# 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 **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively.
- **Users say** that Track-It! offers a user-friendly interface, making it easy for new users to navigate without extensive training. Reviewers highlight its **simple design** and the ability to keep track of ticket statuses as standout features, although it may not meet all complex workflow needs.
- **According to verified reviews** , Jira Service Management shines in its integration capabilities with the Atlassian ecosystem, allowing for seamless collaboration across various tools. This integration is particularly beneficial for teams managing complex projects, as noted by users involved in large-scale digital transformations.
- **Reviewers mention** that while Track-It! is appreciated for its asset management features, it struggles with more advanced functionalities compared to Jira Service Management. Users have pointed out that Track-It! can be limiting when it comes to **customization** and **automation** options.
- **G2 reviewers highlight** the quality of support provided by Jira Service Management, which scores higher in user feedback. Users have noted that the support team is responsive and helpful, enhancing the overall experience when issues arise, whereas Track-It! has received mixed reviews regarding its support quality.
- **Users report** that Track-It! has a strong presence in the mid-market segment, making it a viable option for smaller organizations. However, Jira Service Management's broader feature set and higher satisfaction ratings make it a more compelling choice for larger enterprises looking for comprehensive IT service management solutions.



| | Jira Service Management | Track-It! | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 3.7 out of 5 | 
| **Total Reviews** | 987 | 100 | 
| **Largest Market Segment** | Mid-Market (42.9% 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 (49 reviews)
- Integrations (33 reviews)

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

### Track-It!

**Not enough data**

---
## Ratings Comparison
| Rating | Jira Service Management | Track-It! | 
|---|---|---|
  | **Meets Requirements** | 8.8 (873 reviews) | 7.8 (86 reviews) | 
  | **Ease of Use** | 8.2 (880 reviews) | 7.9 (88 reviews) | 
  | **Ease of Setup** | 8.0 (486 reviews) | 7.6 (51 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 7.9 (52 reviews) | 
  | **Quality of Support** | 8.4 (756 reviews) | 7.7 (66 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.1 (50 reviews) | 
  | **Product Direction (% positive)** | 8.7 (838 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 | 107 |
| **Track-It!** | 7.9/10 | 18 |

#### Ticket and Case Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | 8.4 (16 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (81 reviews) | 7.4 (16 reviews) ✓ Verified | 
| **Workflow** | 8.9 (87 reviews) | 8.0 (16 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (81 reviews) | 7.9 (14 reviews) | 
| **SLA Management** | 8.8 (85 reviews) | 8.3 (9 reviews) | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | 7.5 (16 reviews) | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 7.6 (15 reviews) | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | 8.2 (10 reviews) | 

#### Generative AI

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **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 | 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 (75 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 (85 reviews) | 7.7 (8 reviews) ✓ Verified | 
| **Customization ** | 8.4 (87 reviews) | 8.5 (10 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | 8.2 (10 reviews) ✓ Verified | 
| **Integration** | 8.8 (87 reviews) | 8.8 (7 reviews) ✓ Verified | 
| **Reporting** | 8.7 (86 reviews) | 7.7 (14 reviews) ✓ Verified | 
| **Dashboards** | 8.6 (84 reviews) | 7.6 (13 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **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 (161 reviews) ✓ Verified | 8.1 (8 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (173 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 (181 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 

#### Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.1 (6 reviews) ✓ Verified | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | 6.3 (5 reviews) | 
| **Asset Management** | 8.6 (145 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 (162 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (151 reviews) | 6.3 (5 reviews) | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | 7.2 (6 reviews) ✓ Verified | 
| **Automation** | 8.9 (155 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 | 166 |
| **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 (70 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 (136 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** | 8.5/10 | 369 |
| **Track-It!** | 7.4/10 | 43 |

#### Incident Management

| Feature | Jira Service Management | Track-It! | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (312 reviews) | 7.4 (36 reviews) | 
| **Ticket Prioritization** | 8.8 (315 reviews) | 7.5 (38 reviews) | 
| **Ticket Notifications** | 8.8 (329 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 (316 reviews) | 7.2 (35 reviews) | 
| **Time Tracking** | 8.4 (302 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 (282 reviews) | 7.5 (31 reviews) | 
| **Active Directory** | 8.5 (236 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 (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 (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** | 19.1% | 14.4% | 
| **Mid-Market** | 42.9% | 57.7% | 
| **Enterprise** | 38.0% | 27.8% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **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:** 30.7%

#### 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 (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 (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1201 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 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 (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)

### Alternatives to Track-It!

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6989 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 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 (3751 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 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)