JIRA Service Management vs TOPdesk comparison

Atlassian and TOPdesk are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while TOPdesk is ranked #16 with an average rating of 7.5. Atlassian holds a 6.1% mindshare in HDS, compared to TOPdesk’s 2.0% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

JIRA Service Management

Read 89 JIRA Service Management reviews

7,157 Views
5,296 Comparison Views

93% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

2,316 Views
1,853 Comparison Views

84% willing to recommend

JIRA Service Management

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and TOPdesk compete in the IT service management category. JIRA seems to have the upper hand due to its versatility and integration capabilities, while TOPdesk stands out for its ease of use and cost efficiency.

Features: JIRA Service Management provides extensive customization options, project tracking, and integration capabilities. It supports JQL for querying and offers broad service management tools. TOPdesk is known for its user-friendly ticketing system, seamless request management, and robust reporting module, aligning with ITIL standards.

Room for Improvement: JIRA could benefit from better integration with non-Atlassian products and reduced plugin costs. Some users find its ITSM features lacking compared to ServiceNow, and its complexity can be challenging for new users. TOPdesk could improve its reporting capabilities, integration with platforms like Teams, and mobile support, as real-time reporting is currently limited.

Ease of Deployment and Customer Service: JIRA Service Management offers a variety of deployment options like public and private cloud, on-premises, and hybrid environments, with robust documentation and a strong online community. However, technical support satisfaction varies. TOPdesk also supports diverse deployment options, emphasizing simplicity, with effective support though lacking JIRA’s extensive community resources.

Pricing and ROI: JIRA Service Management offers a flexible pricing structure with costs varying based on user tiers and additional features. It's competitive but can become costly with additional users and plugins. TOPdesk is considered more affordable, especially for smaller companies, offering essential features without JIRA’s customization depth. JIRA may have higher initial costs but offers greater long-term value through integrations, while TOPdesk remains straightforward and cost-effective with solid ROI.

To learn more, read our detailed JIRA Service Management vs. TOPdesk Report (Updated: April 2026).

Buyer's Guide

JIRA Service Management vs. TOPdesk

April 2026

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Helped 886,510 peers since 2012

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

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

TOPdesk

Ranking in Help Desk Software

16th

Ranking in IT Service Management (ITSM)

15th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.1%, down from 9.3% compared to the previous year. The mindshare of TOPdesk is 2.0%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.1%
TOPdesk	2.0%
Other	91.9%

Help Desk Software

Q&A Highlights

it_user231321

Product Manager at a tech services company with 1,001-5,000 employees

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

See all answers

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

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

Pros

"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."

"Allows customized processes for our service contracts."

"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."

"The visibility features are great."

"I believe that JIRA is one of the best project management tools."

"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

"Overall, it's the best option on the market, after looking at other products."

"Everyone knows how to use it, so there's no need to teach new members."

More JIRA Service Management pros

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of this solution is the incident management module."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"TOPdesk is overall very stable."

"Its ITSM approach is quite useful."

"Technical support is great and we have not had any issues with them."

More TOPdesk pros

Cons

"JSM's ability to handle large volumes of emails isn't great."

"They need to work on the speed of Jira."

"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."

"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."

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

"There should be better connections with access management. They should improve the connectivity."

"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."

"Its UI is a bit overwhelming for new users."

More JIRA Service Management cons

"Change management implementation, facility management, and making reservations on assets can be improved."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"In some fields, it's just not good enough."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

More TOPdesk cons

Pricing and Cost Advice

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"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."

"The cost has recently increased. It might be around $20 to $25 per user license."

"We need a license because we have a higher number than the free part."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"It is a cheaply priced product."

"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."

More JIRA Service Management pricing and cost advice

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution is inexpensive compared to competitors."

"The solution's pricing is reasonable and not expensive."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"TOPdesk's pricing is cheaper than Jira's."

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Answers from the Community

it_user231321

Product Manager at a tech services company with 1,001-5,000 employees

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

2 out of 12 answers

it_user214275

Server Support Analyst at a government with 51-200 employees

Apr 29, 2015

Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: http://blogs.atlassian.com/2015/01/top-5-reasons-choose-jira-service-desk-competition/ for more information. Top Desk seems to be very large such as BMC Remedy. See link: http://www.topdesk.com/us/ for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.

Read full answer

it_user221322

Commercial Account Executive at a tech vendor with 1,001-5,000 employees

Apr 29, 2015

Hi Russell I don't have any experience with Jira help desk. So my help is limited Jira is an "help desk" and top desk is an service management solution. Huge difference in the two solutions. But it depends of the need which tool are best for them Good luck Br Thomas Sendt fra min iPhone

Read full answer

See all 12 answers

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

10%

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

See all answers

What needs improvement with JIRA Service Management?

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

ServiceNow vs JIRA Service Management

Compared 13% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% of the time

LiveAgent vs JIRA Service Management

Compared 2% of the time

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ServiceNow vs TOPdesk

Compared 17% of the time

Zendesk vs TOPdesk

Compared 5% of the time

GLPI by Teclib vs TOPdesk

Compared 5% of the time

LiveChat vs TOPdesk

Compared 5% of the time

Freshdesk vs TOPdesk

Compared 5% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

JIRA Service Management

April 2026

Download JIRA Service Management product report

Buyer's Guide

Help Desk Software

March 2026

Download TOPdesk product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

JIRA Service Management vs. TOPdesk

April 2026

Free Report: JIRA Service Management vs. TOPdesk

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