# Jira Service Management vs ServiceNow Customer Service Management Comparison - What are their main differences? At a Glance Star Rating **Jira Service Management** [ 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews#reviews) **ServiceNow Customer Service Management** [ 4.4/5(500) ](https://www.g2.com/products/servicenow-customer-service-management/reviews#reviews) Market Segments **Jira Service Management** Mid-Market (43.1% of reviews) **ServiceNow Customer Service Management** Enterprise (54.3% of reviews) Pros & Cons **Jira Service Management** [ Ease of Use (46) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163903&qs=pros-and-cons#reviews)[ Integrations (32) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1162990&qs=pros-and-cons#reviews)[ Learning Curve (33) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1165698&qs=pros-and-cons#reviews)[ Complexity (28) ](https://www.g2.com/products/jira-service-management/reviews?filters%5Bsentiment_snippet%5D=1163036&qs=pros-and-cons#reviews) **ServiceNow Customer Service Management** [ Ease of Use (34) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1933455&qs=pros-and-cons#reviews)[ Features (26) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1933151&qs=pros-and-cons#reviews)[ Learning Curve (18) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1931007&qs=pros-and-cons#reviews)[ Steep Learning Curve (15) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1931041&qs=pros-and-cons#reviews) Entry-Level Pricing **Jira Service Management** **0** /agent/month **ServiceNow Customer Service Management** No pricing available Summary 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 ecosystem. Users appreciate its ability to streamline service requests and incident management, making it a robust choice for teams already using Jira for project management. - **Users say** that ServiceNow Customer Service Management offers a highly effective ticketing system, which is particularly beneficial for handling high volumes of client communications. Reviewers highlight its clean dashboard that allows for quick visibility into ongoing responses, enhancing overall efficiency. - **According to verified reviews** , both products provide strong workflow automation features, but Jira Service Management stands out with its intuitive ticket management and customizable service desks. Users have noted that these features significantly improve their IT service and support operations. - **Reviewers mention** that while both platforms have user-friendly interfaces, ServiceNow's case management capabilities are particularly robust, helping teams resolve customer issues more quickly. This is complemented by AI-powered recommendations that enhance user experience. - **G2 reviewers highlight** that Jira Service Management has a slight edge in ticket collaboration, with users praising its ability to facilitate teamwork effectively. The platform's features for ticket collaboration are noted as superior, allowing for better communication among team members. - **Users report** that while both products offer quality support, ServiceNow Customer Service Management has a slight advantage in administrative ease, with reviewers appreciating its streamlined setup and management processes, which can be crucial for larger enterprises. Pricing Entry-Level Pricing **Jira Service Management** Jira Service Management Free 0 /agent/month For small teams starting with a service desk. Up to 3 agents for free. [Browse all 4 pricing plans](/products/jira-service-management/pricing) **ServiceNow Customer Service Management** ServiceNow Customer Service Management No pricing available Free Trial **Jira Service Management** Jira Service Management Free Trial is available **ServiceNow Customer Service Management** ServiceNow Customer Service Management Free Trial is available Ratings Meets Requirements 8.8 877 8.7 238 Ease of Use 8.3 884 8.5 359 Ease of Setup 8.0 490 8.0 219 Ease of Admin 8.0 368 8.4 94 Quality of Support 8.4 760 8.4 295 Has the product been a good partner in doing business? 8.7 345 8.5 96 Product Direction (% positive) 8.7 842 9.1 235 Features by Category Call & Contact Center[Hide 47 FeaturesShow 47 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Call Reporting Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Call Whispering Not enough data Not enough data Callback Scheduling Not enough data Not enough data CRM Not enough data Not enough data Call Tagging Not enough data Not enough data Dashboard Not enough data Not enough data Call Recording Not enough data Not enough data Alerts/Escalation Not enough data Not enough data AI Copilot Not enough data Not enough data Call Transcription Not enough data Not enough data Queue Management Not enough data Not enough data Manual Dialer Not enough data Not enough data Call Tracking Not enough data Not enough data Auto-Dialer Not enough data Not enough data Call Monitoring Not enough data Not enough data Activity Tracking Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Contact Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Progressive Dialer Not enough data Not enough data Voice Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Monitoring Not enough data Not enough data IVR Not enough data Not enough data Call Logging Not enough data Not enough data Chatbot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Outbound Call Center Not enough data Not enough data Interaction Tracking Not enough data Not enough data Voice Mail Not enough data Not enough data Call Routing Not enough data Not enough data Automated Responses Not enough data Not enough data API Not enough data Not enough data Call Transfer Not enough data Not enough data AI Summarization Not enough data Not enough data Call Center Management Not enough data Not enough data Inbound Call Center Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Predictive Dialer Not enough data Not enough data Blended Call Center Not enough data Not enough data Caller ID Not enough data Not enough data Generative AI Not enough data Not enough data Performance Management Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Call Scripting Not enough data Not enough data Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);) 8.6 107 8.2 113 Ticket and Case Management Ticket Creation User Experience 9.0(tied score) 86 9.0(tied score) 78 | Verified Ticket Response User Experience 9.1(won by 0.3) 81 8.8 79 | Verified Workflow 8.9(won by 0.1) 87 8.8 82 | Verified Automated Response 8.9(won by 0.5) 81 8.4 72 Service Level Agreement (SLA) Management 8.8(won by 0.1) 85 8.7 71 | Verified Attachments/Screencasts 8.8(won by 0.3) 84 8.5 70 | Verified Ticket Collaboration 9.2(won by 0.3) 81 8.9 72 | Verified Customer/Contact Database 8.5 78 8.8(won by 0.3) 67 | Verified Workflow Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Ticket Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Inbox Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Email Management Not enough data Not enough data Generative AI AI Text Generation 8.0(won by 0.6) 55 7.4 37 AI Text Summarization 7.9(won by 0.7) 54 7.2 36 Generative AI Not enough data Not enough data Agentic AI - Help Desk Autonomous Task Execution 8.3(won by 0.8) 41 7.5 27 Natural Language Interaction 8.5(won by 1.0) 40 7.5 26 Proactive Assistance 8.3(won by 0.8) 40 7.5 26 Communication Channels Customer Portal 8.9(won by 0.3) 81 8.6 71 | Verified Email to Case 8.9(won by 0.2) 80 8.7 69 | Verified Live Chat Support 8.3(won by 0.1) 75 8.2 60 | Verified Social Media Integration 8.1(won by 0.6) 71 7.5 56 | Verified Voice 7.9(won by 0.1) 68 7.8 55 | Verified Video Chat Not enough data Not enough data Platform Mobile User Support 8.1(won by 0.6) 85 7.5 60 | Verified Customization 8.4(won by 0.1) 87 8.3 69 | Verified User, Role, and Access Management 8.9(won by 0.2) 92 8.7 74 | Verified Third-Party Integrations 8.8(won by 0.3) 87 8.5 71 | Verified Reporting 8.7(won by 0.1) 86 8.6 70 | Verified Activity Dashboard 8.6 84 8.7(won by 0.1) 73 | Verified Mobile Access Not enough data Not enough data Additional Functionality Automated Routing Not enough data Not enough data Chatbot Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Autoresponders Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Gamification Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Customizable Fields Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Key Performance Indicators Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Voice Recognition Not enough data Not enough data Live Chat Not enough data Not enough data Task Automation Not enough data Not enough data IVR Not enough data Not enough data Language Detection Not enough data Not enough data Multiple Data Sources Not enough data Not enough data Predictive Analytics Not enough data Not enough data API Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Data Security Not enough data Not enough data Interaction Tracking Not enough data Not enough data Prioritization Not enough data Not enough data Secure Data Storage Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Performance Metrics Not enough data Not enough data Single Sign On Not enough data Not enough data Mobile App Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Email Templates Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Data Import/Export Not enough data Not enough data Personalization Not enough data Not enough data Workflow Automation Not enough data Not enough data IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);) 8.7 207 Not enough data Administration Change Management 8.9(won by default) 166 | Verified Not enough data Asset Management 8.5(won by default) 161 | Verified Not enough data Reports & Analytics 8.9(won by default) 174 | Verified Not enough data IT Asset Management Not enough data Not enough data Knowledge Management Not enough data Not enough data Project Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Task Management Not enough data Not enough data Service Request Management Not enough data Not enough data Release Management Not enough data Not enough data Configuration Management Not enough data Not enough data Ticket Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Incident Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Capacity Management Not enough data Not enough data Availability Management Not enough data Not enough data Inventory Management Not enough data Not enough data Service Desk Help Desk 8.9(won by default) 179 | Verified Not enough data Incident Reports 8.8(won by default) 179 | Verified Not enough data Process Workflow 8.8(won by default) 182 | Verified Not enough data Customizable Reports Not enough data Not enough data Management Reporting 9.0(won by default) 155 | Verified Not enough data Administration Console 8.9(won by default) 147 | Verified Not enough data Access Management 8.7(won by default) 149 | Verified Not enough data Asset Management 8.6(won by default) 145 | Verified Not enough data Policy Dictation 8.6(won by default) 139 | Verified Not enough data Real-Time Reporting Not enough data Not enough data Functionality Ticketing System 9.2(won by default) 163 | Verified Not enough data Performance Logging 8.8(won by default) 151 Not enough data Alerting 8.7(won by default) 155 | Verified Not enough data Automation 8.9(won by default) 156 | Verified Not enough data Agentic AI - IT Service Management (ITSM) Tools Autonomous Task Execution 8.3(won by default) 80 Not enough data Multi-step Planning 8.5(won by default) 80 Not enough data Cross-system Integration 8.4(won by default) 82 Not enough data Adaptive Learning 8.3(won by default) 79 Not enough data Natural Language Interaction 8.3(won by default) 80 Not enough data Proactive Assistance 8.1(won by default) 80 Not enough data Decision Making 8.3(won by default) 81 Not enough data Third-Party Integrations Not enough data Not enough data Resource Allocation & Planning Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Prioritization Not enough data Not enough data Service History Not enough data Not enough data Client Portal Not enough data Not enough data Customizable Forms Not enough data Not enough data AI Copilot Not enough data Not enough data API Not enough data Not enough data Service Catalog Not enough data Not enough data Real-Time Notifications Not enough data Not enough data SSL Security Not enough data Not enough data Activity Dashboard Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Generative AI Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Drag & Drop Not enough data Not enough data Self Service Portal Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Customizable Branding Not enough data Not enough data Customizable Templates Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Automated Routing Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Customizable Fields Not enough data Not enough data Activity Tracking Not enough data Not enough data Search Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Dashboard Creation Not enough data Not enough data Remote Access & Monitoring Not enough data Not enough data Asset Tracking Not enough data Not enough data Chat/Messaging Not enough data Not enough data Approval Process Control Not enough data Not enough data Audit Trail Not enough data Not enough data Contact Center Knowledge Base[Hide 21 FeaturesShow 21 Features](javascript:void(0);) Not enough data Not enough data Administration Database Management Not enough data Not enough data Data Workflows Not enough data Not enough data Issue Management Not enough data Not enough data Knowledge Management Knowledge Base Not enough data Not enough data Publishing Workflows Not enough data Not enough data Analytics Not enough data Not enough data Compliance Policies and Controls Not enough data Not enough data Data Governance Not enough data Not enough data Compliance Not enough data Not enough data Auditing Not enough data Not enough data Customer Support Intelligent Search Not enough data Not enough data Suggestions Not enough data Not enough data Decision Trees Not enough data Not enough data Data Security Risk Data Attributes Not enough data Not enough data Data Transport Not enough data Not enough data Access Management Not enough data Not enough data Multi-Factor Authentication Not enough data Not enough data Administration Integrations Not enough data Not enough data User, Role, and Access Management Not enough data Not enough data Performance and Reliability Not enough data Not enough data Generative AI AI Text Summarization Not enough data Not enough data Customer Communications Management[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Channels Multi-Channel Coverage Not enough data Not enough data Open Listening Not enough data Not enough data Physical Media Not enough data Not enough data Design Communications Strategy Development Not enough data Not enough data Create Content Not enough data Not enough data Personalization Not enough data Not enough data Inbound Identification Not enough data Not enough data Regulatory Compliance Not enough data Not enough data Batch Communications Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data On-Demand Communications Not enough data Not enough data Interactive Content Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Chat/Messaging Not enough data Not enough data Customer Database Not enough data Not enough data Customizable Branding Not enough data Not enough data Call Recording Not enough data Not enough data Autoresponders Not enough data Not enough data IVR Not enough data Not enough data Email Management Not enough data Not enough data Template Management Not enough data Not enough data SMS Messaging Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Content Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Compliance Management Not enough data Not enough data Multi-Language Not enough data Not enough data Interaction Tracking Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Social Media Integration Not enough data Not enough data Workflow Management Not enough data Not enough data Customer History Not enough data Not enough data Activity Dashboard Not enough data Not enough data AI Copilot Not enough data Not enough data Video Support Not enough data Not enough data CRM Not enough data Not enough data Inbox Management Not enough data Not enough data API Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Feedback Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Collaboration Tools Not enough data Not enough data Activity Tracking Not enough data Not enough data Complaint Management[Hide 61 FeaturesShow 61 Features](javascript:void(0);) Not enough data Not enough data Usability All-Employee Access Not enough data Not enough data Supporting Documents Not enough data Not enough data Two-Way Communication Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting Priority Case Alerts Not enough data Not enough data Trend Analysis Not enough data Not enough data Performance Monitoring Not enough data Not enough data Social Media Monitoring Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Social Media Integration Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Live Chat Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Customer Complaint Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Case Management Not enough data Not enough data API Not enough data Not enough data Collaboration Tools Not enough data Not enough data Customizable Templates Not enough data Not enough data AI Copilot Not enough data Not enough data Data Import/Export Not enough data Not enough data Interaction Tracking Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Audit Trail Not enough data Not enough data Issue Management Not enough data Not enough data Real-Time Updates Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Self Service Portal Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Canned Responses Not enough data Not enough data Email Management Not enough data Not enough data Customizable Forms Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Activity Dashboard Not enough data Not enough data Prioritization Not enough data Not enough data Routing Not enough data Not enough data Support Ticket Management Not enough data Not enough data Widgets Not enough data Not enough data Chat/Messaging Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Activity Tracking Not enough data Not enough data SSL Security Not enough data Not enough data Workflow Management Not enough data Not enough data Quality Assurance Not enough data Not enough data Feedback Management Not enough data Not enough data Issue Tracking Not enough data Not enough data Customizable Branding Not enough data Not enough data Tagging Not enough data Not enough data Customer Service Analytics Not enough data Not enough data Assignment Management Not enough data Not enough data Email Templates Not enough data Not enough data Customizable Reports Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Forms Management Not enough data Not enough data Contact Center Quality Assurance[Hide 43 FeaturesShow 43 Features](javascript:void(0);) Not enough data Not enough data Quality Assurance Evaluation Not enough data Not enough data Calibration Not enough data Not enough data Reports Not enough data Not enough data Engagement Feedback Not enough data Not enough data Dashboards Not enough data Not enough data Training Not enough data Not enough data Activity Dashboard Not enough data Not enough data Performance Third-Party Integrations Not enough data Not enough data Compliance Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Call Routing Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Customer Journey Mapping Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Queue Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Call Monitoring Not enough data Not enough data Quality Management Not enough data Not enough data Customer Surveys Not enough data Not enough data Agent Interface Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Leaderboards Not enough data Not enough data Employee Reward Programs Not enough data Not enough data Workforce Management Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Customer Experience Management Not enough data Not enough data Predictive Dialer Not enough data Not enough data Video Conferencing Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data KPI Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data Feedback Management Not enough data Not enough data IVR Not enough data Not enough data Contact Management Not enough data Not enough data Multiple Scoring Models Not enough data Not enough data Real-Time Updates Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Recording Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Screen Recording Not enough data Not enough data Workflow Automation Not enough data Not enough data Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);) 8.7 167 Not enough data Monitoring Constant Monitoring 8.9(won by default) 145 | Verified Not enough data Timely Alerts 9.0(won by default) 150 | Verified Not enough data TIcket Accuracy 9.1(won by default) 147 | Verified Not enough data AI Monitoring 8.5(won by default) 70 Not enough data Mobile Alerts Not enough data Not enough data Email Alerts Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Management Tools Ticket Assignment 9.1(won by default) 150 | Verified Not enough data Standardization 9.0(won by default) 148 | Verified Not enough data Lifecycle Visualization 9.0(won by default) 136 | Verified Not enough data Generative AI AI Text Generation 8.0(won by default) 76 Not enough data AI Text Summarization 8.3(won by default) 74 Not enough data Generative AI Not enough data Not enough data Agentic AI - Incident Management Autonomous Task Execution 8.3(won by default) 60 Not enough data Multi-step Planning 8.4(won by default) 60 Not enough data Cross-system Integration 8.5(won by default) 59 Not enough data Adaptive Learning 8.6(won by default) 60 Not enough data Natural Language Interaction 8.6(won by default) 60 Not enough data Proactive Assistance 8.6(won by default) 60 Not enough data Decision Making 8.5(won by default) 60 Not enough data Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Alerts/Notifications Not enough data Not enough data Forms Management Not enough data Not enough data Safety Incident Management Not enough data Not enough data Compliance Management Not enough data Not enough data OSHA Compliance Not enough data Not enough data Task Management Not enough data Not enough data Single Sign On Not enough data Not enough data AI Copilot Not enough data Not enough data Disaster Recovery Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Templates Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Activity Dashboard Not enough data Not enough data Issue Management Not enough data Not enough data Communications Management Not enough data Not enough data Audit Trail Not enough data Not enough data IT Incident Management Not enough data Not enough data Audit Management Not enough data Not enough data Event Logs Not enough data Not enough data Risk Analysis Not enough data Not enough data Workflow Management Not enough data Not enough data Risk Assessment Not enough data Not enough data Incident Reporting Not enough data Not enough data Self Service Portal Not enough data Not enough data Customizable Reports Not enough data Not enough data Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Reminders Not enough data Not enough data On Call Scheduling Not enough data Not enough data Investigation Management Not enough data Not enough data Maintenance Scheduling Not enough data Not enough data Status Tracking Not enough data Not enough data Contact Center[Hide 68 FeaturesShow 68 Features](javascript:void(0);) Not enough data Not enough data Channels Voice Not enough data Not enough data Social Not enough data Not enough data Live Chat Not enough data Not enough data Mobile SMS Not enough data Not enough data Email Not enough data Not enough data Generative AI AI Text-to-Speech Not enough data Not enough data Generative AI Not enough data Not enough data Functions Call Routing Not enough data Not enough data Session Queuing Not enough data Not enough data Concurrent Calling Not enough data Not enough data Speech Analytics Not enough data Not enough data Auto Dialer Not enough data Not enough data IVR Not enough data Not enough data Inbound Screen Pop Not enough data Not enough data Persistent Data Not enough data Not enough data Predictive Dialer Not enough data Not enough data Automated Routing Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Agentic AI - Contact Center Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Social Media Integration Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Administrative Session Summary Notes Not enough data Not enough data Administrator Access Not enough data Not enough data Reporting & Dashboards Not enough data Not enough data Session Recording Not enough data Not enough data Agent Scheduling and Assignment Not enough data Not enough data Callback Scheduling Not enough data Not enough data Activity Dashboard Not enough data Not enough data Call Reporting Not enough data Not enough data Additional Functionality API Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Call Transfer Not enough data Not enough data Data Import/Export Not enough data Not enough data Call Scripting Not enough data Not enough data Interaction Tracking Not enough data Not enough data Collaboration Tools Not enough data Not enough data Call Monitoring Not enough data Not enough data Customizable Reports Not enough data Not enough data Contact Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Contact Database Not enough data Not enough data Chatbot Not enough data Not enough data Call Center Management Not enough data Not enough data Performance Management Not enough data Not enough data Call Tracking Not enough data Not enough data CRM Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Quality Management Not enough data Not enough data Agent Interface Not enough data Not enough data Queue Management Not enough data Not enough data Customer History Not enough data Not enough data Voice Mail Not enough data Not enough data Monitoring Not enough data Not enough data Call List Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Workforce Management Not enough data Not enough data Campaign Management Not enough data Not enough data AI Copilot Not enough data Not enough data Email Management Not enough data Not enough data Caller ID Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Contact Center Workforce[Hide 39 FeaturesShow 39 Features](javascript:void(0);) Not enough data 8.1 30 Workforce Management Agent Availability Not enough data 8.1(won by default) 25 Skills Management Not enough data 8.2(won by default) 25 Shift Scheduling Not enough data 8.1(won by default) 24 Agent Self-Service Not enough data 8.0(won by default) 23 Mobile Access Not enough data 7.6(won by default) 21 Service Level Agreement (SLA) Management Not enough data Not enough data Performance Management Not enough data Not enough data Queue Management Not enough data Not enough data Compliance Management Not enough data Not enough data Customer Experience Management Not enough data Not enough data Attendance Management Not enough data Not enough data Employee Management Not enough data Not enough data Time Off Management Not enough data Not enough data Administration Automation Not enough data 8.4(won by default) 25 Productivity Analysis Not enough data 8.5(won by default) 26 Dashboards Not enough data 8.1(won by default) 26 Labor Forecasting Not enough data 7.9(won by default) 23 Intraday Management Not enough data 7.9(won by default) 23 Quality Management Not enough data Not enough data Additional Functionality Performance Metrics Not enough data Not enough data Leave Tracking Not enough data Not enough data Call Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data For Call Centers Not enough data Not enough data Employee Time Tracking Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Generative AI Not enough data Not enough data Activity Monitoring Not enough data Not enough data Reporting/Analytics Not enough data Not enough data API Not enough data Not enough data Call Recording Not enough data Not enough data Approval Process Control Not enough data Not enough data Skills Tracking Not enough data Not enough data Activity Tracking Not enough data Not enough data Variable Workforce Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Employee Database Not enough data Not enough data Online Time Clock Not enough data Not enough data Agent Interface Not enough data Not enough data Conversational Support[Hide 10 FeaturesShow 10 Features](javascript:void(0);) Not enough data 8.6 10 Conversational Platform Personalization Not enough data 8.8(won by default) 8 Omnichannel Not enough data 8.8(won by default) 7 Contextual Engagement Not enough data 9.0(won by default) 7 Proactive Engagement Not enough data 8.8(won by default) 7 Support Automation Intelligent Routing Not enough data 8.6(won by default) 7 Seamless Escalation Not enough data 9.3(won by default) 7 Transcripts Not enough data 7.9(won by default) 7 Self-Serve Support Not enough data 7.7(won by default) 8 Generative AI AI Text Generation Not enough data 8.6(won by default) 6 AI Text Summarization Not enough data 8.6(won by default) 6 Customer Service Automation[Hide 62 FeaturesShow 62 Features](javascript:void(0);) Not enough data 8.4 152 Customer Support Text Not enough data 9.0(won by default) 42 Speech Not enough data 7.5(won by default) 17 Knowledge Base Not enough data 8.7(won by default) 33 Knowledge Base Management Not enough data Not enough data Automation Ticket Resolution Not enough data 9.4(won by default) 50 Customization Not enough data 7.3(won by default) 65 Intelligent Routing Not enough data 8.8(won by default) 31 Customizable Templates Not enough data Not enough data Artificial Intelligence Learning Not enough data 8.2(won by default) 23 Language Not enough data 8.5(won by default) 17 Conversational AI Not enough data 8.0(won by default) 27 Generative AI Not enough data Not enough data Additional Functionality Workflow Management Not enough data Not enough data Interaction Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Single Sign On Not enough data Not enough data Self Service Portal Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Customer Database Not enough data Not enough data Client Portal Not enough data Not enough data Inventory Management Not enough data Not enough data Tagging Not enough data Not enough data Configurable Workflow Not enough data Not enough data Customer History Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Support Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Widgets Not enough data Not enough data Search/Filter Not enough data Not enough data Chatbot Not enough data Not enough data Email Templates Not enough data Not enough data Activity Tracking Not enough data Not enough data Feedback Management Not enough data Not enough data Real-Time Data Not enough data Not enough data API Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Website Integration Not enough data Not enough data Help Desk Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data SSL Security Not enough data Not enough data Social Media Integration Not enough data Not enough data CRM Not enough data Not enough data Chat/Messaging Not enough data Not enough data Live Chat Not enough data Not enough data AI Copilot Not enough data Not enough data Customizable Reports Not enough data Not enough data Email Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Customizable Forms Not enough data Not enough data Customer Communication Not enough data Not enough data Activity Dashboard Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Fields Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Application Management Not enough data Not enough data Communication Management Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);) Not enough data 8.5 81 Generative AI AI Text Generation Not enough data 8.5(won by default) 10 AI Text Summarization Not enough data 8.3(won by default) 9 AI Text-to-Speech Not enough data 8.5(won by default) 9 Generative AI Not enough data Not enough data Communication Pop-up Chat Not enough data 8.3(won by default) 26 | Verified Notifications Not enough data 8.8(won by default) 25 | Verified Targeted Emails Not enough data 8.5(won by default) 26 In-App Messaging Not enough data 8.3(won by default) 25 Co-Browsing Not enough data 8.2(won by default) 25 Real-Time Notifications Not enough data Not enough data Real-time Consumer-facing Chat Not enough data Not enough data Internal Use Customization 8.4(won by 0.1) 87 8.3 69 | Verified Conversation Archiving Not enough data 8.6(won by default) 25 | Verified Lead Development Not enough data 8.4(won by default) 23 Knowledge Base Not enough data 8.9(won by default) 27 Team Inbox Not enough data 8.5(won by default) 26 | Verified Customer Profiles Not enough data 8.5(won by default) 25 | Verified Additional Functionality Real-Time Analytics Not enough data Not enough data Email Management Not enough data Not enough data API Not enough data Not enough data Single Sign On Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Activity Dashboard Not enough data Not enough data Canned Responses Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Transfers/Routing Not enough data Not enough data Geotargeting Not enough data Not enough data Interaction Tracking Not enough data Not enough data CRM Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Document Storage Not enough data Not enough data Screen Sharing Not enough data Not enough data Contact Management Not enough data Not enough data Autoresponders Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Mobile Access Not enough data Not enough data AI Copilot Not enough data Not enough data Offline Form Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Support Ticket Management Not enough data Not enough data File Sharing Not enough data Not enough data Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);) Not enough data 7.6 60 Generative AI AI Text Summarization Not enough data 7.2(won by default) 23 Self-Service Experience Knowledge Base Not enough data 8.1(won by default) 50 Searchable Articles Not enough data 8.0(won by default) 45 Community Forums Not enough data 7.6(won by default) 44 Mobile Optimization Not enough data 6.7(won by default) 42 Personalization Not enough data 8.0(won by default) 46 Self-Service Platform Branding Not enough data 8.2(won by default) 47 Automation Not enough data 8.1(won by default) 46 Artificial Intelligence Not enough data 7.7(won by default) 44 Integrations Not enough data 8.2(won by default) 48 Agentic AI - Customer Self-Service Autonomous Task Execution Not enough data 6.9(won by default) 18 Multi-step Planning Not enough data 7.3(won by default) 17 Cross-system Integration Not enough data 7.5(won by default) 17 Adaptive Learning Not enough data 7.3(won by default) 17 Natural Language Interaction Not enough data 7.7(won by default) 18 Proactive Assistance Not enough data 7.5(won by default) 17 Decision Making Not enough data 7.3(won by default) 17 Social Customer Service[Hide 14 FeaturesShow 14 Features](javascript:void(0);) Not enough data 7.8 12 Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Process Mentions Not enough data Feature Not Available Tickets Not enough data 9.3(won by default) 9 Macros Not enough data 7.2(won by default) 6 Channels Email Not enough data 9.3(won by default) 7 Social Not enough data 7.8(won by default) 6 Live Chat Not enough data 7.5(won by default) 6 Phone Not enough data 7.2(won by default) 6 Text Not enough data 7.6(won by default) 7 Insight Surveys Not enough data 7.1(won by default) 7 Reporting Not enough data 6.7(won by default) 7 Visitor Activity Not enough data 7.9(won by default) 7 Help Desk Not enough data 8.3(won by default) 8 Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);) Not enough data 7.6 8 Generative AI AI Text Generation Not enough data 7.7(won by default) 8 AI Text Summarization Not enough data 7.4(won by default) 7 Enterprise Feedback Management[Hide 65 FeaturesShow 65 Features](javascript:void(0);) Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Survey Management Brand Design Consistency Not enough data Not enough data Survey Deployment Not enough data Not enough data Feedback Collection Not enough data Not enough data Device Responsiveness Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Mobile Survey Not enough data Not enough data Pulse Surveys Not enough data Not enough data Process Management Feedback Aggregation Not enough data Not enough data Trigger Alerts Not enough data Not enough data Real-Time Analysis Not enough data Not enough data Real-Time Action Not enough data Not enough data 360 Degree Feedback Not enough data Not enough data Anonymous Feedback Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Trend Analysis Not enough data Not enough data Real-Time Data Not enough data Not enough data Text Analysis Not enough data Not enough data Sentiment Analysis Not enough data Not enough data System Management Security Not enough data Not enough data System Monitoring Not enough data Not enough data SSL Security Not enough data Not enough data GPS Not enough data Not enough data Additional Functionality Customer Experience Management Not enough data Not enough data NPS of Employees Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Question Library Not enough data Not enough data CRM Not enough data Not enough data Data Visualization Not enough data Not enough data Multi-Channel Distribution Not enough data Not enough data Ratings/Reviews Not enough data Not enough data Negative Feedback Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Email Management Not enough data Not enough data Commenting/Notes Not enough data Not enough data AI Copilot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Template Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Social Media Integration Not enough data Not enough data Text Fields Not enough data Not enough data Customizable Questions Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customizable Branding Not enough data Not enough data Conditional Logic Not enough data Not enough data Website Integration Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data API Not enough data Not enough data NPS of Customers Not enough data Not enough data Multi-Language Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Segmentation Not enough data Not enough data Customer Segmentation Not enough data Not enough data Reminders Not enough data Not enough data NPS Survey Structure Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Widgets Not enough data Not enough data Customizable Templates Not enough data Not enough data Feedback Management Not enough data Not enough data Customizable Fields Not enough data Not enough data Question Branching Not enough data Not enough data IT Alerting[Hide 8 FeaturesShow 8 Features](javascript:void(0);) 8.6 26 Not enough data Generative AI AI Text Generation 8.3(won by default) 25 Not enough data Agentic AI - IT Alerting Autonomous Task Execution 8.4(won by default) 24 Not enough data Multi-step Planning 8.7(won by default) 25 Not enough data Cross-system Integration 9.0(won by default) 24 Not enough data Adaptive Learning 8.5(won by default) 24 Not enough data Natural Language Interaction 8.5(won by default) 24 Not enough data Proactive Assistance 8.7(won by default) 24 Not enough data Decision Making 8.7(won by default) 24 Not enough data Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);) 8.5 372 Not enough data Incident Management Automate Ticket Routing 8.7(won by default) 314 Not enough data Ticket Prioritization 8.8(won by default) 316 Not enough data Ticket Notifications 8.8(won by default) 330 Not enough data Knowledge Base 8.5(won by default) 282 Not enough data Knowledge Base/Ticket Integration 8.5(won by default) 276 Not enough data Real-Time Notifications Not enough data Not enough data Reporting Dashboards 8.5(won by default) 319 Not enough data Time Tracking 8.4(won by default) 302 Not enough data Surveys 8.2(won by default) 231 Not enough data Activity Tracking Not enough data Not enough data Access & Usability Mobile 8.1(won by default) 226 Not enough data Self Service 8.6(won by default) 285 Not enough data Active Directory 8.5(won by default) 236 Not enough data Multi-Channel Access 8.4(won by default) 232 Not enough data Mobile Access Not enough data Not enough data Agentic AI - Service Desk Autonomous Task Execution 8.3(won by default) 75 Not enough data Multi-step Planning 8.2(won by default) 73 Not enough data Cross-system Integration 8.4(won by default) 79 Not enough data Adaptive Learning 8.5(won by default) 73 Not enough data Natural Language Interaction 8.3(won by default) 72 Not enough data Proactive Assistance 8.5(won by default) 74 Not enough data Decision Making 8.6(won by default) 73 Not enough data Third-Party Integrations Not enough data Not enough data Additional Functionality Project Management Not enough data Not enough data Procurement Management Not enough data Not enough data CMDB Not enough data Not enough data AI Copilot Not enough data Not enough data Generative AI Not enough data Not enough data IT Risk Management Not enough data Not enough data Service Catalog Not enough data Not enough data Inventory Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Change Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Task Management Not enough data Not enough data Email Templates Not enough data Not enough data Benchmarking Not enough data Not enough data Localization Automation Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customer Support Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Release & Deployment Not enough data Not enough data Email Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Analytics Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Configuration Management Not enough data Not enough data API Not enough data Not enough data IT Asset Management Not enough data Not enough data Remote Access/Control Not enough data Not enough data Live Chat Not enough data Not enough data Customizable Reports Not enough data Not enough data Incident Management Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Customizable Templates Not enough data Not enough data Customizable Branding Not enough data Not enough data Reviews Reviewers' Company Size [![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management Small-Business(50 or fewer emp.) 19.0% Mid-Market(51-1000 emp.) 43.1% Enterprise(\> 1000 emp.) 37.9% [![ServiceNow Customer Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "ServiceNow Customer Service Management")](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow Customer Service Management Small-Business(50 or fewer emp.) 11.6% Mid-Market(51-1000 emp.) 34.2% Enterprise(\> 1000 emp.) 54.3% Small-Business (50 or fewer emp.) 19.0% 11.6% Mid-Market (51-1000 emp.) 43.1% 34.2% Enterprise (\> 1000 emp.) 37.9% 54.3% Reviewers' Industry [![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management Information Technology and Services 30.6% Computer Software 16.2% Financial Services 5.0% Internet 4.4% Telecommunications 3.1% Other 40.6% [![ServiceNow Customer Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "ServiceNow Customer Service Management")](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow Customer Service Management Information Technology and Services 33.6% Telecommunications 5.0% Financial Services 4.7% Computer Software 4.2% Consulting 3.4% Other 49.1% Alternatives **Jira Service Management Alternatives** 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