Compare Jira Service Management and Kustomer 
At a Glance
Market Segments
Mid-Market (43.2% of reviews)
Mid-Market (66.0% of reviews)
Entry-Level Pricing
0/agent/month
Contact Us
Jira Service Management
Star Rating
(975)4.3 out of 5
Market Segments
Mid-Market (43.2% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansKustomer
Star Rating
(554)4.4 out of 5
Market Segments
Mid-Market (66.0% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Free Trial is available
Learn more about KustomerSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in its integration capabilities, particularly with the Atlassian suite, making it a favorite for teams that rely on multiple tools. Users appreciate how this integration simplifies tracking the development lifecycle and managing tasks effectively.
- Users say Kustomer stands out for its user-friendly interface, which allows for easy access to centralized customer information. This feature is particularly beneficial for teams that need to quickly find data, as highlighted by users who find it easy to navigate and implement in their daily operations.
- Reviewers mention that while Jira Service Management has a slightly lower overall satisfaction score, it still offers robust features for ticket creation and response, with users noting a seamless experience in managing support tickets across various teams.
- According to verified reviews, Kustomer shines in customer support quality, receiving high praise for its professional assistance. Users have noted that the support team is responsive and helpful, which enhances the overall user experience.
- G2 reviewers highlight that Jira Service Management is particularly strong in its ease of use for both IT and non-IT teams, making it versatile for different departments within an organization. This flexibility is a significant advantage for teams looking to streamline their customer support processes.
- Users report that Kustomer's implementation process is straightforward, with many finding it easy to integrate with other applications like Shopify. This ease of setup is a crucial factor for businesses looking to minimize downtime during transitions to new software.
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.
Free Trial
Jira Service Management
Free Trial is available
Kustomer
Free Trial is available
Ratings
Meets Requirements
8.7
864
8.9
408
Ease of Use
8.2
871
8.8
423
Ease of Setup
8.0
477
8.7
233
Ease of Admin
8.0
366
8.2
154
Quality of Support
8.4
747
9.0
389
Has the product been a good partner in doing business?
8.7
343
8.8
150
Product Direction (% positive)
8.7
829
8.8
394
Features by Category
Ticket and Case Management
9.0
85
9.2
185
|
Verified
9.1
81
9.1
193
|
Verified
8.9
85
8.9
196
|
Verified
8.9
80
8.9
188
|
Verified
8.8
82
8.9
165
|
Verified
8.8
82
8.9
182
|
Verified
9.2
81
9.2
183
|
Verified
8.5
77
9.2
186
|
Verified
Generative AI
7.9
54
7.9
52
7.9
53
8.4
51
Agentic AI - Help Desk
8.3
41
7.8
43
8.5
40
7.9
43
8.3
40
8.1
43
Communication Channels
8.9
81
8.9
166
|
Verified
8.9
80
9.2
195
|
Verified
8.3
73
9.1
167
|
Verified
8.1
71
8.4
165
|
Verified
7.9
68
8.7
154
Platform
8.1
84
8.0
83
8.4
86
8.8
173
|
Verified
8.9
89
9.2
124
|
Verified
8.8
84
9.0
128
|
Verified
8.7
84
8.4
163
|
Verified
8.7
81
8.5
158
|
Verified
Administration
8.9
166
|
Verified
Not enough data
8.5
160
|
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
179
|
Verified
Not enough data
Management
9.0
154
|
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
150
Not enough data
8.7
154
|
Verified
Not enough data
8.9
154
|
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
81
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
147
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
150
|
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
187
Not enough data
9.1
180
Not enough data
9.1
166
Not enough data
8.9
87
Support Automation
Not enough data
9.0
162
Not enough data
9.0
177
Not enough data
9.3
157
Not enough data
8.6
89
Generative AI
Not enough data
8.3
54
Not enough data
8.4
54
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
175
|
Verified
Not enough data
9.0
145
|
Verified
Not enough data
8.8
134
|
Verified
Not enough data
8.1
84
Internal Use
8.4
86
8.8
173
|
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
8.3
33
Self-Service Experience
Not enough data
8.8
90
Not enough data
8.7
86
Not enough data
8.6
67
Not enough data
8.3
50
Not enough data
8.6
54
Self-Service Platform
Not enough data
9.0
58
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
7.8
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
20
Not enough data
8.3
20
Not enough data
8.4
20
Not enough data
8.3
19
Generative AI
Not enough data
8.3(won by default)
24
Not enough data
8.3(won by default)
24
Process
Not enough data
8.8(won by default)
40
Not enough data
9.2(won by default)
45
Not enough data
9.5(won by default)
47
Channels
Not enough data
9.6(won by default)
46
Not enough data
9.1(won by default)
43
Not enough data
9.3(won by default)
43
Not enough data
9.1(won by default)
42
Not enough data
9.3(won by default)
42
Insight
Not enough data
9.1(won by default)
43
Not enough data
8.7(won by default)
46
Not enough data
8.4(won by default)
40
Not enough data
8.7(won by default)
43
Generative AI
Not enough data
8.1
36
Not enough data
8.3
36
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
Incident Management
8.7
308
Not enough data
8.8
314
Not enough data
8.8
327
Not enough data
8.5
280
Not enough data
8.5
275
Not enough data
Reporting
8.5
311
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
226
Not enough data
8.6
281
Not enough data
8.5
235
Not enough data
8.4
232
Not enough data
Agentic AI - Service Desk
8.2
73
Not enough data
8.2
73
Not enough data
8.4
75
Not enough data
8.5
73
Not enough data
8.3
72
Not enough data
8.4
73
Not enough data
8.6
73
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.1
8
Not enough data
8.1
8
Not enough data
7.7
8
Not enough data
8.3
8
Not enough data
7.9
7
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
8
Not enough data
8.7
9
Automation
Not enough data
8.8
8
Not enough data
8.5
8
Not enough data
8.8
7
Autonomy
Not enough data
8.8
7
Not enough data
9.2
8
Not enough data
8.6
7
Not enough data
8.3
8
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
Kustomer is categorized as AI Customer Support Agents, AI Agents For Business Operations, Digital Customer Service Platforms, Customer Self-Service, Conversational Support, Live Chat, and Social Customer Service
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
30.9%
Computer Software
16.3%
Financial Services
4.9%
Internet
4.4%
Telecommunications
3.2%
Other
40.3%
Consumer Services
13.7%
Retail
11.3%
Health, Wellness and Fitness
5.8%
Apparel & Fashion
5.8%
Food & Beverages
5.4%
Other
57.9%
Alternatives
Discussions
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead more
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
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
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 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
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