Atlassian Crowd vs. Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Atlassian Crowd
Score 6.9 out of 10
N/A
Atlassian Crowd is a single sign-on (SSO) solution from Australian-headquartered software company Atlassian.N/A
Jira Service Management
Score 8.1 out of 10
N/A
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Pricing
Atlassian CrowdJira Service Management
Editions & Modules
No answers on this topic
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
Atlassian CrowdJira Service Management
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Atlassian CrowdJira Service Management
Considered Both Products
Atlassian Crowd
Chose 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 …
Jira Service Management

No answer on this topic

Top Pros
Top Cons
Features
Atlassian CrowdJira Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Atlassian Crowd
-
Ratings
Jira Service Management
8.2
75 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings8.374 Ratings
Expert directory00 Ratings9.02 Ratings
Service restoration00 Ratings9.52 Ratings
Self-service tools00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings7.761 Ratings
ITSM reports and dashboards00 Ratings5.762 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Atlassian Crowd
-
Ratings
Jira Service Management
10.0
1 Ratings
19% above category average
Configuration mangement00 Ratings10.01 Ratings
Asset management dashboard00 Ratings10.01 Ratings
Policy and contract enforcement00 Ratings10.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Atlassian Crowd
-
Ratings
Jira Service Management
7.3
69 Ratings
14% below category average
Change requests repository00 Ratings7.363 Ratings
Change calendar00 Ratings6.52 Ratings
Service-level management00 Ratings8.167 Ratings
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Atlassian CrowdJira Service Management
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Score 9.0 out of 10
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OneLogin by One Identity
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Score 9.5 out of 10
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
Enterprises
OneLogin by One Identity
OneLogin by One Identity
Score 9.5 out of 10
Ivanti Neurons for ITSM
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Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Atlassian CrowdJira Service Management
Likelihood to Recommend
8.0
(3 ratings)
5.7
(76 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
9.6
(2 ratings)
Support Rating
9.0
(1 ratings)
9.1
(25 ratings)
User Testimonials
Atlassian CrowdJira Service Management
Likelihood to Recommend
Atlassian
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.
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Atlassian
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
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Pros
Atlassian
  • 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
Read full review
Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
Read full review
Cons
Atlassian
  • 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.
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Atlassian
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
Read full review
Usability
Atlassian
No answers on this topic
Atlassian
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.
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Support Rating
Atlassian
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.
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Atlassian
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.
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Alternatives Considered
Atlassian
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.
Read full review
Atlassian
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
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Return on Investment
Atlassian
  • 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.
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Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.