What users are saying about
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Top Rated
279 Ratings
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Top Rated
282 Ratings

Airtable

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Top Rated
279 Ratings
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Score 8.7 out of 101

Jira Service Desk

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Top Rated
282 Ratings
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Score 8 out of 101

Likelihood to Recommend

Airtable

Airtable is a genius solution for the restrictions of spreadsheets when the data needs to be accessed across several layers and presented in a 2D report. Airtable does this naturally without the need to export and modify the data into a database. It is a solution for any team that can benefit from multi-dimensional access to various data.
Adam Farrell profile photo

Jira Service Desk

JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.
Gary Smolyak profile photo

Feature Rating Comparison

Project Management

Airtable
8.1
Jira Service Desk
Task Management
Airtable
8.4
Jira Service Desk
Resource Management
Airtable
8.6
Jira Service Desk
Gantt Charts
Airtable
7.5
Jira Service Desk
Scheduling
Airtable
7.9
Jira Service Desk
Workflow Automation
Airtable
7.3
Jira Service Desk
Team Collaboration
Airtable
9.1
Jira Service Desk
Support for Agile Methodology
Airtable
7.7
Jira Service Desk
Support for Waterfall Methodology
Airtable
7.3
Jira Service Desk
Document Management
Airtable
7.8
Jira Service Desk
Email integration
Airtable
7.5
Jira Service Desk
Mobile Access
Airtable
8.2
Jira Service Desk
Timesheet Tracking
Airtable
8.6
Jira Service Desk
Change request and Case Management
Airtable
8.0
Jira Service Desk
Budget and Expense Management
Airtable
8.9
Jira Service Desk

Incident and problem management

Airtable
Jira Service Desk
8.8
Organize and prioritize service tickets
Airtable
Jira Service Desk
8.8
Expert directory
Airtable
Jira Service Desk
9.0
Service restoration
Airtable
Jira Service Desk
9.5
Self-service tools
Airtable
Jira Service Desk
8.0
Subscription-based notifications
Airtable
Jira Service Desk
10.0
ITSM collaboration and documentation
Airtable
Jira Service Desk
8.0
ITSM reports and dashboards
Airtable
Jira Service Desk
8.0

ITSM asset management

Airtable
Jira Service Desk
10.0
Configuration mangement
Airtable
Jira Service Desk
10.0
Asset management dashboard
Airtable
Jira Service Desk
10.0
Policy and contract enforcement
Airtable
Jira Service Desk
10.0

Change management

Airtable
Jira Service Desk
7.7
Change requests repository
Airtable
Jira Service Desk
8.2
Change calendar
Airtable
Jira Service Desk
6.5
Service-level management
Airtable
Jira Service Desk
8.4

Pros

Airtable

  • Airtable excels in its ability to display complex data in a simple way thanks to predefined layouts.
  • It is extremely easy to switch between the grid and list layouts when necessary. This would require setting up a new spreadsheet every time.
  • The whole app is easily scalable as our requirements change.
Adam Farrell profile photo

Jira Service Desk

  • When typing up a summary for an issue, the suggestions from Confluence are excellent!
  • Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution."
  • Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.
No photo available

Cons

Airtable

  • The proprietary nature of Airtable makes the importing and exporting of data an occasional problem.
  • The learning curve for users with no database background.
  • The pricing model is restrictive.
Adam Farrell profile photo

Jira Service Desk

  • Service Desk licensing is separate from the rest of JIRA's licensing so multiple licenses are required. Our company had purchased a large licence for JIRA and had to explore and figure out how much we could do with Service Desk before purchasing the next tier of Service Desk licenses.
  • A service desk customer can accidentally create a ticket in the wrong Service Desk and cannot move the ticket to the proper location based off the permissions available to customers, collaborators, and sometimes agents depending on the JIRA project permissions.
  • JIRA permissions and Service Desk permissions are separate permissions that must be managed separately. This makes administering JIRA and Service Desk permissions more complicated.
No photo available

Likelihood to Renew

Airtable

Airtable 9.1
Based on 1 answer
compared to other products it is just fabulous.
Andrej Vrsansky profile photo

Jira Service Desk

Jira Service Desk 9.6
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Usability

Airtable

Airtable 8.6
Based on 19 answers
Airtable is a fast and well-thought-out tool for managing data regardless of its scale and scope. It is able to handle all requests, unlike the typical spreadsheet, making it an invaluable tool that provides results almost immediately.
Adam Farrell profile photo

Jira Service Desk

No score
No answers yet
No answers on this topic

Support

Airtable

Airtable 7.0
Based on 15 answers
We have not had many interactions with the support team, and on the limited occasions we have, we got answers quickly and efficiently.
Adam Farrell profile photo

Jira Service Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Airtable

Airtable combines the simplicity of a spreadsheet with the possibilities that come with a database, all within one tool. We have chosen it after a short evaluation. It is incredibly easy to use after a short training, making it a great tool compared to the typical spreadsheet-based apps.
Adam Farrell profile photo

Jira Service Desk

We did select Jira initially because of its simplicity and ease of setup but it turned out to be a lot more complex to get up and running!We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with Service Now for commercial and Management decisions!
No photo available

Return on Investment

Airtable

  • I would estimate it has personally saved me 2 hours a week of administration better invested in other things. These are the most valuable cost savings I have on a personal level.
  • I was able to explore, populate, configure and prepare Airtable for what I needed for free. Only when we reached the point of being ready to make full use of the system did we need to spend a penny.
  • Replacing Excel for administrative tasks with Airtable will eventually save us hundreds of lost hours a year.
Chris Chinn profile photo

Jira Service Desk

  • This is not a real ROI, for our investment, both Atlassian’s professionalism and product quality brought us a plus from the customer side.
No photo available

Pricing Details

Airtable

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Airtable Editions & Modules

Additional Pricing Details

Jira Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Desk Editions & Modules

Edition
Small Teams$101
Growing teams$202
Large teamsDiscount3
  1. per agent for up to 3 agents
  2. per agent per month for 4-15 agents
  3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

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