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JIRA Service Management vs TeamSupport comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
IT Service Management (ITSM) (2nd)
TeamSupport
Ranking in Help Desk Software
47th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 9.7%, down from 12.4% compared to the previous year. The mindshare of TeamSupport is 0.2%, up from 0.1% 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…
it_user1343835 - PeerSpot reviewer
Stable, easy to install, and cost effective, but it needs better integration and data management
It needs better integration with other tools like Jira. Better reporting and better data management are also needed. I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal. I would like more flexible reporting.

Quotes from Members

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

Pros

"It's a good experience."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"Confluence is a great tool for documentation and tracking."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"Useful for tracking issues with development."
"JSM's best feature is the integration with other Jira products."
"Great to be able to create customized forms."
"The two most valuable features are the portal and reporting."
 

Cons

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"Lacks an interface where the customer can report issues."
"There should be some AI integrations now as AI is in the picture."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"This solution lacks features for project management."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"It costs around $150 to $200 per user."
"The cost has recently increased. It might be around $20 to $25 per user license."
"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."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"The price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
8%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Find out what your peers are saying about JIRA Service Management vs. TeamSupport and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.