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- iSupport Software-vs-Jira Service Management
Compare Jira Service Management and iSupport Software 
At a Glance
Market Segments
Mid-Market (40.5% of reviews)
Mid-Market (61.1% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(779)4.2 out of 5
Market Segments
Mid-Market (40.5% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansiSupport Software
Star Rating
(22)4.2 out of 5
Market Segments
Mid-Market (61.1% of reviews)
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that iSupport Software excels in ticket creation user experience with a score of 8.9, while Jira Service Management, although strong, scores slightly lower at 8.7. Reviewers mention that the intuitive interface of iSupport makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that iSupport Software's SLA Management feature is rated at 8.4, which is higher than Jira Service Management's score of 8.1. Users on G2 appreciate the clarity and effectiveness of iSupport's SLA tracking, which helps in maintaining service quality.
- Users say that iSupport Software shines in its ticket collaboration capabilities, scoring 9.1 compared to Jira Service Management's 8.5. Reviewers highlight that the collaborative tools in iSupport facilitate better communication among team members, enhancing overall productivity.
- G2 users report that iSupport Software's reporting features, with a score of 8.9, are more robust than those of Jira Service Management, which scored 8.4. Users mention that the detailed analytics and customizable reports in iSupport provide deeper insights into ticketing trends.
- Reviewers mention that iSupport Software's quality of support is rated at 8.8, outperforming Jira Service Management's 8.2. Users report that the responsiveness and helpfulness of iSupport's support team significantly enhance their experience.
- Users on G2 report that iSupport Software's automation features, scoring 8.9, are more effective than those in Jira Service Management, which scored 8.5. Reviewers say that the automation capabilities in iSupport streamline repetitive tasks, allowing teams to focus on more complex issues.
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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.
iSupport Software
No pricing availableFree Trial
Jira Service Management
Free Trial is available
iSupport Software
Free Trial is available
Ratings
Meets Requirements
8.7
677
8.9
16
Ease of Use
8.1
681
8.6
16
Ease of Setup
7.6
292
7.9
7
Ease of Admin
7.7
282
7.6
7
Quality of Support
8.3
570
8.8
16
Has the product been a good partner in doing business?
8.5
260
9.0
7
Product Direction (% positive)
8.4
651
10.0
16
Features by Category
Ticket and Case Management
9.0
27
Not enough data
9.2
25
Not enough data
8.7
27
Not enough data
8.9
25
Not enough data
8.5
24
Not enough data
8.5
26
Not enough data
9.1
26
Not enough data
8.0
24
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.6
28
Not enough data
8.5
28
Not enough data
7.9
21
Not enough data
7.8
19
Not enough data
7.5
18
Not enough data
Platform
7.7
25
Not enough data
8.2
28
Not enough data
8.3
27
Not enough data
9.0
25
Not enough data
8.4
26
Not enough data
8.2
24
Not enough data
Administration
9.0
74
|
Verified
Not enough data
8.5
68
|
Verified
Not enough data
8.9
80
|
Verified
Not enough data
Service Desk
8.9
87
|
Verified
Not enough data
9.0
86
|
Verified
Not enough data
8.9
87
|
Verified
Not enough data
Management
9.1
63
|
Verified
Not enough data
9.0
58
|
Verified
Not enough data
8.8
59
|
Verified
Not enough data
8.8
55
|
Verified
Not enough data
8.6
51
|
Verified
Not enough data
Functionality
9.1
67
|
Verified
Not enough data
9.0
59
Not enough data
8.8
64
|
Verified
Not enough data
8.9
63
|
Verified
Not enough data
Monitoring
8.9
73
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
Management Tools
9.0
77
|
Verified
Not enough data
8.9
76
|
Verified
Not enough data
9.2
65
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
219
Not enough data
8.7
226
Not enough data
8.7
236
Not enough data
8.3
192
Not enough data
8.3
189
Not enough data
Reporting
8.4
222
Not enough data
8.4
216
Not enough data
7.9
147
Not enough data
Access & Usability
7.8
143
Not enough data
8.5
191
Not enough data
8.4
154
Not enough data
8.3
150
Feature Not Available
Categories
Categories
Shared Categories
Jira Service Management and iSupport Software are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
iSupport Software has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
iSupport Software
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
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.5%
Information Technology and Services
23.8%
Education Management
9.5%
Computer Software
9.5%
Banking
9.5%
Transportation/Trucking/Railroad
4.8%
Other
42.9%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Verified User in Information Technology and Services
I feel that JIRA is not easy to navigate and search.
iSupport Software
Most Helpful Favorable Review
Nathan G.
Verified User in Higher Education
As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as...
Most Helpful Critical Review
Michael J.
Verified User in Information Technology and Services
Software can be difficult for searching and managing accessibility during Internet Explorer Upgrades. Report generation could be made better through more data mining layout and capture,.
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Nathan G.
Verified User in Higher Education
As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as...
Verified User in Information Technology and Services
I feel that JIRA is not easy to navigate and search.
Michael J.
Verified User in Information Technology and Services
Software can be difficult for searching and managing accessibility during Internet Explorer Upgrades. Report generation could be made better through more data mining layout and capture,.
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
iSupport Software has no discussions with answers
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