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."Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"This is a flexible tool for logging and tracking issues efficiently."
"A good organizational tool."
"The visibility features are great."
"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."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Allows customized processes for our service contracts."
"The dashboards in Jira have been the most useful feature."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The solution should be more formalized. It could be more user-friendly."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Connection to other softwares could be improved."
"There are other products that are more popular."
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.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.