JIRA Service Management and Sendbird compete in the service management and communication platform categories. JIRA Service Management has an edge for IT service management, while Sendbird excels in communication features.
Features: JIRA Service Management provides incident management, asset management, and automation, perfect for IT service environments. Sendbird stands out with real-time messaging, chat APIs, and seamless application integration.
Room for Improvement: JIRA Service Management can enhance customization, reporting, and user interface clarity. Sendbird could improve scalability, documentation, and support response times.
Ease of Deployment and Customer Service: JIRA Service Management offers straightforward deployment and robust customer support. Sendbird provides an API-driven deployment model with comprehensive support for communication feature integration.
Pricing and ROI: JIRA Service Management typically incurs higher setup costs, resulting in favorable ROI for IT environments. Sendbird offers competitive pricing, focusing on communication-driven ROI for businesses.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
The scalability is quite effective.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
We need to consider which AI tool would be most suitable for our project.
The documentation for integrating with the Flutter framework is lacking detailed information.
We used Jira's free version for some time.
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
The query language and the ability to create views of the data are very useful.
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 7.4% |
| Sendbird | 0.5% |
| Other | 92.1% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
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:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
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.”
Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.
Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.
What are Sendbird's most noteworthy features?Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.
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