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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

"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."
"Easy to use and user-friendly."
"Auditing team uses this solution to track audit findings and follow-up."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"JSM's best feature is the integration with other Jira products."
"The customer portal with connection with our knowledge base has been most valuable."
"The two most valuable features are the portal and reporting."
 

Cons

"The support we received was not fully provided at that time."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The product could improve its asset management."
"I would like to see improvement in the ability to filter completed tasks."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"In-built chat is missing in JIRA Service Management."
"We faced challenges with integration for different frameworks like TestComplete."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"The pricing is free for us because we are an associate partner for the product."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"The price of JIRA Service Management could be reduced."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"It costs around $150 to $200 per user."
"We need a license because we have a higher number than the free part."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"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."
"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.
844,944 professionals have used our research since 2012.