408 Ratings
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Score 8.2 out of 100
472 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Project Management

    7.7

    Atlassian Jira Align

    77%

    Jira Service Management (Jira Service Desk)

    Feature Set Not Supported
    N/A
    Atlassian Jira Align ranks higher in 14/14 features

    Task Management

    9.0
    90%
    21 Ratings
    N/A
    0 Ratings

    Resource Management

    7.8
    78%
    21 Ratings
    N/A
    0 Ratings

    Gantt Charts

    7.2
    72%
    15 Ratings
    N/A
    0 Ratings

    Scheduling

    7.7
    77%
    17 Ratings
    N/A
    0 Ratings

    Workflow Automation

    7.1
    71%
    16 Ratings
    N/A
    0 Ratings

    Team Collaboration

    9.5
    95%
    21 Ratings
    N/A
    0 Ratings

    Support for Agile Methodology

    9.3
    93%
    20 Ratings
    N/A
    0 Ratings

    Support for Waterfall Methodology

    6.0
    60%
    13 Ratings
    N/A
    0 Ratings

    Document Management

    6.6
    66%
    17 Ratings
    N/A
    0 Ratings

    Email integration

    7.4
    74%
    17 Ratings
    N/A
    0 Ratings

    Mobile Access

    5.7
    57%
    14 Ratings
    N/A
    0 Ratings

    Timesheet Tracking

    7.9
    79%
    15 Ratings
    N/A
    0 Ratings

    Change request and Case Management

    8.3
    83%
    19 Ratings
    N/A
    0 Ratings

    Budget and Expense Management

    8.0
    80%
    11 Ratings
    N/A
    0 Ratings

    Professional Services Automation

    7.4

    Atlassian Jira Align

    74%

    Jira Service Management (Jira Service Desk)

    Feature Set Not Supported
    N/A
    Atlassian Jira Align ranks higher in 4/4 features

    Quotes/estimates

    7.7
    77%
    12 Ratings
    N/A
    0 Ratings

    Invoicing

    6.7
    67%
    12 Ratings
    N/A
    0 Ratings

    Project & financial reporting

    8.1
    81%
    14 Ratings
    N/A
    0 Ratings

    Integration with accounting software

    7.3
    73%
    8 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Atlassian Jira Align

    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

    Atlassian Jira Align

    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 Jira Align

    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

    Atlassian Jira Align

    87%
    21 Ratings
    9.0

    Jira Service Management (Jira Service Desk)

    90%
    79 Ratings

    Likelihood to Renew

    9.5

    Atlassian Jira Align

    95%
    2 Ratings
    10.0

    Jira Service Management (Jira Service Desk)

    100%
    1 Rating

    Usability

    6.9

    Atlassian Jira Align

    69%
    2 Ratings
    9.5

    Jira Service Management (Jira Service Desk)

    95%
    2 Ratings

    Support Rating

    7.3

    Atlassian Jira Align

    73%
    21 Ratings
    8.7

    Jira Service Management (Jira Service Desk)

    87%
    48 Ratings

    Implementation Rating

    10.0

    Atlassian Jira Align

    100%
    1 Rating

    Jira Service Management (Jira Service Desk)

    N/A
    0 Ratings

    Likelihood to Recommend

    Atlassian Jira Align

    The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
    Gene Baker | 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 Jira Align

    • Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
    • Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
    • Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
    • Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
    • Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
    • Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
    • So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
    • Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
    Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG | 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 Jira Align

    • The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
    • The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
    • The interface on some smaller portions of the software are sometimes difficult to understand.
    Ryan McGarry | 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 Jira Align

    General

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

    Starting Price

    $0 per year

    Atlassian Jira Align Editions & Modules

    Edition
    Starting Price$27,000.001
    Maximum Price$3,987,600.001
    1. per year
    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

    Atlassian Jira Align

    Atlassian Jira Align 9.5
    Based on 2 answers
    There is nothing that can be better than Jira but it needs to keep improving certain areas especially the attachment size area.
    Anonymous | 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

    Atlassian Jira Align

    Atlassian Jira Align 6.9
    Based on 2 answers
    Most of the things are easily manageable except certain things that are hidden and you need to ask teammates who are aware of how they can link attachements in the comment section and so on.
    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

    Atlassian Jira Align

    Atlassian Jira Align 7.3
    Based on 21 answers
    Overall support from Jira team is good. It comes at an additional price but it is very efficient. There are no long wait times, you get a dedicated team to look into your issues. The support is available throughout the year and they keep a record of your issues. Overall we are very satisfied with the support they have provided us over the years, it has been very effective for the price that we pay.
    Prathamesh Muzumdar | 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

    Alternatives Considered

    Atlassian Jira Align

    Microsoft Azure Devops won't have the major functionality of software management like Jira. The customization provided by Jira is having a cutting edge over any project management tool. Adds-on and Plugins feature in the Jira Tool make it as perfect as desired task management tool for any company. One of the best Agile based Project Management Tools.
    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 Jira Align

    • It has positively impacted our tech teams, allowing them to better organize the tasks and items they are working on and has greatly improved their ability to communicate & review these tasks with other teams.
    • I believe it negatively impacted other departments as lengthy training was required by many associates to attempt using the tool, only to find out it didn't meet our needs, therefore much time was wasted.
    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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