JIRA Service Management and LiveAgent compete in customer support and service management. JIRA Service Management has an advantage in robust integration and automation features, while LiveAgent leads in customer communication and intuitive interface.
Features: JIRA Service Management offers strong integration with development tools, automation capabilities, and IT service management adaptability. LiveAgent provides multi-channel communication support, a seamless customer interaction experience, and prioritizes direct engagement methods.
Ease of Deployment and Customer Service: JIRA Service Management provides both cloud and on-premises options with substantial support, albeit with a steeper learning curve. LiveAgent ensures quicker, cloud-based deployment and offers extensive guides for onboarding, standing out in responsiveness.
Pricing and ROI: JIRA Service Management has a scalable pricing model that is potentially costly but delivers significant value for IT operations. LiveAgent has a straightforward pricing structure with lower entry costs, offering cost-effective benefits for businesses focused on communication efficiency.
We used Jira's free version for some time.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
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