We performed a comparison between JIRA Service Management and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Allows customized processes for our service contracts."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Auditing team uses this solution to track audit findings and follow-up."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The visibility features are great."
"The flow of the reports is good."
"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"Integration could be improved."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"There is no notification regarding language upgrades."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"JSM's ability to handle large volumes of emails isn't great."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. JIRA Service Management is rated 8.2, while Serviceaide ChangeGear is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.