HelpDesk for JIRA vs JIRA Service Desk

There are differences between HelpDesk for JIRA and JIRA ServiceDesk:


JIRA Service DeskHelpDesk for JIRA
Free users for Customers
YES
YES
Both plugins provide free customer accounts. Customers (Reporters) can log in to Personal Customer Area, but they can not log in to JIRA interface.
Personal Customer Area
YES
YES
Customers have a private area for creating and searching own issues. At HelpDesk customers may see not only their own issues but other issues, which they have permission to see.
Free Agents
NO
YES

You must buy a license for your all users who wants to assign, comment and move issues through the process when you use JIRA Service Desk. So, it is a very expensive solution if you have more than 5 people in the first and second line of your support team.

HelpDesk for JIRA doesn't have Agents. So, all of your JIRA users can process issues for free without any limitations.

Knowledge base integration
YES
YES


JIRA Service Desk provides simple integration with just one knowledge base - Confluence. How does it work? When reporter creates a new issue, JIRA Service Desk show him some Confluence paged fitted for entered issue summary.

HelpDesk also provides Confluence integration (for spaces available for anonymous users), check the relevant guide section – Confluence Integration.

Preventing Duplicates Issues

NO

YES

HelpDesk shows issue's duplicates while the user is creating a new issue. Service Desk doesn't have this feature.
SLA Management

YES

YES

Both plugins provide SLA mechanism. It can help you control resolution time for specific conditions.
SLA ReportsYES


YES

JIRA Service Desk provides simple reports mechanism. But it has is poor and limited metrics for reports. Just like: Average Time and Breached Time. There is no way to extend these reports.

HelpDesk doesn't provide any reports at this moment, but we have a lot of plans here. Stay connected.

CRM for JIRA integration

YES

YES

With Helpdesk&CRM it's very easy to arrange Customer Support based not on single users but on Companies. At Helpdesk portal, you may set a separate tab for user's company issues.

At JIRA you may create different reports that will show Companies Support statistics.

Change notification scheme

NO

YES

At Helpdesk it's possible to set Customer notification rules flexible. ServiceDesk has in-build notification schema for notifications, that can not be changed.
Direct private links in emailsNO


YES


You can enable private links to Jira issues in emails. It helps users go to issues through email without login. Very quick, very simple and safe.