GrooveHQ vs. Jira Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GrooveHQ
Score 6.5 out of 10
N/A
GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.
$15
per month
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
GrooveHQJira 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
GrooveHQJira Service Management
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
GrooveHQJira Service Management
Top Pros
Top Cons
Features
GrooveHQJira Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GrooveHQ
1.4
6 Ratings
140% below category average
Jira Service Management
8.2
75 Ratings
1% above category average
Organize and prioritize service tickets1.26 Ratings8.374 Ratings
Expert directory1.23 Ratings9.02 Ratings
Subscription-based notifications1.03 Ratings10.01 Ratings
ITSM collaboration and documentation2.03 Ratings7.761 Ratings
Ticket creation and submission2.05 Ratings00 Ratings
Ticket response1.15 Ratings00 Ratings
Service restoration00 Ratings9.52 Ratings
Self-service tools00 Ratings7.268 Ratings
ITSM reports and dashboards00 Ratings5.862 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
GrooveHQ
1.5
5 Ratings
135% below category average
Jira Service Management
-
Ratings
External knowledge base1.54 Ratings00 Ratings
Internal knowledge base1.54 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
GrooveHQ
1.0
5 Ratings
154% below category average
Jira Service Management
-
Ratings
Customer portal1.04 Ratings00 Ratings
Social integration1.01 Ratings00 Ratings
Email support1.15 Ratings00 Ratings
Help Desk CRM integration1.03 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
GrooveHQ
-
Ratings
Jira Service Management
10.0
1 Ratings
20% 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
GrooveHQ
-
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 Ratings8.267 Ratings
Best Alternatives
GrooveHQJira Service Management
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GrooveHQJira Service Management
Likelihood to Recommend
1.7
(7 ratings)
5.8
(76 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
6.0
(1 ratings)
9.6
(2 ratings)
Support Rating
3.0
(1 ratings)
9.1
(25 ratings)
User Testimonials
GrooveHQJira Service Management
Likelihood to Recommend
GrooveHQ
Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
Read full review
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
GrooveHQ
  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
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
GrooveHQ
  • Better Follow-up by customer success team
  • More customization within their major features to fit both, large and small sales teams, alike
  • Their site goes down fairly often
Read full review
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
GrooveHQ
It's well organized, but slow.
Read full review
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
GrooveHQ
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
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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
GrooveHQ
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
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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
GrooveHQ
  • We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use
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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.