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Compare Jira Service Management and TOPdesk 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (46.4% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(961)4.3 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansTOPdesk
Star Rating
(30)4.1 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about TOPdeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in overall user satisfaction, reflected in its significantly higher G2 Score compared to TOPdesk. Users appreciate its ease of use for both IT and non-IT teams, allowing for seamless customer support integration.
- According to verified reviews, Jira Service Management's implementation process is praised for being quick and intuitive, with users highlighting the onboarding wizard that simplifies setup. In contrast, TOPdesk, while user-friendly, has received feedback indicating that its setup can be less straightforward.
- Users say that Jira Service Management's integration with the Atlassian suite is a standout feature, enhancing its functionality and making it a preferred choice for teams already using Atlassian products. TOPdesk, however, is noted for its report generation and auto population features, which some users find particularly beneficial for daily operations.
- Reviewers mention that while both products offer solid support, TOPdesk has a slight edge in customer support availability, with users appreciating the consistent assistance they receive. Jira Service Management, however, is recognized for its robust feature set that supports a wide range of workflows.
- G2 reviewers highlight that Jira Service Management has a larger volume of reviews, indicating a more reliable consensus on its performance. This is contrasted by TOPdesk's smaller review count, which may limit the breadth of user experiences shared.
- Users report that both platforms provide effective ticketing systems, but Jira Service Management stands out with its advanced ticket prioritization and automation capabilities, which enhance efficiency. TOPdesk, while effective, is often seen as more basic in this area, focusing on essential ticketing functionalities.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
TOPdesk
No pricing availableFree Trial
Jira Service Management
Free Trial is available
TOPdesk
Free Trial is available
Ratings
Meets Requirements
8.7
851
8.5
24
Ease of Use
8.2
858
8.0
23
Ease of Setup
8.0
464
7.3
5
Ease of Admin
8.0
366
Not enough data
Quality of Support
8.4
734
8.8
20
Has the product been a good partner in doing business?
8.7
343
8.3
5
Product Direction (% positive)
8.7
820
9.5
24
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
83
Not enough data
8.9
79
Not enough data
8.8
80
Not enough data
8.8
80
Not enough data
9.2
80
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
81
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
86
Not enough data
8.9
87
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
166
|
Verified
8.8
10
|
Verified
8.5
160
|
Verified
8.3
10
|
Verified
8.9
171
|
Verified
8.8
10
|
Verified
Service Desk
8.9
177
|
Verified
8.8
10
|
Verified
8.8
177
|
Verified
8.3
10
|
Verified
8.8
178
|
Verified
8.2
10
|
Verified
Management
9.0
154
|
Verified
8.3
10
|
Verified
8.9
147
|
Verified
8.7
9
|
Verified
8.7
148
|
Verified
8.5
10
|
Verified
8.6
144
|
Verified
8.3
10
|
Verified
8.6
139
|
Verified
8.5
9
|
Verified
Functionality
9.2
159
|
Verified
9.0
10
|
Verified
8.8
149
8.0
9
8.7
154
|
Verified
8.8
10
|
Verified
8.9
154
|
Verified
8.5
10
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
81
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
307
8.8
19
8.8
315
8.4
20
8.8
325
9.1
19
8.5
281
8.6
18
8.5
276
8.1
18
Reporting
8.5
310
8.2
19
8.4
301
8.4
19
8.2
231
8.3
17
Access & Usability
8.1
227
8.6
15
8.6
277
8.8
18
8.5
236
8.8
16
8.4
232
8.0
16
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and TOPdesk are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
TOPdesk has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
TOPdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.0%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Computer Software
10.7%
Retail
7.1%
Primary/Secondary Education
7.1%
Higher Education
7.1%
Education Management
7.1%
Other
60.7%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
TOPdesk has no discussions with answers
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