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Compare Jira Service Management and Kustomer 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Mid-Market (65.5% of reviews)
Entry-Level Pricing
0/agent/month
Starting at $89.00 1 User Per Month
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansKustomer
Star Rating
(503)4.5 out of 5
Market Segments
Mid-Market (65.5% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience, scoring 9.0, while Kustomer follows closely with a score of 9.2. Reviewers mention that Jira's intuitive interface allows for quick ticket submissions, making it a favorite for teams needing efficiency.
- Reviewers mention that Kustomer shines in customer and contacts database management, scoring 9.1 compared to Jira's 8.5. Users on G2 highlight Kustomer's robust CRM capabilities, which allow for better tracking and management of customer interactions.
- Users say that Kustomer offers superior quality of support, with a score of 8.9 versus Jira's 8.4. Reviewers appreciate Kustomer's responsive customer service and extensive knowledge base, which they find helpful for resolving issues quickly.
- G2 users report that both products have similar integration capabilities, scoring 8.9 each. However, reviewers mention that Jira Service Management has a slight edge due to its extensive marketplace of plugins, allowing for greater customization and functionality.
- Users report that Kustomer outperforms Jira in chat/live support, scoring 9.0 compared to Jira's 8.3. Reviewers highlight Kustomer's seamless live chat feature, which enhances real-time customer engagement and support.
- Reviewers mention that while both products offer good customization options, Kustomer scores slightly higher at 8.7 compared to Jira's 8.5. Users appreciate Kustomer's flexibility in tailoring the platform to meet specific business needs, making it a preferred choice for companies with unique requirements.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Jira Service Management
Free Trial is available
Kustomer
No trial information availableRatings
Meets Requirements
8.7
844
8.9
378
Ease of Use
8.2
851
8.8
393
Ease of Setup
8.0
459
8.6
203
Ease of Admin
8.0
363
8.1
151
Quality of Support
8.4
728
9.0
360
Has the product been a good partner in doing business?
8.7
340
8.8
147
Product Direction (% positive)
8.7
813
8.8
369
Features by Category
Ticket and Case Management
9.0
82
9.2
181
|
Verified
9.0
80
9.1
185
|
Verified
8.9
81
8.9
188
|
Verified
8.9
79
8.9
181
|
Verified
8.8
78
8.9
160
|
Verified
8.8
80
8.9
179
|
Verified
9.2
79
9.2
180
|
Verified
8.5
77
9.2
179
|
Verified
Generative AI
7.9
54
7.8
48
7.9
53
8.4
48
Agentic AI - Help Desk
8.3
41
7.8
42
8.5
40
7.9
42
8.3
40
8.1
42
Communication Channels
8.9
80
8.9
163
|
Verified
8.9
80
9.3
184
|
Verified
8.3
73
9.1
160
|
Verified
8.1
71
8.5
160
|
Verified
7.9
68
8.7
148
Platform
8.1
83
8.0
82
8.4
85
8.7
168
|
Verified
8.8
86
9.2
123
|
Verified
8.8
83
8.9
119
|
Verified
8.7
83
8.4
155
|
Verified
8.7
80
8.5
155
|
Verified
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
Management
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
152
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
80
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
9.0
183
Not enough data
9.1
178
Not enough data
9.0
164
Not enough data
8.9
85
Support Automation
Not enough data
9.0
161
Not enough data
9.0
176
Not enough data
9.2
153
Not enough data
8.6
88
Generative AI
Not enough data
8.2
53
Not enough data
8.3
53
Generative AI
Not enough data
7.3
43
Not enough data
7.5
43
Not enough data
6.9
42
Communication
Not enough data
8.9
156
|
Verified
Not enough data
8.9
174
|
Verified
Not enough data
9.0
144
|
Verified
Not enough data
8.8
134
|
Verified
Not enough data
8.1
84
Internal Use
8.4
85
8.7
168
|
Verified
Not enough data
9.1
153
|
Verified
Not enough data
8.2
90
Not enough data
8.8
152
|
Verified
Not enough data
9.0
157
|
Verified
Not enough data
9.0
174
|
Verified
Generative AI
Not enough data
8.4
34
Self-Service Experience
Not enough data
8.9
90
Not enough data
8.7
87
Not enough data
8.6
68
Not enough data
8.3
51
Not enough data
8.7
55
Self-Service Platform
Not enough data
9.0
59
Not enough data
8.9
59
Not enough data
8.5
53
Not enough data
9.0
57
Agentic AI - Customer Self-Service
Not enough data
7.9
21
Not enough data
8.4
21
Not enough data
8.5
21
Not enough data
8.3
21
Not enough data
8.4
21
Not enough data
8.5
21
Not enough data
8.4
20
Generative AI
Not enough data
8.2(won by default)
23
Not enough data
8.3(won by default)
23
Process
Not enough data
8.8(won by default)
40
Not enough data
9.2(won by default)
44
Not enough data
9.4(won by default)
45
Channels
Not enough data
9.6(won by default)
45
Not enough data
9.0(won by default)
42
Not enough data
9.2(won by default)
42
Not enough data
9.1(won by default)
41
Not enough data
9.3(won by default)
41
Insight
Not enough data
9.1(won by default)
42
Not enough data
8.7(won by default)
45
Not enough data
8.4(won by default)
40
Not enough data
8.7(won by default)
43
Generative AI
Not enough data
8.0
35
Not enough data
8.3
35
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.5
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
7.8
6
Not enough data
7.5
6
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.1
6
Automation
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.6
6
Autonomy
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
7.8
6
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and Kustomer are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Consumer Services
12.8%
Retail
11.8%
Health, Wellness and Fitness
6.2%
Apparel & Fashion
5.8%
Food & Beverages
5.6%
Other
57.8%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
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...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 Comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
How can we get a ticket ID ?
1 Comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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