# Jira Service Management vs Teamwork Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in its **ticket management** capabilities, with users praising its intuitive interface and workflow automation. One user highlighted its effectiveness in managing complex projects, stating it was instrumental during a digital transformation project involving multiple systems.
- **Users say** Teamwork Desk offers a user-friendly experience, particularly for small businesses. Reviewers appreciate its **centralized ticketing system** that allows multiple teams to manage requests efficiently, making it a great choice for organizations looking for simplicity and ease of use.
- **According to verified reviews** , Jira Service Management has a significant advantage in **integration capabilities** , particularly with the Atlassian ecosystem. Users find that this integration enhances their IT service management processes, making it a robust option for those already using Atlassian products.
- **Reviewers mention** that Teamwork Desk shines in its **automation features** , which help streamline workflows and improve efficiency. Users have noted the effectiveness of its built-in automations, which contribute to a smoother ticket management experience.
- **G2 reviewers highlight** that while both platforms have similar star ratings, Jira Service Management's higher G2 Score reflects its overall user satisfaction and reliability, especially in larger organizations. Users appreciate its **visibility and transparency** in project tracking, which helps teams stay aligned on tasks and responsibilities.
- **Users report** that Teamwork Desk's modern design and features, such as the **"Follow" feature** for ticket updates, enhance user engagement and organization. However, some users feel that it may lack the depth of features found in Jira Service Management, particularly for more complex IT service needs.



| | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 988 | 58 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Small-Business (70.7% of reviews) | 
| **Entry Level Price** | 0/agent/month   | $8.50 | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

### Teamwork Desk

Pros:
- Automation (1 reviews)
- Ease of Use (1 reviews)

Cons:
- Learning Curve (1 reviews)
- Steep Learning Curve (1 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | Teamwork Desk | 
|---|---|---|
  | **Meets Requirements** | 8.8 (875 reviews) | 8.9 (50 reviews) | 
  | **Ease of Use** | 8.3 (882 reviews) | 8.8 (52 reviews) | 
  | **Ease of Setup** | 8.0 (488 reviews) | 8.8 (27 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.9 (25 reviews) | 
  | **Quality of Support** | 8.4 (758 reviews) | 8.7 (48 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.9 (25 reviews) | 
  | **Product Direction (% positive)** | 8.7 (840 reviews) | 9.3 (52 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

### Teamwork Desk

#### Entry-Level Pricing

Plan: Starter

Price: $8.50

Description: A ticket management tool for small teams who are just getting started

Key Features:
- 10 agents
- Teamwork Projects integration
- Unlimited inboxes

[Browse all 4 editions](https://www.g2.com/products/teamwork-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **Teamwork Desk** | 8.2/10 | 43 |

#### Ticket and Case Management

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | 8.9 (42 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (81 reviews) | 8.8 (43 reviews) ✓ Verified | 
| **Workflow** | 8.9 (87 reviews) | 8.8 (42 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (81 reviews) | 9.0 (40 reviews) ✓ Verified | 
| **SLA Management** | 8.8 (85 reviews) | Feature Not Available | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | 8.6 (41 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 8.8 (41 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | 8.7 (24 reviews) ✓ Verified | 

#### Generative AI

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | 8.5 (32 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (80 reviews) | 9.1 (38 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (75 reviews) | 6.0 (8 reviews) | 
| **Social Integration** | 8.1 (71 reviews) | 5.6 (6 reviews) | 
| **Voice** | 7.9 (68 reviews) | Feature Not Available | 

#### Platform

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | 7.8 (17 reviews) ✓ Verified | 
| **Customization ** | 8.4 (87 reviews) | 7.4 (16 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | 8.9 (19 reviews) ✓ Verified | 
| **Integration** | 8.8 (87 reviews) | 8.2 (10 reviews) ✓ Verified | 
| **Reporting** | 8.7 (86 reviews) | 7.6 (31 reviews) ✓ Verified | 
| **Dashboards** | 8.6 (84 reviews) | 8.4 (34 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **Teamwork Desk** | N/A | N/A |

#### Administration

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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** | 8.7/10 | 166 |
| **Teamwork Desk** | N/A | N/A |

#### Monitoring

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | Teamwork Desk | 
|---|---|---|
| **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 | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | N/A | N/A |
| **Teamwork Desk** | 9.0/10 | 11 |

#### Generative AI

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 9.2 (11 reviews) | 
| **Searchable Articles** | Not enough data | 8.7 (10 reviews) | 
| **Community Forums** | Not enough data | Feature Not Available | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### IT Alerting

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

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **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 |
| **Teamwork Desk** | N/A | N/A |

#### Incident Management

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (314 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.8 (316 reviews) | Not enough data | 
| **Ticket Notifications** | 8.8 (329 reviews) | Not enough data | 
| **Knowledge Base** | 8.5 (282 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.5 (276 reviews) | Not enough data | 

#### Reporting

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Dashboards** | 8.5 (318 reviews) | Not enough data | 
| **Time Tracking** | 8.4 (302 reviews) | Not enough data | 
| **Surveys** | 8.2 (231 reviews) | Not enough data | 

#### Access & Usability

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | Not enough data | 
| **Self Service** | 8.6 (284 reviews) | Not enough data | 
| **Active Directory** | 8.5 (236 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.4 (232 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **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 (78 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** | 8.5 (74 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-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), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Alerting Software](https://www.g2.com/categories/it-alerting)

**Unique to Teamwork Desk (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Teamwork Desk | 
|---|---|---|
| **Small-Business** | 19.0% | 70.7% | 
| **Mid-Market** | 42.9% | 24.1% | 
| **Enterprise** | 38.0% | 5.2% | 

### 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%

#### Teamwork Desk

- **Marketing and Advertising:** 27.6%
- **Information Technology and Services:** 15.5%
- **Internet:** 8.6%
- **Computer Software:** 6.9%
- **Graphic Design:** 5.2%
- **Logistics and Supply Chain:** 5.2%
- **E-Learning:** 3.4%
- **Hospitality:** 3.4%
- **Biotechnology:** 1.7%
- **Computer Games:** 1.7%
- **Other:** 20.7%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 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 (1891 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 (751 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1209 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (965 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)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)

### Alternatives to Teamwork Desk

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7753 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3880 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 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..."

### Teamwork Desk

No discussions available for this product.

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