What is the difference between Jira and Service Desk?
Jira Software and Jira Service Desk (now Jira Service Management) are distinct Atlassian tools with different primary focuses. Jira Software supports agile project and task management for development teams, while Jira Service Desk handles IT service management for support teams managing requests and incidents.
Use cases to picture the difference:
- Use Jira Software for software projects involving code tracking, sprints, and agile workflows.
- Use Jira Service Desk for service desks handling tickets, self-service requests, and operational support across IT, HR, or facilities.
Related content
Jira Service Desk (now known as Jira Service Management) is not a CRM system. It is an IT Service Management tool designed to handle incoming service requests, issue tracking, incident management, and IT workflows rather than managing customer relationships and sales pipelines like a CRM. Jira Service Management focuses on customizable workflows, SLA management, change and release management, and integration with other Atlassian tools for IT and support teams.
While Jira Service Management helps with customer support requests via a self-service portal and ticketing system, it lacks the broader contact management, sales automation, and marketing features typical of CRM software. CRMs focus on customer data management and sales processes, whereas Jira Service Management is fully oriented toward IT service delivery and operational support.
Alternatives to Jira Service Desk include several robust tools such as Easy Redmine HelpDesk, Zendesk, Freshdesk, Zoho Desk, SolarWinds Service Desk, and open-source options like Zammad and Redmine. These alternatives provide varying features like omnichannel support, automation, incident management, shared inboxes, customizable workflows, and knowledge bases.
