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Compare Jira Service Management and Rootly 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Mid-Market (63.8% of reviews)
Entry-Level Pricing
0/agent/month
$20.00 1 user/mo
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansRootly
Star Rating
(58)4.8 out of 5
Market Segments
Mid-Market (63.8% 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.
- Users report that Jira Service Management excels in its ticket creation user experience, scoring 8.9, while Rootly's ticket creation experience is not rated, indicating a potential gap in user satisfaction for Rootly in this area.
- Reviewers mention that Rootly shines in its quality of support, achieving a remarkable score of 9.9, compared to Jira Service Management's score of 8.2, suggesting that users may find Rootly's support more responsive and helpful.
- G2 users highlight that Rootly offers superior ease of use with a score of 9.3, while Jira Service Management lags behind at 8.1, indicating that Rootly may be more intuitive for everyday users.
- Users on G2 report that Rootly's timely alerts feature is highly effective, scoring 9.8, whereas Jira Service Management's timely alerts score is lower at 9.1, suggesting that Rootly may provide a more proactive alerting system.
- Reviewers say that Jira Service Management has a robust ticket collaboration feature with a score of 9.1, which may be crucial for teams needing to work together on tickets, while Rootly does not have a comparable score in this area.
- Users say that Rootly's incident management capabilities, particularly in automating ticket routing and prioritization, are rated highly at 8.7, which may enhance operational efficiency compared to Jira Service Management's similar features.
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
844
9.1
49
Ease of Use
8.2
851
9.3
49
Ease of Setup
8.0
459
8.8
44
Ease of Admin
8.0
363
9.0
43
Quality of Support
8.4
728
9.8
50
Has the product been a good partner in doing business?
8.7
340
9.7
43
Product Direction (% positive)
8.7
813
9.7
42
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
165
|
Verified
Not enough data
8.5
159
|
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
176
|
Verified
Not enough data
Management
9.0
153
|
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
152
|
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
80
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
9.3
23
9.0
148
|
Verified
9.7
23
9.0
135
|
Verified
9.5
22
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
Not enough data
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
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 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
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Computer Software
34.5%
Information Technology and Services
15.5%
Financial Services
15.5%
Gambling & Casinos
5.2%
Wholesale
3.4%
Other
25.9%
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
Rootly has no discussions with answers
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