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JIRA Service Management vs TeamSupport comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (2nd)
TeamSupport
Ranking in Help Desk Software
45th
Average Rating
7.0
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.1%, down from 12.1% compared to the previous year. The mindshare of TeamSupport is 0.1%, down from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…
it_user1343835 - PeerSpot reviewer
Dec 3, 2020
Stable, easy to install, and cost effective, but it needs better integration and data management
We are using it as a technical support incident management for our external customers. We use it internally to track for incident management. We use it for the customer portal and reporting It allows us to manage our customer's incidents for trouble tickets. The two most valuable features are…

Quotes from Members

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

Pros

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"I think one of the most valuable things is that it's all integrated."
"The product is not lacking anything that a QA will want to use."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The visibility features are great."
"The customer portal with connection with our knowledge base has been most valuable."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The two most valuable features are the portal and reporting."
 

Cons

"There should be better connections with access management. They should improve the connectivity."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The pricing could be better."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"​SaaS version for large organizations (more than 2000 users) is not available."
"JSM's ability to handle large volumes of emails isn't great."
"Jira Service Management should be more user-friendly."
"The solution should be more formalized. It could be more user-friendly."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The cost has recently increased. It might be around $20 to $25 per user license."
"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."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"We need a license because we have a higher number than the free part."
"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."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"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
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
 

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: October 2024.
814,649 professionals have used our research since 2012.