JIRA Service Management vs LinkLive comparison

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JIRA Service Management

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Executive SummaryUpdated on Dec 1, 2024

JIRA Service Management and LinkLive compete in IT service management and communication solutions. JIRA Service Management performs better in pricing and support, whereas LinkLive is favored for its feature set, offering greater value for its cost.

Features: JIRA Service Management offers workflow customization, integration capabilities, and project management support. LinkLive provides real-time communication tools, collaboration enhancements, and improved customer interaction.

Room for Improvement: JIRA Service Management could improve deployment flexibility, simplify user interface, and enhance onboarding resources. LinkLive may benefit from expanded integrations, a more intuitive setup, and broader customization options.

Ease of Deployment and Customer Service: JIRA Service Management has a robust deployment model with extensive support resources. LinkLive offers straightforward deployment with specialized support for rapid implementation.

Pricing and ROI: JIRA Service Management may incur higher upfront costs but offers significant ROI in complex projects. LinkLive has a cost-effective setup providing quicker ROI with lower deployment costs and immediate benefits.

To learn more, read our detailed JIRA Service Management vs. LinkLive Report (Updated: July 2025).

JIRA Service Management vs. LinkLive

July 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

LinkLive

Ranking in Help Desk Software

14th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (6th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 8.8%, down from 12.1% compared to the previous year. The mindshare of LinkLive is 0.2%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Karim Yousef

GB, Development Practice - Technical Director at EJADA

Efficiently track and document projects with seamless tool integration

We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

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Charles Larsen

RN Senior Director, Transfer Services at Banner Health

Provides stability with security, and the reporting helps us improve our processes

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"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."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."

"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."

"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."

"The tool's stability is very good."

"Using JIRA simplifies tracking issues and updates."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

More JIRA Service Management pros

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

"There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

Cons

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."

"Generally requires the purchase of additional plugins."

"The product does not allow customization of reports."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"I am not familiar if there's an integration with Visual Studio from Jira."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"Field addition and removal features are not very intuitive in JIRA Service Management."

More JIRA Service Management cons

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

Pricing and Cost Advice

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"The price of the solution is becoming expensive and it should be reduced."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

More JIRA Service Management pricing and cost advice

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"The pricing is fair."

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

Manufacturing Company

Government

Computer Software Company

62%

Financial Services Firm

Healthcare Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

What do you like most about Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

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Product Reports

Download JIRA Service Management product report

JIRA Service Management

August 2025

Download LinkLive product report

August 2025

Also Known As

JIRA Service Desk

Revation LinkLive

Overview

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

Atlassian

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil