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."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"JSM's best feature is the integration with other Jira products."
"The customer portal with connection with our knowledge base has been most valuable."
"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."
"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."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Developing processes is easy and user-friendly."
"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."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"Jira Service Management should be more user-friendly."
"The product could improve its asset management."
"JIRA Service could benefit from improvements to its voice support."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"I don't think the program is very scalable."
"The initial setup is very complex."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th 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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