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Compare Jira Service Desk, Track-It!, and Micro Focus Service Management Automation (SMAX)

Pricing

 
GET STARTED
$10
/month
 
FOR GROWING TEAMS
$20
/agent/month
 
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
Track-It!
Free Trial Unavailable
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
7.7
8.2
Ease of Use
Ease of Use
7.8
7.8
7.4
Ease of Setup
Ease of Setup
7.3
7.3
7.1
Ease of Admin
Ease of Admin
7.4
7.8
7.5
Quality of Support
Quality of Support
8.0
7.7
7.6
Ease of Doing Business With
Ease of Doing Business With
8.2
7.9
8.1
Product Direction (% positive)
Product Direction (% positive)
7.9
5.6
6.8
Meets Requirements
Jira Service Desk
8.5
Track-It!
7.7
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Jira Service Desk
7.8
Track-It!
7.8
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Jira Service Desk
7.3
Track-It!
7.3
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Jira Service Desk
7.4
Track-It!
7.8
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Jira Service Desk
8.0
Track-It!
7.7
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Jira Service Desk
8.2
Track-It!
7.9
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Jira Service Desk
7.9
Track-It!
5.6
Micro Focus Service Management Automation (SMAX)
6.8

Features

Administration
Change Management
Jira Service Desk
8.9
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Asset Management
Jira Service Desk
8.5
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Reports & Analytics
Jira Service Desk
8.2
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Incident Management
Automate Ticket Routing
Jira Service Desk
8.6
Track-It!
7.6
Micro Focus Service Management Automation (SMAX)
7.8
Ticket Prioritization
Jira Service Desk
8.6
Track-It!
7.7
Micro Focus Service Management Automation (SMAX)
7.8
Ticket Notifications
Jira Service Desk
8.5
Track-It!
8.8
Micro Focus Service Management Automation (SMAX)
8.0
Knowledge Base
Jira Service Desk
8.1
Track-It!
6.5
Micro Focus Service Management Automation (SMAX)
7.8
Knowledge Base/Ticket Integration
Jira Service Desk
8.1
Track-It!
6.7
Micro Focus Service Management Automation (SMAX)
7.6
Service Desk
Help Desk
Jira Service Desk
8.0
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Incident Reports
Jira Service Desk
8.0
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Process Workflow
Jira Service Desk
7.8
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
Not enough data available
Reporting
Dashboards
Jira Service Desk
8.3
Track-It!
6.7
Micro Focus Service Management Automation (SMAX)
7.4
Time Tracking
Jira Service Desk
8.3
Track-It!
7.3
Micro Focus Service Management Automation (SMAX)
7.5
Surveys
Jira Service Desk
7.6
Track-It!
6.7
Micro Focus Service Management Automation (SMAX)
8.3
Access & Usability
Mobile
Jira Service Desk
7.5
Track-It!
7.1
Micro Focus Service Management Automation (SMAX)
6.7
Self Service
Jira Service Desk
8.3
Track-It!
7.4
Micro Focus Service Management Automation (SMAX)
7.5
Active Directory
Jira Service Desk
8.2
Track-It!
8.3
Micro Focus Service Management Automation (SMAX)
8.3
Multi-Channel Access
Jira Service Desk
7.9
Track-It!
Not enough data available
Micro Focus Service Management Automation (SMAX)
7.3

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.1%
12.0%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.3%
56.0%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
43.6%
32.0%
69.2%
Jira Service Desk
Small-Business
16.1%
Mid-Market
40.3%
Enterprise
43.6%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Information Technology and Services
28.5%
Information Technology and Services
13.5%
Information Technology and Services
25.4%
 
Computer Software
15.1%
Hospital & Health Care
9.4%
Hospital & Health Care
10.2%
 
Internet
6.1%
Higher Education
7.3%
Insurance
8.5%
 
Telecommunications
4.3%
Utilities
5.2%
Airlines/Aviation
8.5%
 
Financial Services
4.3%
Law Practice
5.2%
Utilities
3.4%
 
Other
41.7%
Other
59.4%
Other
44.1%
Jira Service Desk
Information Technology and Services
28.5%
Computer Software
15.1%
Internet
6.1%
Telecommunications
4.3%
Financial Services
4.3%
Other
41.7%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

G2 User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Internet

Where do I start that the thing is super complicated to use that everything is a locked down setting. It's not intuitive at all. I understand this tool is for software developers but other people in the org need to use it as well. Also some things you...

G2 User in Information Technology and Services

It looks outdated, the interface looks like an Excel spreadsheet. Althought it does work, just doesn't look like anyone put a lot of thought into the asthetics.

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

 
Jira Service Desk
Most Helpful Favorable Review
TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

Most Helpful Critical Review
G2 User in Internet

Where do I start that the thing is super complicated to use that everything is a locked down setting. It's not intuitive at all. I understand this tool is for software developers but other people in the org need to use it as well. Also some things you...

Track-It!
Most Helpful Favorable Review
G2 User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
G2 User in Information Technology and Services

It looks outdated, the interface looks like an Excel spreadsheet. Althought it does work, just doesn't look like anyone put a lot of thought into the asthetics.

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

Screenshots

 
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Micro Focus Service Management Automation (SMAX)
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