JIRA Service Desk - Top Competitors (Jun 2022)

Shlomi Lavi / updated: Jun 22, 2022

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JIRA Service Desk vs. Alternatives in 2023

Jira Service Management is an IT help desk software solution, and its top alternatives in this category include Spiceworks Cloud Help Desk, SysAid, ServiceNow ITSM, and Freshservice. Based on the key criteria listed below, Jira Service Management is compared to its top alternatives:

• Cloud/On-premise: Jira Service Management supports cloud and on-premise deployment. In comparison, Spiceworks Cloud Help Desk, Freshservice, and ServiceNow ITSM are fully cloud-based solutions, and SysAid has cloud and on-premise options.
• Cost: Pricing for Jira Service Management starts at $20 per user per month, and a free trial is available. In comparison, Spiceworks is a free forever platform, and Freshservice pricing starts at $19/agent/month, billed annually. SysAid and ServiceNow ITSM do not disclose their pricing details, and free trials are available on all except ServiceNow ITSM.
• Customers/Industries: Jira Service Management serves response teams, businesses, and clients in IT. In comparison, SysAid and Freshservice serve teams in education, hi-tech, healthcare, HR, manufacturing, etc.
• Functionality: Some features of the Jira Service Management platform include on-call management, incident conference calls, and knowledge management. Compared to its top competitors, Jira Service Management does not have comprehensive automation features like SysAid.
• Popularity: Jira Service Management is an Atlassian company. Atlassian is a global brand with over 7,000 employees and 200,000+ employees worldwide. In comparison, Freshservice is a Freshworks company, and Freshworks has over 50,000 clients globally. Also, top brands like Conagra Brands and the University of Maryland use ServiceNow ITSM, and over 20 million people use Spiceworks in three months.
• Scalability: Jira Service Management is a highly scalable IT service desk platform for small teams (3 users), growing teams with hundreds of agents, and enterprise teams with as many as 5,000 agents. In comparison, all the top alternatives of Jira Service Management are equally scalable software.
• Support: Clients and teams that use Jira Service Management can find support through community forums, a knowledge base, an FAQ section, and a support portal. Compared to its top alternatives, Jira Service Management does hot have a live chat support channel like SysAid or a phone channel like Freshservice.