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Compare Jira Service Management and Pylon 
Featured Products
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (86.4% of reviews)
Entry-Level Pricing
0/agent/month
$59.00 1 Seats Per Month
Jira Service Management
Star Rating
(961)4.3 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansPylon
Star Rating
(60)4.9 out of 5
Market Segments
Small-Business (86.4% of reviews)
Pros & Cons
Entry-Level Pricing
$59.00 1 Seats Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in its integration capabilities, particularly with the Atlassian suite, which users find to be a significant advantage for managing development lifecycles and bug tracking. This integration allows teams to streamline their workflows effectively.
- Users say that Pylon shines in its user interface and experience, with many appreciating its centralized approach to managing customer requests. The ability to communicate with both customers and internal teams in one tool is highlighted as a major benefit, making it easier to respond efficiently.
- Reviewers mention that while Jira Service Management has a robust feature set, some users find it challenging to configure for specific workflows. This can lead to a steeper learning curve compared to Pylon, which is noted for its intuitive design and ease of use.
- According to verified reviews, Pylon's AI features, such as auto-classifying tickets, are particularly appealing to users looking for automation in their support processes. This functionality is praised for enhancing efficiency and reducing manual workload.
- G2 reviewers highlight that Jira Service Management has a strong reputation for quality support, with users appreciating the responsiveness and helpfulness of the support team. However, Pylon users also commend its support quality, noting that the chat and live support features are particularly effective.
- Users report that while Jira Service Management is favored by mid-market companies, Pylon is more tailored for small businesses, making it a better fit for those looking for a solution that aligns with their scale and specific needs.
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.
Pylon
Starter
$59.00
1 Seats Per Month
Get started with the basic features, but grow as fast as others.
- Support Inbox - Track and organize customer issues
- Traditional Sources - Email, Chat Widget, Forms
- Knowledge Base - Host a Help Center or Internal KB
Free Trial
Jira Service Management
Free Trial is available
Pylon
Free Trial is available
Ratings
Meets Requirements
8.7
851
9.4
45
Ease of Use
8.2
858
9.6
48
Ease of Setup
8.0
464
8.9
34
Ease of Admin
8.0
366
9.4
12
Quality of Support
8.4
734
9.6
44
Has the product been a good partner in doing business?
8.7
343
9.5
13
Product Direction (% positive)
8.7
820
9.7
46
Features by Category
Ticket and Case Management
9.0
82
9.8
26
9.0
80
9.8
26
8.9
83
9.7
25
8.9
79
9.4
22
8.8
80
9.8
23
8.8
80
9.6
20
9.2
80
9.7
20
8.5
77
9.4
19
Generative AI
7.9
54
8.9
14
7.9
53
8.9
14
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
81
9.5
21
8.9
80
9.4
21
8.3
73
9.8
19
8.1
71
9.1
15
7.9
68
Feature Not Available
Platform
8.1
83
7.1
25
8.4
86
8.3
24
8.9
87
8.7
25
8.8
83
9.3
27
8.7
83
9.1
27
8.7
80
9.3
26
Administration
8.9
166
|
Verified
Not enough data
8.5
160
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
178
|
Verified
Not enough data
Management
9.0
154
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
154
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
81
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Channels
Not enough data
9.0
15
Not enough data
8.1
14
Not enough data
5.7
14
Design
Not enough data
8.5
13
Not enough data
7.3
13
Not enough data
8.7
13
Not enough data
8.2
13
Not enough data
8.8
13
Generative AI
Not enough data
6.4
12
Not enough data
6.5
12
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Conversational Platform
Not enough data
8.5
12
Not enough data
7.9
12
Not enough data
8.5
12
Not enough data
8.2
12
Support Automation
Not enough data
8.3
12
Not enough data
8.3
11
Not enough data
8.3
11
Not enough data
7.1
11
Generative AI
Not enough data
6.3
10
Not enough data
6.5
10
Generative AI
Not enough data
8.2
11
Not enough data
8.6
11
Not enough data
7.9
11
Communication
Not enough data
8.9
18
Not enough data
9.4
17
Not enough data
8.8
15
Not enough data
9.8
17
Not enough data
9.0
15
Internal Use
8.4
86
8.3
24
Not enough data
9.9
16
Not enough data
8.3
14
Not enough data
9.6
15
Not enough data
9.7
16
Not enough data
9.6
15
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
307
Not enough data
8.8
315
Not enough data
8.8
325
Not enough data
8.5
281
Not enough data
8.5
276
Not enough data
Reporting
8.5
310
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
277
Not enough data
8.5
236
Not enough data
8.4
232
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 Pylon are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Pylon
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
31.0%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Computer Software
59.3%
Information Technology and Services
25.4%
Financial Services
5.1%
Logistics and Supply Chain
3.4%
Computer & Network Security
3.4%
Other
3.4%
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
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead 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
Pylon has no discussions with answers
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