Jira Service Management remains a popular choice for IT service management, but it’s far from perfect.

Some of the most talked about drawbacks include the non-intuitive interface and the fact that it requires a lot of development knowledge to utilize what it fully has to offer.

There’s also the heavy reliance on third-party plugins to access key features that aren't available out of the box.

And let’s be real – modern IT teams have more pressing issues at hand than spending weeks trying to figure out Jira Service Management.

You're here for a reason looking for alternative solutions. And that's why we did the heavy lifting for you and prepared a list of the top rated Jira Service Management alternatives where we analyze how it stacks up against the rest of the competition in the market.

Why Consider an Alternative to Jira Service Management?

Here are some common reasons why businesses look for alternatives to Jira Service management:

• Harder to master: A common complaint among companies is that they find Jira harder to learn than other IT solutions and need extensive ITIL training for their technical teams. [See G2 Review]

• Limited process configuration: The platform doesn't offer many built-in process configurations, which leaves all the work to the user. [See G2 Review]

• Notification issues: The notification system is unreliable and often causes agents to miss important emails and forget to check replies. [See G2 Review]

• Slow interface: Many users complain that the interface tends to work very slowly and can impact time-to-reply. [See G2 Review]

Features to Look for in a Jira Service Management Alternative

Here are the most common features that customers looked for in an ITSM solution

• User-friendly interface that’s easy to navigate: Choose a platform with an intuitive and easy-to-navigate interface. Users appreciate alternatives that allow teams to get up and running quickly without extensive training.

• Customization options: Look for tools that offer moderate to extensive customization options. You should be able to customize workflows, dashboards, and service catalogs at the very least.
  

• Advanced automation: Automating repetitive tasks, such as ticket routing and escalation, can significantly improve efficiency and reduce the workload on your support team.

• Tools for in-depth reporting and analytics: Access to real-time insights and customizable reports helps teams monitor performance, spot trends, and make informed decisions - so make sure to assess the reporting tools the platform offers.
  

• Seamless integrations: Make sure that your tool can integrate smoothly with the tools your organization already uses - whether it’s CRM systems, communication platforms, or development tools.
  

Top 16 Competitors to Jira Service Management

1. Kustomer
2. Freshservice
3. ManageEngine ServiceDesk Plus
4. Zendesk
5. Zoho Desk
6. SysAid
7. ServiceNow ITSM
8. Ivanti Service Manager
9. TOPdesk
10. BMC
11. SolarWinds Service Desk
12. EasyVista
13. Spiceworks Cloud Help Desk
14. HubSpot Service Hub
15. Atera
16. SymphonyAI IT Service Management

1. Kustomer

Kustomer stands out as one of the best modern customer service platforms with its omnichannel approach to customer interactions and advanced features.

Companies can use the software to get a complete, real-time overview of customer interactions, while support agents can engage seamlessly across various communication channels, including email, chat, social media, phone, SMS, and more.

Kustomer simplifies support operation management by getting all interactions into a single timeline. Agents won’t have to toggle between multiple platforms and they also get visibility into every customer’s journey, which leads to context-rich responses at scale.

And with the CRM integration, the platform makes it possible for businesses to bring together diverse data points such as purchase history, past inquiries, and engagement behaviors.

This is just scratching the surface of what Kustomer offers – let’s check out more below:

Key Features of Kustomer

• Omnichannel support: Kustomer consolidates all customer interactions across email, social media, chat, phone, and SMS into a single interface, so agents can quickly switch between communication channels without losing context.

• Unified customer profiles: Kustomer aggregates data from multiple touchpoints, creating a comprehensive timeline of customer interactions. This unified profile includes past purchases, conversations, support requests, and customer feedback.
  

• Robust AI automation: Kustomer employs AI-powered tools to automate routine tasks such as ticket routing, customer sentiment analysis, and even proactive engagement. The platform’s intelligent automation features help reduce manual workloads by automatically categorizing tickets and providing suggested responses.
  

• Real-time insights and analytics: The platform delivers detailed, real-time insights into customer engagement, agent performance, and operational metrics.

• Self-service portal: There’s a fully customizable self-service portal that customers can use to find solutions independently. Businesses can also build a knowledge base tailored to their customer needs.
  

• Mobile accessibility: Kustomer offers a dedicated mobile app for iOS and Android, so agents can manage customer interactions even when working remotely or in the field.

• Conversational assistant: The platform’s AI-driven conversational assistant is more advanced than traditional chatbots. It guides customers through the self-service process and can provide contextual suggestions and solutions.
  

Why Do Companies Choose Kustomer Over Jira Service Management?

Companies choose Kustomer over Jira Service Management because of several reasons.

The two platforms serve different primary functions, with Kustomer offering more robust features tailored to customer support, while Jira Service Management specializes in IT service management.

As an ITSM solution, Jira is known for its strengths in handling technical issues, incident management, and ticketing systems, but these features can become limiting for companies that prioritize customer engagement over IT operations.

One big limitation of Jira Service Management is its complexity.

It requires a fair amount of technical know-how to set up workflows and manage the system effectively, and can result in a steep learning curve for users who are not IT professionals. What’s more, Jira's communication features are somewhat limited, as it focuses primarily on email and IT tickets, and there’s no omnichannel support.

On the other hand, Kustomer stands out for its feature to consolidate customer interactions across multiple channels into one streamlined interface. Agents can provide consistent support across email, chat, phone, and social media, ensuring customers receive a seamless experience regardless of how they reach out.

Agents also get an all-in-one view of customer history to resolve inquiries more efficiently—something Jira service desk lacks.

Kustomer’s advanced AI-based automation tools are also a huge plus for enterprise scale. Features like chatbots, smart ticket routing, and customer sentiment analysis reduce manual tasks and allow companies to proactively manage customer needs.

While Jira has automation capabilities, they are primarily for IT workflows and are not as robust for customer service environments.

Here Is What Real Users Are Saying about the Benefits of Kustomer

• Kustomer has a lot of features where we can see our previous chats, listen to previous calls, or check the emails sent to the customers, which can help us provide a good customer support experience.

• Kustomer is very easy to navigate and its overall functionality is truly amazing. This tool is a game-changer.

• What I like best about Kustomer is the easy navigation of every conversation ticket, the side panel tools, the capability to use pre-made email macros for quick messaging to customers, and the real-time customer satisfaction survey response.

Here Are Some of the Ways Kustomer Exceeds Expectations When Compared to Jira Service Management

• Omnichannel support instead of limited channels: Jira Service Management’s communication capabilities are limited, and it primarily relies on ticketing systems and email. Kustomer, on the other hand, provides seamless omnichannel support, so teams can manage customer conversations across various platforms, making it a better fit for customer service teams that need multi-channel support.

• Unified customer view: Jira Service Management is more focused on handling IT service requests, change management, and incident handling, which can be limiting for businesses that need a 360-degree view of customer interactions. Kustomer aggregates customer data across all channels and provides a complete timeline of interactions.
  

• Robust automation and AI instead of basic workflow management: Kustomer leverages AI-driven tools like smart ticket routing, sentiment analysis, and chatbots, automating repetitive tasks to boost agent productivity. In contrast, Jira software offers automation mainly tailored to desk operations, which may require manual setup and lacks the advanced customer interaction capabilities of Kustomer​.
  

• Ease of use and customization: Jira Service Management has a steeper learning curve, especially for non-technical teams, due to its complex setup and integration with other Atlassian tools. Kustomer, with its intuitive interface, offers extensive customization for customer service workflows, making it easier to use and implement.
  

What Real Customers Are Saying about Kustomer

• Paddle used Kustomer to increase service level attainment by 80% and achieve a 99% CSAT [Read Full Case Study].

• Away was able to expedite answer times and improve efficiency through timeline and search functionalities [Read Full Case Study].

• Hopper used Kustomer to increase CSAT by 10% and decrease first response times by 50% [Read Full Case Study].

2. Freshservice

Freshservice is one of the leading modern IT service management tools and it’s built for teams that need an easy-to-use solution to handle everything from incidents to asset tracking.

Key Features
of Freshservice

• AI-powered automation: Freshservice uses artificial intelligence to streamline ticket assignment, automate routine tasks, and provide intelligent suggestions for problem solving.

• Unified platform: It combines incident, problem, change, and asset management into a single platform.

• Customizable workflows: Freshservice’s low-code tools allow you to create and modify workflows.

• Service catalog: You can simplify your service delivery through a self-service portal that customers use to raise requests and track issues in real-time.

• Collaboration tools: Seamlessly integrates with popular tools like Slack and Microsoft Teams to encourage collaboration across departments when resolving issues.

• Gamification: The platform rewards agents with achievement badges based on their performance and customer satisfaction.

Why Do Users Like Freshservice?

• Freshservice is a well-rounded ITSM tool

• Freshservice’s CS always provides quick and easy answers to our problems

• Great ticketing system that provides much more

Who is Freshservice a Good Fit For?

• Companies that use multiple collaboration tools: It’s ideal for teams that need to integrate their service desk with tools like Slack, Microsoft Teams, or Google Workspace for better workflow and communication.

• Educational institutions: Schools and universities can use Freshservice to track IT assets and quickly resolve tech issues for staff and students.

• Healthcare providers: As a HIPAA-compliant CRM, Freshservice suits healthcare organizations that need reliable IT service management under strict regulatory frameworks.

What Are Some Limitations of Freshservice?

• Slack/Freddy integration issues: Users report that the Slack/Freddy integration is unreliable, yet still carries a premium cost despite being in beta. [See G2 Review]

• Limited support portal customization: The support portal lacks options for customizing themes and company colors. [See G2 Review]

• Starter plan lacks some features: The Starter subscription does not include advanced analytics or SLA management, which are reserved for higher-tier plans. [See G2 Review]

Freshservice Pricing

Freshservice provides four subscription tiers:

• The entry-level option, Starter plan starts at $19 monthly per user. This package includes fundamental features like managing incidents and providing access to a knowledge repository.

• For $49 per user each month, the Growth plan gives you everything in the starter plan and adds some additional features.
  

• The Pro plan starts at $95 per user monthly. This more advanced tier introduces advanced tools like problem and change management, and features for overseeing projects.

• At the top end, the Enterprise plan starts at $119 per user per month. This package includes all the features of the previous tiers, plus exclusive additions like the Freddy AI assistant, detailed audit tracking, and advanced orchestration tools.

3. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an ITSM tool that provides an ITIL-ready service desk with incident management, problem management, change management, asset management, and project management, making it suitable for both small businesses and large enterprises.

Key Features of ManageEngine ServiceDesk Plus

• Incident management: ManageEngine can minimize your downtime through robust tools that track and resolve IT-related incidents.

• Asset management: It monitors your hardware, software, and licenses all in one place.

• SLA management: Lets you set and monitor service level agreements to ensure that tickets get resolved on time.

• Self-service portal: Gives users a simple platform to log issues, track their status, and access helpful solutions.

• Problem management: Helps identify and fix the root causes of recurring issues to prevent them from happening again.

• Knowledge base: Builds a shared repository of solutions to common problems, so both users and IT staff can resolve issues faster.

Why Do Users Like ManageEngine ServiceDesk Plus?

• ServiceDesk is convenient and easy to use for end users

• ManageEngine has a lot of features that improved our productivity
  

• The ServiceDesk interface is intuitive and easy to use

Who is ManageEngine ServiceDesk Plus a Good Fit For?

• Mid-sized to large businesses: Companies with growing IT needs that require a scalable solution to manage helpdesk tasks and digital assets.

• Organizations that follow ITIL compliance: Businesses that need to follow ITIL best practices for incident, change, and problem management will find ServiceDesk Plus useful.

• Teams that want more automation and customization: IT teams that want to automate workflows and customize support processes will benefit from ServiceDesk Plus’s robust automation features.

What Are Some Limitations of ManageEngine ServiceDesk Plus?

• Pricing: Some users feel the pricing is steep compared to the limited features available when compared to top-tier alternatives. [See G2 Review]

• Harder to customize: It can take considerable time and effort to customize the tool to meet specific business needs. [See G2 Review]

• Lack of flexibility: Users mention that it doesn’t offer the same level of flexibility and customization options as some competing products. [See G2 Review]

ManageEngine ServiceDesk Plus Pricing

ManageEngine offers three main pricing plans:

• Standard Edition: Starts at $13 per technician per month and it covers basic IT help desk functions.

• Professional Edition: Starts at $27 per technician per month and this tier adds asset management capabilities.

• Enterprise Edition: Starts at $67 per technician per month and you’ll get advanced features like change management, project management, and asset management.

The pricing increases as you add more nodes and agents, starting from packages with 2 agents and 250 nodes, and scaling up to options that can handle 200 technicians and 1,000 nodes.

4. Zendesk

Zendesk is a leading customer service and support platform that provides a cloud-based suite of tools and features like ticketing, knowledge management base, and AI-based live chat.

Key Features of Zendesk

• Unified ticketing system: Centralizes support requests from multiple channels like email, chat, and social media into one platform.

• Customizable views: Your agents can tailor their workspace by organizing tickets based on status, priority, or other criteria for improved efficiency.

• Self-service options: Customers can resolve issues on their own using knowledge bases, FAQs, and community forums.

• AI-powered automation: Zendesk uses AI and chatbots to automate responses to common questions.

• Advanced analytics: Track your businesses key metrics and through Zendesk Explore tool.

• Integration options: The platform connects with over 1,000 third-party applications and tools.
  

Why Do Users Like Zendesk?

• Zendesk really enhanced my days as a support agent

• Zendesk's support team is quick to respond to questions and they're always posting guides with tutorials on how to implement new features.

• Zendesk’s onboarding process exceed my expectations

Who is Zendesk a Good Fit For?

• Ecommerce businesses: Zendesk is ideal for online retailers that need to manage customer support across multiple channels.

• Tech and SaaS companies: Perfect for teams looking to integrate customer support with CRMs, ticketing, and automation tools to provide quicker user assistance and resolve tech issues promptly.

• Telecommunications and financial services: A solid choice for industries that require high levels of customer engagement, automated workflows, and data analytics to manage large volumes of customer questions.

What Are Some Limitations of Zendesk?

• Translation glitches: The translator doesn’t always work as expected which can lead to miscommunication. [See G2 Review]

• Ticket status limitations: You can’t modify the default ticket statuses, which limits how teams manage support workflows. [See G2 Review]

• Dull interface design: Some customers would like to see an improved and more modern user interface. [See G2 Review]

Zendesk Pricing

The Zendesk Suite Team plan starts at $19 per agent per month and provides access to basic ticketing features.

Next one is Zendesk Suite Growth, which is priced at $89 per agent per month. This plan includes additional automation features and self-service options.

For bigger teams and enterprises, the Zendesk Suite Professional plan starts at $115 per agent per month. It includes advanced tools like service level agreements (SLAs) and AI-powered features.

Zendesk provides further customization of these pricing plans with optional add-ons like AI tools or workforce management features to suit specific business requirements.

5. Zoho Desk

Zoho Desk is a versatile customer support platform that’s built to centralize and automate customer interactions across different communication channels. It integrates easily with other software solutions within the Zoho ecosystem.

Key Features of Zoho Desk

• Self-service portal: Customers can access knowledge bases and community forums to find solutions on their own.

• Workflow automation: You can improve your team’s efficiency by using Zoho’s automation tools for repetitive tasks.

• Zoho CRM integration: As a part of a broader Zoho suite of tools, helpdesk can seamlessly integrate with softwares like Zoho CRM.

• Custom ticket views: Agents can organize tickets based on priority, status, or department.

• Mobile support: Your agents can handle tickets on the go through Zoho’s mobile app for Android and iOS.

• Better productivity with Zia: Zia, the AI-driven helpdesk assistant, can help your team automate their responses, prioritize urgent tickets, and offer suggestions for better productivity.

Why Do Users Like Zoho Desk?

• We can highly recommend Zoho Desk for SMB’s and start-ups

• Zoho Desk’s ticketing system is highly intuitive

• With Zoho, you can always reach a human being on the phone in less than 3-5 minutes

Who is Zoho Desk a Good Fit For?

• Small to mid-sized businesses: Zoho Desk provides cost-effective support tools, which are ideal for businesses looking to refine their customer service without breaking the bank.

• Companies within the Zoho ecosystem: Zoho Desk integrates easily with other Zoho apps like Zoho CRM, making it a perfect choice for businesses already within the Zoho ecosystem.

• Travel and hospitality businesses: Zoho Desk gives travel agencies and hotels the option to manage customer questions, bookings, and issues from multiple platforms, all within one system.

What Are Some Limitations of Zoho Desk?

• Short trial period: The trial period feels too brief for users to fully explore all of Zendesk’s features. [See G2 Review]

• Complexity of advanced features: While the basic interface is user-friendly, advanced features and customizations can be difficult and come with a much steeper learning curve. [See G2 Review]

• Limited value in entry-level tiers: The entry-level plans often feel like a teaser to push users to upgrade to higher tiers for essential features. [See G2 Review]

Zoho Desk Pricing

Here’s a quick overview of Zoho Desk’s pricing tiers:

• Standard plan: Starting at $21.40 per user per month, this plan provides your CS team with the basic tools.

• Professional plan: Starts at $37.45 per user per month and offers advanced collaboration features and process automation.

• Enterprise plan: For $53.50 per user per month, this plan gives larger teams robust AI-driven tools and deep customization options that are built for enterprise-level customer support demands.

6. SysAid

SysAid is an advanced all-in-one help desk that helps companies better manage the IT infrastructure and support processes in a single, integrated platform.

Key Features of SysAid

• CMDB integration: A comprehensive Configuration Management Database (CMDB) links assets, incidents, and problems for better control of IT environments.

• ITIL-aligned processes: SysAid offers out-of-the-box ITIL-based modules for incident, problem, and change management.

• SysAid Copilot: An AI-driven tool that provides smart recommendations and automates support workflows for faster resolutions.

• Remote control tool: Built-in remote control lets IT teams troubleshoot directly on end-user devices.

• IT asset automation: Automates tasks related to IT asset lifecycle management, reducing manual tracking.

• Patch management: Automatically deploys patches to keep systems updated and secure.

Why Do Users Like SysAid?

• SysAid is a cost-effective tool for ITSM

• The software is easy to use and even easier to implement

• SysAid’s team is working hard to meet market trends

Who is SysAid a Good Fit For?

• Energy and utilities companies: SysAid’s asset automation and real-time monitoring help energy companies manage complex infrastructures like power grids and pipeline systems efficiently.

• Retail companies: Large retail chains can benefit from SysAid’s remote control and automation tools to manage IT infrastructure across multiple locations and handle high volumes of service requests.

• Mid-sized to large IT departments: SysAid works well for organizations that need structured IT management with ITIL-aligned processes.

What Are Some Limitations of SysAid?

• Customization limitations: Some users wish they could modify request formats (like columns or tables) without relying on customer support. [See G2 Review]

• Overly detailed interface: The UI can be overwhelming and complex for some users due to the high level of detail. [See G2 Review]

• Frequent error 504 issues: Some users experience platform downtime with error 504. [See G2 Review]

SysAid Pricing

The exact cost typically depends on your specific requirements. To get the exact pricing, you’ll need to contact SysAid’s sales team.

Generally, SysAid provides multiple plans, starting with a basic plan for small teams, which includes essential IT service management tools like incident tracking and a self-service portal.

As you move up to more advanced plans, you'll get features like asset management, automation, and better customization options meant for large teams and enterprises.

7. ServiceNow ITSM

ServiceNow ITSM is a powerful, cloud-based platform that simplifies service management by automating and optimizing critical processes like incident resolution, change management, and asset tracking.

Key Features of ServiceNow ITSM

• Virtual agents: ServiceNow’s AI-powered virtual agents automate responses to common IT issues, provide instant support and reduce the load on IT teams.

• Predictive intelligence: Machine learning algorithms analyze past incidents to predict and prevent future ones.

• Configuration management database (CMDB): Provides a centralized system to track all IT assets, services, and their relationships to give you a 360-degree view of your infrastructure.

• IT operations management (ITOM): It can detect and resolve issues proactively through workflow automatization.

• DevOps automation: Integrates with DevOps tools to automate approvals and improve collaboration between IT and development teams.

Why Do Users Like ServiceNow ITSM?

• ServiceNow feels like having a super organized command center for all IT stuff

• I have used ServiceNow on a daily basis for 5 years to provide a better customer experience

• ServiceNow has the best search function in the industry

Who is ServiceNow a Good Fit For?

• Highly regulated industries: ServiceNow’s tracking and compliance features make it a great fit for organizations in sectors like finance, healthcare, and government that require strict change control and detailed audit trails.

• Telecommunications companies: ServiceNow is ideal for telecom businesses that manage large infrastructures.

• Airlines and transportation: ServiceNow is ideal for airlines and transport companies that need to optimize fleet management, automate ticketing systems, and improve customer service.

What Are Some Limitations of ServiceNow ITSM?

• High cost: Users complain that ServiceNow ITSM charges higher prices even for the most basic services. [See G2 Review]

• Unintuitive ticket management: Users find the ticket management system difficult to use. [See G2 Review]

• Poor project management tools: The project management feature performs poorly, and the associated statistics are just as disappointing. [See G2 Review]

ServiceNow Pricing

ServiceNow only offers custom pricing and it varies on the specific package and features that you need.

For concrete plans, you’ll need to get in touch with ServiceNow directly.

8. Ivanti Service Manager

Ivanti Service Manager is a flexible, cloud-optimized service management software that comes with a centralized service desk that manages all requests, incidents, and issues from multiple channels, including email, phone, self-service portals, and chat.

Key Features of Ivanti Service Manager

• Ivanti Neurons hyper-automation: Automates routine tasks and security responses to allow systems to self-heal and self-secure.

• Voice automation: Gives users an option to create and resolve tickets through voice commands.

• Drag-and-drop workflow builder: Teams can customize workflows quickly by dragging and placing elements through a no-code tool.

• Advanced release management: Oversees software updates with risk assessment tools to ensure smooth rollouts.

• Cloud-to-edge security: Reduces vulnerabilities by securing IT systems from cloud servers down to individual devices.

Why Do Users Like Ivanti Service Manager?

• Neurons for ITSM has been a game-changer for our IT operations

• Ivanti has a good product support and a lot documentation available online

• Ivanti lets us customize everything

Who is Ivanti Service Manager a Good Fit For?

• Enterprises with complex IT environments: Ivanti Service Manager is excellent at automating workflows and managing complex IT infrastructures.

• Companies that want better security: Ivanti’s cloud-to-edge security and hyper-automation make it ideal for companies that need next-gen IT protection.

• IT teams that manage a lot of projects: Organizations that handle multiple projects can benefit from Ivanti’s integrated project and portfolio management tools.

What are some limitations of Ivanti Service Manager?

• Slow technical support: Users report that support response times significantly drop when dealing with technical issues. [See G2 Review]

• Ineffective search function: The search feature consistently fails to deliver relevant results, which can become a major problem over time. [See G2 Review]

• Buggy updates: Each new update tends to introduce more bugs, and they often get resolved only after several new updates. [See G2 Review]

Ivanti Service Manager Pricing

Ivanti Service Manager operates on a custom pricing model.

Some criteria that affect pricing are the number of users, features that you need, and whether you're opting for cloud, on-premises, or hybrid deployment.

9. TOPdesk

TOPdesk is a modular, cloud-based or on-premise service management and asset management solution that can streamline support processes across IT, HR, facilities, and other departments.

Key Features of TOPdesk

• Process management: TOPdesk helps IT, HR, and facilities teams manage and simplify workflows.
  

• One TOPdesk user: Use a single, unified dashboard to navigate and access multiple services across various departments without any hassle.

• Customizable service catalogs: Create service catalogs tailored to your organization’s specific needs, whether it’s for IT, HR, or other requests.

• Field service management: Manage and monitor field tasks effectively, especially useful for teams that provide mobile support.

• Local support: Get support in your local language, which is great for mid-sized companies that need responsive customer service.

• Service automation: Automate repetitive tasks across different service departments.
  

Why Do Users Like TOPdesk?

• TOPdesk is accessible and easy to manage

• TOPdesk’s mobile app makes it extremely easy to address customer problems on the go

• The software is easy to implement from the get-go

Who is TOPdesk a Good Fit For?

• Government organizations: Government agencies benefit from TOPdesk’s structured workflows, which makes it easier for them to automate multi-departmental processes.

• Media and entertainment companies: TOPdesk can be helpful to media companies that manage large IT infrastructures in more hectic environments.

• Retail chains: Large retail companies can benefit from TOPdesk’s centralized platform to handle facility requests, manage IT issues across multiple locations, and streamline service processes.

What Are Some Limitations of TOPdesk

• Little to no integration options: Some users are frustrated by the lack of integration with popular tools like Power BI and report managers. [See G2 Review]

• Steep learning curve: With so many customization options available, some users find the platform difficult to master at the beginning. [See G2 Review]

• The platform forces cloud deployment: Users feel they are pushed toward the cloud version, which reduces flexibility a bit for those who want an on-premise version. [See G2 Review]

TOPdesk Desk Pricing

TOPdesk's pricing starts at around $66 per user per month, but the final cost can vary depending on the number of users and the specific features or add-ons that you need.

The pricing tends to increase as you add modules or opt for advanced features like asset management or extensive reporting.

10. BMC

BMC is one of the leading providers of service management solutions and it’s built to handle the full lifecycle of IT service management.

Key Features of BMC

• AI-powered incident management: Leverages AI to detect, prioritize, and resolve incidents faster.

• Proactive problem resolution: The software uses AI-driven clustering algorithms to spot potentially major incidents early on.

• ServiceOps integration: Connects IT service and operations management with real-time collaboration.

• DevOps automation: You can integrate with DevOps workflows to automate risk assessments and simplify change management.
  

• Low-code/no-code platform: You can easily customize the platform without any coding knowledge.

• Dynamic dashboards: Provides real-time, customizable dashboards that give IT teams actionable insights.
  

Why Do Users Like BMC?

• BMC is one of the best IT service management softwares

• Simple to use software with a single sign-in, so you don’t have to worry about additional logins like with other competitors

• Stable and secure solution

Who is BMC a Good Fit For?

• Pharmaceutical companies: BMC is a great fit for the pharmaceutical industry, which needs to manage complex regulatory compliance, asset tracking, and automation for IT and operations.

• Automotive manufacturers: BMC is ideal for automotive companies that have to manage a larger IT infrastructure, monitor factory operations, and guarantee smooth production.

• Aerospace and defense industries: BMC is often used in highly regulated environments that require strict compliance, data security, and advanced IT service management for mission-critical operations.

What Are Some Limitations of BMC?

• Slow bug fixes and updates: Users say that fixing bugs and releasing new features takes much longer compared to competitors. [See G2 Review]

• Outdated user interface: Many users find the UI looks old and needs a modern update for a better service experience. [See G2 Review]

• Complex network overview: The "Network Overview" graph becomes too cluttered for larger teams, which makes it difficult to use and limits customization. [See G2 Review]

BMC Pricing

BMC Helix ITSM operates on a quote-based pricing model and the company provides exact pricing details when you contact their sales representatives.

They tailor quotes based on factors like the number of users, deployment type (cloud or on-premises), and any additional modules you need, such as AI-driven automation and multi-cloud capabilities.

11. SolarWinds Service Desk

SolarWinds Service Desk is a highly popular IT service management software that includes a comprehensive set of tools to manage incidents, service requests, assets, and changes.

Key Features of SolarWinds Service Desk

• Automated asset discovery: The tool automatically detects and tracks all your connected devices and software, so your asset inventory stays up to date in real time.

• AI-powered knowledge base: AI suggests relevant knowledge base articles to both users and agents, so tickets get resolved faster.

• Incident and problem management: Manage tickets centrally with features that let you prioritize issues, find root causes, and restore services quickly.

• Change management with audit trails: Handle IT changes in a structured way with detailed audit trails to maintain compliance and minimize risks.

• Integration options: SolarWinds Service Desk connect smoothly with over 200 popular platforms like Microsoft Teams, Jira, and Zendesk.
  

Why Do Users Like SolarWinds Service Desk?

• SolarWind provides reliable and user friendly UI

• I love the efficiency and the practicality behind the SolarWind

• It does everything we need to do, and it doesn't have a million bells and whistles which distract us and we'll never use

Who is SolarWinds Service Desk a Good Fit For?

• Real estate firms: It suits property management companies that need to streamline IT support for internal teams while also tracking and maintaining equipment across multiple properties.

• Construction firms: SolarWinds Service Desk works for construction companies that manage multiple projects, and helps them track assets and service requests across different worksites.

• Insurance companies: Ideal for insurance providers who require simpleIT service management and audit trails to ensure compliance.
  

What Are Some Limitations of SolarWinds Service Desk?

• Higher price compared to solutions that offer similar features: Users feel that SolarWinds Service Desk comes with a higher price tag than other service desk solutions. [See G2 Review]

• Limited customization options: Users want more flexibility in customizing category and subcategory fields to better fit their workflows. [See G2 Review]

• No real-time ticket updates: When a ticket is being updated by one person, it doesn’t notify other users, which can lead to confusion and potential data entry conflicts. [See G2 Review]

SolarWinds Service Desk Pricing

• Essentials Plan: Starts at $39 per month per technician, supports unlimited users, and includes features like incident management, asset management, change management, and a service portal.

• Advanced Plan: Starts at $79 per month per technician, adds custom fields, advanced automations, network discovery, contract management, and API access, along with all features in the Essentials plan.

• Premier Plan: Starts at $99 per month per technician, offering full customization options, including visual CMDB and dependency mapping, SolarWinds AI, and 1,500 API calls per user per minute, in addition to all Advanced plan features.

Each plan also includes a 30-day free trial.

12. EasyVista

EasyVista is a comprehensive IT service management and enterprise service management (ESM) tool that automates service delivery and offers a user-friendly, low-code environment for managing incidents, service requests, changes, and assets.

Key Features of EasyVista

• Codeless configuration: With EasyVista you can configure workflows and services without any complex coding.

• Smart automation: The platform uses built-in automation to simplify routine tasks, like ticket creation and asset tracking.

• Multilingual support: With support for multiple languages, EasyVista is perfect for global companies that need localized service options.

• IT asset management: You can reduce IT usage costs with EasyVista full lifecycle management for IT assets.
  

• Mobile support: Provides full access to IT services from any device so your team can work from any location.

Why Do Users Like EasyVista?

• Whether your a small business, or large enterprise, EasyVista is hands down the easiest platform to use without losing functionality

• EasyVista is a significant improvement over our previous ITSM tool

• EasyVista’s search function is very intuitive

Who is EasyVista a Good Fit For?

• Global IT teams that need multilingual support: EasyVista is ideal for organizations that operate in multiple regions and require localized language options.

• Companies looking to automate routine IT tasks: Its robust automation tools can significantly reduce manual work.
  

• Businesses with multiple remote teams: EasyVista’s mobile-friendly platform allows teams to manage IT services from anywhere.
  

What Are Some Limitations of EasyVista?

• Limited reporting tools: Reporting tools are a problem for some users, though EasyVista is actively working on improving them. [See G2 Review]

• Customer support issues: Users have experienced bad customer support, with slow response times and insufficient resolutions. [See G2 Review]

• Poor Microsoft integration: Integration with Microsoft tools has been problematic, which makes it difficult to fully use the platform alongside Microsoft products. [See G2 Review]

EasyVista Pricing

EasyVista’s pricing structure isn’t publicly disclosed and operates on a quote-based model – to get an accurate quote, it’s best to contact EasyVista directly.

13. Spiceworks Cloud Help Desk

Spiceworks Cloud Help Desk is a cloud-based help desk software that provides advanced network monitoring and performance tracking, all easily accessible from any device via cloud.

Key Features of Spiceworks Cloud Help Desk

• Network monitoring integration: Spiceworks provides built-in network monitoring features, which alert users to issues like unauthorized software or low toner levels across the network.

• Inventory management integration: The help desk integrates with Spiceworks Inventory, so you can track hardware and software directly within the platform.
  

• Email-to-ticket conversion: Spiceworks saves agents’ time by automatically converting emails into support tickets.

• Unlimited users and tickets: Unlike many help desks, Spiceworks supports unlimited users and tickets, regardless of the size of the company.

• Community support: Spiceworks is known for its active online community, where users can share knowledge, ask questions, and receive peer support from other IT professionals.

Why Do Users Like Spiceworks Cloud Help Desk?

• Spiceworks is simple, streamlined and perfect for a small business help desk

• Spiceworks is a great free tool with an amazing community

• Great asset management tool that can be linked to both users and tickets

Who is Spiceworks Cloud Help Desk a Good Fit For?

• Internal IT teams: A great fit for IT departments that need an easy-to-use help desk tool to manage internal support requests and track performance.

• Teams that need basic network monitoring: Perfect for businesses that also want simple network monitoring features alongside their help desk management.

• Small IT consultancies: Ideal for IT consulting firms that need a simple, cost-free tool to manage client tickets and network monitoring without complex overhead.

What Are Some Limitations of Spiceworks Cloud Help Desk?

• Time-consuming initial setup: Configuring Spiceworks for the first time can take a significant amount of time, especially for users with specific customization needs. [See G2 Review]

• Limited mobile app features: The mobile app lacks some important functionalities available on the desktop version, which makes it less effective for on-the-go management. [See G2 Review]

• No clickable ticket history: Users want a clickable history feature in the ticket system to easily navigate and reference past updates. [See G2 Review]

Spiceworks Cloud Help Desk Pricing

Spiceworks is the only ITSM platform that offers all of its features for free.

14. HubSpot Service Hub

HubSpot Service Hub is a comprehensive customer service management platform that integrates with HubSpot's CRM and businesses deliver top-quality customer support.

Key Features of HubSpot Service Hub

• Ticket pipelines: Customize pipelines to track and manage tickets from creation to resolution. You can create multiple pipelines for different issue complexities.

• Knowledge base: Build a searchable library of articles and FAQs so customers find answers without contacting support.

• Customer feedback surveys: Gather feedback using Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Experience (CES) surveys.

• Live chat and chatbots: Provides real-time customer support with live chat and automated responses.
  

• Third-party integrations: Integrate with popular tools like Gmail, Outlook, and Facebook Messenger to sync data across platforms and simplify the customer support workflow.

Why Do Users Like HubSpot Service Hub?

• Service Hub is a really useful tool for service teams to stay on-top of requests and tickets

• I like how Hubspot has multiple features that work hand-in-hand with one another

• Hubspot offers a lot of useful data reports

Who is HubSpot Service Hub a Good Fit For?

• Growing businesses that need scalable customer support: Ideal for companies that want to manage increasing customer questions with automated workflows and multiple communication channels.

• Teams looking for unified customer data: Best for businesses that want to integrate customer service with their CRM, marketing, and sales data for a better view of customer interactions.

• Customer-centric businesses focused on feedback: Best for companies that prioritize gathering and analyzing customer feedback through built-in surveys like NPS and CSAT.

What Are Some Limitations of HubSpot Service Hub?

• Privacy limitations for sensitive data: HubSpot’s open access model makes handling sensitive information difficult, especially in healthcare. [See G2 Review]

• Separation of comments and notes: Users find it inconvenient to manage comments and notes separately. This separation makes it hard to track all relevant information within a single HelpDesk thread. [See G2 Review]

• High costs for large teams: Although the new pricing structure has improved, the platform remains expensive for businesses with a large number of agents. [See G2 Review]

HubSpot Service Hub Pricing

HubSpot offers several distinct plans:

• Free tools: Ideal for small teams, this plan is free for up to five users and includes essential customer service features like live chat, ticketing, and email support.

• Service Hub Starter: Starting at $15 per user each month, this plan adds live chat, ticket automation, conversation routing, and in-app chat support.

• Service Hub Professional: Starts at $90 per user monthly and you get advanced tools such as a customer portal, feedback surveys, service analytics, and playbooks.

• Service Hub Enterprise: Starting at $150 per user each month, this plan includes features like conversation intelligence, single sign-on, custom objects, and admin notifications management.

The Professional and Enterprise plans have a one-time onboarding fee - $1,500 for Professional and $3,500 for Enterprise.

15. Atera

Atera is an all-in-one IT management platform designed primarily for Managed Service Providers (MSPs) and in-house IT teams. The software combines Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and other similar features in a single platform.

Key Features of Atera

• Remote monitoring and management (RMM): IT teams can use it to track and manage devices in real-time from any location.

• Integrated helpdesk and ticketing: The platform has a built-in helpdesk system for managing support tickets and communicating with clients.

• Patch management: Atera automatically applies patches to keep software and systems secure.

• Unlimited device management: You can manage unlimited devices per technician without extra costs.

• Remote access tools: Gives you remote control of devices through tools like Splashtop and AnyDesk.

• Mobile app: Atera’s mobile app allows IT professionals to monitor and manage IT systems on the go, offering flexibility and instant access to critical alerts.

Why Do Users Like Atera?

• Atera’s per-technician pricing makes the billing transparent and trustworthy

• Atera is quick and easy to use

• Atera’s customer support works 24/7 and responds in a few minutes

Who is Atera a Good Fit For?

• Managed service providers (MSPs): Atera’s unlimited device monitoring and per-technician pricing model make it ideal for MSPs managing multiple clients and devices.

• Small to medium-sized IT teams: With its all-in-one platform, Atera is perfect for small to mid-sized teams that want remote monitoring, ticketing, and automation.
  

• Growing businesses: Atera suits businesses that need a scalable IT management solution that can grow without increasing costs, thanks to its unlimited device management per technician.

What are Some Limitations of Atera?

• Limited mobile functionality: Many users feel that Atera is too focused on PC management and lacks the necessary features for the mobile app. [See G2 Review]

• Crowded user interface: Some users find the UI can feel cluttered at times, which makes it harder to navigate and manage tasks smoothly. [See G2 Review]

• Disruptive interface updates: Atera frequent interface updates disrupt user workflows and require adjustments that users don’t always appreciate. [See G2 Review]

Atera Pricing

• Professional Plan: Starts at $149 per technician per month.
  

• Expert Plan: Starts at $189 per technician per month.
  

• Master Plan: Starts at $219 per technician per month.
  

• Enterprise Plan: Custom pricing for departments that require enterprise-grade services and integrations.

Each plan comes with a free trial.

16. SymphonyAI IT Service Management

SymphonyAI IT Service Management is an AI-powered platform that can optimize IT service delivery through advanced automation, analytics, and workflow management with its enterprise-level functionality.

Key Features of SymphonyAI IT Service Management

• Generative AI for service requests: Uses AI to predict and manage service requests, reducing manual interventions.

• Low-code/no-code workflow customization: You can design personalized workflows without coding expertise.

• Multi-tenant support: The platform offers multi-tenant architecture, which is ideal for larger corporations that manage a lot of clients or business units.

Why Do Users Like SymphonyAI IT Service Management?

• UI is extremely user friendly

• Automated features can help you onboard customers faster
  

• Symphony SummitAI - has been a fantastic tool for our IT and Customer experience team

Who is SymphonyAI IT Service Management a Good Fit For?

• Businesses that want to reduce service desk overload: A good fit for teams that want to minimize manual interventions by automating ticket escalations through AI.

• Firms that want low-code customization: SymphonyAI's no-code/low-code Design Studio makes it easier for you to adapt IT workflows without relying on developers.

• Enterprises that require complex multi-tenant support: Organizations that manage multiple clients or business units use a system that supports multi-tenant environments while ensuring security and compliance.

What are Some Limitations of SymphonyAI IT Service Management?

• Integration challenges: Integrating SymphonyAI IT Service Management with legacy systems requires specialized expertise and takes more time than expected. [See G2 Review]

• Modification difficulties: Making changes and integrating additional features is somewhat complicated. [See G2 Review]

• Slow support and issue resolution: Resolving issues and custom automations takes too long. [See G2 Review]

SymphonyAI IT Service Management Pricing

SymphonyAI IT Service Management offers custom pricing based on your specific needs and usage.

Pricing details are not publicly disclosed, so you’ll have to contact Symphony directly to get an accurate quote.

Kustomer — The #1 Alternative to Jira Service Management

Jira Service Management isn’t keeping up with the demands of modern customer support - there are simply too many drawbacks that are holding companies back from delivering top-tier service.

That’s where Kustomer steps in.

Kustomer simplifies workflows with its intuitive interface and automates repetitive tasks with its AI-driven automation tools.

And with seamless omnichannel support, Kustomer ensures all your customer interactions are connected in one platform, so you have a complete view of each customer without switching between multiple tools or third-party add-ons.

Of all the alternatives we've discussed, Kustomer offers the most comprehensive solution with features tailored to businesses of all sizes - from startups to established enterprises.

Schedule a demo today and see how much more your team can achieve.