# Jira Service Management vs monday service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, reflected in its higher G2 Scores across various categories, including Help Desk and IT Service Management. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively.
- **Users say** that monday service offers a more user-friendly experience, with a higher ease of use rating. Reviewers highlight its **centralized service request portal** that simplifies communication and reduces the chaos of email chains, making it a great choice for teams looking for straightforward solutions.
- **According to verified reviews** , Jira Service Management shines in its ability to integrate with the Atlassian ecosystem, which enhances its functionality for teams already using other Atlassian products. Users have noted that this integration supports **real-time tracking** of project statuses and issues.
- **Reviewers mention** that while monday service is praised for its ease of setup and user-friendly interface, it may lack some advanced features that larger teams or more complex projects require. Users have expressed a desire for more robust **ticket management capabilities** similar to those found in Jira Service Management.
- **Users highlight** that both platforms provide solid support quality, but Jira Service Management has a slight edge in terms of its **customizable service desks** and comprehensive reporting features, which are crucial for teams needing detailed insights into their service operations.
- **G2 reviewers note** that while monday service has a strong focus on user experience, Jira Service Management's higher overall ratings suggest it may be better suited for organizations with more complex IT service management needs, particularly due to its advanced **automation and SLA management** features.



| | Jira Service Management | monday service | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 988 | 142 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Mid-Market (49.2% of reviews) | 
| **Entry Level Price** | 0/agent/month   | $38.00 1 Seat / Month | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

### monday service

Pros:
- Ease of Use (31 reviews)
- Efficiency (13 reviews)

Cons:
- Limited Features (9 reviews)
- Limited Functionality (7 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | monday service | 
|---|---|---|
  | **Meets Requirements** | 8.8 (875 reviews) | 8.4 (87 reviews) | 
  | **Ease of Use** | 8.3 (882 reviews) | 8.9 (109 reviews) | 
  | **Ease of Setup** | 8.0 (488 reviews) | 8.7 (105 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 9.0 (23 reviews) | 
  | **Quality of Support** | 8.4 (758 reviews) | 8.2 (81 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.7 (23 reviews) | 
  | **Product Direction (% positive)** | 8.7 (840 reviews) | 9.3 (82 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

### monday service

#### Entry-Level Pricing

Plan: Pro

Price: $38.00 1 Seat / Month

Description: Gain insights into your entire service operations


Key Features:
- Dynamic auto-responses for any channel
- AI actions (1,000 actions per month)
- Customize email server (monday-inbox) prefix

[Browse all 3 editions](https://www.g2.com/products/monday-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **monday service** | 8.8/10 | 18 |

#### Ticket and Case Management

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | 9.6 (9 reviews) | 
| **Ticket response user experience** | 9.1 (81 reviews) | 8.6 (7 reviews) | 
| **Workflow** | 8.9 (87 reviews) | 9.6 (9 reviews) | 
| **Response Automation** | 8.9 (81 reviews) | 8.8 (7 reviews) | 
| **SLA Management** | 8.8 (85 reviews) | 8.1 (6 reviews) | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | 8.8 (7 reviews) | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 9.3 (7 reviews) | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | 8.7 (5 reviews) | 

#### Generative AI

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | 8.7 (5 reviews) | 
| **AI Text Summarization** | 7.9 (54 reviews) | 8.7 (5 reviews) | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | 8.7 (5 reviews) | 
| **Natural Language Interaction** | 8.5 (40 reviews) | 8.7 (5 reviews) | 
| **Proactive Assistance** | 8.3 (40 reviews) | 8.7 (5 reviews) | 

#### Communication Channels

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | 9.3 (7 reviews) | 
| **Email to Case** | 8.9 (80 reviews) | 8.7 (5 reviews) | 
| **Chat/Live Support** | 8.3 (75 reviews) | Feature Not Available | 
| **Social Integration** | 8.1 (71 reviews) | Feature Not Available | 
| **Voice** | 7.9 (68 reviews) | Feature Not Available | 

#### Platform

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | 7.5 (10 reviews) | 
| **Customization ** | 8.4 (87 reviews) | 8.8 (8 reviews) | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | 7.8 (9 reviews) | 
| **Integration** | 8.8 (87 reviews) | 8.5 (8 reviews) | 
| **Reporting** | 8.7 (86 reviews) | 8.3 (10 reviews) | 
| **Dashboards** | 8.6 (84 reviews) | 8.8 (11 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **monday service** | 8.9/10 | 11 |

#### Administration

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | 8.9 (6 reviews) | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | 9.0 (5 reviews) | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | 9.0 (7 reviews) | 

#### Service Desk

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | 8.3 (5 reviews) | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | 8.3 (5 reviews) | 
| **Process Workflow** | 8.8 (181 reviews) ✓ Verified | 9.0 (5 reviews) | 

#### Management

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | 9.0 (7 reviews) | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 9.0 (5 reviews) | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | 8.1 (6 reviews) | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | 9.3 (5 reviews) | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | 9.0 (5 reviews) | 

#### Functionality

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | 9.2 (6 reviews) | 
| **Performance Logging** | 8.8 (151 reviews) | 9.2 (6 reviews) | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | Feature Not Available | 
| **Automation** | 8.9 (155 reviews) ✓ Verified | 9.2 (6 reviews) | 

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

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (80 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (79 reviews) | 9.3 (7 reviews) | 
| **Cross-system Integration** | 8.4 (82 reviews) | 9.0 (5 reviews) | 
| **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) | 9.0 (5 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 166 |
| **monday service** | N/A | N/A |

#### Monitoring

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **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 (70 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | Not enough data | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **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 | monday service | 
|---|---|---|
| **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 |
| **monday service** | N/A | N/A |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **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** | 8.5/10 | 370 |
| **monday service** | 8.1/10 | 90 |

#### Incident Management

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (314 reviews) | 9.0 (33 reviews) | 
| **Ticket Prioritization** | 8.8 (316 reviews) | 9.0 (25 reviews) | 
| **Ticket Notifications** | 8.8 (329 reviews) | 8.4 (27 reviews) | 
| **Knowledge Base** | 8.5 (282 reviews) | 7.8 (20 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (276 reviews) | 7.8 (20 reviews) | 

#### Reporting

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Dashboards** | 8.5 (318 reviews) | 8.6 (46 reviews) | 
| **Time Tracking** | 8.4 (302 reviews) | 8.2 (26 reviews) | 
| **Surveys** | 8.2 (231 reviews) | 8.7 (20 reviews) | 

#### Access & Usability

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 7.1 (27 reviews) | 
| **Self Service** | 8.6 (284 reviews) | 9.1 (31 reviews) | 
| **Active Directory** | 8.5 (236 reviews) | 8.8 (20 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | 8.6 (28 reviews) | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | monday service | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (74 reviews) | 7.8 (26 reviews) | 
| **Multi-step Planning** | 8.2 (73 reviews) | 7.6 (21 reviews) | 
| **Cross-system Integration** | 8.4 (78 reviews) | 8.0 (33 reviews) | 
| **Adaptive Learning** | 8.5 (73 reviews) | 7.8 (20 reviews) | 
| **Natural Language Interaction** | 8.3 (72 reviews) | 7.1 (21 reviews) | 
| **Proactive Assistance** | 8.5 (74 reviews) | 7.3 (21 reviews) | 
| **Decision Making** | 8.6 (73 reviews) | 7.2 (19 reviews) | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Jira Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting)



---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | monday service | 
|---|---|---|
| **Small-Business** | 19.0% | 39.3% | 
| **Mid-Market** | 42.9% | 49.2% | 
| **Enterprise** | 38.0% | 11.5% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

#### monday service

- **Marketing and Advertising:** 22.9%
- **Information Technology and Services:** 11.9%
- **Financial Services:** 6.4%
- **Manufacturing:** 5.5%
- **Hospitality:** 3.7%
- **Real Estate:** 2.8%
- **Computer Software:** 2.8%
- **Commercial Real Estate:** 2.8%
- **Legal Services:** 1.8%
- **Construction:** 1.8%
- **Other:** 37.6%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1904 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 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 (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4588 reviews)

### Alternatives to monday service

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1904 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7778 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13154 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (615 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..."

### monday service

No discussions available for this product.

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