Top 9 Jira Service Desk alternatives and competitors for 2024
Delivering exceptional CX and IT support starts with the right tools. Explore a Jira Service Desk alternative to help make the best choice for your business.
Why you might want a Jira Service Desk alternative
Última atualização em February 7, 2024
Jira Service Desk is a service management software solution developed by Atlassian as a part of its larger IT service management (ITSM) platform, Jira Service Management. It features a multichannel ticketing system, reports and metrics, service level agreements (SLAs), and other standard features.
For all these bells and whistles, Jira Service Desk lacks integrations to truly operate as an omnichannel help desk and doesn’t natively offer ready-made features, such as live chat tools, chatbots, custom reporting options, or telephony solutions. This can potentially lead to more complexities across multiple platforms, require additional technical support to implement, and, in turn, increase your costs. Users also find that the interface isn’t easy to use—configuration can be challenging, it may entail a steep learning curve, and it lacks flexibility in some cases.
Thankfully, Jira Service Desk is not the only option for businesses looking to upgrade their IT help desk solution or customer experience software. Follow our guide to pick the alternative to Jira Service Desk that’s right for your business.
More in this guide:
- Best Jira Service Desk alternatives and competitors at a glance
- A deep dive into the top Jira Service Desk competitors and alternatives
- Frequently asked questions
- How to choose the best alternative to Jira Service Desk
Best Jira Service Desk alternatives and competitors at a glance
Our comparison chart provides quick information, like starting price, free trial length, and key features that businesses look for when choosing an alternative to Jira Service Desk.
| Jira Service Desk alternative | Starting price | Free trial | Key features |
|---|---|---|---|
| Zendesk | $19 per agent/month (billed annually) | 14 days |
|
| ServiceNow | Contact ServiceNow | Unavailable |
|
| SysAid | Contact SysAid | 30 days |
|
| Spiceworks Cloud Help Desk | Free | Not applicable |
|
| ManageEngine ServiceDesk Plus | $10 per technician/month (billed annually) | 30 days |
|
| SolarWinds Service Desk | $39 per technician/month | 30 days |
|
| HubSpot Service Hub | $0 per month (limited tools) | Unavailable |
|
| Freshdesk | $0 per month (up to 10 agents) | 14 days |
|
| Ivanti | Contact Ivanti | Available |
|
A deep dive into the top Jira Service Desk competitors and alternatives
Choosing the right IT support and CX software for your business doesn’t need to be difficult. We’ve compiled a list of the top Jira Service Desk competitors and alternatives for 2024, so you have useful information in one place.
1. Zendesk
Zendesk is a flexible support software solution that’s easy to use and quick to set up, keeping costs low. Over 160,000 businesses use Zendesk to deliver exceptional service experiences for both customers and employees.
With its unified omnichannel agent workspace, Zendesk enables agents to provide personalized service experiences across channels, including email, live chat, social media, and phone. And with AI built into the agent workspace, agents get insights such as ticket summaries, response suggestions, and user intent and sentiment information to help them deliver faster and more personalized support.
Zendesk also features AI-powered self-service to help streamline and scale knowledge management. For example, AI chatbots can leverage help center articles to offer support around the clock, while generative AI tools can create knowledge base content.
Robust reporting and analytics tools provide real-time insights to help businesses make informed decisions and improve their support operations. Additionally, the Zendesk apps and integrations marketplace allows businesses to customize the software for different use cases and connect their entire business ecosystem without the need for developers.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge management
- Workflows
- Reporting and analytics
- Apps and integrations
- SLAs and operational level agreements (OLAs)
- Help center
Pricing:
- Support Team: $19 per agent/month
- Support Professional: $55 per agent/month
- Support Enterprise: $115 per agent/month
*Plans are billed annually.
Explore more Zendesk pricing plans.
Free trial:
14 days
Take 30 seconds to start a Zendesk free trial or request a Zendesk demo.
2. ServiceNow
ServiceNow is cloud-based software used for ITSM and customer service management. It offers a centralized service portal for users to create IT service requests, report issues, and access knowledge base articles. For customer support, ServiceNow provides customer service management (CSM) tools and features like case management, self-service portals, and omnichannel support.
For IT support, ServiceNow's AI and automation functionality assists users with IT processes and customer service tasks. The software can help IT teams resolve issues, manage assets, and maintain the IT infrastructure.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge
- Workflows
- Reporting and analytics
- Apps and integrations
- IT asset tracking
- Life cycle management
Pricing:
- Contact ServiceNow
Free trial:
Unavailable
3. SysAid
SysAid is an ITSM platform for IT operations and customer service. Its capabilities range from IT asset management and incident management to performance monitoring. Some of SysAid's features include its help desk software and ticket management system to help end users resolve customer requests. SysAid offers knowledge base integrations and self-service portals, each with role-based permissions to ensure secure access.
SysAid provides a workspace for managing and tracking customer and IT tasks. It offers automation for routine processes and the creation of workflows for support desks. This includes automations for escalating customer support tickets and helping employees with tasks like password resets.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge
- Workflows
- Reporting and analytics
- Apps and integrations
- Performance monitoring
- Role-based permissions
Pricing:
- Contact SysAid
Free trial:
30 days
4. Spiceworks Cloud Help Desk
Spiceworks is a free, cloud-based help desk for customer service and IT management. It features a centralized dashboard for managing various IT tasks and a help desk ticketing system that lets IT and customer support teams manage and respond to inquiries. It boasts network and device monitoring tools, performance tracking reporting and analytics tools, and alerts and notifications features.
Spiceworks has automation capabilities like ticket routing, triggers, and automated responses. The software also features a native mobile app for its help desk system that allows users to handle requests, manage and monitor network inventory, and view vendor ratings and reviews.
Features:
- Incident management
- Workflows
- Reporting and analytics
- Apps and integrations
- Remote desktop
- Calendar scheduling
Pricing:
- Free
Free trial:
Not applicable
5. ManageEngine ServiceDesk Plus
ManageEngine is IT management software offered by Zoho. ManageEngine can help with IT help desk support, IT security, and network management. The platform's features include network monitoring, server and application management, an IT service desk, asset tracking, and security management tools. These features enable IT teams to monitor performance, resolve issues, automate tasks, manage assets, and enforce security protocols.
ManageEngine's IT service desk offers a centralized workspace for users to handle customer inquiries, incidents, and service requests. The software also allows teams to monitor and manage network devices, servers, applications, and security systems for internal IT support.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge
- Workflows
- Reporting and analytics
- Apps and integrations
- Asset management
- Project management
- Remote access
Pricing:
- Standard: $10 per technician/month
- Professional: $21 per technician/month
- Enterprise: $50 per technician/month
*Plans are billed annually.
Free trial:
30 days
6. SolarWinds Service Desk
SolarWinds Service Desk is network management and monitoring software designed to help IT support teams manage and monitor their IT infrastructure. It includes network performance monitoring, device monitoring, system management, log management, and other IT needs. These features allow IT teams to oversee network performance, identify issues, and troubleshoot problems.
SolarWinds' internal IT support and customer support capabilities include surfacing insights into network performance and alerting users to potential issues. Its reporting and analytics tools provide metrics like SLA performance, CSAT scores, ITIL processes, and ticket resolution times.
Features:
- Incident management
- Workflows
- Reporting and analytics
- Apps and integrations
- Incident, problem, and change management
- Business-based action rules
Pricing:
- Essentials: $39 per technician/month
- Advanced: $79 per technician/month
- Premier: $99 per technician/month
Free trial:
30 days
Learn about SolarWinds Service Desk for Zendesk.
7. HubSpot Service Hub
HubSpot Service Hub is a customer service and IT support platform that helps users manage customer requests. Users have a single view of customer requests and history with HubSpot’s shared email inbox, which utilizes an omnichannel ticketing system. Channels include voice, live chat, a customer portal, and messaging.
Some key features of HubSpot Service Desk include a customizable automation tool and a knowledge base for self-service. HubSpot Service Hub offers issue tracking capabilities and incident management tools for IT support, as well as customer feedback and customer survey capabilities.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge management
- Workflows
- Reporting and analytics
- Apps and integrations
- Data center discovery
- Asset management
Pricing:
- Free: $0 per month (limited tools)
- Starter: $18 per month (up to 2 users)
- Professional: $450 per month (up to 5 users)
- Enterprise: $1,200 per month (up to 10 users)
Free trial:
Unavailable
Learn about HubSpot for Zendesk.
8. Freshdesk
Freshdesk is the support desk software offered by Freshworks. Users can provide customer service across channels with Freshdesk’s omnichannel ticketing system. These channels include email, phone, live chat, social media, a web portal, and a feedback widget.
Although Freshdesk has omnichannel support capabilities, each app in its suite of tools has a different interface. That means agents who use Freshdesk, Freshservice, Freshchat, and Freshcaller must toggle between each system to access information, gather context, and respond to customers. This could potentially result in slower customer service and a negative CX.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge management
- Workflows
- Reporting and analytics
- Apps and integrations
- Team inbox
- Agent collision detection
Pricing:
- Free: $0 per month (up to 10 agents)
- Growth: $15 per agent/month
- Pro: $49 per agent/month
- Enterprise: $79 per agent/month
*Plans are billed annually.
Free trial:
14 days
9. Ivanti
Ivanti offers a suite of ITSM solutions for IT asset management, security, service management, and endpoint management. The platform integrates various IT management capabilities into a single platform.
For IT support, Ivanti provides incident management tools that enable ticketing, tracking, and resolving IT issues. Ivanti's self-service portals allow users to submit and track requests independently. Its service management features, like automation tools and customizable workflows, help users handle customer issues and requests.
Features:
- Incident management
- Omnichannel ticketing system
- AI-powered self-service and knowledge management
- Workflows
- Reporting and analytics
- Apps and integrations
Pricing:
- Contact Ivanti for a quote
Free trial:
Available
Frequently asked questions
How to choose the best alternative to Jira Service Desk
Convenient support means meeting the user where they are, and missing channels—like live chat and voice solutions—can delay the resolution process. Jira's lack of native features and omnichannel support can make it difficult for businesses to provide a seamless service experience. It can also increase costs due to the additional technical resources required to implement the software.
That’s where Zendesk can step in to be the Jira Service Desk alternative you need. Zendesk offers an agile solution with an omnichannel agent workspace so teams can provide support on any channel from day one, without developer teams. The workspace is intuitively designed so agents can move at the speed of their business. Add in our robust marketplace of more than 1,500 apps and integrations, and you can create a CX and IT support solution with that “IT” factor.
Try Zendesk today.
Zendesk vs. the rest: Compare the software
For more information on Jira competitors and alternatives, check out our guides below. Gather the data you need so you can pick the right software for your business.