Compare Agiloft, UseResponse, Samanage, and Jira Service Desk

Pricing

 
Enterprise Package
$3000+
per solution
TEAM
$29
per month
GET STARTED
$10
/month
 
Self-Hosted
$899
one-time fee
BUSINESS
$59
per month
FOR GROWING TEAMS
$20
/agent/month
 
Cloud
$15
per agent, per month
PROFESSIONAL
$79
per month
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial
Agiloft
Free Trial
UseResponse
Enterprise Package
$3000+per solution
Self-Hosted
$899one-time fee
Cloud
$15per agent, per month
Free Trial Unavailable
Samanage
TEAM
$29per month
BUSINESS
$59per month
PROFESSIONAL
$79per month
Free Trial
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
9.0
9.0
8.6
8.5
Ease of Use
Ease of Use
8.2
9.3
9.0
7.9
Ease of Setup
Ease of Setup
7.5
9.2
8.7
7.3
Ease of Admin
Ease of Admin
8.4
9.2
8.9
7.4
Quality of Support
Quality of Support
8.7
9.9
9.0
8.0
Ease of Doing Business With
Ease of Doing Business With
9.4
9.8
9.1
8.2
Product Direction (% positive)
Product Direction (% positive)
8.9
10.0
9.2
7.8
Meets Requirements
Agiloft
9.0
UseResponse
9.0
Samanage
8.6
Jira Service Desk
8.5
Ease of Use
Agiloft
8.2
UseResponse
9.3
Samanage
9.0
Jira Service Desk
7.9
Ease of Setup
Agiloft
7.5
UseResponse
9.2
Samanage
8.7
Jira Service Desk
7.3
Ease of Admin
Agiloft
8.4
UseResponse
9.2
Samanage
8.9
Jira Service Desk
7.4
Quality of Support
Agiloft
8.7
UseResponse
9.9
Samanage
9.0
Jira Service Desk
8.0
Ease of Doing Business With
Agiloft
9.4
UseResponse
9.8
Samanage
9.1
Jira Service Desk
8.2
Product Direction (% positive)
Agiloft
8.9
UseResponse
10.0
Samanage
9.2
Jira Service Desk
7.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
48.6%
40.0%
6.7%
16.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
37.1%
46.7%
69.7%
40.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
14.3%
13.3%
23.6%
42.8%
Agiloft
Small-Business
48.6%
Mid-Market
37.1%
Enterprise
14.3%
UseResponse
Small-Business
40.0%
Mid-Market
46.7%
Enterprise
13.3%
Samanage
Small-Business
6.7%
Mid-Market
69.7%
Enterprise
23.6%
Jira Service Desk
Small-Business
16.4%
Mid-Market
40.8%
Enterprise
42.8%

Reviewers' Industry

 
Information Technology and Services
34.9%
Information Technology and Services
25.0%
Information Technology and Services
12.5%
Information Technology and Services
28.7%
 
Computer Software
16.3%
Semiconductors
10.0%
Hospital & Health Care
10.5%
Computer Software
15.3%
 
Telecommunications
4.7%
Internet
10.0%
Higher Education
5.8%
Internet
6.0%
 
Renewables & Environment
4.7%
Higher Education
10.0%
Education Management
5.3%
Telecommunications
4.2%
 
Non-Profit Organization Management
4.7%
Financial Services
10.0%
Computer Software
4.3%
Financial Services
4.2%
 
Other
34.9%
Other
35.0%
Other
61.5%
Other
41.5%
Agiloft
Information Technology and Services
34.9%
Computer Software
16.3%
Telecommunications
4.7%
Renewables & Environment
4.7%
Non-Profit Organization Management
4.7%
Other
34.9%
UseResponse
Information Technology and Services
25.0%
Semiconductors
10.0%
Internet
10.0%
Higher Education
10.0%
Financial Services
10.0%
Other
35.0%
Samanage
Information Technology and Services
12.5%
Hospital & Health Care
10.5%
Higher Education
5.8%
Education Management
5.3%
Computer Software
4.3%
Other
61.5%
Jira Service Desk
Information Technology and Services
28.7%
Computer Software
15.3%
Internet
6.0%
Telecommunications
4.2%
Financial Services
4.2%
Other
41.5%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Eric N.
Executive Sponsor in Information Technology and Services

1) Easy coding-free process-oriented customization 2) Highly flexible in terms of automating nearly any business process 3) Overall simplicity yet customizable enough to look like a custom application 4) Easy enough to customize that users can decide how...

Michael S.
Administrator in Internet

Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized.

Adrian J.
Internal Consultant in Information Technology and Services

Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and...

TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Information Technology and Services

We had some server down issues during our use.

G2 Crowd User in Computer Software

Minor tweaks to the interface will allow better utilization of valuable screen space on a 13-inch laptop.

G2 Crowd User in Information Technology and Services

Lack of integration/automation with custom forms and fields.

Michael E. G.
Administrator in Computer Software

... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA. Other issues: * Limited agents—very costly above 3 * No team-wide visibility into tickets, so multiple ones get filed * Rules never...

 
Agiloft
Most Helpful Favorable Review
Eric N.
Executive Sponsor in Information Technology and Services

1) Easy coding-free process-oriented customization 2) Highly flexible in terms of automating nearly any business process 3) Overall simplicity yet customizable enough to look like a custom application 4) Easy enough to customize that users can decide how...

Most Helpful Critical Review
G2 Crowd User in Information Technology and Services

We had some server down issues during our use.

UseResponse
Most Helpful Favorable Review
Michael S.
Administrator in Internet

Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized.

Most Helpful Critical Review
G2 Crowd User in Computer Software

Minor tweaks to the interface will allow better utilization of valuable screen space on a 13-inch laptop.

Samanage
Most Helpful Favorable Review
Adrian J.
Internal Consultant in Information Technology and Services

Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular OCSInventory NG utility. The friendly and...

Most Helpful Critical Review
G2 Crowd User in Information Technology and Services

Lack of integration/automation with custom forms and fields.

Jira Service Desk
Most Helpful Favorable Review
TINCY G.
User in Information Technology and Services

The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...

Most Helpful Critical Review
Michael E. G.
Administrator in Computer Software

... incredibly crippled. Tools like Zendesk are easier and more useable with JIRA than Service Desk is with JIRA. Other issues: * Limited agents—very costly above 3 * No team-wide visibility into tickets, so multiple ones get filed * Rules never...

Screenshots

 
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Videos

 No videos providedNo videos provided

Samanage Service Platform is an IT and employee service management solution that helps you redefine employee service experiences in a seamless, smart, and meaningful way. With Samanage, you can treat your employees like your best customers through a single service desk for the entire company.

No videos provided
Agiloft
No videos provided
UseResponse
No videos provided
Samanage

Samanage Service Platform is an IT and employee service management solution that helps you redefine employee service experiences in a seamless, smart, and meaningful way. With Samanage, you can treat your employees like your best customers through a single service desk for the entire company.

Jira Service Desk
No videos provided

Downloads

 No downloads providedNo downloads providedNo downloads provided
Agiloft
No downloads provided
UseResponse
No downloads provided
Jira Service Desk
No downloads provided
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