# Jira Service Management vs iSupport Software Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, reflected in its significantly higher G2 Score compared to iSupport Software. Users appreciate its ability to seamlessly integrate with the Atlassian suite, enhancing collaboration across teams.
- **Users say** that iSupport Software offers a user-friendly interface, making it easy to navigate and manage tickets. Reviewers highlight its effective tracking capabilities, allowing them to stay updated on ticket statuses and resolutions, which is particularly beneficial for teams handling multiple issues.
- **According to verified reviews** , Jira Service Management is praised for its ease of use, not just for IT teams but also for non-IT users. This versatility helps organizations provide better customer support, as teams can easily manage tasks and bugs throughout the development lifecycle.
- **Reviewers mention** that while iSupport Software has a strong focus on ticket management and incident tracking, it may not be as robust in meeting diverse workflow needs compared to Jira Service Management, which offers a broader range of features and integrations.
- **G2 reviewers highlight** that both products have their strengths in support quality, but iSupport Software edges out slightly with higher ratings. Users appreciate the responsive support team, which helps resolve issues efficiently, enhancing the overall user experience.
- **Users note** that while iSupport Software has a solid setup process, Jira Service Management's implementation is also straightforward, making it accessible for teams looking to get started quickly. However, the larger user base of Jira Service Management suggests a more established presence in the market, which can be reassuring for potential buyers.



| | Jira Service Management | iSupport Software | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 976 | 22 | 
| **Largest Market Segment** | Mid-Market (43.2% of reviews) | Mid-Market (61.1% of reviews) | 
| **Entry Level Price** | 0/agent/month   | No pricing available | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

### iSupport Software

**Not enough data**

---
## Ratings Comparison
| Rating | Jira Service Management | iSupport Software | 
|---|---|---|
  | **Meets Requirements** | 8.7 (864 reviews) | 8.9 (16 reviews) | 
  | **Ease of Use** | 8.2 (871 reviews) | 8.6 (16 reviews) | 
  | **Ease of Setup** | 8.0 (477 reviews) | 7.9 (7 reviews) | 
  | **Ease of Admin** | 8.0 (366 reviews) | 7.6 (7 reviews) | 
  | **Quality of Support** | 8.4 (747 reviews) | 8.8 (16 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (343 reviews) | 9.0 (7 reviews) | 
  | **Product Direction (% positive)** | 8.7 (829 reviews) | 10.0 (16 reviews) | 

---
## Pricing

### 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

### iSupport Software

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 103 |
| **iSupport Software** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (85 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 8.9 (85 reviews) | Not enough data | 
| **Response Automation** | 8.9 (80 reviews) | Not enough data | 
| **SLA Management** | 8.8 (82 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (82 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.2 (81 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.5 (77 reviews) | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **AI Text Generation** | 7.9 (54 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (53 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (40 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (40 reviews) | Not enough data | 

#### Communication Channels

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (73 reviews) | Not enough data | 
| **Social Integration** | 8.1 (71 reviews) | Not enough data | 
| **Voice** | 7.9 (68 reviews) | Not enough data | 

#### Platform

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Mobile User Support** | 8.1 (84 reviews) | Not enough data | 
| **Customization ** | 8.4 (86 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (89 reviews) | Not enough data | 
| **Integration** | 8.8 (84 reviews) | Not enough data | 
| **Reporting** | 8.7 (84 reviews) | Not enough data | 
| **Dashboards** | 8.7 (81 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 203 |
| **iSupport Software** | N/A | N/A |

#### Administration

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (160 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.9 (171 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Help Desk** | 8.9 (177 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 8.8 (177 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (179 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Reporting** | 9.0 (154 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (148 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.6 (144 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Ticketing System** | 9.2 (159 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.8 (150 reviews) | Not enough data | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.9 (154 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (80 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (79 reviews) | Not enough data | 
| **Cross-system Integration** | 8.3 (81 reviews) | Not enough data | 
| **Adaptive Learning** | 8.3 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (80 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (80 reviews) | Not enough data | 
| **Decision Making** | 8.3 (81 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 164 |
| **iSupport Software** | N/A | N/A |

#### Monitoring

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 8.5 (69 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | Not enough data | 
| **Lifecycle Visualization** | 9.0 (135 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (74 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | Not enough data | 
| **Multi-step Planning** | 8.4 (60 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (59 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (60 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (60 reviews) | Not enough data | 
| **Proactive Assistance** | 8.6 (60 reviews) | Not enough data | 
| **Decision Making** | 8.5 (60 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **iSupport Software** | N/A | N/A |

#### Generative AI

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **AI Text Generation** | 8.3 (25 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (24 reviews) | Not enough data | 
| **Multi-step Planning** | 8.7 (24 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (24 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (24 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (24 reviews) | Not enough data | 
| **Proactive Assistance** | 8.7 (24 reviews) | Not enough data | 
| **Decision Making** | 8.7 (24 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.4/10 | 360 |
| **iSupport Software** | N/A | N/A |

#### Incident Management

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (308 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.8 (314 reviews) | Not enough data | 
| **Ticket Notifications** | 8.8 (327 reviews) | Not enough data | 
| **Knowledge Base** | 8.5 (280 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | Not enough data | 

#### Reporting

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Dashboards** | 8.5 (311 reviews) | Not enough data | 
| **Time Tracking** | 8.4 (301 reviews) | Not enough data | 
| **Surveys** | 8.2 (231 reviews) | Not enough data | 

#### Access & Usability

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | Not enough data | 
| **Self Service** | 8.6 (281 reviews) | Not enough data | 
| **Active Directory** | 8.5 (235 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.4 (232 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (73 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (75 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (73 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (72 reviews) | Not enough data | 
| **Proactive Assistance** | 8.4 (73 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Jira Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)



---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | iSupport Software | 
|---|---|---|
| **Small-Business** | 19.0% | 0% | 
| **Mid-Market** | 43.2% | 61.1% | 
| **Enterprise** | 37.8% | 38.9% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.9%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

#### iSupport Software

- **Information Technology and Services:** 23.8%
- **Education Management:** 9.5%
- **Computer Software:** 9.5%
- **Banking:** 9.5%
- **Transportation/Trucking/Railroad:** 4.8%
- **Primary/Secondary Education:** 4.8%
- **Medical Practice:** 4.8%
- **Marketing and Advertising:** 4.8%
- **Internet:** 4.8%
- **Human Resources:** 4.8%
- **Other:** 19.0%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1334 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1126 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (937 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 (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4300 reviews)

### Alternatives to iSupport Software

- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1334 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (577 reviews)
- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (464 reviews)

---
## Top Discussions

### 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..."

### iSupport Software

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/jira-service-management-vs-isupport-software)