HelpDesk for JIRA vs JIRA Service Desk
HelpDesk for Jira = Alternative to Jira Service Desk
HelpDesk for Jira is different from JIRA Service Management (ex Service Desk) from a functional point of view. But the overall functionality is pretty similar. The following table shows the basics, yet you should check the documentation and evaluate the app to assure it meets your requirements.
| Feature | Jira Service Desk | HelpDesk for Jira | Comments |
|---|---|---|---|
Project Templates The templates used for a quicker service desk setup, based on different use cases | YES | NO | You can use any type of project to add the HelpDesk functionality to it. For example, use Software projects to develop and support in one place! |
Customer Portals | YES | YES | Unlike the Jira Service Desk, the HelpDesk allows you to create not only project-related but also the cross-project portals. |
Enhanced customer permissions | NO | YES | On the HelpDesk portal, customers can edit issues, vote for issues. Check the full list of available actions here: Customer Permissions |
| Issues Tracking A section where created issues can be tracked by customers. | YES | YES | |
Queues | YES | YES | You can create queues using the standard functionality of dashboards (gadgets) and even agile boards (as our SLA fields are board-friendly). |
SLA Management | YES | YES | |
| Visual SLA Reports Working with various statistics of SLA normative being met by your agents. | YES | NO | There are no visual SLA reports yet (upcoming), but there are SLA-related JQL-functions that can help you to build some standard reports and subscriptions. |
| Knowledge Base Management Confluence integration, ability to check the relevant articles while creating a request. | YES | YES | If you have a connected Confluence, a customer can get some tips from it within a portal and during the issue creation (an article must be available for the customer according to the permissions). |
Products & Assets Catalog/CMDB | NO | NO | Check the Catalog for Jira app – simple yet great addon for storing any kind of entities you need. Compatible both with Jira Service Desk and HelpDesk. |
| Organizations Organize your customers to companies for different purposes. | YES | NO | There is another Teamlead app – CRM for Jira – that can be easily connected to the HelpDesk to extend its ability regarding companies' information tracking, company-related issue security levels, sales management and so on. |
Comments Security Levels | YES | YES | |
| Customer Satisfaction Questionnaire Ability to get feedback from a customer. | YES | YES | |
| Relative Issues Fast creation of the linked issues with information auto-copying from the initial issue | NO | YES | Create a linked issue without manually selecting the link type: Create Related Issues |
| Canned Responses Comment Templates for the agents. | NO | YES | Customizable templates for agents are available: Canned Responses |
| Creating Issue from comment Ability to swiftly turn a comment into a new issue. | NO | YES | Quickly create a new issue from comment if a customer tries to put all their questions in one thread: Create an issue from comment |
| Automation Ability to automatize simple support process actions. | YES | NO | Personally, we use the Automation for Jira – Server Lite app that is free and really convenient (and it's just great to delegate sometimes, you know). |
| Similar Issues Search A search of the issues with a similar summary | NO | YES |
Can I use both Jira Service Desk and HelpDesk?
Yes, you can! But note that HelpDesk won't extend your permissions for Jira Service Desk functionality: it will still depend on Service Desk licenses and the apps' features and their settings will work regardless of each other. We personally believe there are no cases when both apps required simultaneously. But if you do not agree – please let us know on our Customer Portal.
Fundamental Differences
- While Jira Service Desk settings are pretty much predefined, with HelpDesk for Jira it's up to you to decide how to organize your support process.
- With HelpDesk you don't need separate kinds of projects – just use any of those you already have if it's convenient for you. You can use both Core and Software types of projects. And yes, agile boards for your support team are real!
- Any of your licensed users can be an agent. That means everyone can contact the customers, browse the SLA information and so on.
- In HelpDesk for Jira settings are mostly managed on the system level by the Jira Administrator rather than on the project level in each project separately.
Licensing Approach
Customers: Customers are free of charge in both Jira Service Desk and HelpDesk for Jira.
Agents: While Jira Service Desk has a specific licensing model (per agent), HelpDesk for Jira uses the standard server apps' licensing approach: you must purchase the app license that matches the highest Jira application tier. For example, if you have a 100-User Jira Software license and a 50 -Jira Service Desk license, your HelpDesk app must be at the 100-User level.
Price Comparison Example (Data Center, July 2021):
| Case | Jira Service Desk | HelpDesk for Jira |
|---|---|---|
| 10000 users max tier, ~ 50 agents | 50 licenses (17,200 USD per year) | 10 000 licenses (10,000 USD per year) |
2000 users max tier, ~ 50 agents | 50 licenses (17,200 USD per year) | 2 000 licenses (2,000 USD per year) |
| 500 users max tier, ~ 100 agents | 100 licenses (28,600 USD per year) | 500 licenses (700 USD per year) |
| 500 users max tier, ~ 300 agents | 500 licenses (85,800 USD per year) | 500 licenses (700 USD per year) |
So the price efficiency can vary depending on the number of agents and the maximal user tier on your instance. The higher the number of your agents in relation to the maximal user tier – the more money-saving will be HelpDesk for Jira for you.
Reviews
HelpDesk for Jira Server: A lower-cost alternative to Jira Service Desk by Valiantys.
Jira Service Desk vs. Helpdesk for Jira: A Comparison of Customer Portal and SLA by iDalko.
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