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JIRA Service Management vs OTRS comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Valuable Features

Sentiment score
8.2
JIRA Service Management enhances task management with customization, automation, collaboration, and comprehensive reporting for small to mid-size organizations.
No sentiment score available
 

Room For Improvement

Sentiment score
4.4
JIRA Service Management needs improvements in integration, customization, user experience, and affordability to better serve large organizations.
No sentiment score available
 

Stability Issues

Sentiment score
8.3
JIRA Service Management is stable and reliable, with minimal issues, consistently rated high for efficient project handling.
No sentiment score available
 

Scalability Issues

Sentiment score
7.9
JIRA Service Management is flexible and scalable, meeting diverse needs, though large deployments may require better infrastructure or licenses.
No sentiment score available
 

Customer Service

Sentiment score
6.8
JIRA Service Management receives mixed reviews for customer support, praised for responsiveness but hampered by time zone delays.
No sentiment score available
 

Setup Cost

Sentiment score
5.8
JIRA Service Management offers competitive pricing starting at $10-$25 per user, with volume discounts but potential cost increases.
No sentiment score available
 

Categories and Ranking

JIRA Service Management
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
79
Ranking in other categories
Help Desk Software (2nd)
OTRS
Ranking in IT Service Management (ITSM)
36th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 11.4%, down from 12.0% compared to the previous year. The mindshare of OTRS is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
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816,406 professionals have used our research since 2012.
 

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
 

Learn More

 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Information Not Available
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
816,406 professionals have used our research since 2012.