Jira Service Management vs. Spoke

Jira Service Management

Spoke

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
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
Spoke	Score 9.1 out of 10	N/A	Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.	N/A

Pricing

Jira Service Management

Spoke

Editions & Modules

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

No answers on this topic

Offerings

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

Entry-level Setup Fee

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Jira Service Management	Spoke
Considered Both Products	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?	Spoke Verified User Anonymous Chose Spoke Spoke outperforms ManageEngine Service Desk Plus on all levels. The user interface is a lot more user-friendly. Service Desk Plus did not offer any AI-driven auto-responses. They also did not offer any Slack integration which is the primary way (and preferred) that our … Incentivized Helpful? Rose Layton Strategic Technology Partner Chose Spoke Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and … Incentivized Helpful?

Features

Jira Service Management

Spoke

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Jira Service Management 8.2 Ratings 1% above category average	Spoke 8.4 Ratings 3% above category average
Organize and prioritize service tickets	7.50 Ratings	7.30 Ratings
Expert directory	9.00 Ratings	8.30 Ratings
Service restoration	9.50 Ratings	10.00 Ratings
Self-service tools	7.00 Ratings	8.60 Ratings
Subscription-based notifications	10.00 Ratings	8.40 Ratings
ITSM collaboration and documentation	7.00 Ratings	8.20 Ratings
ITSM reports and dashboards	7.50 Ratings	8.00 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	Jira Service Management 10.0 Ratings 20% above category average	Spoke 9.0 Ratings 9% above category average
Configuration mangement	10.00 Ratings	9.00 Ratings
Asset management dashboard	10.00 Ratings	00 Ratings
Policy and contract enforcement	10.00 Ratings	9.00 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Jira Service Management 7.2 Ratings 15% below category average	Spoke 8.3 Ratings 1% below category average
Change requests repository	7.50 Ratings	8.60 Ratings
Change calendar	6.50 Ratings	8.30 Ratings
Service-level management	7.50 Ratings	8.00 Ratings

Best Alternatives
	Jira Service Management	Spoke
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	ManageEngine ServiceDesk Plus Score 9.2 out of 10	ManageEngine ServiceDesk Plus Score 9.2 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Jira Service Management	Spoke
Likelihood to Recommend	7.3 (0 ratings)	8.4 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	- (0 ratings)
Usability	8.0 (0 ratings)	- (0 ratings)
Support Rating	9.1 (0 ratings)	8.0 (0 ratings)

User Testimonials
	Jira Service Management	Spoke
Likelihood to Recommend	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	With our experience, it is very well tailored to organizing our work requests to the IT dept in a very organized, user friendly fashion. The 'smart' technology allows all employees to submit a ticket within their favorite software / process (e.g. Slack vs. email) and IT can field requests in a central location. Incentivized Verified User Anonymous Read full review
Pros	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	Machine learning: Spoke learns the answers to common questions and will offer answers when people submit requests. Simple licensing: Straightforward, per-user licensing, that doesn’t require add-ons or hidden costs to use it fully. Great customer relationship: Spoke is a hands-on partner in our organization, listening to our feedback and implementing our ideas. Fast development cycle: The process, from the conception of new features to their general release, can be as short as a few weeks. Incentivized Rose Layton Strategic Technology Partner Read full review
Cons	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	I don't have any feedback for this area as the product is still very new to us. Incentivized Verified User Anonymous Read full review
Usability	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	No answers on this topic
Support Rating	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	Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide Incentivized Verified User Anonymous Read full review
Alternatives Considered	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	Spoke outperforms ManageEngine Service Desk Plus on all levels. The user interface is a lot more user-friendly. Service Desk Plus did not offer any AI-driven auto-responses. They also did not offer any Slack integration which is the primary way (and preferred) that our employees prefer to put in tickets. This alone is worth its weight in gold. Incentivized Verified User Anonymous Read full review
Return on Investment	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	Spoke has been very cost efficient, more than paying for itself in gained productivity hours. Incentivized Kristen Houston Registrar & Director of Academic Services Read full review
ScreenShots	Jira Service Management Screenshots