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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

"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Using JIRA simplifies tracking issues and updates."
"A good organizational tool."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The customer portal allows users to register tickets themselves."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The two most valuable features are the portal and reporting."
 

Cons

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."
"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)"
"The interface could be made easier to use."
"JIRA Service could benefit from improvements to its voice support."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"​SaaS version for large organizations (more than 2000 users) is not available."
"They need to work on the speed of Jira."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"We have an annual license with JIRA Service Management, but it is billed monthly."
"The price of JIRA Service Management could be reduced."
"Licensing can become quite expensive."
"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."
"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."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"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.
849,190 professionals have used our research since 2012.