We performed a comparison between Agiloft Service Desk Suite and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"A good organizational tool."
"The automations will really help the company by delegating work the way your company operates."
"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."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The most valuable features are the management tools."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"We get software developed faster."
"The initial setup is straightforward."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The deployment can be a bit complex, especially for those who are not technical."
"Generally requires the purchase of additional plugins."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The performance in cloud service management could be improved."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Agiloft Service Desk Suite is rated 9.6, while JIRA Service Management is rated 8.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Agiloft Service Desk Suite is most compared with , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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