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Agiloft Service Desk Suite vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
42nd
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
85
Ranking in other categories
IT Service Management (ITSM) (2nd)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of JIRA Service Management is 10.4%, down from 12.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

MG
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."
"This is a flexible tool for logging and tracking issues efficiently."
"It scales well."
"It makes the IT department more transparent and helps the employees."
"Simplicity is a key aspect. It is not hard to use."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"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."
"The platform is easy to use."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"The product does not allow customization of reports."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"They need to work on the speed of Jira."
"Jira Service Management should be more user-friendly."
"The interface could always be updated and improved."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"There should be some AI integrations now as AI is in the picture."
 

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"It is a cheaply priced product."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The pricing is very competitive and I think that it is okay."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
While JIRA Service Management saves time, direct cost savings are challenging due to licensing fees. Currently, it costs around $150 to $200 per user, a significant expense, especially given the la...
 

Also Known As

No data available
JIRA Service Desk
 

Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Agiloft Service Desk Suite vs. JIRA Service Management and other solutions. Updated: January 2025.
832,138 professionals have used our research since 2012.