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Compare Jira Service Management and Opsgenie 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Mid-Market (53.1% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(954)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 plansOpsgenie
Star Rating
(49)4.3 out of 5
Market Segments
Mid-Market (53.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OpsgenieSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in its ticket creation user experience, scoring 8.9, which reviewers mention makes it easy to submit and track requests. In contrast, Opsgenie, while strong, does not have a specific score for this feature, indicating a potential gap in user experience for ticket creation.
- Reviewers mention that Opsgenie shines in constant monitoring with a score of 9.2, highlighting its ability to provide timely alerts. Jira Service Management, while also effective, scored slightly lower at 8.9, suggesting that Opsgenie may be the better choice for organizations prioritizing real-time monitoring.
- G2 users note that Jira Service Management's ticket collaboration feature is highly rated at 9.1, allowing teams to work together seamlessly on tickets. Opsgenie does not have a comparable feature score, which may limit collaborative efforts in incident management.
- Users on G2 report that Opsgenie's ticket prioritization feature is robust, scoring 8.7, which helps teams focus on critical issues first. Jira Service Management also scored 8.7 in this area, but reviewers mention that Opsgenie's prioritization is more intuitive and user-friendly.
- Reviewers mention that Jira Service Management's SLA management is rated at 8.4, providing a solid framework for tracking service level agreements. Opsgenie, however, does not have a specific SLA management score, which could be a disadvantage for users needing strict compliance tracking.
- Users say that the integration capabilities of both products are strong, with Jira Service Management scoring 9.0 and Opsgenie also performing well. However, reviewers mention that Jira's integration with other Atlassian products offers a more seamless experience for teams already using those tools.
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.
Opsgenie
No pricing availableFree Trial
Jira Service Management
Free Trial is available
Opsgenie
Free Trial is available
Ratings
Meets Requirements
8.7
843
8.9
38
Ease of Use
8.2
850
8.3
38
Ease of Setup
8.0
458
8.1
22
Ease of Admin
8.0
362
8.6
23
Quality of Support
8.4
727
8.7
29
Has the product been a good partner in doing business?
8.7
339
8.6
22
Product Direction (% positive)
8.7
812
9.4
36
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
Not enough data
8.5
158
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
146
|
Verified
Not enough data
8.7
147
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
138
|
Verified
Not enough data
Functionality
9.1
158
|
Verified
Not enough data
8.8
148
Not enough data
8.7
153
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
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
9.3
29
|
Verified
9.0
148
|
Verified
9.2
30
|
Verified
9.1
145
|
Verified
8.8
29
|
Verified
8.5
68
Not enough data
Management Tools
9.1
148
|
Verified
8.9
28
|
Verified
8.9
147
|
Verified
8.6
28
|
Verified
9.0
134
|
Verified
8.4
24
|
Verified
Generative AI
8.0
75
7.3
5
8.3
73
7.0
5
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
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
Categories
Categories
Shared Categories
Jira Service Management and Opsgenie are categorized as Incident Management and IT Alerting
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Service Desk, and Help Desk
Opsgenie 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.)
Opsgenie
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%
Computer Software
24.5%
Information Technology and Services
18.4%
Telecommunications
10.2%
Retail
8.2%
Marketing and Advertising
6.1%
Other
32.7%
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
What is Opsgenie?
1 Comment
Official Response from Opsgenie
Opsgenie is a modern incident management platform for operating always-on services that enables dev and ops teams to stay aware and in control of alerts and...Read more
Does Opsgenie with other Atlassian products? Which ones?
1 Comment
Official Response from Opsgenie
Opsgenie has deep integrations with Jira, Jira Ops, Jira Service Desk, and Statuspage. We also offer email integrations with Bitbucket and Bamboo. We offer...Read more
Can I use Opsgenie with on-prem?
1 Comment
Official Response from Opsgenie
Yes! Opsgenie is a great modern incident management solution for on-prem, cloud, and hybrid environments. Here’s a great blog post...Read more
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