Compare Helpshift, Jira Service Desk, ServiceNow, and Micro Focus Service Management Automation (SMAX)

Pricing

 
Professional
$95 Per User / Per Month
GET STARTED
$10 /month
 
Enterprise
$135 Per User / Per Month
FOR GROWING TEAMS
$20 /agent/month
 
Platinum
$160 Per User / Per Month
 
Free Trial
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Helpshift
Professional
$95Per User / Per Month
Enterprise
$135Per User / Per Month
Platinum
$160Per User / Per Month
Free Trial
Jira Service Desk
GET STARTED
$10/month
FOR GROWING TEAMS
$20/agent/month
Free Trial
ServiceNow
Free Trial Unavailable
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.7
8.5
8.3
8.2
Ease of Use
Ease of Use
8.8
7.9
7.4
7.4
Ease of Setup
Ease of Setup
8.8
7.3
7.2
7.1
Ease of Admin
Ease of Admin
8.5
7.4
7.8
7.5
Quality of Support
Quality of Support
8.5
8.0
7.9
7.6
Ease of Doing Business With
Ease of Doing Business With
8.7
8.2
8.1
8.1
Product Direction (% positive)
Product Direction (% positive)
8.3
7.8
7.7
6.8
Meets Requirements
Helpshift
8.7
Jira Service Desk
8.5
ServiceNow
8.3
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Helpshift
8.8
Jira Service Desk
7.9
ServiceNow
7.4
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Helpshift
8.8
Jira Service Desk
7.3
ServiceNow
7.2
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Helpshift
8.5
Jira Service Desk
7.4
ServiceNow
7.8
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Helpshift
8.5
Jira Service Desk
8.0
ServiceNow
7.9
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Helpshift
8.7
Jira Service Desk
8.2
ServiceNow
8.1
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Helpshift
8.3
Jira Service Desk
7.8
ServiceNow
7.7
Micro Focus Service Management Automation (SMAX)
6.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.7%
16.4%
3.9%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
64.9%
40.8%
16.7%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
18.5%
42.8%
79.3%
69.2%
Helpshift
Small-Business
16.7%
Mid-Market
64.9%
Enterprise
18.5%
Jira Service Desk
Small-Business
16.4%
Mid-Market
40.8%
Enterprise
42.8%
ServiceNow
Small-Business
3.9%
Mid-Market
16.7%
Enterprise
79.3%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Computer Games
13.2%
Information Technology and Services
28.7%
Information Technology and Services
27.7%
Information Technology and Services
25.4%
 
Consumer Services
9.9%
Computer Software
15.3%
Higher Education
7.7%
Hospital & Health Care
10.2%
 
Financial Services
8.2%
Internet
6.0%
Hospital & Health Care
7.4%
Insurance
8.5%
 
Entertainment
8.2%
Telecommunications
4.2%
Computer Software
6.6%
Airlines/Aviation
8.5%
 
Consumer Goods
7.7%
Financial Services
4.2%
Financial Services
5.9%
Utilities
3.4%
 
Other
52.7%
Other
41.5%
Other
44.7%
Other
44.1%
Helpshift
Computer Games
13.2%
Consumer Services
9.9%
Financial Services
8.2%
Entertainment
8.2%
Consumer Goods
7.7%
Other
52.7%
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%
ServiceNow
Information Technology and Services
27.7%
Higher Education
7.7%
Hospital & Health Care
7.4%
Computer Software
6.6%
Financial Services
5.9%
Other
44.7%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 Crowd User

Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.

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...

Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Entertainment

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough...

Lindsay Heinly, M.
Internal Consultant

View is not very user friendly, feels outdated, I imagine there are a lot more features than I realize because it's not an intuitive design

Max L.
User in Broadcast Media

Extremely Slow. confusing, Hard to Setup Slow to add attachments no accept % to and easy research - Key sensitive on research Any customization for your company will slow down the performance no easy to use search ticket options sometimes there is...

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

 
Helpshift
Most Helpful Favorable Review
G2 Crowd User

Assigns in personal inboxes, ability to look at an overview of incoming issues. Keeps app and email inquiries in one place.

Most Helpful Critical Review
G2 Crowd User in Entertainment

The quality of the data cannot be relied upon and often changes. We need a simple view of how many tickets each agent answered and when (hourly), that cannot be manipulated if the ticket is re-opened, closed by another agent or changes statuses. Not enough...

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
Lindsay Heinly, M.
Internal Consultant

View is not very user friendly, feels outdated, I imagine there are a lot more features than I realize because it's not an intuitive design

ServiceNow
Most Helpful Favorable Review
Devon S.
User in Information Technology and Services

ServiceNow's simplicity and ease of access makes clearing tickets easier for technicians as well as making the ticketing system more accessible for users who opt to use the Self-Service. Email alerts are on-point and make managing your queue easy even when...

Most Helpful Critical Review
Max L.
User in Broadcast Media

Extremely Slow. confusing, Hard to Setup Slow to add attachments no accept % to and easy research - Key sensitive on research Any customization for your company will slow down the performance no easy to use search ticket options sometimes there is...

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

Screenshots

 
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Micro Focus Service Management Automation (SMAX)

Downloads

 No downloads providedNo downloads providedNo downloads provided
Jira Service Desk
No downloads provided
ServiceNow
No downloads provided
Micro Focus Service Management Automation (SMAX)
No downloads provided
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