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Compare Jira Service Management and osTicket 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Small-Business (56.8% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansosTicket
Star Rating
(44)4.4 out of 5
Market Segments
Small-Business (56.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that osTicket excels in its ticket creation user experience, scoring 8.6, while Jira Service Management shines in ticket response user experience with a score of 9.2, indicating that users find it easier to respond to tickets quickly and efficiently.
- Reviewers mention that osTicket's workflow management is rated at 8.0, which is slightly lower than Jira Service Management's 8.7, suggesting that Jira offers more robust options for managing ticket workflows effectively.
- G2 users highlight that osTicket has a strong performance in SLA management with a score of 8.0, but Jira Service Management outperforms it with an 8.4, indicating better capabilities in meeting service level agreements.
- Users on G2 report that osTicket's quality of support is rated at 6.9, which is significantly lower than Jira Service Management's 8.2, suggesting that users may find more reliable support options with Jira.
- Reviewers say that osTicket's ticket collaboration features score 8.3, while Jira Service Management's collaboration features are rated at 9.1, indicating that Jira provides a more effective environment for team collaboration on tickets.
- Users mention that osTicket's integration capabilities are rated at 6.8, which is notably lower than Jira Service Management's 9.0, suggesting that Jira offers a wider range of integrations with other tools and platforms, enhancing its overall functionality.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
osTicket
No pricing availableFree Trial
Jira Service Management
Free Trial is available
osTicket
No trial information availableRatings
Meets Requirements
8.7
844
8.8
41
Ease of Use
8.2
851
8.2
41
Ease of Setup
8.0
459
8.0
29
Ease of Admin
8.0
363
8.3
29
Quality of Support
8.4
728
6.9
27
Has the product been a good partner in doing business?
8.7
340
8.4
24
Product Direction (% positive)
8.7
813
8.8
39
Features by Category
Ticket and Case Management
9.0
82
8.6
32
|
Verified
9.0
80
8.7
32
|
Verified
8.9
81
8.0
31
|
Verified
8.9
79
8.4
29
|
Verified
8.8
78
8.0
24
8.8
80
7.7
30
9.2
79
8.3
31
|
Verified
8.5
77
7.3
17
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
8.1
24
|
Verified
8.9
80
9.0
27
8.3
73
5.3
10
|
Verified
8.1
71
5.3
10
7.9
68
4.0
7
Platform
8.1
83
5.4
16
8.4
85
7.1
23
|
Verified
8.8
86
8.8
25
|
Verified
8.8
83
6.8
13
|
Verified
8.7
83
7.2
26
|
Verified
8.7
80
7.8
27
|
Verified
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
Management
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
152
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
80
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Agentic AI - AWS Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and osTicket are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
osTicket is categorized as AWS Marketplace
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
osTicket
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
22.7%
Education Management
13.6%
Computer Software
11.4%
Telecommunications
4.5%
Retail
4.5%
Other
43.2%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 Comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
What is ticket support system?
1 Comment
NO
TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. Read more
osTicket has no more discussions with answers
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