We performed a comparison between JIRA Service Management and LiveAgent based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The simplicity is good for our clients. The price is good."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The automations will really help the company by delegating work the way your company operates."
"Reporting and easy export to Excel spreadsheets."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The initial setup is pretty easy."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"This solution lacks features for project management."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JSM's ability to handle large volumes of emails isn't great."
"The initial setup is very complex."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"There are other products that are more popular."
"Connection to other softwares could be improved."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while LiveAgent is ranked 33rd in Help Desk Software. JIRA Service Management is rated 8.2, while LiveAgent is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas LiveAgent is most compared with . See our JIRA Service Management vs. LiveAgent report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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