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'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."
"JSM's best feature is the integration with other Jira products."
"It's easy to set up the solution."
"The stability of JIRA Service Management is good."
"Allows customized processes for our service contracts."
"Reporting and easy export to Excel spreadsheets."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"It makes the IT department more transparent and helps the employees."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Jira Service Management should be more user-friendly."
"JIRA Service Management could include more AI features."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"It is difficult to navigate if you don't have any prior knowledge."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
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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