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

JIRA Service Management vs LiveAgent comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
LiveAgent
Ranking in Help Desk Software
34th
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (15th)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.4%, down from 12.2% 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

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…
DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

Quotes from Members

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

Pros

"It makes the IT department more transparent and helps the employees."
"Using JIRA simplifies tracking issues and updates."
"Useful for tracking issues with development."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"A good organizational tool."
"The customer portal allows users to register tickets themselves."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
 

Cons

"The documentation needs improving, it's difficult to find specific procedures."
"Currently lacks an asset management module that can affect deployment."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The product does not allow customization of reports."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"Cost has prohibited us from switching entirely to this solution."
"This solution lacks features for project management."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Connection to other softwares could be improved."
"There are other products that are more popular."
 

Pricing and Cost Advice

"We have paid $20,000 recently for a one-year license for our on-prem server."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"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."
"The price of JIRA Service Management could be reduced."
"The price of the solution is becoming expensive and it should be reduced."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
Information not available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
837,501 professionals have used our research since 2012.
 

Top Industries

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

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

 

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: February 2025.
837,501 professionals have used our research since 2012.