Jira Service Desk by Atlassian is a help desk request tracker and ticketing system. It is designed for teams that receive requests coming from other departments or customers.
The service helps these teams receive, manage, track, and resolve requests easier, from a central desk.
Jira offers very flexible and simple pricing including free trials for their different plans:
- Standard – $20/agent/month for up to 5000 agents
- Premium – $40/agent/month for up to 5000 agents licenses
- Freemium Version – $0 forever for up to 3 agents
Jira also offers a premium consulting service integration to the Service Desk.
It can be deployed on-premises or as a cloud-based SaaS.
The software is supported by Windows, Linux, or macOS operating systems.
There is also a mobile application for Apple iOS and Android.
Jira’s Pros and Cons
Jira is an good product, and probably one of the more well-known at what it does when it comes to tracking requests and tickets.
The service request system is easy to use for those daily tasks. Users can submit tickets easily from many different channels.
Their tickets can be linked to other tickets, and even associated with large projects.
- Easy issue tracking – Tracking problems easily and fast through tickets is probably the core of Jira.
- Great collaboration – The service allows multiple user collaboration on a single project. Jira also comes with extra communication tools, which enable users to forget about email.
- High customization – You can change the feel and look of the help desk center and portal.
- Amazing documentation and knowledge base – Jira Service Desk provides comprehensive documentation that guides users on how to set up and use the product and knowledge base with common problems.
- Rigid email notification system
According to many users, Jira’s email notification system cannot be fully customized. Their email notification system can get cluttered. The notifications cannot be modified per user or sent by batch.
- Complex navigation and too many features
Another pattern seen from many Jira Service Desk users is that the learning for the portal and navigation can be complicated. The portal can be too sophisticated – It also comes with many features at once (some features are even useless), which can be overwhelming. There is a lack of an intuitive and easy to use dashboard.
- Difficult to set up
The administration and configuration of the entire solution can also get complex, especially for large environments. To configure and manage the platform requires some training. For example, the out-of-the-box fields and rules can be complicated to edit or remove.
Best JIRA Service Desk Alternatives for 2020:
Jira is an great help desk product, but if you are looking for something that provides similar capabilities at a lower price or something easier to implement, keep reading.
The following list contains our favorite tools and software that can be Great Alternatives to Jira:
1. SolarWinds Service Desk
SolarWinds Service Desk is one of the most comprehensive web-based ITSM and service desk solutions.
It allows you to manage your IT assets, employee services, incidents, problems, and more.
The Service Desk solution provides a way to manage, submit, and prioritize all tickets and requests from the single service portal.
The service requests can come from multiple channels, which include email, phone calls, and even a self-service portal.
The software follows ITIL best practices so that you can resolve IT incidents faster.
It also comes with a complete knowledge-base, with a consolidated database of articles and solutions.
- Service catalog
- IT asset management
- Integration with over +200 applications
Free trial available!
SolarWinds Service Desk comes in three different editions:
- Team ($20.00)
- Business ($40.00)
- Professional ($70.00)
To get more information on prices, get a quote.
Get a fully functional 30-day free trial of SolarWinds Service Desk.
2. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT help desk software that helps deliver excellent customer service.
The software provides central control and visibility of all the IT issues and tickets.
You can manage and track all the problems throughout the entire lifecycle.
With ManageEngine ServiceDesk Plus, you can to categorize, analyze, and close problems.
These actions allow you to record the root cause and improve response times for later incidents.
End-users can submit tickets from multiple channels, like email, phone, self-serving portal.
The tool automatically creates the tickets and assigns them to a technician (or group) based on expertise.
The service does not only help you resolve tickets, but you can also manage IT projects, manage change and configuration, manage assets, and more.
The tool can be deployed on-premises or in the cloud.
- Service catalog
- CMDB (Change Management DB)
- IT Project Management
- Integrations with third-party software
- Comprehensive reports.
ManageEngine ServiceDesk Plus comes in three editions:
For information on price and license, get a quote.
Sign up to get a free trial of ServiceDesk Plus in the cloud or on-premises.
FreshService is a cloud-based ITSM software for the service desk.
Its help desk and service management are specially designed for IT operations.
The tool can also be integrated with third-party apps like Jira, GSuite, Zapier, Dropbox, AWS, and more, to allow easier service management.
With Freshservice, you can automate tasks and internal processes with the Workflow Automator.
You can automate daily tasks such as ticket assignment, followup approvals, and more.
Freshservice allows tickets from multiple channels, such as via email, a self-service portal, chat, or phone.
Freshservice's user interface is intuitive and requires little training.
It is highly customizable and can also be configured for non-IT requirements.
Freshservice offers support via email and phone.
- Incident management
- Asset management
- Release management
- Service catalog
Freshservice is available on an annual or monthly subscription basis.
Their product is available at four editions:
- Blossom ($29 /agent/month)
- Garden ($58 /agent/month)
- Estate($87 /agent/month)
- Forest ($85 /agent/month) – billed yearly.
Freshservice offers a 21-day free trial when you sign up.
Zendesk is a customer support ticket system.
It comes as a suite of various customer service and engagement products.
The Zendesk Support and element of the Zendesk Suite is an easy-to-use system for tracking, prioritizing, and resolving support tickets.
Zendesk is very flexible and great for any size of business.
You can start from one agent and support, or get a bundle of tools with more agents, or even choose from single tools, such as Guide, Chat, Talk, Sell, Explore, Gather, and Connect.
The software integrates all ticket source channels, like email, phone, messenger, chat, into a single omnichannel solution.
- Flexible ticketing system with automated workflow
- Mobile support for iPad, iPhone, and Android Apps
- More than 100 out-of-the-box integrations with third-party apps
- Advanced reporting and analytics
Zendesk has a highly flexible pricing plan.
There are various plans for Zendesk Support, starting from:
- Essential ($5 per agent/month)
- Support ($19 per agent/month)
- Professional ($49 per agent/month)
- Enterprise($99 per agent/month)
- Elite($199 per agent/month)
Start a ZenDesk free trial for a limited time by registering to ZenDesk official site.
SysAid provides cloud-based ITSM, help desk, and service desk software.
Its ITSM solution provides the ITIL (Information Technology Infrastructure Library) best practices.
You can integrate this ITSM with other tools like the Help Desk and the Asset Management into a single platform.
The SysAid Help Desk software includes essential features such as a comprehensive ticket management system, IT asset management, self-service portal, mobile device management, chat, and more.
The IT ticket management system helps you track all issues throughout their life-cycle, from the first contact to resolve.
The ticketing system includes incident management that enables you to log, process, manage, and report on issues.
- Self-service portal
- Comprehensive knowledge base
- Password Reset
- Remote Control
SysAid comes in three different editions:
- Basic (Help Desk, Ticketing, and Asset Management)
- Full (ITSM)
- A-La-Carte (features priced separately)
For more information, get a quote.
Get a 30-days Help Desk free trial.
6. Zoho Desk
Zoho Desk is a web-based context-aware help desk software.
It allows you to manage all customer support tasks from a single place.
With it, you can assign, track, resolve and create alerts for tickets created by your customers, agents, or managers.
The software comes with “Work Modes” that improve agent productivity.
It automatically organizes all the generated tickets according to due time, customer type, and more.
This categorization allows for easy ticket management and prioritization.
The tool also introduces AI, process-management, and a marketplace to improve customer service.
The new Zia is an assistant that leverages AI to enhance the efficiency of customer service teams.
- Multichannel: phone, chat, social media, and more
- AI assistant. Zia voice, dashboard, notifications, and more
- Self-service portal
- Automatic ticket assignments
- Integration and collaboration with third-party software
Zoho comes in four different editions:
- Free ($0 for up to three agents)
- Standard ($12/agent/month)
- Profesional ($20/agent/month)
- Enterprise ($35/agent/month)
All prices are based on a yearly plan.
Sign up to get the three agents for the Free plan.
7. Spiceworks Help Desk
Spiceworks Help Desk is free cloud-based software that offers IT ticket management.
The software comes with ticket monitors, alerts, custom ticket attributes, and rules.
You can also get reports with critical information such as ticket updates and their priority.
Employees or customers can submit tickets via different channels such as email or the self-service user portal.
When users submit their tickets to the portal, they can manage them, and even see their progress.
The portal can integrate with the Active Directory for easier authentication.
The Spiceworks Help Desk can also be installed on your mobile.
You can get updates on tickets and configure push notifications on your mobile phone.
- Spiceworks Help Desk Mobile App
- Multi-chanel. Self-service portal or email
- Comprehensive knowledge base
- Auto-assign help tickets
It is supported by ads.
Sign in to get free access.
8. BMC Helix ITSM (Remedy)
BMC Helix ITSM (or next-gen Remedy) is a cognitive automation software for IT service management.
It can be deployed on-premises, in any private or public cloud or hybrid environments.
BMC Helix is available for multi-channels.
Users can interact with the system through email, mobile, and social media.
The solution is cognitive.
It can perform proactive and predictive tasks, such as automation of repetitive functions, auto-classification and routing, automatic assignment according to expertise, and more.
It also provides virtual agents and chatbots to work on level one tickets.
BMC Helix also provides the chatbot, which is more than a simple knowledge base.
This chatbot lets BMC users interact with a bot and get information from articles and tutorials much faster.
- Optimized for ITIL4
- Rich reports and visualizations
- Multi-cloud and multi-device (IoT)
- Cognitive automation capabilities
- Chatbot and virtual agents
Sign up to start a BMC Helix free trial.
Jira is one of the most popular services and help-desk solutions out there. Its ticketing system is very effective, responsive, and it comes with many features.
But according to many users, the software can be challenging to learn and implement.Fortunately, there are some fantastic Jira Alternatives and Replacements out there that we've outlined above.
If you are looking for something more flexible and straightforward, grab one of the tools from above and get going! Many of them have free Trials for 30 Days to get you started immediately!
Some of the tools shown here are easier and don't need much management. They can be installed on-premises or even use them from the cloud, depending on your preferences!
A couple of them are 100% free, and others allow a couple of agents for free— which is a great option to test the waters.
Comprehensive tools like SolarWinds Service Desk, ManageEngine ServiceDesk Plus and Zoho Desk have similar capabilities as Jira, and the best thing is that they all allow free trials! Good Luck!