# Jira Service Management vs Opsgenie Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, with a significantly higher G2 Score compared to Opsgenie. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service and support operations.
- **Users say** that Opsgenie offers a clean and well-structured interface, making it easy to navigate alerts and schedules. However, while it provides strong incident management capabilities, it doesn't match the comprehensive service desk features found in Jira Service Management.
- **Reviewers mention** that Jira Service Management shines in its ability to integrate seamlessly with the Atlassian ecosystem, enhancing collaboration across teams. This integration is particularly beneficial for users managing complex projects, as highlighted by a recent user who orchestrated changes across multiple platforms.
- **According to verified reviews** , Opsgenie is praised for its effective management of on-call rotations, which automates alert assignments. This feature is particularly useful for teams needing to provide off-hours customer support, but it lacks the broader service management capabilities of Jira Service Management.
- **Users highlight** that Jira Service Management provides excellent visibility and transparency in project tracking, allowing teams to monitor tasks and identify blockers in real-time. This level of detail is a key advantage for teams looking to enhance their operational efficiency.
- **G2 reviewers note** that while both products have similar scores for quality of support, Jira Service Management benefits from a larger user base and more recent reviews, indicating a more robust community and support network for troubleshooting and best practices.



| | Jira Service Management | Opsgenie | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 987 | 53 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Mid-Market (54.7% of reviews) | 
| **Entry Level Price** | 0/agent/month   | No pricing available | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

### Opsgenie

Pros:
- Alerting System (1 reviews)
- Alert Management (1 reviews)

Cons:
- Learning Curve (1 reviews)
- Steep Learning Curve (1 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | Opsgenie | 
|---|---|---|
  | **Meets Requirements** | 8.8 (873 reviews) | 8.8 (41 reviews) | 
  | **Ease of Use** | 8.2 (880 reviews) | 8.4 (41 reviews) | 
  | **Ease of Setup** | 8.0 (486 reviews) | 8.2 (25 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.6 (23 reviews) | 
  | **Quality of Support** | 8.4 (756 reviews) | 8.5 (31 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.6 (22 reviews) | 
  | **Product Direction (% positive)** | 8.7 (838 reviews) | 9.1 (38 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

### Opsgenie

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **Opsgenie** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 8.9 (87 reviews) | Not enough data | 
| **Response Automation** | 8.9 (81 reviews) | Not enough data | 
| **SLA Management** | 8.8 (85 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.2 (81 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (54 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (40 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (40 reviews) | Not enough data | 

#### Communication Channels

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (75 reviews) | Not enough data | 
| **Social Integration** | 8.1 (71 reviews) | Not enough data | 
| **Voice** | 7.9 (68 reviews) | Not enough data | 

#### Platform

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | Not enough data | 
| **Customization ** | 8.4 (87 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | Not enough data | 
| **Integration** | 8.8 (87 reviews) | Not enough data | 
| **Reporting** | 8.7 (86 reviews) | Not enough data | 
| **Dashboards** | 8.6 (84 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **Opsgenie** | N/A | N/A |

#### Administration

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (181 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.8 (151 reviews) | Not enough data | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.9 (155 reviews) ✓ Verified | Not enough data | 

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

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

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 166 |
| **Opsgenie** | 8.5/10 | 33 |

#### Monitoring

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 9.3 (29 reviews) ✓ Verified | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | 9.2 (31 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 8.8 (29 reviews) ✓ Verified | 
| **AI Monitoring** | 8.5 (70 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 8.9 (28 reviews) ✓ Verified | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | 8.5 (25 reviews) ✓ Verified | 

#### Generative AI

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 7.3 (5 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 7.0 (5 reviews) | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **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 |
| **Opsgenie** | N/A | N/A |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **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 | 369 |
| **Opsgenie** | N/A | N/A |

#### Incident Management

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (312 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.8 (315 reviews) | Not enough data | 
| **Ticket Notifications** | 8.8 (329 reviews) | Not enough data | 
| **Knowledge Base** | 8.5 (281 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | Not enough data | 

#### Reporting

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Dashboards** | 8.5 (316 reviews) | Not enough data | 
| **Time Tracking** | 8.4 (302 reviews) | Not enough data | 
| **Surveys** | 8.2 (231 reviews) | Not enough data | 

#### Access & Usability

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | Not enough data | 
| **Self Service** | 8.6 (282 reviews) | Not enough data | 
| **Active Directory** | 8.5 (236 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.4 (232 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Opsgenie | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (74 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (78 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (73 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (72 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (74 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting)

**Unique to Jira Service Management (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)



---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Opsgenie | 
|---|---|---|
| **Small-Business** | 19.1% | 28.3% | 
| **Mid-Market** | 42.9% | 54.7% | 
| **Enterprise** | 38.0% | 17.0% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **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:** 30.7%

#### Opsgenie

- **Computer Software:** 25.0%
- **Information Technology and Services:** 17.3%
- **Telecommunications:** 11.5%
- **Retail:** 7.7%
- **Computer & Network Security:** 5.8%
- **Marketing and Advertising:** 5.8%
- **Airlines/Aviation:** 3.8%
- **Government Administration:** 3.8%
- **Publishing:** 1.9%
- **Logistics and Supply Chain:** 1.9%
- **Other:** 15.4%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 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 (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1205 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 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 (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)

### Alternatives to Opsgenie

- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 reviews)
- [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (791 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)
- [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) — 4.5/5 stars (52 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews)
- [incident.io](https://www.g2.com/products/incident-io/reviews) — 4.8/5 stars (181 reviews)
- [AlertOps](https://www.g2.com/products/alertops/reviews) — 4.7/5 stars (153 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (325 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 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..."

### Opsgenie

- Title: [How do I try Opsgenie out?](https://www.g2.com/discussions/how-do-i-try-opsgenie-out) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie offers four plans that allow you to scale as you grow, starting with our free plan of basic alerting and on-call management for up to 5 users. You..."
- Title: [Who is Opsgenie for?](https://www.g2.com/discussions/who-is-opsgenie-for) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie is designed for Dev and Ops teams operating always-on services, we’re a solution for cloud, on-prem, and hybrid environments. We offer plans to suit..."
- Title: [How does Opsgenie help me work faster and smarter?](https://www.g2.com/discussions/how-does-opsgenie-help-me-work-faster-and-smarter) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie removes the guesswork around alerting and incidents, you don’t have to wonder which alerts are important, where the alert is coming from, and who..."
- Title: [What makes Opsgenie stand out?](https://www.g2.com/discussions/what-makes-opsgenie-stand-out) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Opsgenie receives rich payload data from your favorite ITSM tools and populates alerts with that information. This means that each alert has all of the..."
- Title: [Can I use Opsgenie with on-prem?](https://www.g2.com/discussions/can-i-use-opsgenie-with-on-prem) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes! Opsgenie is a great modern incident management solution for on-prem, cloud, and hybrid environments. Here’s a great blog post..."

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