# Jira Service Management vs Rootly Comparison
---
## AI Generated Summary
- **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.



| | Jira Service Management | Rootly | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 985 | 69 | 
| **Largest Market Segment** | Mid-Market (43.1% of reviews) | Mid-Market (60.3% of reviews) | 
| **Entry Level Price** | 0/agent/month   | $20.00 1 user/mo | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

### Rootly

Pros:
- Ease of Use (10 reviews)
- Automation (7 reviews)

Cons:
- Integration Issues (3 reviews)
- Missing Features (3 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | Rootly | 
|---|---|---|
  | **Meets Requirements** | 8.7 (870 reviews) | 9.2 (58 reviews) | 
  | **Ease of Use** | 8.2 (877 reviews) | 9.3 (57 reviews) | 
  | **Ease of Setup** | 8.0 (483 reviews) | 8.9 (52 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 9.0 (45 reviews) | 
  | **Quality of Support** | 8.4 (753 reviews) | 9.7 (59 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 9.7 (45 reviews) | 
  | **Product Direction (% positive)** | 8.7 (835 reviews) | 9.8 (51 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

### Rootly

#### Entry-Level Pricing

Plan: Essentials

Price: $20.00 1 user/mo

Description: For fast-growing companies that need a simple, purpose-built, opinionated incident response process.

Key Features:
- Slack-native incident response
- Smart defaults - industry best practices
- <5 minute onboarding and in-app tutorials

[Browse all 3 editions](https://www.g2.com/products/rootly/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 105 |
| **Rootly** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (85 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 8.9 (86 reviews) | Not enough data | 
| **Response Automation** | 8.9 (80 reviews) | Not enough data | 
| **SLA Management** | 8.8 (84 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 (77 reviews) | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **AI Text Generation** | 7.9 (54 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (53 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **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 | Rootly | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (73 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 | Rootly | 
|---|---|---|
| **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 (91 reviews) | Not enough data | 
| **Integration** | 8.8 (86 reviews) | Not enough data | 
| **Reporting** | 8.7 (85 reviews) | Not enough data | 
| **Dashboards** | 8.6 (83 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 205 |
| **Rootly** | N/A | N/A |

#### Administration

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (160 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.9 (172 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (180 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (148 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.6 (144 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Ticketing System** | 9.2 (161 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.8 (150 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 | Rootly | 
|---|---|---|
| **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** | 8.6/10 | 165 |
| **Rootly** | 9.3/10 | 38 |

#### Monitoring

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 9.4 (21 reviews) | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | 9.7 (25 reviews) | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 9.3 (23 reviews) | 
| **AI Monitoring** | 8.5 (69 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 9.4 (24 reviews) | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 9.6 (30 reviews) | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | 9.5 (23 reviews) | 

#### Generative AI

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 8.0 (10 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 8.5 (10 reviews) | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | 9.0 (5 reviews) | 
| **Multi-step Planning** | 8.4 (60 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (59 reviews) | 9.5 (7 reviews) | 
| **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) | 9.7 (5 reviews) | 
| **Decision Making** | 8.5 (60 reviews) | 9.4 (6 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **Rootly** | N/A | N/A |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **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 | 

### AI SRE Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **Rootly** | N/A | N/A |

#### Reliability Objectives & Service Operations - AI SRE Tools

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Intelligent On-Call Workflows** | Not enough data | Not enough data | 
| **Error Budget Tracking** | Not enough data | Not enough data | 
| **SLI & SLO Management** | Not enough data | Not enough data | 
| **Service Health Modeling & Reporting** | Not enough data | Not enough data | 

#### AI Detection & Signal Quality - AI SRE Tools

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Cross-Telemetry Correlation** | Not enough data | Not enough data | 
| **Change-Aware Detection** | Not enough data | Not enough data | 
| **Adaptive Anomaly Detection** | Not enough data | Not enough data | 
| **Alert Correlation & Noise Reduction** | Not enough data | Not enough data | 

#### Investigation & Root Cause Analysis - AI SRE Tools

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Guided Incident Investigation** | Not enough data | Not enough data | 
| **Live Debugging in Production** | Not enough data | Not enough data | 
| **AI Root Cause Analysis** | Not enough data | Not enough data | 
| **Runtime-Verified Root Cause Analysis** | Not enough data | Not enough data | 

#### Automation & Platform Controls - AI SRE Tools

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Automated Runbook & Workflow Execution** | Not enough data | Not enough data | 
| **Human-in-the-Loop Remediation** | Not enough data | Not enough data | 
| **Integration, APIs & Secure Access Controls** | Not enough data | Not enough data | 
| **AI-Assisted Code Fix Generation** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.4/10 | 366 |
| **Rootly** | N/A | N/A |

#### Incident Management

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (310 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.8 (314 reviews) | Not enough data | 
| **Ticket Notifications** | 8.8 (328 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 | Rootly | 
|---|---|---|
| **Dashboards** | 8.5 (314 reviews) | Not enough data | 
| **Time Tracking** | 8.4 (301 reviews) | Not enough data | 
| **Surveys** | 8.2 (231 reviews) | Not enough data | 

#### Access & Usability

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | Not enough data | 
| **Self Service** | 8.6 (282 reviews) | Not enough data | 
| **Active Directory** | 8.5 (235 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.4 (232 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Rootly | 
|---|---|---|
| **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 (77 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** | 8.4 (73 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to Jira Service Management (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Rootly (1):** [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Rootly | 
|---|---|---|
| **Small-Business** | 19.0% | 13.2% | 
| **Mid-Market** | 43.1% | 60.3% | 
| **Enterprise** | 37.9% | 26.5% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.8%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.8%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.6%

#### Rootly

- **Computer Software:** 34.8%
- **Information Technology and Services:** 18.2%
- **Financial Services:** 15.2%
- **Gambling & Casinos:** 4.5%
- **Wholesale:** 3.0%
- **Retail:** 3.0%
- **Automotive:** 3.0%
- **Computer & Network Security:** 3.0%
- **Apparel & Fashion:** 1.5%
- **Consumer Services:** 1.5%
- **Other:** 12.1%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 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 (1864 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 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 (1163 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (954 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 (4308 reviews)

### Alternatives to Rootly

- [incident.io](https://www.g2.com/products/incident-io/reviews) — 4.8/5 stars (181 reviews)
- [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) — 4.5/5 stars (143 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (954 reviews)
- [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (771 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (321 reviews)
- [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) — 4.4/5 stars (416 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1363 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4308 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..."

### Rootly

No discussions available for this product.

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