# Jira Service Management vs Track-It! Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Track-It!. Users appreciate its **ease of use** for both IT and non-IT teams, making it a versatile choice for customer support.
- **According to verified reviews** , Track-It! is praised for its **user-friendly design** and simple interface, which allows users to navigate the system without extensive training. However, it struggles to keep pace with the more robust features offered by Jira Service Management.
- **Reviewers mention** that Jira Service Management's integration with the Atlassian suite is a standout feature, enhancing its functionality and making it easier to manage tasks and bugs throughout the development lifecycle. This integration is seen as a significant advantage over Track-It!
- **Users say** that while Track-It! provides valuable tools for ticket and asset management, it lacks the comprehensive reporting and analytics capabilities that Jira Service Management offers, which are crucial for informed decision-making.
- **Reviewers highlight** that Jira Service Management's support quality is notably higher, with users appreciating the responsive assistance they receive. In contrast, Track-It! has received mixed feedback regarding its support, indicating room for improvement.
- **According to recent user feedback** , Track-It! has a loyal user base that values its straightforward ticket tracking system, but the lack of recent reviews suggests it may not be evolving as quickly as Jira Service Management, which continues to receive fresh feedback and updates.



| | Jira Service Management | Track-It! | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 3.7 out of 5 | 
| **Total Reviews** | 978 | 100 | 
| **Largest Market Segment** | Mid-Market (43.2% of reviews) | Mid-Market (57.7% of reviews) | 
| **Entry Level Price** | 0/agent/month   | No pricing available | 

---
## Top Pros & Cons

### Jira Service Management

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

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

### Track-It!

**Not enough data**

---
## Ratings Comparison
| Rating | Jira Service Management | Track-It! | 
|---|---|---|
  | **Meets Requirements** | 8.7 (865 reviews) | 7.8 (86 reviews) | 
  | **Ease of Use** | 8.2 (872 reviews) | 7.9 (88 reviews) | 
  | **Ease of Setup** | 8.0 (478 reviews) | 7.6 (51 reviews) | 
  | **Ease of Admin** | 8.0 (366 reviews) | 7.9 (52 reviews) | 
  | **Quality of Support** | 8.4 (748 reviews) | 7.7 (66 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (343 reviews) | 8.1 (50 reviews) | 
  | **Product Direction (% positive)** | 8.7 (830 reviews) | 5.7 (85 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

### Track-It!

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 103 |
| **Track-It!** | 7.9/10 | 18 |

#### Ticket and Case Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (85 reviews) | 8.4 (16 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (81 reviews) | 7.4 (16 reviews) ✓ Verified | 
| **Workflow** | 8.9 (85 reviews) | 8.0 (16 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (80 reviews) | 7.9 (14 reviews) | 
| **SLA Management** | 8.8 (82 reviews) | 8.3 (9 reviews) | 
| **Attachments/Screencasts** | 8.8 (82 reviews) | 7.5 (16 reviews) | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 7.6 (15 reviews) | 
| **Customer and Contacts Database** | 8.5 (77 reviews) | 8.2 (10 reviews) | 

#### Generative AI

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

#### Agentic AI - Help Desk

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | 8.3 (11 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (80 reviews) | 8.2 (14 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (73 reviews) | 8.3 (9 reviews) | 
| **Social Integration** | 8.1 (71 reviews) | 7.7 (8 reviews) | 
| **Voice** | 7.9 (68 reviews) | 7.9 (8 reviews) | 

#### Platform

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Mobile User Support** | 8.1 (84 reviews) | 7.7 (8 reviews) ✓ Verified | 
| **Customization ** | 8.4 (86 reviews) | 8.5 (10 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (89 reviews) | 8.2 (10 reviews) ✓ Verified | 
| **Integration** | 8.8 (84 reviews) | 8.8 (7 reviews) ✓ Verified | 
| **Reporting** | 8.7 (84 reviews) | 7.7 (14 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (81 reviews) | 7.6 (13 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 204 |
| **Track-It!** | 7.7/10 | 11 |

#### Administration

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | 6.9 (8 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (160 reviews) ✓ Verified | 8.1 (8 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (171 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | 

#### Service Desk

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (179 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 

#### Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Reporting** | 9.0 (154 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.1 (6 reviews) ✓ Verified | 
| **Access Management** | 8.7 (148 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Asset Management** | 8.6 (144 reviews) ✓ Verified | 8.3 (5 reviews) ✓ Verified | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | 8.1 (6 reviews) | 

#### Functionality

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Ticketing System** | 9.2 (160 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (150 reviews) | 6.3 (5 reviews) | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | 7.2 (6 reviews) ✓ Verified | 
| **Automation** | 8.9 (154 reviews) ✓ Verified | 6.4 (6 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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 | 164 |
| **Track-It!** | N/A | N/A |

#### Monitoring

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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 (69 reviews) | Not enough data | 

#### Management Tools

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | Not enough data | 
| **Lifecycle Visualization** | 9.0 (135 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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 | Track-It! | 
|---|---|---|
| **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 | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **Track-It!** | N/A | N/A |

#### Generative AI

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

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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** | 8.4/10 | 361 |
| **Track-It!** | 7.4/10 | 43 |

#### Incident Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (308 reviews) | 7.4 (36 reviews) | 
| **Ticket Prioritization** | 8.8 (314 reviews) | 7.5 (38 reviews) | 
| **Ticket Notifications** | 8.8 (327 reviews) | 8.5 (40 reviews) | 
| **Knowledge Base** | 8.5 (281 reviews) | 6.5 (32 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | 6.8 (33 reviews) | 

#### Reporting

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Dashboards** | 8.5 (311 reviews) | 7.2 (35 reviews) | 
| **Time Tracking** | 8.4 (301 reviews) | 7.8 (29 reviews) | 
| **Surveys** | 8.2 (231 reviews) | 6.7 (24 reviews) | 

#### Access & Usability

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 6.7 (20 reviews) | 
| **Self Service** | 8.6 (281 reviews) | 7.5 (31 reviews) | 
| **Active Directory** | 8.5 (235 reviews) | 8.3 (32 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (73 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (76 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (73 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (72 reviews) | Not enough data | 
| **Proactive Assistance** | 8.4 (73 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Jira Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting)



---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | Track-It! | 
|---|---|---|
| **Small-Business** | 18.9% | 14.4% | 
| **Mid-Market** | 43.2% | 57.7% | 
| **Enterprise** | 37.9% | 27.8% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 31.0%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

#### Track-It!

- **Information Technology and Services:** 13.3%
- **Hospital & Health Care:** 6.1%
- **Higher Education:** 6.1%
- **Utilities:** 4.1%
- **Law Practice:** 4.1%
- **Retail:** 4.1%
- **Government Administration:** 4.1%
- **Insurance:** 3.1%
- **Machinery:** 3.1%
- **Computer Software:** 3.1%
- **Other:** 49.0%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1867 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1154 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (954 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4307 reviews)

### Alternatives to Track-It!

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6947 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (748 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 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)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 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..."

### Track-It!

No discussions available for this product.

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