Helpshift vs. Jira Service Management

Jira Service Management

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Helpshift	Score 8.0 out of 10	N/A	Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.	$150 per month Issue
Jira Service Management	Score 7.9 out of 10	N/A	Jira 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

Helpshift

Jira Service Management

Editions & Modules

Starter: $150.00
per month Issue
Enterprise: Please contact Helpshift
per month Issue
Growth: Please contact Helpshift
per month Issue

Free: $0
per month
Standard: $20
per agent/per month
Premium: $40
per agent/per month
Enterprise: Contact sales team

Offerings

Pricing Offerings
Helpshift	Jira Service Management
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

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More Pricing Information

Community Pulse
	Helpshift	Jira Service Management
Considered Both Products	Helpshift Amanda de Carli Assistente de Costumer Experience Chose Helpshift Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times. Incentivized Helpful? Angel Brockbank Director of Customer Experience Chose Helpshift Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't … Incentivized Helpful? Verified User Anonymous Chose Helpshift One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that … Incentivized Helpful?	Jira Service Management Verified User Anonymous Chose Jira Service Management We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the … Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Case Management System Incentivized Helpful? Verified User Anonymous Chose Jira Service Management 1- budget 2- easy to implement and maintain 3- system is stable Incentivized Helpful? Verified User Anonymous Chose Jira Service Management It was the most complete package, requiring the lesser adjustments compared to the others, had the most options to tailor to our specific needs, and the price for the Cloud hosted version was fair. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Jira Service Management is quick, intuitive, & easy to use. Its a little more basic than some other software but thats the benefit. Most of the info that is required from an IT support & change management requires basic information to be inputted. Jira Service Management allows … Incentivized Helpful? ME Michael Eberhard Network Systems Analyst Chose Jira Service Management Jira is easier to use and holds service agents more accountable due to reporting and tracking tools that are available. It connects better with other products that other departments are using to track programming changes, etc., giving management a single pane of glass to see … Incentivized Helpful? Verified User Anonymous Chose Jira Service Management We went with this solution mainly because it was already planned to use it with the developers. Understanding the tool made us go forward with the solution as it provided everything we wanted in a project planner. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Jira is the only ticketing system we have used at my company, and it is absolutely superb. What usually was a process in the past, with lots of time to spare in between, is now updated to modern-day and makes the entire experience fluid and efficient. I know our IT department … Incentivized Helpful? Pardeep Singh Composition developer for CCM and CX Chose Jira Service Management Jira has every necessary feature, including tracking tasks and helping teams to plan tasks. You can create user stories for tasks and also can create documentation for tasks. It can easily integrate with APIs and other service platforms. You can easily assign work to anyone who … Incentivized Helpful? ZEESHAN RANA Software Engineer Chose Jira Service Management I didn't use any other services before this. I love this product. By the way I am using Bitbucket, too, which is also awesome, easy to manage versions. Incentivized Helpful? MR Mhatet Ramos PRODUCT SUPPORT TECHNICIAN Chose Jira Service Management In Jira, you can browse your own knowledge base. You can also create new widgets and filters the way you wanted it customized. I prefer JIRA over any other ticketing tool since JIRA is easy to navigate. You can create your own Dashboard. You easily can pull up the reports needed. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management I think that Jira provides a better product for the use case of our business model. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Jira is easier to set up and gets going faster. It is easier to customize to fit your needs and the Dashboard feature and added widgets really help you get the views you want to see. Other products are harder to set up, don't get going as quickly, and lack the dashboard … Incentivized Helpful? Glenn Burnside Executive Vice President of Operations & Strategy Chose Jira Service Management We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs. Incentivized Helpful? VM Viktor Mulac Information Technology System Architect Chose Jira Service Management Various intranet custom made tools, usually focused on a specific area in telco, banking, utilities, production, etc. with excellent support for general tickets and with links to company core processes Zendesk Support, Happyfox Incentivized Helpful? Meenakshi Kartheek Project Manager Chose Jira Service Management Being a past user of JIRA has helped a lot in making a decision. When I first used it, I could learn to navigate in a day's time. I knew my way through most of the functionalities. The dashboard creation was also a piece of cake. The CRM software that we used in the team was … Incentivized Helpful? Irina Danilova Marketing email coordinator Chose Jira Service Management We use Trello along the Jira Service Desk. Jira Service Desk is universal and is better for IT and specific requests (bugs), while Trello is work better for the tasks dividing on the team level. Jira Service Desk is on a higher price range than other tools, but it worth it, … Incentivized Helpful? Rob Domenico Senior Systems Administrator Chose Jira Service Management Compared to other products I have used, like, Fresh Desk Service or Manage Engine it has more features included per user and technician (others may require a license for each type). Portal setup can be integrated to the Confluence Portal for easy access to Jira for service … Incentivized Helpful? Matthew Andrien Senior Consultant Chose Jira Service Management I think JIRA Service Desk is very similar to many products out there, but for users who currently use JIRA for their projects, it makes the transition much easier and users will be able to see the progress of their ticket throughout. The price is higher than many of the other … Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Jira Service Desk has similar or equivalent features to heavyweight competitors as HP Service Manager, for a better price. The highlight of Jira Service Desk, in my opinion, is that you can customize a series of visual boards that are tremendously useful for an agile and … Incentivized Helpful? Verified User Anonymous Chose Jira Service Management I’m not aware of a direct competitor to Jira other than Asana which is more of a project management tool. For medium size companies and larger I recommend Jira. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management Unlike the 2 other alternatives, Jira is more complete. It is a bit harder to use, but because it has more customized and better functionalities. While other software can be used for almost everything, Jira works best for tech companies that need to work on agile methodologies … Incentivized Helpful? Verified User Anonymous Chose Jira Service Management I was not involved in product selection. Incentivized Helpful? Gabriel Krahn ECM Consultant Chose Jira Service Management Jira SD is between Tivoli and Service Now. In this particular case, we are using JIRA SD as the customer asked us to integrate some things with products he already had, such as Confluence, where he kept all the information we could use. Incentivized Helpful? Verified User Anonymous Chose Jira Service Management There are other systems that perform well, but we always came back to Jira. One of the reasons is that it has companion systems like Confluence that can integrate and be used with it. Another reason is Jira can be molded to be many things, not just project management. For us, … Incentivized Helpful?

Features

Helpshift

Jira Service Management

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Helpshift 6.4 Ratings 23% below category average	Jira Service Management 8.2 Ratings 1% above category average
Organize and prioritize service tickets	5.50 Ratings	7.50 Ratings
Expert directory	3.60 Ratings	9.00 Ratings
Subscription-based notifications	6.40 Ratings	10.00 Ratings
ITSM collaboration and documentation	4.50 Ratings	7.00 Ratings
Ticket creation and submission	9.10 Ratings	00 Ratings
Ticket response	9.10 Ratings	00 Ratings
Service restoration	00 Ratings	9.50 Ratings
Self-service tools	00 Ratings	7.00 Ratings
ITSM reports and dashboards	00 Ratings	7.50 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Helpshift 5.0 Ratings 44% below category average	Jira Service Management - Ratings
External knowledge base	1.00 Ratings	00 Ratings
Internal knowledge base	9.10 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Helpshift 4.5 Ratings 53% below category average	Jira Service Management - Ratings
Customer portal	5.50 Ratings	00 Ratings
IVR	2.70 Ratings	00 Ratings
Social integration	7.30 Ratings	00 Ratings
Email support	2.70 Ratings	00 Ratings
Help Desk CRM integration	4.50 Ratings	00 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	Helpshift - Ratings	Jira Service Management 10.0 Ratings 20% above category average
Configuration mangement	00 Ratings	10.00 Ratings
Asset management dashboard	00 Ratings	10.00 Ratings
Policy and contract enforcement	00 Ratings	10.00 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Helpshift - Ratings	Jira Service Management 7.2 Ratings 15% below category average
Change requests repository	00 Ratings	7.50 Ratings
Change calendar	00 Ratings	6.50 Ratings
Service-level management	00 Ratings	7.50 Ratings

Best Alternatives
	Helpshift	Jira Service Management
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.1 out of 10	ManageEngine ServiceDesk Plus Score 9.2 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Helpshift	Jira Service Management
Likelihood to Recommend	9.1 (0 ratings)	7.3 (0 ratings)
Likelihood to Renew	- (0 ratings)	10.0 (0 ratings)
Usability	9.0 (0 ratings)	8.0 (0 ratings)
Support Rating	9.1 (0 ratings)	9.1 (0 ratings)

User Testimonials
	Helpshift	Jira Service Management
Likelihood to Recommend	If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend. Incentivized Verified User Anonymous Read full review	Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up Verified User Anonymous Read full review
Pros	FAQ triggers by Google extensions customer service chat priority Amanda de Carli Assistente de Costumer Experience Read full review	Highly configurable Notification Scheme, allowing free customization on who receives notifications and when Ability to add extra features through the highly diverse Atlassian Marketplace. Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization. Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary. Incentivized Gary Smolyak Development Operations Systems Administrator Read full review
Cons	The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization). Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone. Incentivized Verified User Anonymous Read full review	Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users. The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified. It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features. Incentivized Verified User Anonymous Read full review
Usability	Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon. Incentivized Angel Brockbank Director of Customer Experience Read full review	I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features. Incentivized R PREM KUMAR Software Engineer 2 Read full review
Support Rating	The few times we've had to contact them, they were courteous and gave us the information we needed swiftly. Incentivized Verified User Anonymous Read full review	I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation. MR Mhatet Ramos PRODUCT SUPPORT TECHNICIAN Read full review
Alternatives Considered	Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't gone with Zendesk because we've heard from multiple people that their customer support was sub-standard Incentivized Angel Brockbank Director of Customer Experience Read full review	We chose Jira Service Management due to its easy integrations with the rest of the Atlassian tools, as we have also invested in those. For the price, the ability to add or remove agents, and the cost being reflected in that, it was an excellent medium for us. For the foreseeable future, I do not see us moving off this platform. Incentivized Verified User Anonymous Read full review
Return on Investment	The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift. The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools. Incentivized Verified User Anonymous Read full review	It has allowed us to take on a larger volume of work at a faster pace. We have established best practices with the tool that we have taught and sold to clients. It has allowed for further collaboration with a larger team. Incentivized Verified User Anonymous Read full review
ScreenShots		Jira Service Management Screenshots