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Compare Jira Service Management and Zammad 
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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
(954)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.
- Users report that Jira Service Management excels in ticket response user experience with a score of 9.2, while Zammad falls short with a score of 7.0. Reviewers mention that the intuitive interface and quick response times in Jira enhance overall customer satisfaction.
- Reviewers mention that Jira Service Management's workflow capabilities are superior, scoring 8.7 compared to Zammad's 6.7. Users say that the ability to customize workflows in Jira allows for better alignment with business processes, making it a preferred choice for mid-market companies.
- G2 users highlight the strong performance of Jira Service Management in SLA Management with a score of 8.4, while Zammad lacks in this area. Users report that the clear visibility of SLA metrics in Jira helps teams meet their service commitments effectively.
- Users on G2 note that Zammad shines in ease of use, scoring 9.0 compared to Jira's 8.1. Reviewers mention that Zammad's straightforward setup and user-friendly interface make it particularly appealing for small businesses with limited IT resources.
- Reviewers mention that Jira Service Management offers robust reporting and analytics features, scoring 8.9, which are essential for tracking performance and making data-driven decisions. In contrast, Zammad's reporting capabilities are perceived as less comprehensive.
- Users say that Jira Service Management provides better integration options, scoring 9.0, which is crucial for teams looking to connect various tools and streamline their workflows. Zammad, while functional, does not offer the same level of integration flexibility, which can limit its utility in larger environments.
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
844
8.3
8
Ease of Use
8.2
851
9.0
8
Ease of Setup
8.0
459
Not enough data
Ease of Admin
8.0
363
Not enough data
Quality of Support
8.4
728
Not enough data
Has the product been a good partner in doing business?
8.7
340
Not enough data
Product Direction (% positive)
8.7
813
8.3
7
Features by Category
Ticket and Case Management
9.0
82
8.0
5
9.0
80
7.0
5
8.9
81
6.7
5
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
6.7
5
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
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
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
165
|
Verified
Not enough data
8.5
159
|
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
176
|
Verified
Not enough data
Management
9.0
153
|
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
152
|
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
80
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
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 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
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
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
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
Zammad has no discussions with answers
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