Link copied to clipboard # Jira Service Management vs incident.io Comparison - What are their main differences? Share [ Export ](/compare/jira-service-management/incident-io/export.csv) Jira Service Managementincident.io[+ Add Product](#) Pricing **Jira Service Management** Free Trial **0** /agent/month · Free **incident.io** Free Trial **Free** 5 Users · Basic **Pricing Insights** from reviews Time to Implement **Jira Service Management** 2 months Based on 24 responses **incident.io** 1 monthFaster Based on 11 responses Return on Investment **Jira Service Management** 11 months Based on 21 responses **incident.io** 6 months5 months sooner Based on 9 responses Perceived Cost **Jira Service Management** $$$$$ **incident.io** $$$$$ Average Discount **Jira Service Management** 11% **incident.io** 11% **Pros & Cons** from reviews **Jira Service Management** [ Ease of Use (49) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163903&qs=pros-and-cons#reviews)[ Integrations (33) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1162990&qs=pros-and-cons#reviews)[ Learning Curve (35) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1165698&qs=pros-and-cons#reviews)[ Complexity (29) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163036&qs=pros-and-cons#reviews) **incident.io** [ Ease of Use (29) ](https://www.g2.com/products/incident-io/reviews?filters%5Bsentiment_snippet%5D=1490372&qs=pros-and-cons#reviews)[ Customer Support (27) ](https://www.g2.com/products/incident-io/reviews?filters%5Bsentiment_snippet%5D=1490039&qs=pros-and-cons#reviews)[ Missing Features (8) ](https://www.g2.com/products/incident-io/reviews?filters%5Bsentiment_snippet%5D=1490484&qs=pros-and-cons#reviews)[ Limited Features (7) ](https://www.g2.com/products/incident-io/reviews?filters%5Bsentiment_snippet%5D=1489832&qs=pros-and-cons#reviews) Integrations **Jira Service Management** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_f176b4154a751d10150daa67a57b7dc5/azure-active-directory-domain-services.jpg "Product Avatar Image") Azure Active Directory... ](https://www.g2.com/products/azure-active-directory-domain-services/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2ac0e7b10e1efb64107026cb2b241d53/azure-pipelines.jpg "Product Avatar Image") Azure Pipelines ](https://www.g2.com/products/azure-pipelines/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_f176b4154a751d10150daa67a57b7dc5/azure-portal.jpg "Product Avatar Image") Azure Portal ](https://www.g2.com/products/azure-portal/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2ea5f7178028686921161d65d4be481a/bitbucket.png "Product Avatar Image") Bitbucket ](https://www.g2.com/products/bitbucket/reviews)[ View all ](https://www.g2.com/products/jira-service-management/integrations) **incident.io** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/amazon-cloudwatch.jpg "Product Avatar Image") Amazon CloudWatch ](https://www.g2.com/products/amazon-cloudwatch/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_5765e8ebfaaec4a7a6c53da6d16e06d4/backstage.jpeg "Product Avatar Image") Backstage ](https://www.g2.com/products/backstage/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2a9a43b2d4b9db5bdb0ced67c5e23b61/confluence.png "Product Avatar Image") Confluence ](https://www.g2.com/products/confluence/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_393746d0cdc8904473bde59b5858158e/datadog.png "Product Avatar Image") Datadog ](https://www.g2.com/products/datadog/reviews)[ View all ](https://www.g2.com/products/incident-io/integrations) Screenshots **Jira Service Management** ![Jira Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/43204/Service-Portal-_1_-_1_.png) **incident.io** ![incident.io screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1457303/image.png) **Ratings** from reviews Meets Requirements **Jira Service Management** 8.8 8.8888 **incident.io** 9.1 9.1173 Ease of Use **Jira Service Management** 8.3 8.3895 **incident.io** 9.4 9.4179 Ease of Setup **Jira Service Management** 8.1 8.1501 **incident.io** 9.1 9.1123 Ease of Admin **Jira Service Management** 8.0 8.0373 **incident.io** 9.0 9.0100 Quality of Support **Jira Service Management** 8.4 8.4769 **incident.io** 9.8 9.8165 Has the product been a good partner in doing business? **Jira Service Management** 8.7 8.7350 **incident.io** 9.6 9.699 Product Direction (% positive) **Jira Service Management** 8.7 8.7848 **incident.io** 9.9 9.9159 **Features** ratings from reviews IT Alerting 8.6 26 8.1 8 Incident Management 8.7 167 9.1 144 IT Service Management (ITSM) Tools 8.7 206 Not enough data AI SRE Tools Not enough data 8.1 15 Help Desk 8.7 119 Not enough data Service Desk 8.5 376 Not enough data User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 19.0% Mid-Market(51-1000 emp.) 43.2% Enterprise(\> 1000 emp.) 37.8% Small-Business(50 or fewer emp.) 19.0% Mid-Market(51-1000 emp.) 43.2% Enterprise(\> 1000 emp.) 37.8% Small-Business(50 or fewer emp.) 12.1% Mid-Market(51-1000 emp.) 65.1% Enterprise(\> 1000 emp.) 22.8% Small-Business(50 or fewer emp.) 12.1% Mid-Market(51-1000 emp.) 65.1% Enterprise(\> 1000 emp.) 22.8% **Reviewers' Industry** [![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management Information Technology and Services 30.8% Computer Software 16.2% Financial Services 5.1% Internet 4.3% Telecommunications 3.1% Other 40.5% [![incident.io](https://images.g2crowd.com/uploads/product/hd_favicon/d53f02e23521ae1a3827b3b671dfcc7c/incident-io.svg "incident.io")](https://www.g2.com/products/incident-io/reviews) incident.io Computer Software 24.6% Financial Services 24.2% Information Technology and Services 17.1% Marketing and Advertising 7.1% Retail 2.4% Other 24.6% Alternatives **Jira Service Management Alternatives** ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") [ ManageEngine ](/products/manageengine-servicedesk-plus/reviews) ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) **incident.io Alternatives** ![PagerDuty](https://images.g2crowd.com/uploads/product/hd_favicon/d1d426a36640ab716bab27171994b964/pagerduty.svg "PagerDuty") [ PagerDuty ](/products/pagerduty/reviews) ![Rootly](https://images.g2crowd.com/uploads/product/hd_favicon/5369e7580da481bab529b0afc329e644/rootly.svg "Rootly") [ Rootly ](/products/rootly/reviews) ![FireHydrant](https://images.g2crowd.com/uploads/product/hd_favicon/e484c59893c3e80a009278ec43322db9/firehydrant-firehydrant.svg "FireHydrant") [ FireHydrant ](/products/firehydrant-firehydrant/reviews) ![Opsgenie](https://images.g2crowd.com/uploads/product/hd_favicon/1541181470/opsgenie.svg "Opsgenie") [ Opsgenie ](/products/opsgenie/reviews) ## Jira Service Management vs incident.io FAQs Generated using AI Last updated: August 16, 2026 ### What is the difference between Jira Service Management vs incident.io? incident.io stands out for its higher reviewer satisfaction scores across all key dimensions compared to Jira Service Management. | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | [incident.io](https://www.g2.com/products/incident-io/reviews) | | --- | --- | | 4.3/5 (991 reviews) | 4.8/5 (231 reviews) | | Mid-Market | Mid-Market | | 8.0 | 9.1 | | 8.4 | 9.8 | | Ease of Use (46 all-time mentions) | Customer Support (41 all-time mentions) | ### How do the pricing models of Jira Service Management and incident.io compare? incident.io is rated as the stronger value, with higher reviewer satisfaction on price and cost-related dimensions. - **Jira Service Management:** Reviewers frequently mention concerns about escalating costs and licensing complexity, especially as user counts and premium features increase. - **incident.io:** Reviewers describe the pricing as fair and highlight strong ROI, with sales teams noted for flexibility in reaching target price points. ### What are the best alternatives to Jira Service Management and incident.io? The top three alternatives to Jira Service Management and incident.io are PagerDuty, Freshservice, and ManageEngine. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | Escalating costs and licensing complexity noted in reviews | Ease of Use (46 all-time mentions) | | [incident.io](https://www.g2.com/products/incident-io/reviews) | 4.8/5 (231 reviews) | Mid-Market | Reviewers highlight fair pricing and strong ROI | Customer Support (41 all-time mentions) | | [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5 (972 reviews) | Mid-Market | — | Incident response automation and reliability | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1352 reviews) | Mid-Market | — | User-friendly interface and ITSM features | | [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | — | Comprehensive service desk capabilities | ### Which Service Desk features should I prioritize when comparing Jira Service Management and incident.io? Buyers should prioritize Workflow, Ease of Use, Integrations, Automation, and Customer Support when comparing Jira Service Management and incident.io. - **Workflow:** Jira Service Management has 31 all-time mentions for automation and workflow, while incident.io is frequently praised for streamlining incident workflows and post-incident processes. - **Ease of Use:** Jira Service Management: 46 all-time mentions; incident.io: 9.4 Ease of Use score, with reviewers consistently citing its intuitive interface. - **Integrations:** Jira Service Management: 32 all-time mentions; incident.io: 131 all-time mentions for Slack integration and frequent praise for Jira and Notion integrations. - **Automation:** Jira Service Management: 31 all-time mentions; incident.io: Reviewers highlight automation of incident lifecycle and follow-up processes. - **Customer Support:** Jira Service Management: 25 all-time mentions; incident.io: 41 all-time mentions, with a 9.8 Quality of Support score. ### What are the pros and cons of Jira Service Management vs incident.io? incident.io's headline strength is customer support, while Jira Service Management is most frequently praised for ease of use and workflow automation. - **Jira Service Management strengths:** Ease of Use (46 all-time mentions), Integrations (32), Automation (31), Ticket Management (31), Tracking Ease (29), Features (28), Efficiency (26), Customer Support (25), Team Collaboration (22), Customization (18). - **Jira Service Management trade-offs:** Learning Curve (33 all-time mentions), Complexity (28), Steep Learning Curve (27), Complex Setup (22), Complex UI (16), escalating costs and licensing complexity noted in reviews. - **incident.io strengths:** Customer Support (41 all-time mentions), Features (20), Efficiency (10), Implementation Ease (6), intuitive interface, strong Slack integration, automation of incident lifecycle, and post-incident process. - **incident.io trade-offs:** Reviewers note initial setup can feel overwhelming due to configurability, and some desire more advanced workflow automation and reporting features. ### Is Jira Service Management or incident.io better for small businesses? incident.io is the better fit for small businesses, with reviewers highlighting its intuitive setup and strong onboarding support. - **Jira Service Management:** Largest segment is Mid-Market; reviewers note a steep learning curve and complex setup, which can be challenging for smaller teams. - **incident.io:** Largest segment is Mid-Market; reviewers consistently praise its ease of use, intuitive onboarding, and responsive support, making it accessible for small teams. ### Which Service Desk platform has better integrations? incident.io is favored for integrations, especially with Slack and modern collaboration tools. - **Jira Service Management:** Integrates with Jira (501 all-time mentions), Confluence (67), and Slack (21); reviewers highlight integration with the Atlassian ecosystem. - **incident.io:** Slack integration is cited in 131 reviews, with additional mentions for Jira and Notion; reviewers consistently praise its deep Slack integration and ease of connecting with other tools. ### How do Jira Service Management and incident.io compare on customer support? incident.io leads on Quality of Support, with a 1.4-point advantage over Jira Service Management (9.8 vs 8.4). - **Jira Service Management:** Reviewers mention helpful support but note room for improvement in responsiveness and training, especially for complex configurations. - **incident.io:** Reviewers consistently praise the support team for responsiveness, proactive outreach, and hands-on onboarding, with many citing outstanding customer service experiences. ### Which is easier to implement, Jira Service Management or incident.io? incident.io is rated higher for Ease of Setup, with a 1.1-point advantage over Jira Service Management (9.1 vs 8.0). - **Jira Service Management:** Reviewers frequently mention a complex and time-consuming setup process, especially for advanced configurations and custom workflows. - **incident.io:** Reviewers highlight intuitive onboarding, straightforward setup, and strong support during implementation, with many noting that initial setup was easier than expected. ### Which product has better Workflow? Workflow is the most frequently mentioned feature across both products, with incident.io receiving higher satisfaction scores and more consistent praise for workflow automation and incident lifecycle management. - **Jira Service Management:** 31 all-time mentions for automation and workflow; reviewers note strong workflow customization but also cite complexity and a steep learning curve. - **incident.io:** Reviewers consistently highlight streamlined incident workflows, automated lifecycle management, and intuitive post-incident processes, with a 9.4 Ease of Use score supporting workflow satisfaction.