JIRA Service Management vs TOPdesk comparison

Atlassian and TOPdesk are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.2, while TOPdesk is ranked #17 with an average rating of 8.0. Atlassian holds a 7.5% mindshare in HDS, compared to TOPdesk’s 2.2% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

JIRA Service Management

Read 87 JIRA Service Management reviews

4,962 Views
3,424 Comparison Views

93% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,199 Views
959 Comparison Views

84% willing to recommend

JIRA Service Management

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and TOPdesk compete in the IT service management category. JIRA Service Management appears to have the upper hand due to its robust features and deployment flexibility.

Features: JIRA Service Management excels in customization, allowing users to tailor workflows and integrate with other systems effectively. It includes strong ticketing systems, SLA management, priority settings, and customizable dashboards. However, it lacks native asset management. In contrast, TOPdesk is highly regarded for its incident and change management capabilities and ease of use, making it suitable for organizations prioritizing straightforward ITSM solutions.

Room for Improvement: JIRA Service Management could improve its integration with email systems, user-friendliness, and reduce plugin dependency while enhancing asset management and reporting features. TOPdesk requires enhancements in reporting and chat integration and improvements in real-time functionalities. Its modularity can complicate large projects, and its system integration needs enhancement.

Ease of Deployment and Customer Service: Both JIRA Service Management and TOPdesk support on-premises and cloud deployments, but JIRA also offers hybrid cloud operations. JIRA's technical support is mixed, necessitating reliance on Atlassian partners for better service. TOPdesk provides localized support, although lacking 24/7 availability, giving JIRA an edge in deployment flexibility while TOPdesk faces challenges with regional constraints and limited global support.

Pricing and ROI: JIRA Service Management operates on a tiered pricing model, with costs rising as user numbers increase and can become expensive with add-ons. However, its subscription-based model offers high ROI due to efficiency gains. TOPdesk generally has lower pricing, making it appealing to smaller organizations. Its affordability and functionality ensure ROI by maintaining operational efficiencies, making it suitable for budget-conscious buyers.

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

Buyer's Guide

JIRA Service Management vs. TOPdesk

August 2025

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Helped 867,299 peers since 2012

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

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

TOPdesk

Ranking in Help Desk Software

17th

Ranking in IT Service Management (ITSM)

14th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 7.5%, down from 11.9% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.5%
TOPdesk	2.2%
Other	90.3%

Help Desk Software

Q&A Highlights

it_user231321

Product Manager at CACI

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

See all answers

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…

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

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

Pros

"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

"Confluence is a great tool for documentation and tracking."

"It's a good experience."

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."

"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."

"One of the valuable features is that an automatic response or action can be taken on tickets."

"Easily integrates with other tools."

More JIRA Service Management pros

"Its ITSM approach is quite useful."

"Change management is the most critical feature."

"TOPdesk is overall very stable."

"It is an easy-to-use solution."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of the solution is the ticketing feature."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

More TOPdesk pros

Cons

"The pricing could be better."

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

"Cost has prohibited us from switching entirely to this solution."

"Integration could be improved."

"There is no notification regarding language upgrades."

"I would like to see improvement in the ability to filter completed tasks."

"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."

"The support we received was not fully provided at that time."

More JIRA Service Management cons

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"It is time-consuming to add new users."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"Change management implementation, facility management, and making reservations on assets can be improved."

"An operator is also a user but requires creating two different records."

"The solution should be made more user-friendly."

More TOPdesk cons

Pricing and Cost Advice

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"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."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"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."

More JIRA Service Management pricing and cost advice

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution's pricing is reasonable and not expensive."

"The solution is inexpensive compared to competitors."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"TOPdesk's pricing is cheaper than Jira's."

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Answers from the Community

it_user231321

Product Manager at CACI

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

2 out of 12 answers

it_user214275

Server Support Analyst at a government with 51-200 employees

Apr 29, 2015

Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: http://blogs.atlassian.com/2015/01/top-5-reasons-choose-jira-service-desk-competition/ for more information. Top Desk seems to be very large such as BMC Remedy. See link: http://www.topdesk.com/us/ for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.

Read full answer

it_user221322

Commercial Account Executive at ServiceNow - The Enterprise IT Cloud Company

Apr 29, 2015

Hi Russell I don't have any experience with Jira help desk. So my help is limited Jira is an "help desk" and top desk is an service management solution. Huge difference in the two solutions. But it depends of the need which tool are best for them Good luck Br Thomas Sendt fra min iPhone

Read full answer

See all 12 answers

Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

Manufacturing Company

Educational Organization

Computer Software Company

17%

Educational Organization

10%

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	23
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

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

The price is actually reasonable.

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

Comparisons

ServiceNow vs JIRA Service Management

Compared 14% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 11% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 10% of the time

ManageEngine ServiceDesk Plus vs JIRA Service Management

Compared 9% of the time

TeamDynamix vs JIRA Service Management

Compared 3% of the time

More JIRA Service Management Competitors

ServiceNow vs TOPdesk

Compared 39% of the time

Freshdesk vs TOPdesk

Compared 12% of the time

BMC Helix ITSM vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 6% of the time

Salesforce Service Cloud vs TOPdesk

Compared 5% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

JIRA Service Management

August 2025

Download JIRA Service Management product report

Buyer's Guide

Help Desk Software

September 2025

Download TOPdesk product report

Also Known As

JIRA Service Desk

No data available

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

JIRA Service Management vs. TOPdesk

August 2025

Free Report: JIRA Service Management vs. TOPdesk

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