# Jira Service Management vs OpenText Service Management Automation X (SMAX) Comparison - What are their main differences? 

At a Glance

Star Rating

**Jira Service Management** [

4.3/5(991)

](https://www.g2.com/products/jira-service-management/reviews#reviews)

**OpenText Service Management Automation X (SMAX)**[

4.2/5(72)

](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews#reviews)

Market Segments

**Jira Service Management**
Mid-Market (43.1% of reviews)

**OpenText Service Management Automation X (SMAX)**
Enterprise (57.1% of reviews)

Pros & Cons

**Jira Service Management**
[
Ease of Use (46)
](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163903&qs=pros-and-cons#reviews)[
Integrations (32)
](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1162990&qs=pros-and-cons#reviews)[
Learning Curve (33)
](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1165698&qs=pros-and-cons#reviews)[
Complexity (28)
](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163036&qs=pros-and-cons#reviews)

**OpenText Service Management Automation X (SMAX)**
[
Ease of Use (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266125&qs=pros-and-cons#reviews)[
Helpful (2)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266107&qs=pros-and-cons#reviews)[
Integration Issues (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266137&qs=pros-and-cons#reviews)[
Limited Customization (1)
](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?filters%5Bsentiment_snippet%5D=2266183&qs=pros-and-cons#reviews)

Entry-Level Pricing

**Jira Service Management**
 **0** /agent/month 

**OpenText Service Management Automation X (SMAX)**
No pricing available

Summary

AI Generated Summary

AI-generated. Powered by real user reviews.

- **G2 reviewers report** that Jira Service Management excels in user satisfaction, boasting a significantly higher overall score compared to OpenText Service Management Automation X (SMAX). Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively.
- **Users say** that OpenText Service Management Automation X (SMAX) is particularly beneficial for **ticketing via mail and SMS configuration** , making it a strong choice for organizations that prioritize these communication channels, although it may not match the overall versatility of Jira.
- **Reviewers mention** that Jira Service Management's integration with the Atlassian ecosystem enhances its functionality, allowing for seamless collaboration across various tools, which is a notable advantage for teams already using Atlassian products.
- **According to verified reviews** , OpenText Service Management Automation X (SMAX) is praised for its **ease of use** in application development and testing, helping users save time and improve accuracy, though it still trails behind Jira in overall usability ratings.
- **G2 reviewers highlight** that Jira Service Management offers better support and resources, with a higher quality of support score, which is crucial for teams needing reliable assistance during critical IT service management tasks.
- **Users report** that while OpenText Service Management Automation X (SMAX) has strengths in **change management** and **asset management** , it faces challenges in broader market appeal, as evidenced by its lower total number of reviews compared to Jira Service Management, indicating a smaller user base and potentially less community support.

Pricing

Entry-Level Pricing

**Jira Service Management**

Jira Service Management

Free

0

/agent/month 

For small teams starting with a service desk. Up to 3 agents for free. 

[Browse all 4 pricing plans](/products/jira-service-management/pricing)

**OpenText Service Management Automation X (SMAX)**

OpenText Service Management Automation X (SMAX)
No pricing available

Free Trial

**Jira Service Management**

Jira Service Management

Free Trial is available

**OpenText Service Management Automation X (SMAX)**

OpenText Service Management Automation X (SMAX)

Free Trial is available

Ratings

Meets Requirements

8.8

877

8.5

67

Ease of Use

8.3

884

7.9

67

Ease of Setup

8.0

490

7.3

40

Ease of Admin

8.0

368

7.6

40

Quality of Support

8.4

760

7.9

66

Has the product been a good partner in doing business?

8.7

345

8.3

40

Product Direction (% positive)

8.7

842

7.8

63

Features by Category

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.6

107

Not enough data

Ticket and Case Management

Ticket Creation User Experience

9.0(won by default)

86

Not enough data

Ticket Response User Experience

9.1(won by default)

81

Not enough data

Workflow

8.9(won by default)

87

Not enough data

Automated Response

8.9(won by default)

81

Not enough data

Service Level Agreement (SLA) Management

8.8(won by default)

85

Not enough data

Attachments/Screencasts

8.8(won by default)

84

Not enough data

Ticket Collaboration

9.2(won by default)

81

Not enough data

Customer/Contact Database

8.5(won by default)

78

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Generative AI

AI Text Generation

8.0(won by default)

55

Not enough data

AI Text Summarization

7.9(won by default)

54

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

8.3(won by default)

41

Not enough data

Natural Language Interaction

8.5(won by default)

40

Not enough data

Proactive Assistance

8.3(won by default)

40

Not enough data

Communication Channels

Customer Portal

8.9(won by default)

81

Not enough data

Email to Case

8.9(won by default)

80

Not enough data

Live Chat Support

8.3(won by default)

75

Not enough data

Social Media Integration

8.1(won by default)

71

Not enough data

Voice

7.9(won by default)

68

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Mobile User Support

8.1(won by default)

85

Not enough data

Customization 

8.4(won by default)

87

Not enough data

User, Role, and Access Management

8.9(won by default)

92

Not enough data

Third-Party Integrations

8.8(won by default)

87

Not enough data

Reporting

8.7(won by default)

86

Not enough data

Activity Dashboard

8.6(won by default)

84

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.7

207

8.5

9

Administration

Change Management

8.9

166

|

Verified

9.2(won by 0.3)

6

|

Verified

Asset Management

8.5(tied score)

161

|

Verified

8.5(tied score)

8

|

Verified

Reports & Analytics

8.9(won by 0.8)

174

|

Verified

8.1

7

|

Verified

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Service Request Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

8.9

179

|

Verified

9.3(won by 0.4)

7

|

Verified

Incident Reports

8.8(tied score)

179

|

Verified

8.8(tied score)

8

|

Verified

Process Workflow

8.8

182

|

Verified

9.0(won by 0.2)

7

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

9.0(won by 0.7)

155

|

Verified

8.3

8

|

Verified

Administration Console

8.9(won by 0.2)

147

|

Verified

8.7

5

|

Verified

Access Management

8.7(won by 0.8)

149

|

Verified

7.9

7

|

Verified

Asset Management

8.6(won by 0.7)

145

|

Verified

7.9

7

|

Verified

Policy Dictation

8.6(won by default)

139

|

Verified

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.2(won by 0.4)

163

|

Verified

8.8

8

|

Verified

Performance Logging

8.8(won by default)

151

Not enough data

Alerting

8.7(won by 0.4)

155

|

Verified

8.3

7

|

Verified

Automation

8.9(won by 0.8)

156

|

Verified

8.1

7

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

8.3(won by default)

80

Not enough data

Multi-step Planning

8.5(won by default)

80

Not enough data

Cross-system Integration

8.4(won by default)

82

Not enough data

Adaptive Learning

8.3(won by default)

79

Not enough data

Natural Language Interaction

8.3(won by default)

80

Not enough data

Proactive Assistance

8.1(won by default)

80

Not enough data

Decision Making

8.3(won by default)

81

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

8.7

167

Not enough data

Monitoring

Constant Monitoring

8.9(won by default)

145

|

Verified

Not enough data

Timely Alerts

9.0(won by default)

150

|

Verified

Not enough data

TIcket Accuracy

9.1(won by default)

147

|

Verified

Not enough data

AI Monitoring

8.5(won by default)

70

Not enough data

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Management Tools

Ticket Assignment

9.1(won by default)

150

|

Verified

Not enough data

Standardization

9.0(won by default)

148

|

Verified

Not enough data

Lifecycle Visualization

9.0(won by default)

136

|

Verified

Not enough data

Generative AI

AI Text Generation

8.0(won by default)

76

Not enough data

AI Text Summarization

8.3(won by default)

74

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

8.3(won by default)

60

Not enough data

Multi-step Planning

8.4(won by default)

60

Not enough data

Cross-system Integration

8.5(won by default)

59

Not enough data

Adaptive Learning

8.6(won by default)

60

Not enough data

Natural Language Interaction

8.6(won by default)

60

Not enough data

Proactive Assistance

8.6(won by default)

60

Not enough data

Decision Making

8.5(won by default)

60

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

IT Alerting[Hide 8 FeaturesShow 8 Features](javascript:void(0);)

8.6

26

Not enough data

Generative AI

AI Text Generation

8.3(won by default)

25

Not enough data

Agentic AI - IT Alerting

Autonomous Task Execution

8.4(won by default)

24

Not enough data

Multi-step Planning

8.7(won by default)

25

Not enough data

Cross-system Integration

9.0(won by default)

24

Not enough data

Adaptive Learning

8.5(won by default)

24

Not enough data

Natural Language Interaction

8.5(won by default)

24

Not enough data

Proactive Assistance

8.7(won by default)

24

Not enough data

Decision Making

8.7(won by default)

24

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

8.5

372

8.1

15

Incident Management

Automate Ticket Routing

8.7(won by 0.1)

314

8.6

14

Ticket Prioritization

8.8(won by 0.6)

316

8.2

14

Ticket Notifications

8.8(won by 0.3)

330

8.5

14

Knowledge Base

8.5(won by 0.4)

282

8.1

13

Knowledge Base/Ticket Integration

8.5(won by 0.2)

276

8.3

11

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

8.5(won by 0.6)

319

7.9

13

Time Tracking

8.4(won by 0.6)

302

7.8

13

Surveys

8.2

231

8.3(won by 0.1)

11

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

8.1(won by 0.5)

226

7.6

11

Self Service

8.6(won by 0.1)

285

8.5

13

Active Directory

8.5(won by 0.3)

236

8.2

11

Multi-Channel Access

8.4(won by 1.0)

232

7.4

11

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

8.3(won by default)

75

Not enough data

Multi-step Planning

8.2(won by default)

73

Not enough data

Cross-system Integration

8.4(won by default)

79

Not enough data

Adaptive Learning

8.5(won by default)

73

Not enough data

Natural Language Interaction

8.3(won by default)

72

Not enough data

Proactive Assistance

8.5(won by default)

74

Not enough data

Decision Making

8.6(won by default)

73

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Reviews

Reviewers' Company Size

[![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

Small-Business(50 or fewer emp.)

19.0%

Mid-Market(51-1000 emp.)

43.1%

Enterprise(\> 1000 emp.)

37.9%

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

OpenText Service Management Automation X (SMAX)

Small-Business(50 or fewer emp.)

18.6%

Mid-Market(51-1000 emp.)

24.3%

Enterprise(\> 1000 emp.)

57.1%

Small-Business

(50 or fewer emp.)

19.0%

18.6%

Mid-Market

(51-1000 emp.)

43.1%

24.3%

Enterprise

(\> 1000 emp.)

37.9%

57.1%

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

30.6%

Computer Software

16.2%

Financial Services

5.0%

Internet

4.4%

Telecommunications

3.1%

Other

40.6%

[![OpenText Service Management Automation X (SMAX)](https://images.g2crowd.com/uploads/product/hd_favicon/2b4f4de47adee5040ae421fc276784e9/opentext-service-management-automation-x-smax.svg "OpenText Service Management Automation X (SMAX)")](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)
OpenText Service Management Automation X (SMAX)

Information Technology and Services

31.4%

Airlines/Aviation

5.7%

Banking

4.3%

Computer Software

4.3%

Financial Services

4.3%

Other

50.0%

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")

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