We performed a comparison between JIRA Service Management and LiveAgent based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Developing processes is easy and user-friendly."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Its integration is most valuable. It is pretty open for integration."
"Reporting and easy export to Excel spreadsheets."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Great to be able to create customized forms."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"It is difficult to navigate if you don't have any prior knowledge."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"The deployment can be a bit complex, especially for those who are not technical."
"There should be better connections with access management. They should improve the connectivity."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"SaaS version for large organizations (more than 2000 users) is not available."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Connection to other softwares could be improved."
"There are other products that are more popular."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while LiveAgent is ranked 33rd in Help Desk Software. JIRA Service Management is rated 8.2, while LiveAgent is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas LiveAgent is most compared with . See our JIRA Service Management vs. LiveAgent report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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