Jira Service Desk Expert Review, Pricing, Alternatives - 2021

Listed in our research about the Top IT Help Desk Ticketing Systems

Huda Idris, Jan 06, 2022
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Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.

What's Inside

Jira Service Desk Review

Created by Atlassian, Jira Service Management is a collaborative IT service management (ITSM) solution that enables your support team to create multiple projects to track and handle customer support requests and incidents.

Jira Service Desk Customers

Dominos, Square, Puppet, Twitter, Airbnb, Square, Sotheby’s, The Telegraph.

Jira Service Desk Resources

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Key Jira Service Desk Features

  • Shared inbox
  • Request management
  • Incident management
  • Change management
  • Asset management
  • Configuration management
  • Knowledge management
  • Mobile access

Jira Service Desk Implementation

Jira Service Management is cloud-based which makes it fairly easy to implement. To get started, head to Jira Service Management’s page and click the Get it free button. This will take you to a page where you can create an account and start using the platform.

Jira Service Desk Customer Success

Jira has a help center with articles, tutorials and technical documentation for customers to self-serve. Customers can also submit a support request if further help is needed.

Jira Service Desk Key Integrations

Jira integrates seamlessly with Confluence, Atlassian’s own knowledge management solution where you can keep help articles and documentation for both your customers and agents to access 24/7. Besides that, there are also over 1,000 trusted 3rd party tools on Atlassian’s Marketplace that Jira can integrate with.

What to be aware of

Jira Service Desk Pricing

Jira Service Management offers a three-tiered pricing structure with its Free, Standard, and Premium plans. The Free plan offers access to a good number of the platform’s features and is capped at three agent accounts. The Standard and Premium plans start at $10 and $40 per agent per month and can be trialed for up to 7 days for free. Visiting Jira Service Management’s pricing page for more information.

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Jira Service Desk Alternatives

Help Desk Ticketing Systems - FreshdeskFreshdesk

Scalable support solution

Help Desk Ticketing Systems - ZendeskZendesk

Best known support software

Help Desk Ticketing Systems - FreshserviceFreshservice

A user-friendly ITSM

Help Desk Ticketing Systems - ServiceDesk PlusServiceDesk Plus

Full-stack ITSM suite

Help Desk Ticketing Systems - LiveAgentLiveAgent

Affordable and easy to use

Help Desk Ticketing Systems - Zoho DeskZoho Desk

Great affordable option

Help Desk Ticketing Systems - SpiceworksSpiceworks

Free of charge

Help Desk Ticketing Systems - KayakoKayako

Customer journey features

Help Desk Ticketing Systems - HappyFoxHappyFox

Highly customizable

Help Desk Ticketing Systems - Jira Service ManagementJira Service Desk

Big integration marketplace

Help Desk Ticketing Systems - SolarWinds Service DeskSolarWinds

Wide feature set

Help Desk Ticketing Systems - JitBitJitBit

Set up in seconds

Jira Service Desk Alternatives

Freshdesk is a scalable solution for companies of any size. It packs strong features, including one for gamification to encourage agents to improve their output.
Zendesk is arguably the most well-known customer support software available today. Among its features are integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.
Like most products within the Freshworks Inc. family, Freshservice is a robust, comprehensive, and easy-to-use product with a very intuitive interface.
ServiceDesk Plus is a very comprehensive ITSM solution that’s trusted by some of the thousands of businesses, including 9/10 of Fortune 100 companies.
LiveAgent is a simple customer support solution. Their native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously.
Zoho is a provider of all sorts of business solutions that are affordable yet on par with the market’s leading offerings. Zoho Projects exemplifies this, being a feature-rich project management product that’s robust, intuitive, and budget friendly.
JitBit is a provider of both self-hosted and cloud-based help desk ticketing solutions that are feature-rich, easy to use and very friendly to third-party integrations.
Created by Atlassian, Jira Service Management is a fantastic customer service solution with thousands of integrations, ensuring it can fit well in any tech stack.
Geared mostly towards medium and large companies, HappyFox is a customer support solution that's highly customizable, easy to use and quick to set.
With standout features such as customer journeys and collaboration, Kayako is a great choice for companies of all sizes to gain better context about customers.
SolarWinds Service Desk has one of the widest feature sets in IT service management, complete with a 30 day free trial to ensure you like it before you buy.
Spiceworks is perhaps the only vendor in this space to offer both cloud-based and on-premise versions of their help desk ticketing system, completely free of charge.