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Compare Jira Service Management and Xurrent IMR 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Mid-Market (50.0% of reviews)
Entry-Level Pricing
0/agent/month
Custom
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansXurrent IMR
Star Rating
(141)4.6 out of 5
Market Segments
Mid-Market (50.0% of reviews)
Pros & Cons
Entry-Level Pricing
Custom
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket accuracy, scoring 9.1, which reviewers mention is due to its robust workflow automation and customizable ticket fields. In contrast, Zenduty scores lower at 8.8, with users noting occasional discrepancies in ticket categorization.
- Reviewers mention that Zenduty shines in quality of support, achieving a score of 9.0, with many users praising the responsiveness and expertise of their support team. Jira Service Management, while still strong at 8.4, has received feedback about slower response times during peak hours.
- G2 users highlight that Zenduty offers superior ease of setup, scoring 8.9 compared to Jira Service Management's 8.0. Users appreciate Zenduty's straightforward onboarding process, while some Jira users report a steeper learning curve due to its extensive features.
- Users on G2 indicate that Jira Service Management leads in ticket assignment capabilities, scoring 9.1. Reviewers mention its intelligent routing features that ensure tickets are assigned to the right team members based on workload and expertise, whereas Zenduty's score of 8.6 reflects a more basic assignment system.
- Reviewers mention that Zenduty has a slight edge in proactive assistance, scoring 9.3 compared to Jira Service Management's 8.6. Users appreciate Zenduty's ability to provide timely suggestions and alerts based on ongoing incidents, enhancing overall incident management.
- Users say that both products perform well in meeting requirements, with Jira Service Management scoring 8.7 and Zenduty at 8.9. However, reviewers note that Jira's extensive customization options allow for a more tailored experience, which some users find beneficial for complex workflows.
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.
Xurrent IMR
Enterprise
Custom
Single Sign-on, custom Incident priorities, SLA alerts, enterprise integrations, premium support
Free Trial
Jira Service Management
Free Trial is available
Xurrent IMR
Free Trial is available
Ratings
Meets Requirements
8.7
843
8.9
135
Ease of Use
8.2
850
8.8
138
Ease of Setup
8.0
458
8.9
120
Ease of Admin
8.0
362
9.1
69
Quality of Support
8.4
727
9.0
123
Has the product been a good partner in doing business?
8.7
339
9.3
65
Product Direction (% positive)
8.7
812
9.5
132
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
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
80
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
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
164
|
Verified
Not enough data
8.5
158
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
146
|
Verified
Not enough data
8.7
147
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
138
|
Verified
Not enough data
Functionality
9.1
158
|
Verified
Not enough data
8.8
148
Not enough data
8.7
153
|
Verified
Not enough data
8.9
151
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Not enough data
Monitoring
8.9
144
|
Verified
9.0
127
9.0
148
|
Verified
9.3
127
9.1
145
|
Verified
8.8
122
8.5
68
7.2
27
Management Tools
9.1
148
|
Verified
8.6
122
8.9
147
|
Verified
8.7
119
9.0
134
|
Verified
8.6
121
Generative AI
8.0
75
7.6
74
8.3
73
7.7
74
Agentic AI - Incident Management
8.3
59
6.9
23
8.4
59
7.2
23
8.5
58
7.5
22
8.6
59
7.0
22
8.6
59
6.8
23
8.6
59
7.0
23
8.5
59
7.4
24
Generative AI
8.2
24
Not enough data
Agentic AI - IT Alerting
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
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
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
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 Xurrent IMR are categorized as Incident Management
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Service Desk, IT Alerting, and Help Desk
Xurrent IMR 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.)
Xurrent IMR
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
31.1%
Computer Software
16.1%
Financial Services
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Computer Software
27.9%
Information Technology and Services
20.0%
Financial Services
15.7%
Hospital & Health Care
6.4%
Retail
2.9%
Other
27.1%
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
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
What is Zenduty used for?
1 Comment
Official Response from Xurrent IMR
Zenduty simplifies end-to-end incident management for engineering and DevOps teams by enhancing monitoring and minimizing incident response time. The...Read more
Xurrent IMR has no more discussions with answers
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