What users are saying about

Airtable

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
233 Ratings

Jira Service Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
245 Ratings

Airtable

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
233 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.1 out of 101

Jira Service Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
245 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.9 out of 101

Add comparison

Likelihood to Recommend

Airtable

Any sort of database--keeping records of all of our volunteers, recipients, organizations, etc
Juliet Sternberg profile photo

Jira Service Desk

Jira is a great tool for organizations who already have a well-defined process for tickets/projects.If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit.It makes QA much easier since all communication between QA team and developers are in once place (with screenshots, short videos, etc).
Brent Gostkowski profile photo

Feature Rating Comparison

Project Management

Airtable
7.9
Jira Service Desk
Task Management
Airtable
8.4
Jira Service Desk
Resource Management
Airtable
8.9
Jira Service Desk
Gantt Charts
Airtable
6.4
Jira Service Desk
Scheduling
Airtable
8.0
Jira Service Desk
Workflow Automation
Airtable
7.8
Jira Service Desk
Team Collaboration
Airtable
9.0
Jira Service Desk
Support for Agile Methodology
Airtable
8.0
Jira Service Desk
Support for Waterfall Methodology
Airtable
7.7
Jira Service Desk
Document Management
Airtable
8.1
Jira Service Desk
Email integration
Airtable
6.0
Jira Service Desk
Mobile Access
Airtable
8.0
Jira Service Desk
Timesheet Tracking
Airtable
8.5
Jira Service Desk
Change request and Case Management
Airtable
7.9
Jira Service Desk
Budget and Expense Management
Airtable
8.5
Jira Service Desk

Incident and problem management

Airtable
Jira Service Desk
8.8
Organize and prioritize service tickets
Airtable
Jira Service Desk
8.9
Expert directory
Airtable
Jira Service Desk
9.0
Service restoration
Airtable
Jira Service Desk
9.5
Self-service tools
Airtable
Jira Service Desk
8.1
Subscription-based notifications
Airtable
Jira Service Desk
10.0
ITSM collaboration and documentation
Airtable
Jira Service Desk
8.1
ITSM reports and dashboards
Airtable
Jira Service Desk
8.2

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
7.8
Change requests repository
Airtable
Jira Service Desk
8.3
Change calendar
Airtable
Jira Service Desk
6.5
Service-level management
Airtable
Jira Service Desk
8.5

Pros

  • very intuitive and simple to use
  • bug-free
  • we are able to formulate it for our needs instead of fitting into someone else's idea of what we need
  • usable across multiple platforms and devices--desktops, laptops, iphones.
  • editing in real time, and several viewers viewing screens from remote locations
Juliet Sternberg profile photo
  • allows multiple users to collaborate on the same project with ease.
  • offers multiple reporting options to track tickets.
  • automated emails relating to updates - users are always notified when they need to take action on a particular task.
Brent Gostkowski profile photo

Cons

  • entering a single record seems to have to be done across several screens. Perhaps just the way we did it, but would be easier if it were all done on one screen
  • can't figure out how to "hide" a record once one of the people we are visiting dies. We don't want to delete the record, just hide it from the primary view.
  • eventually, it would be great to be able to integrate into Gmail--eg to hit the email address and have that transfer to an email...but perhaps not possible without permission from google...
Juliet Sternberg profile photo
  • Customized reports are not really flexible, easy to learn and generate for quality metrics in particular.
  • It is more effective for small to medium-sized companies. It might not be suitable for a larger company with more than 5000-6000 users; it's only scaleable to a certain point.
  • The fields are not dynamics. Once we choose a field, only related values are shown instead of irrelevant values.
No photo available

Likelihood to Renew

Airtable9.1
Based on 1 answer
compared to other products it is just fabulous.
Andrej Vrsansky profile photo
Jira Service Desk6.0
Based on 1 answer
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

Airtable9.0
Based on 5 answers
Airtable has a plethora of features that suit our needs, although there are little things that could be improved to make it perfect. I believe Airtable is actively working to improve their product so I have every confidence that Airtable is the perfect choice for our purposes.
Stephanie Etchie profile photo
No score
No answers yet
No answers on this topic

Support

Airtable7.3
Based on 1 answer
Sometimes, I have to wait a bit longer but I'm on a low priced option so I understand why. Generally, they're able to provide me solutions to my problems as long as I'm not in a rush.
Malcolm Colman-Shearer profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

Vastly better-. Much easier to set up, edit and view across multiple platforms.
Juliet Sternberg profile photo
We evaluated Remedy's ServiceNow as well as a few homegrown solutions (in SharePoint and in JIRA Software), and found that Service Desk's integration into the rest of the Atlassian suite of products was the best selling point. We already were licensing a number of Atlassian products, and being able to add a Service Desk that pulls from those sources automatically and without much configuration was great. ServiceNow is a very robust tool that checked a lot of our boxes, but it came down to price and integration for us.
Brian Taylor profile photo

Return on Investment

  • 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
  • Currently there are no negatives that we can think of.
Sundeep Gopal profile photo

Pricing Details

Airtable

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No
Airtable Editions & Modules
Airtable
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
Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
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