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Top Rated
255 Ratings

Appian

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Top Rated
255 Ratings
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Score 8.7 out of 100
469 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Low-Code Development

    8.5

    Appian

    85%

    Jira Service Management (Jira Service Desk)

    Feature Set Not Supported
    N/A
    Appian ranks higher in 6/6 features

    Visual Modeling

    8.4
    84%
    71 Ratings
    N/A
    0 Ratings

    Drag-and-drop Interfaces

    8.5
    85%
    70 Ratings
    N/A
    0 Ratings

    Platform Security

    8.6
    86%
    69 Ratings
    N/A
    0 Ratings

    Platform User Management

    8.2
    82%
    70 Ratings
    N/A
    0 Ratings

    Reusability

    8.8
    88%
    73 Ratings
    N/A
    0 Ratings

    Platform Scalability

    8.6
    86%
    71 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Appian

    Feature Set Not Supported
    N/A
    9.0

    Jira Service Management (Jira Service Desk)

    90%
    Jira Service Management (Jira Service Desk) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.1
    91%
    78 Ratings

    Expert directory

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Service restoration

    N/A
    0 Ratings
    9.5
    95%
    2 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    72 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.9
    89%
    65 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.3
    83%
    66 Ratings

    ITSM asset management

    Appian

    Feature Set Not Supported
    N/A
    10.0

    Jira Service Management (Jira Service Desk)

    100%
    Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Asset management dashboard

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Policy and contract enforcement

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Change management

    Appian

    Feature Set Not Supported
    N/A
    8.0

    Jira Service Management (Jira Service Desk)

    80%
    Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.7
    87%
    67 Ratings

    Change calendar

    N/A
    0 Ratings
    6.5
    65%
    2 Ratings

    Service-level management

    N/A
    0 Ratings
    8.9
    89%
    71 Ratings

    Attribute Ratings

    • Jira Service Management (Jira Service Desk) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.7

    Appian

    87%
    138 Ratings
    9.0

    Jira Service Management (Jira Service Desk)

    90%
    79 Ratings

    Likelihood to Renew

    9.0

    Appian

    90%
    19 Ratings
    10.0

    Jira Service Management (Jira Service Desk)

    100%
    1 Rating

    Usability

    8.6

    Appian

    86%
    96 Ratings
    9.5

    Jira Service Management (Jira Service Desk)

    95%
    2 Ratings

    Support Rating

    8.1

    Appian

    81%
    174 Ratings
    8.7

    Jira Service Management (Jira Service Desk)

    87%
    48 Ratings

    In-Person Training

    9.0

    Appian

    90%
    1 Rating

    Jira Service Management (Jira Service Desk)

    N/A
    0 Ratings

    Online Training

    6.0

    Appian

    60%
    2 Ratings

    Jira Service Management (Jira Service Desk)

    N/A
    0 Ratings

    Implementation Rating

    1.6

    Appian

    16%
    9 Ratings

    Jira Service Management (Jira Service Desk)

    N/A
    0 Ratings

    Likelihood to Recommend

    Appian

    Appian works great for automating manual processes and integrating multiple systems through its toolset. It gives great flexibility for establishing rules for approvals, routings, escalations, and the like. Because of the low code toolset, it's very easy to deploy and make changes as needed as processes evolve and as the organization learns to utilize the system better. Minimal maintenance is required to support the applications build on the platform. Some of the automated testing integration with tools like Jenkins is limited so that may be an issue for some.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
    Chris Guru | TrustRadius Reviewer

    Pros

    Appian

    • Allows at a glance workflow documentation which assists in the need we have for information readiation.
    • Drag and drop interface for workflow development greatly speeds our apps time to market.
    • Using the advanced features of Appian, we are able to create working sites in a fraction of the time it would take to do so using "traditional" development.
    Richard Owens | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
    • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
    • Allow multiple different entry points and work flows for as many different needs your teams / company have
    Anonymous | TrustRadius Reviewer

    Cons

    Appian

    • Search issues when type ahead and database search are used in the same field.
    • Buttons implementation where user is require[d] to click on the button description - if clicks on the button outside that text - button will not work.
    • Problems with using certain off-the-shelf performance tools like WebLoad or Neoload. That is because of different dynamic variables being used internally in Appian - which these tools are unable to correlate. We are still investigating using other tools like Jmeter to overcome dynamic correlation problem for performance testing.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    • Navigating through issues outside of a kan ban board can be confusing and task heavy.
    • It's easy to clutter up the tool. It could use some easy clean up capabilities.
    • User interface is decent, but could use work to make it more intuitive.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Appian

    General

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

    Starting Price

    $0

    Appian Editions & Modules

    Edition
    Free$0
    Standard60.002
    Flat FeeContact Sales3
    EnterpriseContact Sales4
    1. none
    2. per user per month
    3. one fixed price per app, unlimited users
    4. unlimited number of apps, priced by user
    Additional Pricing Details

    Jira Service Management (Jira Service Desk)

    General

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

    Starting Price

    $0 per month

    Jira Service Management (Jira Service Desk) Editions & Modules

    Edition
    Free$01
    Standard$202
    Premium$402
    EnterpriseContact sales team
    1. per month
    2. per agent/per month
    3. none
    Additional Pricing Details

    Likelihood to Renew

    Appian

    Appian 9.0
    Based on 19 answers
    We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
    Michael Campbell, PMP,CSM | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    Jira Service Management (Jira Service Desk) 10.0
    Based on 1 answer
    No answer on this topic is available.

    Usability

    Appian

    Appian 8.6
    Based on 96 answers
    Appian is a low code environment, because of this, a very good visual interface is required. Appian is providing a feature-rich dashboard [that] we can use for building the dashboards and other interfaces. Appian also provides patches and releases to enhance these features. A developer can start off development just by going through a basic course from the Appian learning community.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    Jira Service Management (Jira Service Desk) 9.5
    Based on 2 answers
    I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
    Mhatet Ramos | TrustRadius Reviewer

    Support Rating

    Appian

    Appian 8.1
    Based on 174 answers
    Appian is one of the leading low code business automation platforms that support RPA, decision rules, case management, workflow automation, and machine learning all in a single bundle. But it is also harder to implement and replace the traditional business process.
    Nabin Poudel | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    Jira Service Management (Jira Service Desk) 8.7
    Based on 48 answers
    I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
    Anonymous | TrustRadius Reviewer

    In-Person Training

    Appian

    Appian 9.0
    Based on 1 answer
    As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    No score
    No answers yet
    No answers on this topic

    Online Training

    Appian

    Appian 6.0
    Based on 2 answers
    Very boring; hard to get through quickly, but rather effective in demonstrating the use of the platform.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    Appian

    Appian 1.6
    Based on 9 answers
    It was really seamless. SaaS in the true definition of the word. We logged on and started using the product. Very easy.
    Peter Newnam | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    Appian

    Appian has enormously transformed and keeps on updating the product every quarter to meet the latest needs of the world with new innovations & technologies being integrated within the platform. What gives more pleasure than a product that keeps on continuous[ly] improv[ing]?
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
    Gary Smolyak | TrustRadius Reviewer

    Return on Investment

    Appian

    • I believe it has negatively impacted our release dates. There may have been a misunderstanding as to the learning curve, even though it is "low code."
    • The look and feel of the applications created using Appian have uniformity and it's easier to have "reuse" between applications.
    • There is less developer control when it comes to features. I think this mainly has to do with the amount of plugins available. I would think there should be many more available plugins. But again, our use case is probably different than most others.
    Anonymous | TrustRadius Reviewer

    Jira Service Management (Jira Service Desk)

    • It is definitely cheaper than Salesforce
    • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
    • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
    Anonymous | TrustRadius Reviewer

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