This review does not include a rating.
This review does not include a rating.
506 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    iET ITSM

    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

    iET ITSM

    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

    iET ITSM

    Feature Set Not Supported
    N/A
    8.2

    Jira Service Management (Jira Service Desk)

    82%
    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

      Likelihood to Recommend

      iET ITSM

      N/A
      0 Ratings
      9.0

      Jira Service Management (Jira Service Desk)

      90%
      80 Ratings

      Likelihood to Renew

      iET ITSM

      N/A
      0 Ratings
      10.0

      Jira Service Management (Jira Service Desk)

      100%
      1 Rating

      Usability

      iET ITSM

      N/A
      0 Ratings
      9.6

      Jira Service Management (Jira Service Desk)

      96%
      2 Ratings

      Support Rating

      iET ITSM

      N/A
      0 Ratings
      8.8

      Jira Service Management (Jira Service Desk)

      88%
      48 Ratings

      Likelihood to Recommend

      iET Solutions, LLC.

      No answers on this topic

      Atlassian

      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.
      Read full review

      Pros

      iET Solutions, LLC.

      No answers on this topic

      Atlassian

      • 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
      Read full review

      Cons

      iET Solutions, LLC.

      No answers on this topic

      Atlassian

      • 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.
      Read full review

      Pricing Details

      iET ITSM

      Starting Price

      Editions & Modules

      iET ITSM editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Jira Service Management (Jira Service Desk)

        Starting Price

        $0 per month

        Editions & Modules

        Jira Service Management (Jira Service Desk) editions and modules pricing
        EditionModules
        Free01
        Standard202
        Premium403
        EnterpriseContact sales team4

        Footnotes

        1. per month
        2. per agent/per month
        3. per agent/per month
        4. none

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Usability

        iET Solutions, LLC.

        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.
        Read full review

        Support Rating

        iET Solutions, LLC.

        No answers on this topic

        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.
        Read full review

        Alternatives Considered

        iET Solutions, LLC.

        No answers on this topic

        Atlassian

        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.
        Read full review

        Return on Investment

        iET Solutions, LLC.

        No answers on this topic

        Atlassian

        • 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.
        Read full review

        Screenshots

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