We performed a comparison between JIRA Service Management and TeamSupport 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."There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"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."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"JSM's best feature is the integration with other Jira products."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The simplicity is good for our clients. The price is good."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"A good organizational tool."
"The two most valuable features are the portal and reporting."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Jira Service Management should be more user-friendly."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"There should be better connections with access management. They should improve the connectivity."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"It needs better integration with other tools like Jira."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while TeamSupport is ranked 42nd in Help Desk Software. JIRA Service Management is rated 8.2, while TeamSupport is rated 7.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas TeamSupport is most compared with . See our JIRA Service Management vs. TeamSupport report.
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