Jira Service Management vs. TeamSupport

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.2 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
TeamSupport
Score 8.4 out of 10
Mid-Size Companies (51-1,000 employees)
TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.
$25
per month
Pricing
Jira Service ManagementTeamSupport
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
Support Desk
$40
Per User per Month
Enterprise
$55
Per User per Month
Offerings
Pricing Offerings
Jira Service ManagementTeamSupport
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup fee$2,000 per installation
Additional DetailsPricing is based on annual billing
More Pricing Information
Community Pulse
Jira Service ManagementTeamSupport
Top Pros
Top Cons
Features
Jira Service ManagementTeamSupport
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.9
76 Ratings
9% above category average
TeamSupport
9.1
11 Ratings
11% above category average
Organize and prioritize service tickets9.175 Ratings9.611 Ratings
Expert directory9.02 Ratings7.01 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools8.269 Ratings00 Ratings
Subscription-based notifications10.01 Ratings10.05 Ratings
ITSM collaboration and documentation9.062 Ratings00 Ratings
ITSM reports and dashboards7.763 Ratings00 Ratings
Ticket creation and submission00 Ratings9.611 Ratings
Ticket response00 Ratings9.611 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
21% above category average
TeamSupport
-
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
8.0
70 Ratings
4% below category average
TeamSupport
-
Ratings
Change requests repository8.664 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management8.968 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Jira Service Management
-
Ratings
TeamSupport
9.1
11 Ratings
13% above category average
External knowledge base00 Ratings8.77 Ratings
Internal knowledge base00 Ratings9.410 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Jira Service Management
-
Ratings
TeamSupport
9.7
11 Ratings
19% above category average
Customer portal00 Ratings10.09 Ratings
Social integration00 Ratings9.04 Ratings
Email support00 Ratings10.011 Ratings
Help Desk CRM integration00 Ratings10.07 Ratings
Best Alternatives
Jira Service ManagementTeamSupport
Small Businesses
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
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 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementTeamSupport
Likelihood to Recommend
8.7
(76 ratings)
7.4
(57 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(14 ratings)
Usability
9.6
(2 ratings)
8.9
(8 ratings)
Availability
-
(0 ratings)
1.8
(8 ratings)
Performance
-
(0 ratings)
7.3
(10 ratings)
Support Rating
8.9
(48 ratings)
9.3
(16 ratings)
In-Person Training
-
(0 ratings)
6.4
(1 ratings)
Online Training
-
(0 ratings)
7.7
(3 ratings)
Implementation Rating
-
(0 ratings)
7.5
(12 ratings)
Product Scalability
-
(0 ratings)
1.0
(1 ratings)
User Testimonials
Jira Service ManagementTeamSupport
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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TeamSupport
TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
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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.
Read full review
TeamSupport
  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
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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
TeamSupport
  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
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Likelihood to Renew
Atlassian
No answers on this topic
TeamSupport
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
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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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TeamSupport
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
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Reliability and Availability
Atlassian
No answers on this topic
TeamSupport
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
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Performance
Atlassian
No answers on this topic
TeamSupport
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
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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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TeamSupport
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
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In-Person Training
Atlassian
No answers on this topic
TeamSupport
Able to get hands on training and ask questions.
Read full review
Online Training
Atlassian
No answers on this topic
TeamSupport
Not much training was offered, but it was always provided when we requested it
Read full review
Implementation Rating
Atlassian
No answers on this topic
TeamSupport
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
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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.
Read full review
TeamSupport
TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
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Scalability
Atlassian
No answers on this topic
TeamSupport
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
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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.
Read full review
TeamSupport
  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
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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.

TeamSupport Screenshots

Screenshot of Ticket PageScreenshot of Customer AlertsScreenshot of DashboardScreenshot of Screen & Video RecordingScreenshot of Embeddable Customer PortalScreenshot of Products & Versions