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JIRA Service Management vs LiveAgent comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
No ranking in other categories
LiveAgent
Ranking in Help Desk Software
33rd
Ranking in IT Service Management (ITSM)
41st
Average Rating
8.0
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (13th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.1%, down from 12.1% compared to the previous year. The mindshare of LiveAgent is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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…
OO
Nov 29, 2021
Prioritizes tasks and easily organizes messages and responses
I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

Quotes from Members

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

Pros

"The product is not lacking anything that a QA will want to use."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"It makes the IT department more transparent and helps the employees."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"The most valuable features of this solution are Incident and Request Management."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
 

Cons

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"There are other products that are more popular."
"Connection to other softwares could be improved."
 

Pricing and Cost Advice

"I price of JIRA Service Management is reasonable."
"The pricing is free for us because we are an associate partner for the product."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"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."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"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."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
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Top Industries

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

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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.
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Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Find out what your peers are saying about JIRA Service Management vs. LiveAgent and other solutions. Updated: October 2024.
814,763 professionals have used our research since 2012.