reviews) | Not enough data | | **AI Text Generation** | 8.1 (26 reviews) | Not enough data | #### Agentic AI - IT Asset Management | Feature | Incident IQ | 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 | #### Management | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Central Dashboard** | 9.0 (89 reviews) | Not enough data | | **Asset Policy Management** | 8.7 (74 reviews) | Not enough data | | **Risk Management** | 8.4 (55 reviews) | Not enough data | | **Integrations** | 8.9 (87 reviews) | Not enough data | ### IT Alerting | Product | Score | Reviews | |---|---|---| | **Incident IQ** | N/A | N/A | | **Jira Service Management** | 8.6/10 | 25 | #### Generative AI | Feature | Incident IQ | Jira Service Management | |---|---|---| | **AI Text Generation** | Not enough data | 8.3 (25 reviews) | #### Agentic AI - IT Alerting | Feature | Incident IQ | 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 | |---|---|---| | **Incident IQ** | 8.6/10 | 167 | | **Jira Service Management** | 8.5/10 | 370 | #### Incident Management | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Automate Ticket Routing** | 9.0 (120 reviews) | 8.7 (314 reviews) | | **Ticket Prioritization** | 8.9 (111 reviews) | 8.8 (316 reviews) | | **Ticket Notifications** | 8.9 (121 reviews) | 8.8 (329 reviews) | | **Knowledge Base** | 8.4 (114 reviews) | 8.5 (282 reviews) | | **Knowledge Base/Ticket Integration** | 8.4 (108 reviews) | 8.5 (276 reviews) | #### Reporting | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Dashboards** | 8.9 (119 reviews) | 8.5 (318 reviews) | | **Time Tracking** | 8.7 (103 reviews) | 8.4 (302 reviews) | | **Surveys** | 8.5 (90 reviews) | 8.2 (231 reviews) | #### Access & Usability | Feature | Incident IQ | Jira Service Management | |---|---|---| | **Mobile** | 8.0 (104 reviews) | 8.1 (226 reviews) | | **Self Service** | 8.5 (106 reviews) | 8.6 (284 reviews) | | **Active Directory** | 8.6 (103 reviews) | 8.5 (236 reviews) | | **Multi-Channel Access** | 8.6 (89 reviews) | 8.4 (232 reviews) | #### Agentic AI - Service Desk | Feature | Incident IQ | 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 (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to Incident IQ (3):** [HR Service Delivery Software](https://www.g2.com/categories/hr-service-delivery), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [School Management Software](https://www.g2.com/categories/school-management-software) **Unique to Jira Service Management (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [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 | Incident IQ | Jira Service Management | |---|---|---| | **Small-Business** | 14.2% | 19.0% | | **Mid-Market** | 51.8% | 42.9% | | **Enterprise** | 33.9% | 38.0% | ### By Industry #### Incident IQ - **Primary/Secondary Education:** 38.4% - **Information Technology and Services:** 22.7% - **Education Management:** 21.8% - **Computer Software:** 2.3% - **Telecommunications:** 1.9% - **Civic & Social Organization:** 1.9% - **Computer & Network Security:** 1.4% - **Accounting:** 0.9% - **Construction:** 0.9% - **Consumer Services:** 0.9% - **Other:** 6.9% #### 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 Incident IQ - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1908 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [SchoolStatus](https://www.g2.com/products/schoolstatus/reviews) — 4.8/5 stars (842 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [Follett Destiny Library Manager](https://www.g2.com/products/follett-software-follett-destiny-library-manager/reviews) — 4.3/5 stars (432 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1231 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7002 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4833 reviews) ### Alternatives to Jira Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 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 (1908 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 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 (1231 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (968 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 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 (295 reviews) --- ## Top Discussions ### Incident IQ - Title: [Do you integrate with single sign-on providers?](https://www.g2.com/discussions/single-sign-on-29459c42-b783-4770-b101-78b086e21ff2) — 2 comments, 1 upvote *(includes official response)* > **Top comment:** "Yes. Incident IQ currently integrates with Google SSO, Azure, and Microsoft Local AD. Integrations with further SSO providers will be released in the near..." - Title: [How are you priced?](https://www.g2.com/discussions/pricing-9501a2c9-7a56-4af9-9520-ad33da5df8e7) — 2 comments, 1 upvote *(includes official response)* > **Top comment:** "Incident IQ is priced based on student enrollment, creating a price point that is accessible for districts of all sizes. " - Title: [Do you have a mobile app?](https://www.g2.com/discussions/mobile-app-592947d6-d9db-4181-aab7-b93098af262a) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Yes. Incident IQ features a native mobile app, built for iOS and Android. " ### 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/incident-iq-vs-jira-service-management)