11 Ratings
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Score 7.4 out of 100
402 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Atlassian Crowd

For companies that are already using other Atlassian systems, then Atlassian Crowd will fit in very well. This is especially the case if the company is not yet big enough to use LDAP for user management, Atlassian Crowd can act as a temporary solution until the company outgrows it, as it is much easier and simpler than LDAP.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Atlassian Crowd
Jira Service Management (Jira Service Desk)
9.0
Organize and prioritize service tickets
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.9
Expert directory
Atlassian Crowd
Jira Service Management (Jira Service Desk)
9.0
Service restoration
Atlassian Crowd
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.4
Subscription-based notifications
Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.4
ITSM reports and dashboards
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.7

ITSM asset management

Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0
Configuration mangement
Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0
Asset management dashboard
Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0
Policy and contract enforcement
Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0

Change management

Atlassian Crowd
Jira Service Management (Jira Service Desk)
7.7
Change requests repository
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.2
Change calendar
Atlassian Crowd
Jira Service Management (Jira Service Desk)
6.5
Service-level management
Atlassian Crowd
Jira Service Management (Jira Service Desk)
8.5

Pros

Atlassian Crowd

  • Integrates seamlessly with all Atlassian applications out of the box.
  • Provides Single Sign-On (SSO) capabilities for integrated applications.
Patrick Li | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | TrustRadius Reviewer

Cons

Atlassian Crowd

  • We did not get the speed that we needed vs. hosting our own local atlassian product
  • Configuring accounts could have been easier
  • I didn't like the process for installing extensions
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Atlassian Crowd

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
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.
Anonymous | TrustRadius Reviewer

Usability

Atlassian Crowd

No score
No answers yet
No answers on this topic

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

Atlassian Crowd

Atlassian Crowd 9.3
Based on 3 answers
Overall, support is good, you get quick responses from Atlassian's official support system, and documentation is decent enough for you to find what you need.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.4
Based on 50 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

Alternatives Considered

Atlassian Crowd

In most ways, I preferred Duo Security as it offered a better 2-factor authentication method, and Crowd is definitely better than just having to rely on Active Directory. I have always been of the mind to have a centralized server that sits between your active directory (azure or on premise) and the systems that you integrate it with via LDAP or similar protocols. It would surprise a lot of people to see how many organizations do not secure their active directory or LDAP connections
Craig Lockley | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

Atlassian Crowd

  • Centralized user management without the need of an LDAP/AD service.
  • Single Sign-On across applications to reduce users having to remember multiple credentials.
Patrick Li | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Atlassian Crowd

General

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

Atlassian Crowd Editions & Modules

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

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
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atlassian Crowd
8.0
Jira Service Management (Jira Service Desk)
8.7

Likelihood to Renew

Atlassian Crowd
Jira Service Management (Jira Service Desk)
10.0

Usability

Atlassian Crowd
Jira Service Management (Jira Service Desk)
9.5

Support Rating

Atlassian Crowd
9.3
Jira Service Management (Jira Service Desk)
8.4

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