Compare Jira Service Management and TOPdesk 
At a Glance
Market Segments
Mid-Market (40.5% of reviews)
Mid-Market (44.0% 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 plansTOPdesk
Star Rating
(28)4.2 out of 5
Market Segments
Mid-Market (44.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about TOPdeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while TOPdesk also performs well but does not have a specific score listed. Reviewers mention that the intuitive interface in Jira makes it easier for teams to create and manage tickets efficiently.
- Reviewers mention that TOPdesk shines in ticket notifications, scoring 9.3 compared to Jira's 8.7. Users appreciate the timely alerts provided by TOPdesk, which help in keeping the team informed about ticket updates and changes.
- G2 users highlight that Jira Service Management offers robust automation features, scoring 8.9 in automation, while TOPdesk scores slightly lower at 8.7. Reviewers say that the automation capabilities in Jira streamline repetitive tasks, enhancing overall productivity.
- Users on G2 report that TOPdesk has a slight edge in incident management, particularly in automating ticket routing with a score of 9.0 compared to Jira's 8.7. Reviewers mention that this feature helps in efficiently directing tickets to the right teams, reducing response times.
- Reviewers mention that both products have strong reporting capabilities, with Jira scoring 9.1 and TOPdesk at 8.5. Users say that Jira's reporting tools provide comprehensive insights into ticketing trends, which aids in better decision-making.
- Users report that while both platforms offer mobile support, TOPdesk scores higher at 8.6 compared to Jira's 7.6. Reviewers mention that the mobile functionality in TOPdesk allows for better accessibility and management of tickets on the go.
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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.
TOPdesk
No pricing availableFree Trial
Jira Service Management
Free Trial is available
TOPdesk
Free Trial is available
Ratings
Meets Requirements
8.7
677
8.6
21
Ease of Use
8.1
681
8.2
20
Ease of Setup
7.6
292
Not enough data
Ease of Admin
7.7
282
Not enough data
Quality of Support
8.3
570
9.0
18
Has the product been a good partner in doing business?
8.5
260
Not enough data
Product Direction (% positive)
8.4
651
9.4
21
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
9.1
9
|
Verified
8.5
68
|
Verified
8.7
9
|
Verified
8.9
80
|
Verified
8.9
9
|
Verified
Service Desk
8.9
87
|
Verified
8.9
9
|
Verified
9.0
86
|
Verified
8.5
9
|
Verified
8.9
87
|
Verified
8.1
9
|
Verified
Management
9.1
63
|
Verified
8.5
9
|
Verified
9.0
58
|
Verified
9.0
8
|
Verified
8.8
59
|
Verified
8.9
9
|
Verified
8.8
55
|
Verified
8.5
9
|
Verified
8.6
51
|
Verified
8.8
8
|
Verified
Functionality
9.1
67
|
Verified
9.1
9
|
Verified
9.0
59
8.1
8
8.8
64
|
Verified
9.1
9
|
Verified
8.9
63
|
Verified
8.7
9
|
Verified
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
9.0
17
8.7
226
8.3
18
8.7
236
9.3
18
8.3
192
8.5
16
8.3
189
8.5
17
Reporting
8.4
222
8.5
17
8.4
216
8.6
18
7.9
147
8.4
15
Access & Usability
7.8
143
8.6
15
8.5
191
8.7
17
8.4
154
8.7
15
8.3
150
8.0
16
Categories
Categories
Shared Categories
Jira Service Management and TOPdesk are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
TOPdesk 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.)
TOPdesk
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%
Computer Software
12.0%
Retail
8.0%
Primary/Secondary Education
8.0%
Higher Education
8.0%
Education Management
8.0%
Other
56.0%
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.
TOPdesk
Most Helpful Favorable Review
James W.
Verified User in Biotechnology
Build-in Asset Management, other ways to sort tickets.
Most Helpful Critical Review
Aleta B.
Verified User in Primary/Secondary Education
Reporting is not easy, and customizing was complicated. Interface look.
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.
James W.
Verified User in Biotechnology
Build-in Asset Management, other ways to sort tickets.
Verified User in Information Technology and Services
I feel that JIRA is not easy to navigate and search.
Aleta B.
Verified User in Primary/Secondary Education
Reporting is not easy, and customizing was complicated. Interface look.
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
TOPdesk has no discussions with answers
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