Compare Jira Service Desk, Track-It!, and Micro Focus Service Management Automation

 
GET STARTED
$10 /month
 
FOR GROWING TEAMS
$20 /agent/month
 
Free Trial
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Free Trial
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Meets RequirementsSee More
Meets RequirementsSee More
8.6
(Based on 416 reviews)
7.9
(Based on 68 reviews)
8.4
(Based on 50 reviews)
Ease of UseSee More
Ease of UseSee More
8.1
(Based on 417 reviews)
8.0
(Based on 68 reviews)
7.6
(Based on 50 reviews)
Ease of SetupSee More
Ease of SetupSee More
7.6
(Based on 156 reviews)
7.5
(Based on 41 reviews)
7.4
(Based on 32 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.7
(Based on 154 reviews)
8.0
(Based on 43 reviews)
7.8
(Based on 32 reviews)
Quality of SupportSee More
Quality of SupportSee More
8.2
(Based on 345 reviews)
7.9
(Based on 53 reviews)
7.8
(Based on 49 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
8.4
(Based on 143 reviews)
8.1
(Based on 41 reviews)
8.3
(Based on 32 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
8.1
(Based on 408 reviews)
5.9
(Based on 67 reviews)
7.2
(Based on 48 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.5%
12.3%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
40.6%
56.2%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
42.9%
31.5%
69.2%
 
Information Technology and Services
28.7%
Information Technology and Services
13.8%
Information Technology and Services
25.4%
 
Computer Software
15.2%
Hospital & Health Care
9.6%
Hospital & Health Care
10.2%
 
Internet
6.0%
Higher Education
7.4%
Insurance
8.5%
 
Telecommunications
4.2%
Utilities
5.3%
Airlines/Aviation
8.5%
 
Financial Services
4.1%
Law Practice
5.3%
Utilities
3.4%
 
Other
41.8%
Other
58.5%
Other
44.1%
Most Helpful Favorable Review
Most Helpful Favorable Review
Sushant D.
User in Information Technology and Services

Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole. It uses kanban board to show a detailed information of the individuals. We can...

G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

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
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...

G2 Crowd User in Information Technology and Services

Old, slow software. Not kept up to date. No Mac client.

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...

 
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Kate from G2 Crowd

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