10 Ratings
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Score 5.8 out of 100
498 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    Atlassian Crowd

    Feature Set Not Supported
    N/A
    9.1

    Jira Service Management (Jira Service Desk)

    91%
    Jira Service Management (Jira Service Desk) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.2
    92%
    79 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
    8.3
    83%
    73 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    9.1
    91%
    66 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.4
    84%
    67 Ratings

    ITSM asset management

    Atlassian Crowd

    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

    Atlassian Crowd

    Feature Set Not Supported
    N/A
    8.1

    Jira Service Management (Jira Service Desk)

    81%
    Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.9
    89%
    68 Ratings

    Change calendar

    N/A
    0 Ratings
    6.5
    65%
    2 Ratings

    Service-level management

    N/A
    0 Ratings
    9.0
    90%
    72 Ratings

    Attribute Ratings

    • Atlassian Crowd is rated higher in 1 area: Support Rating
    • Jira Service Management (Jira Service Desk) is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    Atlassian Crowd

    80%
    3 Ratings
    9.1

    Jira Service Management (Jira Service Desk)

    91%
    80 Ratings

    Likelihood to Renew

    Atlassian Crowd

    N/A
    0 Ratings
    10.0

    Jira Service Management (Jira Service Desk)

    100%
    1 Rating

    Usability

    Atlassian Crowd

    N/A
    0 Ratings
    9.6

    Jira Service Management (Jira Service Desk)

    96%
    2 Ratings

    Support Rating

    9.0

    Atlassian Crowd

    90%
    2 Ratings
    8.8

    Jira Service Management (Jira Service Desk)

    88%
    48 Ratings

    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 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

    Atlassian Crowd

    • It is very easy for users to create tickets
    • Standing up atlassian crowd is a breeze
    • Not having to manage any hardware infrastructure is great
    Anonymous | 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

    Atlassian Crowd

    • Some systems that are not crucial turned into more work than what was originally deemed necessary to successfully deploy Crowd.
    • Linux support was there as it was built mostly to support Windows based systems
    • Documentation was supported but most issues we had required us to contact Atlassian support.
    Craig Lockley | 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

    Atlassian Crowd

    General

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

    Starting Price

    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

    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

    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) 9.6
    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 9.0
    Based on 2 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) 8.8
    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

    Alternatives Considered

    Atlassian Crowd

    These products allow you to install them on your own infrastructure, so you can manage all aspects of them which can prevent you from getting throttled from API calls. When you hit a certain threshold of scale you may need to switch off of Atlassian Cloud to your own hardware. When you are a small startup, however, this product is probably a good starting point.
    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

    Atlassian Crowd

    • New systems are tough when it comes to an ROI, as a dollar amount for saving time on a sign-in can be tough to track. Like most new systems that makes things slightly easier to execute as an end user or manage or support, it really might come down to the existing structure of how a company manages its users.
    • The positives are always with the end user, which I have to say, Crowd was able to accomplish.
    Craig Lockley | 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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