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Compare Jira Service Desk, Track-It!, and ServiceNow

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
ServiceNow
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
7.7
8.4
Ease of Use
Ease of Use
7.8
7.8
7.4
Ease of Setup
Ease of Setup
7.3
7.3
7.2
Ease of Admin
Ease of Admin
7.4
7.8
7.8
Quality of Support
Quality of Support
8.0
7.7
7.9
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
7.8
Meets Requirements
Jira Service Desk
8.5
Track-It!
7.7
ServiceNow
8.4
Ease of Use
Jira Service Desk
7.8
Track-It!
7.8
ServiceNow
7.4
Ease of Setup
Jira Service Desk
7.3
Track-It!
7.3
ServiceNow
7.2
Ease of Admin
Jira Service Desk
7.4
Track-It!
7.8
ServiceNow
7.8
Quality of Support
Jira Service Desk
8.0
Track-It!
7.7
ServiceNow
7.9
Ease of Doing Business With
Jira Service Desk
8.2
Track-It!
7.9
ServiceNow
8.1
Product Direction (% positive)
Jira Service Desk
7.9
Track-It!
5.6
ServiceNow
7.8

Features

Incident Management
Automate Ticket Routing
Jira Service Desk
8.6
Track-It!
7.6
ServiceNow
8.6
Ticket Prioritization
Jira Service Desk
8.6
Track-It!
7.7
ServiceNow
8.6
Ticket Notifications
Jira Service Desk
8.5
Track-It!
8.8
ServiceNow
8.7
Knowledge Base
Jira Service Desk
8.1
Track-It!
6.5
ServiceNow
7.9
Knowledge Base/Ticket Integration
Jira Service Desk
8.1
Track-It!
6.7
ServiceNow
7.9
Reporting
Dashboards
Jira Service Desk
8.3
Track-It!
6.7
ServiceNow
8.1
Time Tracking
Jira Service Desk
8.3
Track-It!
7.3
ServiceNow
8.1
Surveys
Jira Service Desk
7.6
Track-It!
6.7
ServiceNow
7.4
Access & Usability
Mobile
Jira Service Desk
7.5
Track-It!
7.1
ServiceNow
7.1
Self Service
Jira Service Desk
8.3
Track-It!
7.4
ServiceNow
8.0
Active Directory
Jira Service Desk
8.2
Track-It!
8.3
ServiceNow
8.2
Multi-Channel Access
Jira Service Desk
7.9
Track-It!
Not enough data available
ServiceNow
8.6

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.1%
12.0%
3.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.3%
56.0%
17.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
43.6%
32.0%
78.8%
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%
ServiceNow
Small-Business
3.9%
Mid-Market
17.3%
Enterprise
78.8%

Reviewers' Industry

 
Information Technology and Services
28.5%
Information Technology and Services
13.5%
Information Technology and Services
27.6%
 
Computer Software
15.1%
Hospital & Health Care
9.4%
Hospital & Health Care
7.5%
 
Internet
6.1%
Higher Education
7.3%
Higher Education
7.5%
 
Telecommunications
4.3%
Utilities
5.2%
Computer Software
6.7%
 
Financial Services
4.3%
Law Practice
5.2%
Financial Services
6.1%
 
Other
41.7%
Other
59.4%
Other
44.5%
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%
ServiceNow
Information Technology and Services
27.6%
Hospital & Health Care
7.5%
Higher Education
7.5%
Computer Software
6.7%
Financial Services
6.1%
Other
44.5%

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.

Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
Most Helpful Critical Review
Angelisa P.
User

The search function is not very precise. Its very hard to find things if words are not spaced accordingly or have the right symbols (ex: -'s). It seemed like there was an updated needed for the software every 6 weeks or so.

G2 User in Mining & Metals

It is painful to navigate. The latest version has a dashboard which is somewhat nice, but still requires me to navigate to find what I need, move to the right fields, fill things out, etc... Yes, it is customizable, but again, it is messy and allows us to...

G2 User in Insurance

Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...

 
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
Angelisa P.
User

The search function is not very precise. Its very hard to find things if words are not spaced accordingly or have the right symbols (ex: -'s). It seemed like there was an updated needed for the software every 6 weeks or so.

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 Mining & Metals

It is painful to navigate. The latest version has a dashboard which is somewhat nice, but still requires me to navigate to find what I need, move to the right fields, fill things out, etc... Yes, it is customizable, but again, it is messy and allows us to...

ServiceNow
Most Helpful Favorable Review
Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
G2 User in Insurance

Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...

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