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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

"​Allows customized processes for our service contracts."
"It makes the IT department more transparent and helps the employees."
"The flow of the reports is good."
"The product is not lacking anything that a QA will want to use."
"Simplicity is a key aspect. It is not hard to use."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"It helps with time management and team management of the new tasks."
"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."
"The two most valuable features are the portal and reporting."
 

Cons

"Instability happens sometimes - although not frequently."
"The deployment can be a bit complex, especially for those who are not technical."
"The support we received was not fully provided at that time."
"The interface could be made easier to use. While it is not the worst, there is still room for improvement."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"It costs around $150 to $200 per user."
"The pricing is free for us because we are an associate partner for the product."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"I price of JIRA Service Management is reasonable."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"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: March 2025.
845,040 professionals have used our research since 2012.