TrustRadius: an HG Insights company

Help Scout vs. Jira Service Management

Save this comparison

Save this comparison

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Help Scout

    Score7.9 out of 10
    N/AHelp Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…

    $30

    per month starts with 100 contacts

    Jira Service Management

    Score7.9 out of 10
    N/AJira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…

    $0

    per month

    Pricing
    Help ScoutJira Service Management
    Editions & Modules
    Standard
    $30
    per month starts with 100 contacts
    Plus
    $90
    per month starts with 200 contacts
    Company
    Contact sales team
    Free
    $0
    per month
    Standard
    $20
    per agent/per month
    Premium
    $40
    per agent/per month
    Enterprise
    Contact sales team
    Offerings
    Pricing Offerings
    Help ScoutJira Service Management
    Free Trial
    YesYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details
    More Pricing Information
    Community Pulse
    Help ScoutJira Service Management
    Considered Both Products
    Help Scout
    Chose Help Scout
    Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs …
    Incentivized
    Atlassian
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Help ScoutJira Service Management
    Incident and problem management
    Comparison of Incident and problem management features of Help Scout and Jira Service Management
    Feature
    Help Scout
    8.8
    19 Ratings
    Jira Service Management
    8.2
    77 Ratings
    Organize and prioritize service tickets9.019 Ratings7.576 Ratings
    Subscription-based notifications10.010 Ratings10.01 Ratings
    Ticket creation and submission8.118 Ratings00 Ratings
    Ticket response8.119 Ratings00 Ratings
    Expert directory00 Ratings9.02 Ratings
    Service restoration00 Ratings9.52 Ratings
    Self-service tools00 Ratings7.070 Ratings
    ITSM collaboration and documentation00 Ratings7.063 Ratings
    ITSM reports and dashboards00 Ratings7.564 Ratings
    Self Help Community
    Comparison of Self Help Community features of Help Scout and Jira Service Management
    Feature
    Help Scout
    8.5
    17 Ratings
    Jira Service Management
    -
    Ratings
    External knowledge base9.016 Ratings00 Ratings
    Internal knowledge base8.015 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Help Scout and Jira Service Management
    Feature
    Help Scout
    8.0
    19 Ratings
    Jira Service Management
    -
    Ratings
    Email support8.019 Ratings00 Ratings
    Help Desk CRM integration8.011 Ratings00 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Help Scout and Jira Service Management
    Feature
    Help Scout
    -
    Ratings
    Jira Service Management
    10.0
    1 Ratings
    Configuration mangement00 Ratings10.01 Ratings
    Asset management dashboard00 Ratings10.01 Ratings
    Policy and contract enforcement00 Ratings10.01 Ratings
    Change management
    Comparison of Change management features of Help Scout and Jira Service Management
    Feature
    Help Scout
    -
    Ratings
    Jira Service Management
    7.2
    71 Ratings
    Change requests repository00 Ratings7.565 Ratings
    Change calendar00 Ratings6.52 Ratings
    Service-level management00 Ratings7.569 Ratings
    User Ratings
    Help ScoutJira Service Management
    Likelihood to Recommend
    7.1
    (19 ratings)
    7.3
    (78 ratings)
    Likelihood to Renew
    7.0
    (1 ratings)
    10.0
    (1 ratings)
    Usability
    10.0
    (2 ratings)
    8.0
    (3 ratings)
    Support Rating
    -
    (0 ratings)
    9.1
    (25 ratings)