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 SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The initial setup is easy and straightforward."
"The platform is easy to use."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The visibility features are great."
"The flow of the reports is good."
"Auditing team uses this solution to track audit findings and follow-up."
"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."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"The product could improve its asset management."
"The solution should be more formalized. It could be more user-friendly."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"I don't think the program is very scalable."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The deployment can be a bit complex, especially for those who are not technical."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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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