# Jira Service Management vs Splashtop Remote Support Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **ticket management** and **workflow automation** , making it a preferred choice for IT service management. Users appreciate its ability to create, assign, and monitor tasks seamlessly, which enhances visibility and transparency across projects.
- **Users say** that Splashtop Remote Support stands out for its **unattended access** feature, allowing IT teams to connect to devices anytime, anywhere. This flexibility is particularly valued by users who need to troubleshoot remote devices quickly and efficiently.
- **According to verified reviews** , Jira Service Management has a higher overall satisfaction score, indicating that users find it to be a more comprehensive solution for managing IT services. Reviewers highlight its integration with the Atlassian ecosystem as a significant advantage for streamlining operations.
- **Reviewers mention** that Splashtop Remote Support is easy to set up and connects quickly, which is crucial for teams needing immediate access to remote devices. This ease of use is a recurring theme in user feedback, making it a reliable choice for small businesses.
- **G2 reviewers note** that while Jira Service Management has a robust feature set, some users face challenges with configuration, which can impact their specific workflow needs. This suggests that while it offers powerful tools, the initial setup may require more effort compared to Splashtop.
- **Users highlight** that Splashtop Remote Support, despite being a solid remote access service, has faced some issues over the years. However, its reliability and straightforward functionality keep it as a favored option for small businesses looking for effective remote support solutions.



| | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 988 | 268 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Small-Business (58.1% of reviews) | 
| **Entry Level Price** | 0/agent/month   | Starting at $22.00 1 Concurrent technician seat | 

---
## Top Pros & Cons

### Jira Service Management

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

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

### Splashtop Remote Support

Pros:
- Ease of Use (56 reviews)
- Remote Access (47 reviews)

Cons:
- Remote Access Issues (15 reviews)
- Missing Features (9 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
  | **Meets Requirements** | 8.8 (875 reviews) | 9.5 (212 reviews) | 
  | **Ease of Use** | 8.3 (882 reviews) | 9.5 (212 reviews) | 
  | **Ease of Setup** | 8.0 (488 reviews) | 9.4 (183 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 9.4 (160 reviews) | 
  | **Quality of Support** | 8.4 (758 reviews) | 9.4 (172 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 9.5 (154 reviews) | 
  | **Product Direction (% positive)** | 8.7 (840 reviews) | 9.4 (198 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

### Splashtop Remote Support

#### Entry-Level Pricing

Plan: Splashtop Remote Support

Price: Starting at $22.00 1 Concurrent technician seat

Description: An easy-to-use remote support solution that delivers multi-platform support and enables quick troubleshooting and resolution

Key Features:
- Custom branding of SOS App
- Multi-to-multi monitor
- User role and access management 

[Browse all 3 editions](https://www.g2.com/products/splashtop-inc-splashtop-remote-support/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **Splashtop Remote Support** | N/A | N/A |

#### Ticket and Case Management

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | Not enough data | 
| **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | 
| **Workflow** | 8.9 (87 reviews) | Not enough data | 
| **Response Automation** | 8.9 (81 reviews) | Not enough data | 
| **SLA Management** | 8.8 (85 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 (78 reviews) | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (54 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **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 | Splashtop Remote Support | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | Not enough data | 
| **Email to Case** | 8.9 (80 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (75 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 | Splashtop Remote Support | 
|---|---|---|
| **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 (92 reviews) | Not enough data | 
| **Integration** | 8.8 (87 reviews) | Not enough data | 
| **Reporting** | 8.7 (86 reviews) | Not enough data | 
| **Dashboards** | 8.6 (84 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **Splashtop Remote Support** | N/A | N/A |

#### Administration

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.8 (181 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | Not enough data | 

#### Functionality

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.8 (151 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 | Splashtop Remote Support | 
|---|---|---|
| **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 | 166 |
| **Splashtop Remote Support** | N/A | N/A |

#### Monitoring

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 8.5 (70 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | Not enough data | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (74 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | Not enough data | 
| **Multi-step Planning** | 8.4 (60 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (59 reviews) | Not enough data | 
| **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) | Not enough data | 
| **Decision Making** | 8.5 (60 reviews) | Not enough data | 

### Remote Support

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **Splashtop Remote Support** | 8.3/10 | 89 |

#### Administration

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Screen Sharing** | Not enough data | 9.4 (77 reviews) | 
| **File Sharing** | Not enough data | 8.9 (68 reviews) | 
| **Session Recording** | Not enough data | 8.6 (61 reviews) | 
| **Unattended Remote Access** | Not enough data | 9.3 (73 reviews) | 
| **Multi - Session Handling** | Not enough data | 8.8 (60 reviews) | 
| **Multi-Monitor Support** | Not enough data | 9.0 (70 reviews) | 

#### Maintenance

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Remote Reboot** | Not enough data | 8.7 (62 reviews) | 
| **Remote Printing** | Not enough data | 7.9 (52 reviews) | 

#### Communication 

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Text Chat** | Not enough data | 8.8 (60 reviews) | 
| **VoIP** | Not enough data | 5.8 (48 reviews) | 
| **Video Conference Call** | Not enough data | 5.3 (46 reviews) | 
| **Screen Annotations** | Not enough data | 7.0 (50 reviews) | 

#### Security

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Data Encryption** | Not enough data | 8.6 (59 reviews) | 
| **Compliance** | Not enough data | 8.5 (56 reviews) | 

#### Device Support

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Mobile Device Access** | Not enough data | 8.8 (59 reviews) | 
| **Multi-Platform Support** | Not enough data | 9.2 (60 reviews) | 
| **Cross-Platform** | Not enough data | 8.8 (59 reviews) | 

#### Performance

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Reporting** | Not enough data | 7.9 (51 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **Splashtop Remote Support** | N/A | N/A |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.5/10 | 370 |
| **Splashtop Remote Support** | 7.3/10 | 80 |

#### Incident Management

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (314 reviews) | Feature Not Available | 
| **Ticket Prioritization** | 8.8 (316 reviews) | 6.6 (18 reviews) | 
| **Ticket Notifications** | 8.8 (329 reviews) | 6.9 (17 reviews) | 
| **Knowledge Base** | 8.5 (282 reviews) | 8.1 (25 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (276 reviews) | Feature Not Available | 

#### Reporting

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Dashboards** | 8.5 (318 reviews) | 8.2 (23 reviews) | 
| **Time Tracking** | 8.4 (302 reviews) | Feature Not Available | 
| **Surveys** | 8.2 (231 reviews) | Feature Not Available | 

#### Access & Usability

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 8.8 (50 reviews) | 
| **Self Service** | 8.6 (284 reviews) | Feature Not Available | 
| **Active Directory** | 8.5 (236 reviews) | 7.0 (19 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | 7.8 (20 reviews) | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (74 reviews) | 7.0 (9 reviews) | 
| **Multi-step Planning** | 8.2 (73 reviews) | 7.6 (9 reviews) | 
| **Cross-system Integration** | 8.4 (78 reviews) | 8.5 (9 reviews) | 
| **Adaptive Learning** | 8.5 (73 reviews) | 6.7 (8 reviews) | 
| **Natural Language Interaction** | 8.3 (72 reviews) | 6.7 (8 reviews) | 
| **Proactive Assistance** | 8.5 (74 reviews) | 6.5 (8 reviews) | 
| **Decision Making** | 8.6 (73 reviews) | 6.5 (8 reviews) | 

---
## Categories
**Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

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

**Unique to Splashtop Remote Support (2):** [Remote Support Software](https://www.g2.com/categories/remote-support), [Patch Management Software](https://www.g2.com/categories/patch-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Splashtop Remote Support | 
|---|---|---|
| **Small-Business** | 19.0% | 58.1% | 
| **Mid-Market** | 42.9% | 37.9% | 
| **Enterprise** | 38.0% | 4.0% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.1%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

#### Splashtop Remote Support

- **Information Technology and Services:** 22.3%
- **Computer & Network Security:** 7.0%
- **Computer Software:** 7.0%
- **Accounting:** 3.7%
- **Construction:** 3.7%
- **Hospital & Health Care:** 3.3%
- **Retail:** 2.9%
- **Higher Education:** 2.9%
- **Non-Profit Organization Management:** 2.9%
- **Telecommunications:** 2.5%
- **Other:** 41.7%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 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 (1904 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (967 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 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 (294 reviews)

### Alternatives to Splashtop Remote Support

- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (469 reviews)
- [TeamViewer](https://www.g2.com/products/teamviewer/reviews) — 4.5/5 stars (4046 reviews)
- [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews) — 4.6/5 stars (209 reviews)
- [AnyDesk](https://www.g2.com/products/anydesk/reviews) — 4.5/5 stars (1101 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4587 reviews)
- [ScreenConnect](https://www.g2.com/products/screenconnect/reviews) — 4.7/5 stars (504 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1221 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [BeyondTrust Remote Support](https://www.g2.com/products/beyondtrust-remote-support/reviews) — 4.7/5 stars (388 reviews)
- [Zoho Assist](https://www.g2.com/products/zoho-assist/reviews) — 4.7/5 stars (711 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..."

### Splashtop Remote Support

No discussions available for this product.

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