We performed a comparison between JIRA Service Management and LiveAgent based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Useful for tracking issues with development."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"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."
"Great to be able to create customized forms."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"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."
"The solution should be more formalized. It could be more user-friendly."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"They need to work on the speed of Jira."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas LiveAgent is most compared with .
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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