What users are saying about
408 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 408 reviews and ratings
472 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 472 reviews and ratings
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
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
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
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
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
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.
Vice President, Chief Architect, Development Manager and Software Engineer
WySTAR Global Retirement Solutions, a Wells Fargo CompanyFinancial Services, 10,001+ employees
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.
SME - Data Business Analyst
Neem Consulting LimitedResearch, 501-1000 employees
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.
Enterprise Agile Coach
Tata Consultancy ServicesInformation Technology and Services, 10,001+ employees
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

Verified User
Manager in Engineering
Computer Software Company, 1001-5000 employeesCons
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.
Vice President of Research, Neuroscientist
SPARK NeuroResearch, 11-50 employees
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.

Verified User
Consultant in Human Resources
Management Consulting Company, 201-500 employeesPricing 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 |
- 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 |
Enterprise | Contact sales team |
- per month
- per agent/per month
- 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.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 5001-10,000 employeesJira 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.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 5001-10,000 employeesJira 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.
PRODUCT SUPPORT TECHNICIAN
FIS GLOBAL SOLUTIONSFinancial Services, 1001-5000 employees
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.
Team Lead Manager- Analytics
PatagoniaRetail, 501-1000 employees
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.

Verified User
Administrator in Information Technology
Logistics & Supply Chain Company, 10,001+ employeesAlternatives 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.

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employeesJira 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.
Development Operations Systems Administrator
14 WestMarketing and Advertising, 501-1000 employees
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.

Verified User
Project Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesJira 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.

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 51-200 employees