Compare Jira Service Management and Zammad 
Featured Products
At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Small-Business (60.0% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(966)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansZammad
Star Rating
(10)4.5 out of 5
Market Segments
Small-Business (60.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ZammadSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Zammad. Users appreciate its seamless integration with the Atlassian suite, which enhances collaboration across teams and simplifies customer support processes.
- According to verified reviews, Jira Service Management has a robust number of recent reviews, indicating a strong and active user base. This contrasts with Zammad, which has not received any recent reviews, potentially raising concerns about its current user engagement and support.
- Users say that Jira Service Management offers an intuitive ticket creation and response experience, with many highlighting its user-friendly interface that allows both IT and non-IT teams to manage tasks effectively. In comparison, while Zammad is noted for its ease of use, some users feel it lacks the same level of sophistication in ticket management.
- Reviewers mention that Jira Service Management provides a comprehensive workflow management system, which is particularly beneficial for tracking development lifecycles and managing bugs. Zammad, while functional, has received feedback indicating that its workflow capabilities are less robust, which may limit its effectiveness for larger teams.
- Users appreciate the quality of support offered by Jira Service Management, with many noting prompt responses and helpful resources. In contrast, Zammad's support quality is less frequently mentioned, which could be a concern for potential users looking for reliable assistance.
- According to recent feedback, Zammad's open-source nature is a significant draw for users who value flexibility and customization. However, this advantage is somewhat overshadowed by Jira Service Management's overall feature richness and integration capabilities, which many users find essential for their operational needs.
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.
Zammad
No pricing availableFree Trial
Jira Service Management
Free Trial is available
Zammad
No trial information availableRatings
Meets Requirements
8.7
856
8.3
8
Ease of Use
8.2
863
9.0
8
Ease of Setup
8.0
469
Not enough data
Ease of Admin
8.0
366
Not enough data
Quality of Support
8.4
739
Not enough data
Has the product been a good partner in doing business?
8.7
343
Not enough data
Product Direction (% positive)
8.7
823
8.3
7
Features by Category
Ticket and Case Management
8.9
84
8.0
5
9.0
80
7.0
5
8.9
84
6.7
5
8.9
80
Not enough data
8.8
81
Not enough data
8.8
82
6.7
5
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
7.0
5
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
84
Not enough data
8.4
86
Not enough data
8.9
89
Not enough data
8.8
84
Not enough data
8.7
84
Not enough data
8.7
81
Not enough data
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
179
|
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
150
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
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
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
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
308
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
279
Not enough data
8.5
236
Not enough data
8.4
232
Not enough data
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.3
73
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 Zammad 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
Zammad is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zammad
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
40.4%
Information Technology and Services
20.0%
Research
10.0%
Primary/Secondary Education
10.0%
Medical Devices
10.0%
Health, Wellness and Fitness
10.0%
Other
40.0%
Alternatives
Discussions
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
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
Zammad has no discussions with answers
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