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Most Helpful Review
Find out what your peers are saying about HEAT Service Management vs. JIRA Service Management and other solutions. Updated: July 2021.
523,431 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"This is an excellent alternative to ServiceNow for smaller companies.""The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there.""The solution is easy to use and has a user-friendly interface"

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"This solution has helped us a great deal in project management tracking and forecasting.""What I really like about this solution, is how it manages the queues, the tickets and the routing.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.""One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.""JIRA helps integrate Kanban Board features and for this reason what it does it does well."

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Cons
"Configuration requirements are extensive, even in basic Service Desk processes.""Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much.""There's a lack of integration with other products. This needs to be improved."

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"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.""An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.""If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

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Pricing and Cost Advice
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

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"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay."

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Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
21st
out of 55 in Help Desk Software
Views
1,579
Comparisons
1,050
Reviews
3
Average Words per Review
677
Rating
7.3
2nd
out of 55 in Help Desk Software
Views
8,619
Comparisons
7,076
Reviews
18
Average Words per Review
601
Rating
7.8
Popular Comparisons
Also Known As
JIRA Service Desk
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Overview
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about HEAT Service Management
Learn more about JIRA Service Management
Sample Customers
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider19%
Government8%
Manufacturing Company6%
REVIEWERS
Computer Software Company45%
Retailer18%
Transportation Company9%
Insurance Company9%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
Company Size
No Data Available
REVIEWERS
Small Business60%
Midsize Enterprise12%
Large Enterprise28%
Find out what your peers are saying about HEAT Service Management vs. JIRA Service Management and other solutions. Updated: July 2021.
523,431 professionals have used our research since 2012.

HEAT Service Management is ranked 21st in Help Desk Software with 3 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 18 reviews. HEAT Service Management is rated 7.4, while JIRA Service Management is rated 7.8. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". HEAT Service Management is most compared with ServiceNow, Cherwell Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Zendesk Guide, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and SCSM. See our HEAT Service Management vs. JIRA Service Management report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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