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- Jira Service Management-vs-Spiceworks Cloud Help Desk
Compare Jira Service Management and Spiceworks Cloud Help Desk 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
0/agent/month
Free
Jira Service Management
Star Rating
(796)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Spiceworks Cloud Help Desk excels in its ticket creation user experience, scoring 8.2, while Jira Service Management shines with a higher score of 8.9, indicating a more streamlined process for users when creating tickets.
- Reviewers mention that the ticket response user experience is notably better in Jira Service Management, with a score of 9.2 compared to Spiceworks' 8.3, suggesting that users find it easier to manage and respond to tickets in Jira.
- G2 users highlight that Spiceworks Cloud Help Desk offers superior SLA Management with a score of 8.8, while Jira Service Management follows closely at 8.4, indicating that both products provide solid SLA features, but Spiceworks has a slight edge.
- Users on G2 report that the automation capabilities in Spiceworks, particularly in ticket routing and assignment, are impressive, with scores of 9.0 and 9.7 respectively, while Jira's automation features, though strong, score slightly lower at 8.7 and 8.9.
- Reviewers mention that the reporting capabilities in Spiceworks are robust, with a score of 9.1 for Reports & Analytics, while Jira Service Management scores 8.9, indicating that Spiceworks may provide more comprehensive insights for users looking to analyze their help desk performance.
- Users say that the mobile user support in Jira Service Management is rated higher at 7.6 compared to Spiceworks' lower score of 5.8, suggesting that Jira offers a more user-friendly mobile experience for on-the-go support management.
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Help Desk
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Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Spiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
Jira Service Management
Free Trial is available
Spiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.7
693
8.6
286
Ease of Use
8.1
697
8.7
287
Ease of Setup
7.7
307
8.7
215
Ease of Admin
7.7
286
8.8
217
Quality of Support
8.3
583
8.4
235
Has the product been a good partner in doing business?
8.6
264
8.9
176
Product Direction (% positive)
8.4
667
8.1
286
Features by Category
Ticket and Case Management
9.0
33
8.2
13
|
Verified
9.2
31
8.3
13
|
Verified
8.7
33
8.8
11
|
Verified
8.9
31
8.3
10
8.6
30
8.8
7
|
Verified
8.6
32
8.8
11
|
Verified
9.1
32
8.1
12
|
Verified
8.2
30
9.0
8
|
Verified
Generative AI
7.9
13
Not enough data
8.1
13
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
34
8.3
12
|
Verified
8.7
34
9.3
12
|
Verified
8.1
27
7.5
6
|
Verified
8.0
25
6.0
5
7.8
24
Feature Not Available
Platform
7.7
31
5.8
8
|
Verified
8.2
34
7.4
9
|
Verified
8.4
33
9.2
10
|
Verified
9.0
31
7.5
8
|
Verified
8.5
32
8.3
9
|
Verified
8.4
30
8.0
11
|
Verified
Administration
9.0
83
|
Verified
Not enough data
8.5
77
|
Verified
Not enough data
8.9
88
|
Verified
Not enough data
Service Desk
9.0
95
|
Verified
Not enough data
9.0
94
|
Verified
Not enough data
8.9
94
|
Verified
Not enough data
Management
9.1
71
|
Verified
Not enough data
9.0
66
|
Verified
Not enough data
8.8
67
|
Verified
Not enough data
8.8
62
|
Verified
Not enough data
8.6
58
|
Verified
Not enough data
Functionality
9.1
75
|
Verified
Not enough data
9.0
67
Not enough data
8.7
72
|
Verified
Not enough data
8.9
71
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
9.0
78
|
Verified
Not enough data
9.1
82
|
Verified
Not enough data
9.1
82
|
Verified
Not enough data
9.7
5
Not enough data
Management Tools
9.0
82
|
Verified
Not enough data
8.9
81
|
Verified
Not enough data
9.2
70
|
Verified
Not enough data
Generative AI
8.1
12
Not enough data
8.6
12
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
224
Feature Not Available
8.7
233
8.8
125
8.7
243
9.3
131
8.3
199
8.2
113
8.3
196
8.2
102
Reporting
8.4
229
8.6
127
8.4
223
8.4
107
7.9
154
Feature Not Available
Access & Usability
7.8
150
8.1
98
8.5
198
8.9
106
8.4
161
8.9
89
8.3
157
Feature Not Available
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and Spiceworks Cloud Help Desk are categorized as Service Desk and Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, and IT Alerting
Spiceworks Cloud Help Desk has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.4%
Computer Software
16.2%
Internet
5.5%
Financial Services
4.7%
Telecommunications
3.6%
Other
39.6%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Most Helpful Critical Review
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
Spiceworks Cloud Help Desk
Most Helpful Favorable Review
Greg M.
Verified User in Information Technology and Services
Free. All-encompassing package ties together a hardware and software inventory of your network with helpdesk features to simplify the IT manager's life. The time to value is great, and the amount of information it can provide you in a short time is...
Most Helpful Critical Review
Albert D.
Verified User in Information Technology and Services
Sometimes the colors do clash and are a bit too bright.
TINCY G.
Verified User in Information Technology and Services
The kind of view it offers, which is easily understandable and therefore resulting in faster issue resolution. The ease with which daily work can be logged and monitored. It also provides an option to track the issue which is indeed helpful as it helps me...
Greg M.
Verified User in Information Technology and Services
Free. All-encompassing package ties together a hardware and software inventory of your network with helpdesk features to simplify the IT manager's life. The time to value is great, and the amount of information it can provide you in a short time is...
Yusuke S.
Verified User in Human Resources
It may take some time to get used to the tool and learn how to use its various features effectively.
Albert D.
Verified User in Information Technology and Services
Sometimes the colors do clash and are a bit too bright.
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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