HelpDesk for JIRA vs JIRA Service Desk

HelpDesk for Jira = Alternative to Jira Service Desk

HelpDesk for Jira is different from JIRA ServiceDesk from a functional point of view. But the overall functionality is pretty close. The following table shows the basics, yet you should check the documentation and evaluate the app to assure it meets your requirements.


FeatureJira Service DeskHelpDesk for JiraComments

Customer Portal
A special section where users without Jira license can create issues

YES

YES

Only one – cross-project – Customer Portal (yes, we are thinking about the ability to provide several ones).

Issues Tracking
A section where created issues can be tracked by customers.

YES

YES


SLA Management
Displaying the specified time normative for issue resolving (and other issue actions)

YES

YES


Knowledge Base Management
Confluence integration, ability to check the relevant articles while creating a request.

YES

YES


Organizations
Organizing 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
Visible/invisible for customer types of comment.

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


Canned Responses
Comment Templates for the agents.

NO

YES


Creating Issue from comment
Ability to swiftly turn a comment to a new issue.

NO

YES


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 the separate kind 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 Core license and a 50 -Jira Software license, your HelpDesk app must be at the 100-User level.


Price Comparison Example (Server, December 2019):

CaseJira Service DeskHelpDesk for Jira

2000 users max tier, ~ 10 agents

10 licenses (4,700 USD)

2000 licenses (5,050 USD)

500 users max tier, ~ 100 agents100 licenses (31,600 USD)500 licenses (4,125 USD)
500 users max tier, ~ 300 agents

251+ licenses (65,400 USD)

500 licenses (4,125 USD)


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

There is only one complex review so far: HelpDesk for Jira Server: A lower-cost alternative to Jira Service Desk by Valiantys. In case you have something to say about our app, please send us the link to your article!