Try our new research platform with insights from 80,000+ expert users

Agiloft Service Desk Suite vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
38th
Average Rating
9.6
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
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (2nd)
 

Mindshare comparison

As of November 2024, 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 11.1%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

it_user274764 - PeerSpot reviewer
Jul 20, 2015
It's customizable, can be developed easily, and free, but only up to a certain number of users.
This product has provided us with a tool to perform a successful trial with our customer and receive their stamp of approval to move beyond the trial phase. Because this product is infinitely customizable and easily developed, we are using it for other applications 60 days None This is actually…
Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…

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."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The dashboards in Jira have been the most useful feature."
"It scales well."
"Easy to use and user-friendly."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Its integration is most valuable. It is pretty open for integration."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"JIRA Service Management could include more AI features."
"There is room for improvement in the user interface and the queues."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
 

Pricing and Cost Advice

"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"It is a cheaply priced product."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"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."
"I price of JIRA Service Management is reasonable."
"The price of the solution is becoming expensive and it should be reduced."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
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?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
 

Also Known As

No data available
JIRA Service Desk
 

Learn More

 

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: October 2024.
814,649 professionals have used our research since 2012.