We performed a comparison between Agiloft Service Desk Suite and JIRA Service Management 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."Our customer service and productivity have increased in quality and quantity since using this product."
"The customer portal with connection with our knowledge base has been most valuable."
"The most valuable feature of this solution is that it is user-friendly."
"A good organizational tool."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"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."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"There is no notification regarding language upgrades."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I think the performance can be better."
"The pricing could be better."
Earn 20 points
Agiloft Service Desk Suite is ranked 39th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Agiloft Service Desk Suite is rated 9.6, while JIRA Service Management is rated 8.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Agiloft Service Desk Suite vs. JIRA Service Management report.
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