We performed a comparison between JIRA Service Management and LiveAgent based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboards in Jira have been the most useful feature."
"It's easy to set up the solution."
"The flow of the reports is good."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Reporting and easy export to Excel spreadsheets."
"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 can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"I would like to see improvement in the ability to filter completed tasks."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"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."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"There are other products that are more popular."
"Connection to other softwares could be improved."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while LiveAgent is ranked 33rd in Help Desk Software. JIRA Service Management is rated 8.2, while LiveAgent is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas LiveAgent is most compared with . See our JIRA Service Management vs. LiveAgent report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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