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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2021.
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Pricing and Cost Advice
"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.""The pricing is very competitive and I think that it is okay.""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."

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Questions from the Community
Top Answer: The simplicity is good for our clients. The price is good.
Top Answer: Having the ability to post attachments and easily review documents via an integrated read-only viewer would enhance user productivity and compliance.
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Ranking
Views
8,826
Comparisons
7,199
Reviews
18
Average Words per Review
550
Rating
7.8
Views
2,027
Comparisons
1,708
Reviews
0
Average Words per Review
0
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Also Known As
Service Cloud
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Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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Learn more about JIRA Service Desk
Learn more about Salesforce Service Cloud
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Top Industries
REVIEWERS
Computer Software Company33%
Retailer22%
Transportation Company11%
Insurance Company11%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
REVIEWERS
Manufacturing Company27%
Marketing Services Firm18%
Computer Software Company9%
Music Company9%
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider10%
Media Company6%
Financial Services Firm5%
Company Size
REVIEWERS
Small Business63%
Midsize Enterprise13%
Large Enterprise25%
REVIEWERS
Small Business27%
Midsize Enterprise35%
Large Enterprise38%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2021.
475,291 professionals have used our research since 2012.

JIRA Service Desk is ranked 2nd in IT Service Management (ITSM) with 19 reviews while Salesforce Service Cloud is ranked 5th in CRM Customer Engagement Centers. JIRA Service Desk is rated 7.8, while Salesforce Service Cloud is rated 0.0. The top reviewer of JIRA Service Desk writes "Customizable, stable, and integrates well". On the other hand, JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Remedyforce, IBM Maximo and Spiceworks, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Salesforce Sales Cloud, BMC Remedyforce and Vlocity.

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