Compare Jira Service Management and UseResponse 
At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Small-Business (40.9% of reviews)
Entry-Level Pricing
0/agent/month
$149 per 2 agents per month
Jira Service Management
Star Rating
(965)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansUseResponse
Star Rating
(22)4.5 out of 5
Market Segments
Small-Business (40.9% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
$149 per 2 agents per month
Browse all 2 pricing plansSummary
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 higher G2 Score compared to UseResponse. Users appreciate its ability to integrate seamlessly with the Atlassian suite, making it easier for both IT and non-IT teams to provide effective customer support.
- According to verified reviews, UseResponse stands out for its modular structure and user-friendly interface. Reviewers highlight the software's flexibility, allowing teams to activate or deactivate features as needed, which enhances usability and meets diverse customer needs.
- Users say that Jira Service Management offers a robust ticketing experience, with features that facilitate easy tracking of the development lifecycle and task management. This capability is particularly beneficial for teams looking to streamline their workflows and improve collaboration.
- Reviewers mention that UseResponse provides exceptional customer support, with a dedicated team that is described as friendly, competent, and fast. This level of support is a significant advantage for small businesses that may require more hands-on assistance during implementation.
- G2 reviewers highlight that while Jira Service Management has a higher overall rating, UseResponse boasts a slightly better score for ease of use and setup. Users appreciate the intuitive onboarding process of UseResponse, which helps teams get started quickly without extensive training.
- According to recent user feedback, Jira Service Management's ticket collaboration features are highly praised, with users noting the effectiveness of its tools in managing customer interactions. In contrast, while UseResponse also offers collaboration tools, some users feel they are not as comprehensive as those found in Jira Service Management.
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.
UseResponse
Enterprise Package
$149
per 2 agents per month
Solution with all enterprise features included like SLA, SSO, Business Hours, Multilingual and Multi-Forums, Premium Support, etc.
Free Trial
Jira Service Management
Free Trial is available
UseResponse
Free Trial is available
Ratings
Meets Requirements
8.7
854
8.7
21
Ease of Use
8.2
861
9.0
21
Ease of Setup
8.0
467
8.6
16
Ease of Admin
8.0
366
8.9
16
Quality of Support
8.4
737
9.3
20
Has the product been a good partner in doing business?
8.7
343
9.3
16
Product Direction (% positive)
8.7
822
9.4
21
Features by Category
Ticket and Case Management
9.0
82
8.8
14
|
Verified
9.0
80
8.7
14
|
Verified
8.9
83
8.7
14
|
Verified
8.9
79
8.8
11
8.8
80
Not enough data
8.8
80
8.9
12
|
Verified
9.2
80
8.7
13
|
Verified
8.5
77
7.9
8
|
Verified
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
9.0
13
|
Verified
8.9
80
8.6
12
|
Verified
8.3
73
8.3
9
|
Verified
8.1
71
8.6
6
|
Verified
7.9
68
Feature Not Available
Platform
8.1
83
8.2
11
|
Verified
8.4
86
8.7
13
|
Verified
8.9
87
9.4
12
|
Verified
8.8
83
8.8
8
|
Verified
8.7
83
8.6
13
|
Verified
8.7
80
8.6
13
|
Verified
Administration
8.9
166
|
Verified
Not enough data
8.5
160
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
178
|
Verified
Not enough data
Management
9.0
154
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
154
|
Verified
Not enough data
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
Feedback
Not enough data
Not enough data
Not enough data
Not enough data
Idea Sources
Not enough data
Not enough data
Not enough data
Not enough data
Idea Collection
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Idea Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Internal Use
8.4
86
8.7
13
|
Verified
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
9.3
5
Not enough data
9.3
7
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Survey Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Process Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
System Management
Not enough data
Not enough data
Not enough data
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
Not enough data
8.8
315
Not enough data
8.8
326
Not enough data
8.5
281
Not enough data
8.5
276
Not enough data
Reporting
8.5
311
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
277
Not enough data
8.5
236
Not enough data
8.4
232
Not enough data
Agentic AI - Service Desk
8.2
75
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 UseResponse are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
UseResponse is categorized as Idea Management, Live Chat, Enterprise Feedback Management, Customer Self-Service, and Digital Customer Service Platforms
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
UseResponse
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
30.9%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.5%
Information Technology and Services
31.8%
Financial Services
9.1%
Computer Software
9.1%
Shipbuilding
4.5%
Semiconductors
4.5%
Other
40.9%
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
UseResponse has no discussions with answers
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