We performed a comparison between Agiloft Service Desk Suite and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"The dashboards are nicely laid out."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The automations will really help the company by delegating work the way your company operates."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"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."
"This is the most complete and versatile enterprise task management product and issue tracker."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I'd like to update the dashboard so that more features are available."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The interface could always be updated and improved."
"There is room for improvement in support."
"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."
"In-built chat is missing in JIRA Service Management."
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 , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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