Jira Service Management vs. Raiseaticket

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Raiseaticket
Score 9.0 out of 10
N/A
Raiseaticket is a 100% free web-based helpdesk solution. The vendor says it has been developed by a team of experienced developers and infrastructure experts and is backed by insights from Customer Care leaders experienced in the Enterprise, Aviation, Contact Centre, Logistics, Government and Technology Industries. The system is built to service organizations of all sizes and can handle multi-team and multi-company web and email customer support operations. Simplicity is the ultimate in…N/A
Pricing
Jira Service ManagementRaiseaticket
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Jira Service ManagementRaiseaticket
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementRaiseaticket
Top Pros
Top Cons
Features
Jira Service ManagementRaiseaticket
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
75 Ratings
0% above category average
Raiseaticket
8.8
3 Ratings
9% above category average
Organize and prioritize service tickets8.374 Ratings9.53 Ratings
Expert directory9.02 Ratings9.03 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools7.268 Ratings00 Ratings
Subscription-based notifications10.01 Ratings8.53 Ratings
ITSM collaboration and documentation7.761 Ratings8.03 Ratings
ITSM reports and dashboards5.862 Ratings00 Ratings
Ticket creation and submission00 Ratings9.53 Ratings
Ticket response00 Ratings8.53 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
20% above category average
Raiseaticket
-
Ratings
Configuration mangement10.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement10.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.3
69 Ratings
14% below category average
Raiseaticket
-
Ratings
Change requests repository7.363 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.267 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Jira Service Management
-
Ratings
Raiseaticket
9.0
3 Ratings
13% above category average
External knowledge base00 Ratings8.52 Ratings
Internal knowledge base00 Ratings9.53 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Jira Service Management
-
Ratings
Raiseaticket
7.0
3 Ratings
12% below category average
Customer portal00 Ratings7.53 Ratings
IVR00 Ratings6.52 Ratings
Social integration00 Ratings7.01 Ratings
Email support00 Ratings7.03 Ratings
Help Desk CRM integration00 Ratings7.03 Ratings
Best Alternatives
Jira Service ManagementRaiseaticket
Small Businesses
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
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
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
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User Ratings
Jira Service ManagementRaiseaticket
Likelihood to Recommend
5.9
(76 ratings)
9.0
(3 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.6
(2 ratings)
-
(0 ratings)
Support Rating
9.1
(25 ratings)
-
(0 ratings)
User Testimonials
Jira Service ManagementRaiseaticket
Likelihood to Recommend
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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Fonicom Ltd
Raiseticket is the best tool to implement a support system for your business whether it is a small or medium business. If you have limited agents to manage the support team then it will help you to improve your support quality with timely resolution. It will analyse the ticket category and give the team keywords to close the ticket successfully with proper resolution. As it is a web-based tool, you can access this from any device from anywhere. During COVID-19 it helped our team to support our users from remote locations easily. You can also implement these on-site premises which are cheaper than others. But when it comes to modern technology, it is not providing email templates and you have to customize on your own which is a little difficult and time taking. While downloading monthly reports or customized reports it gives errors multiple times. Although we haven't faced any server down with this tool it is a little slow.
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Pros
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.
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Fonicom Ltd
  • Unique user support request can be categorized within SLAs
  • Templates are unique and integration is smooth.
  • reporting and ticket tracking is also good.
Read full review
Cons
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
Fonicom Ltd
  • Pre-set templates could use a bit of a revamp, but nothing major.
Read full review
Usability
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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Fonicom Ltd
No answers on this topic
Support Rating
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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Fonicom Ltd
No answers on this topic
Alternatives Considered
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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Fonicom Ltd
Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.
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Return on Investment
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.
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Fonicom Ltd
  • It saved a lot of time.
  • Increase in productivity of the support staff
  • Resolving the common queries are around 30 % quicker
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.