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Compare Jira Service Management and OpenText Service Management Automation X (SMAX) 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Enterprise (57.1% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(953)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansOpenText Service Management Automation X (SMAX)
Star Rating
(72)4.2 out of 5
Market Segments
Enterprise (57.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OpenText Service Management Automation X (SMAX)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that OpenText SMAX excels in ticket creation user experience with a score of 8.9, while Jira Service Management follows closely with a score of 8.7. Reviewers mention that SMAX's intuitive interface makes it easier for users to create and manage tickets efficiently.
- Reviewers mention that Jira Service Management shines in its reporting capabilities, scoring 9.1 compared to SMAX's 8.3. Users on G2 appreciate the detailed dashboards and analytics features that help in tracking performance and making data-driven decisions.
- G2 users highlight that OpenText SMAX offers superior SLA management with a score of 8.4, while Jira Service Management also performs well with a score of 8.7. Users say that SMAX's robust SLA tracking features help ensure compliance and timely responses.
- Users report that Jira Service Management has a more effective automation feature, scoring 8.9 compared to SMAX's 8.3. Reviewers mention that the automation capabilities in Jira streamline workflows and reduce manual tasks significantly.
- Reviewers mention that OpenText SMAX provides a better ticket collaboration experience, scoring 9.1, while Jira Service Management scores 8.9. Users say that SMAX's collaboration tools facilitate communication among team members, enhancing overall productivity.
- Users on G2 report that Jira Service Management has a more user-friendly mobile experience, scoring 7.8 compared to SMAX's 7.6. Reviewers mention that the mobile app for Jira is more responsive and easier to navigate, making it convenient for on-the-go support management.
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.
OpenText Service Management Automation X (SMAX)
No pricing availableFree Trial
Jira Service Management
Free Trial is available
OpenText Service Management Automation X (SMAX)
Free Trial is available
Ratings
Meets Requirements
8.7
843
8.5
67
Ease of Use
8.2
850
7.9
67
Ease of Setup
8.0
458
7.3
40
Ease of Admin
8.0
362
7.6
40
Quality of Support
8.4
727
7.9
66
Has the product been a good partner in doing business?
8.7
339
8.3
40
Product Direction (% positive)
8.7
812
7.8
63
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
164
|
Verified
9.2
6
|
Verified
8.5
158
|
Verified
8.5
8
|
Verified
8.9
170
|
Verified
8.1
7
|
Verified
Service Desk
8.9
176
|
Verified
9.3
7
|
Verified
8.8
176
|
Verified
8.8
8
|
Verified
8.8
175
|
Verified
9.0
7
|
Verified
Management
9.0
152
|
Verified
8.3
8
|
Verified
8.9
146
|
Verified
8.7
5
|
Verified
8.7
147
|
Verified
7.9
7
|
Verified
8.6
143
|
Verified
7.9
7
|
Verified
8.6
138
|
Verified
Not enough data
Functionality
9.1
158
|
Verified
8.8
8
|
Verified
8.8
148
Not enough data
8.7
153
|
Verified
8.3
7
|
Verified
8.9
151
|
Verified
8.1
7
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Not enough data
Monitoring
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Not enough data
Management Tools
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Not enough data
Generative AI
8.0
75
Not enough data
8.3
73
Not enough data
Agentic AI - Incident Management
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Not enough data
Generative AI
8.2
24
Not enough data
Agentic AI - IT Alerting
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Not enough data
Incident Management
8.7
305
8.6
14
8.8
314
8.2
14
8.8
324
8.5
14
8.4
279
8.1
13
8.5
275
8.3
11
Reporting
8.5
308
7.9
13
8.4
301
7.8
13
8.2
231
8.3
11
Access & Usability
8.1
227
7.6
11
8.6
275
8.5
13
8.5
236
8.2
11
8.4
231
7.4
11
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
Categories
Categories
Shared Categories
Jira Service Management and OpenText Service Management Automation X (SMAX) are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
OpenText Service Management Automation X (SMAX) has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OpenText Service Management Automation X (SMAX)
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
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Information Technology and Services
31.4%
Airlines/Aviation
5.7%
Telecommunications
4.3%
Insurance
4.3%
Hospital & Health Care
4.3%
Other
50.0%
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
OpenText Service Management Automation X (SMAX) has no discussions with answers
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