Compare Jira Service Management and Rootly 
At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (61.5% of reviews)
Entry-Level Pricing
0/agent/month
$20.00 1 user/mo
Jira Service Management
Star Rating
(964)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansRootly
Star Rating
(66)4.8 out of 5
Market Segments
Mid-Market (61.5% of reviews)
Pros & Cons
Entry-Level Pricing
$20.00 1 user/mo
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 overall user satisfaction, boasting a significantly higher G2 Score compared to Rootly. Users appreciate its robust integration with the Atlassian suite, which enhances collaboration and support across teams.
- Users say that Rootly stands out for its intuitive design and ease of use, making it a great choice for teams looking for a straightforward incident management solution. Reviewers highlight its seamless integration with tools like Slack, which simplifies incident response and enhances team communication.
- According to verified reviews, Jira Service Management is praised for its comprehensive features that cater to both IT and non-IT teams. Users find it easy to track the development lifecycle and manage tasks, which contributes to its popularity among mid-market companies.
- Reviewers mention that Rootly's automated workflows significantly reduce manual overhead, allowing teams to follow consistent processes during incident management. This feature is particularly appreciated by users who value efficiency and organization in their incident response efforts.
- Users highlight that while Jira Service Management has a wealth of features, some may find the initial setup process a bit challenging. However, once configured, it provides a powerful platform for managing incidents and support tickets effectively.
- G2 reviewers note that Rootly's competitive pricing makes it an attractive option for teams on a budget, especially given its high ratings for quality of support and proactive assistance. This affordability, combined with its user-friendly interface, makes it a compelling choice for smaller teams or startups.
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.
Rootly
Essentials
$20.00
1 user/mo
For fast-growing companies that need a simple, purpose-built, opinionated incident response process.
- Slack-native incident response
- Smart defaults - industry best practices
- <5 minute onboarding and in-app tutorials
Free Trial
Jira Service Management
Free Trial is available
Rootly
Free Trial is available
Ratings
Meets Requirements
8.7
854
9.2
55
Ease of Use
8.2
861
9.3
55
Ease of Setup
8.0
467
9.0
50
Ease of Admin
8.0
366
9.0
45
Quality of Support
8.4
737
9.8
56
Has the product been a good partner in doing business?
8.7
343
9.7
45
Product Direction (% positive)
8.7
822
9.8
48
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
83
Not enough data
8.9
79
Not enough data
8.8
80
Not enough data
8.8
80
Not enough data
9.2
80
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
81
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
86
Not enough data
8.9
87
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
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
Monitoring
8.9
145
|
Verified
9.4
21
9.0
149
|
Verified
9.7
24
9.1
146
|
Verified
9.3
22
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
9.4
24
9.0
148
|
Verified
9.6
29
9.0
135
|
Verified
9.5
23
Generative AI
8.0
76
8.0
10
8.3
74
8.5
10
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
9.4
6
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
9.7
5
8.5
60
9.3
5
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
326
Not enough data
8.5
281
Not enough data
8.5
276
Not enough data
Reporting
8.5
311
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
75
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 Rootly are categorized as Incident Management
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Service Desk, IT Alerting, and Help Desk
Rootly 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.)
Rootly
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
30.9%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.5%
Computer Software
35.9%
Information Technology and Services
17.2%
Financial Services
14.1%
Gambling & Casinos
4.7%
Wholesale
3.1%
Other
25.0%
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
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
Rootly has no discussions with answers
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