Jira Service Desk vs GLPI Comparison

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Jira Service Desk

Service Desk Software

4.2 1,399 user ratings

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80% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

GLPI

Service Desk Software

4.7 37 user ratings

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Overview

Description

Jira Service Desk is an ITSM and IT service desk software, empowering organizations to deliver high-quality service experiences to their clients and employees in real-time. It acts as a high-velocity service request management tool, enabling enterprises to configure a self-service portal, make use of conversational ticketing and deliver exceptional services as well. With features like incident management, request management, asset management, knowledge management and collaboration between IT operations teams and development teams, the software ensures query resolution in real-time. Further, organizations can trust Jira Service Desk to empower their IT operations teams to take better actions and minimize risks by providing more valuable contextual knowledge. The platform features a variety of asset management tools, helping users monitor inventories, track ownerships and take care of lifecycles as well. Moreover, enterprises get to gain more visibility into their IT infrastructures operating various critical services and applications leveraging the configuration management tools featured by the software. Read more

GLPI is a leading Service Management solution which offers Helpdesk, CMDB, Asset Management, Project Management on one platform. It provides key features like CMDB, Helpdesk, Financial Management, Project Management, Administration, and Configuration. GLPI can be use from small to very large organizations. Read more

Pricing Options

Free Trial Available
Starts at $19.44. Offers Free-forever and Custom plan.

Free Trial Available
Offers Free-forever plan.

SW Score & Breakdown

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

100%
Momentum

74%
Popularity

68%

80% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

60%
Reviews

68%
Momentum

77%
Popularity

86%

Features

Total Features	21 Features	0 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 14 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Installed - Windows Installed - Mac
Modes of Support	Online	Online
API Support	Available	NA

Reviews & Ratings

User Rating	4.2/5 1,399 user ratings	4.7/5 37 user ratings
Rating Distribution	Excellent 34.5% Very Good 48% Average 16.8% Poor 0.7% Terrible 0.1%	Excellent 73% Very Good 24.3% Average 0% Poor 0% Terrible 2.7%
User Sentiments	User Friendly Interface, Extensive Customization Options, Efficient Ticket Management, Seamless Integrations with other Atlassian Products Occasional Performance Issues/Slow Loading Times, Steep Learning Curve, Limited Reporting Functionality, Complex Configuration	Not Available
Review Summary	Jira Service Desk garners praise for its user-friendly interface, customizable features, and seamless integration with other Atlassian products. Users appreciate its robust automation capabilities, extensive reporting options, and the ability to create flexible workflows. Many reviewers highlight the platform's ease of use, even for non-technical users, and its ability to streamline IT service management processes. However, some users mention occasional performance issues and limited customization options for certain features. Overall, Jira Service Desk is a popular choice for businesses seeking a comprehensive and scalable ITSM solution.	Not Available
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Pricing

Pricing Options	Free Trial Available Starts at $19.44. Offers Free-forever and Custom plan.	Free Trial Available Offers Free-forever plan.
Pricing Plans Monthly Plans Annual Plans	Free Free Standard $19.44 $23.80 per month Premium $44.44 $53.30 per month Enterprise Custom	GLPI Community Free GLPI Network Cloud Others On-premises Basic Others On-premises Standard Others On-premises Advanced Others
	View Detailed Pricing	View Detailed Pricing

Alternatives

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	View All Jira Service Desk Alternatives	View All GLPI Alternatives