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16 Best Jira Service Management Alternatives for 2026 & Beyond

Not sure if Jira Service Management is right for you? Here are 16 amazing alternatives for 2026 that could be just what you need.

Kustomer

Jan 29, 2026

39 min read

Jira Service Management remains a popular choice for IT service management, but it’s far from perfect.

Some of the most talked about drawbacks include the non-intuitive interface and the fact that it requires a lot of development knowledge to utilize what it fully has to offer.

There’s also the heavy reliance on third-party plugins to access key features that aren't available out of the box.

And let’s be real – modern IT teams have more pressing issues at hand than spending weeks trying to figure out Jira Service Management.

You're here for a reason looking for alternative solutions. And that's why we did the heavy lifting for you and prepared a list of the top rated Jira Service Management alternatives where we analyze how it stacks up against the rest of the competition in the market.

Why Consider an Alternative to Jira Service Management?

Here are some common reasons why businesses look for alternatives to Jira Service Management:

Harder to master: A common complaint among companies is that they find Jira harder to learn than other IT solutions and need extensive ITIL training for their technical teams. [See G2 Review]
Limited process configuration: The platform doesn't offer many built-in process configurations, which leaves all the work to the user. [See G2 Review]
Notification issues: The notification system is unreliable and often causes agents to miss important emails and forget to check replies. [See G2 Review]
Slow interface: Many users complain that the interface tends to work very slowly and can impact time-to-reply. [See G2 Review]

Features to Look for in a Jira Service Management Alternative

Here are the most common features that customers look for in an ITSM solution:

User-friendly interface that’s easy to navigate: Choose a platform with an intuitive and easy-to-navigate interface. Users appreciate alternatives that allow teams to get up and running quickly without extensive training.
Customization options: Look for tools that offer moderate to extensive customization options. You should be able to customize workflows, dashboards, and service catalogs at the very least.
Advanced automation: Automating repetitive tasks, such as ticket routing and escalation, can significantly improve efficiency and reduce the workload on your support team.
Tools for in-depth reporting and analytics: Access to real-time insights and customizable reports helps teams monitor performance, spot trends, and make informed decisions - so make sure to assess the reporting tools the platform offers.
Seamless integrations: Make sure that your tool can integrate smoothly with the tools your organization already uses - whether it’s CRM systems, communication platforms, or development tools.

Top 16 Competitors to Jira Service Management

Kustomer
Freshservice
ManageEngine ServiceDesk Plus
Zendesk
Zoho Desk
SysAid
ServiceNow ITSM
Ivanti
TOPdesk
BMC
SolarWinds Service Desk
EasyVista
Spiceworks Cloud Help Desk
HubSpot Service Hub
Atera
SymphonyAI IT Service Management

1. Kustomer

Image of a Black woman calling on a cell phone with a UI display of the Kustomer timeline with orders and shipping activity

Kustomer stands out as the best modern alternative to Jira Service Management because it is CRM-native, not ticket-native. While Jira excels at IT workflows, Kustomer is purpose-built for external customer experience, replacing disconnected tickets with a single, data-rich Customer Timeline.

In 2026, Kustomer moves beyond simple "support" to Agentic AI. Its platform empowers you to deploy specialized AI Agents that don't just answer FAQs—they perform actions. By integrating deeply with your backend systems, Kustomer’s AI can autonomously process refunds, modify subscriptions, and track shipments without human intervention. This allows support teams to resolve a significant percentage of inquiries instantly, leaving human agents free to handle complex, high-value relationships.

Key Features of Kustomer

Autonomous AI Agents: Unlike traditional chatbots that get stuck, Kustomer’s Agentic AI can reason, plan, and execute multi-step workflows (like check inventory -> process exchange -> "email confirmation) autonomously.
CRM-Native Timeline: Instead of treating customers as isolated tickets, Kustomer aggregates every interaction—email, chat, order history, and website visits—into a continuous, real-time view. This gives both AI and human agents the full context they need to personalize every response.
Actionable Self-Service: Kustomer’s AI doesn't just link to help articles; it resolves problems. Customers can check order statuses, update shipping addresses, or claim warranties directly in the chat window, 24/7.
AI Copilot for Reps: For complex issues, the AI Copilot assists human agents by instantly summarizing long conversation histories, suggesting tone-adjusted replies, and surfacing relevant policy data in the sidebar.
Unified Agent Workspace: Agents manage email, SMS, WhatsApp, social, and voice from a single interface. The no-toggle design ensures agents never lose context when switching between channels.
Real-Time Sentiment & Intent: The platform automatically detects customer sentiment (e.g., Frustrated) and intent (e.g., Churn Risk), routing high-priority cases to specialized VIP teams instantly.
Mobile-Ready Support: A fully functional mobile app allows agents to manage queues, respond to customers, and view full timelines from anywhere.

Why Do Companies Choose Kustomer Over Jira Service Management?

Companies choose Kustomer over Jira Service Management (JSM) because they need a platform built for customer experience, not IT operations. While Jira is the gold standard for internal technical tickets, its rigid, ticket-centric structure creates friction for external support teams who need speed, context, and personalization.

Here is why modern brands switch to Kustomer:

Unified customer timeline. Jira treats every interaction as an isolated ticket number (e.g., TICKET-101), scattering history across the database. Kustomer consolidates everything—orders, chats, emails, and website visits—into a single, real-time Customer Timeline, giving agents instant context without digging through tabs.
Actionable agentic AI. Jira’s automation excels at internal routing and IT reporting. Kustomer’s Agentic AI connects to your backend to actually resolve customer issues—like processing refunds, tracking packages, or modifying subscriptions—autonomously, 24/7.
No-code agility. Managing Jira often requires certified administrators and complex engineering resources. Kustomer offers a user-friendly, no-code interface that allows support managers to update workflows, routing rules, and AI logic in minutes, not weeks.
True omnichannel support. Jira focuses heavily on email and web portals. Kustomer is built for the modern consumer, unifying real-time messaging across WhatsApp, SMS, social media, and voice into one seamless conversation stream.

Here Is What Real Users Are Saying about the Benefits of Kustomer

Kustomer has a lot of features where we can see our previous chats, listen to previous calls, or check the emails sent to the customers, which can help us provide a good customer support experience. [*]
Kustomer is very easy to navigate and its overall functionality is truly amazing. This tool is a game-changer. [*]
What I like best about Kustomer is the easy navigation of every conversation ticket, the side panel tools, the capability to use pre-made email macros for quick messaging to customers, and the real-time customer satisfaction survey response. [*]

How Kustomer outperforms Jira Service Management

While Jira sets the standard for IT backlogs, Kustomer is built for the speed and context of modern consumer support.

True omnichannel vs. email silos. Jira relies heavily on web portals and email threads. Kustomer unifies real-time messaging—WhatsApp, SMS, social, and chat—into a single conversation, allowing customers to switch channels without restarting the discussion.
Customer timeline vs. ticket numbers. Jira views inquiries as isolated incidents (e.g., Ticket #905). Kustomer aggregates every interaction, purchase, and website visit into a continuous Customer Timeline, giving agents immediate context on who they are helping, not just what is broken.
Agentic AI vs. internal routing. Jira’s automation focuses on moving tickets between departments. Kustomer’s agentic AI focuses on resolution, autonomously performing backend actions—like processing refunds or tracking packages—without human involvement.
No-code agility vs. IT dependency. Jira often requires certified admins to manage complex workflows. Kustomer’s intuitive, no-code interface empowers support leaders to update routing rules and AI logic instantly, removing the bottleneck of IT requests.

What Real Customers Are Saying about Kustomer

Glovo managed hyper-growth by switching to Kustomer, achieving a 92% SLA adherence rate while handling millions of weekly support interactions across 20+ countries.
Kin Insurance reduced their average response time by 56% by using Kustomer to consolidate SMS, chat, and email into a single, data-rich view for their agents.
Turo, the world’s largest car-sharing marketplace, upgraded from a ticket-based CRM to a fully conversational customer service platform with Kustomer.

2. Freshservice

Freshservice is a cloud-based IT service management (ITSM) tool designed for teams that need to handle everything from incidents to asset tracking without the complexity of legacy tools. It is known for its user-friendly interface and rapid setup.

Key features of Freshservice

Freddy AI copilot: Uses generative AI to summarize tickets, draft responses, and help agents troubleshoot issues faster.
Unified service management: Combines incident, problem, change, and asset management into a single platform.
Service catalog: A customizable self-service portal that allows employees to request hardware, software, or services like "New Employee Onboarding."
Workflow automator: A no-code, drag-and-drop builder that lets you automate routing, approvals, and complex multi-stage workflows.
Asset management: Tracks hardware, software, and contracts throughout their lifecycle, including auto-discovery of assets.
Project management: Integrated project management modules (available in Pro/Enterprise) allow IT teams to bridge the gap between ticketing and major projects.

Who is Freshservice a good fit for?

Mid-market IT teams: Ideal for organizations that need ITIL-aligned processes (like Change and Problem management) but want to avoid the high cost and complexity of ServiceNow.
Non-IT departments: With its "Business Teams" features, it is widely used by HR, Facilities, and Legal teams to manage their own service requests.
Schools and healthcare: Its ease of use and compliance features make it a strong fit for education and healthcare providers.

Why Do Users Like Freshservice?

What are Some Limitations of Freshservice?

Slack/Freddy integration issues: Users report that the Slack/Freddy integration is unreliable, yet still carries a premium cost despite being in beta. [See G2 Review]
Limited support portal customization: The support portal lacks options for customizing themes and company colors. [See G2 Review]
Starter plan lacks some features: The Starter subscription does not include advanced analytics or SLA management, which are reserved for higher-tier plans. [See G2 Review]

Freshservice Pricing

Freshservice offers four main subscription tiers (billed annually):

Starter ($19/user/month): Includes incident management, self-service portal, and knowledge base.
Growth ($49/user/month): Adds the service catalog, asset management (up to 100 assets), and approval workflows.
Pro ($99/user/month): Adds full ITIL features (Problem, Change, Release management), project management, and license management.
Enterprise ($119/user/month): Includes everything in Pro plus the Freddy AI virtual agent, sandbox for testing, and audit logs.

3. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a comprehensive ITSM suite that offers deep functionality for ITIL processes. It is available as both a cloud-based and on-premise solution, making it a popular choice for organizations with strict data hosting requirements.

Key features of ManageEngine ServiceDesk Plus

Incident management: Automates the entire ticket lifecycle, from creation to closure, with rule-based routing.
Enterprise service management (ESM): Allows you to spin up unique service desk instances for other departments (HR, Facilities) within the same account.
Asset management: Provides deep visibility into hardware and software assets, including license compliance and purchase management.
Change management: A robust module for planning and tracking IT changes with minimal risk and downtime.
Project management: Helps IT teams manage resources and timelines for large-scale IT implementations.
Zia AI: An intelligent assistant that offers voice-based commands, predictive analytics, and sentiment analysis.

Who is ManageEngine ServiceDesk Plus a good fit for?

ITIL-focused organizations: Teams that strictly follow ITIL best practices for incident, problem, and change management.
Companies needing on-premise: One of the few major vendors that still offers a robust on-premise version for high-security environments.
Cost-conscious enterprises: Offers a feature-rich "Standard" plan at a lower entry point than many competitors.

Why Do Users Like ManageEngine ServiceDesk Plus?

What Are Some Limitations of ManageEngine ServiceDesk Plus?

Pricing: Some users feel the pricing is steep compared to the limited features available when compared to top-tier alternatives. [See G2 Review]
Harder to customize: It can take considerable time and effort to customize the tool to meet specific business needs. [See G2 Review]
Lack of flexibility: Users mention that it doesn’t offer the same level of flexibility and customization options as some competing products. [See G2 Review]

ManageEngine ServiceDesk Plus Pricing

ManageEngine uses a three-tier model for its cloud version (billed annually):

Standard ($13/technician/month): Includes IT help desk, SLA management, and the self-service portal.
Professional ($27/technician/month): Adds IT asset management (hardware and software) and purchase management.
Enterprise ($67/technician/month): The full suite including problem, change, and project management, plus the service catalog and asset management.

4. Zendesk

Zendesk is a customer experience powerhouse that has expanded heavily into internal help desk use cases. It excels at Employee Experience (EX), treating employees like customers by providing a consumer-grade support interface.

Key features of Zendesk

Agent workspace: A unified interface that pulls in emails, chats, and internal messages into a single conversation stream.
AI agents: Advanced bots that can autonomously resolve routine employee questions (e.g., "How do I reset my VPN?") by scanning the knowledge base.
Self-service help center: A highly customizable portal that lets employees find answers to FAQs and policy documents.
Intelligent triage: Automatically detects the intent and sentiment of a request to route it to the right department (e.g., IT vs. HR).
Side conversations: Allows agents to chat internally with other teams (via Slack or email) directly inside the ticket without leaving the help desk.
Marketplace: Access to over 1,200 pre-built integrations to connect with tools like Jira, Slack, and Microsoft Teams.

Learn more → Zendesk Features Mega Teardown: Advantages & Disadvantages

Who is Zendesk a good fit for?

Employee-centric companies: Best for organizations that want their internal IT support to feel as friendly and responsive as B2C customer service.
Retail and tech companies: Ideal for businesses that already use Zendesk for external support and want to consolidate internal ops on the same platform.
Teams needing speed: Known for its fast implementation and intuitive design compared to traditional ITSM tools.

Why Do Users Like Zendesk?

What Are Some Limitations of Zendesk?

Translation glitches: The translator doesn’t always work as expected which can lead to miscommunication. [See G2 Review]
Ticket status limitations: You can’t modify the default ticket statuses, which limits how teams manage support workflows. [See G2 Review]
Dull interface design: Some customers would like to see an improved and more modern user interface. [See G2 Review]

Learn more → Is Zendesk Worth It? Hmm... See The Pros & Cons

Zendesk Pricing

Zendesk splits its pricing into Support (basic) and Suite (comprehensive) plans. Most modern teams choose the Suite.

Support Team ($19/agent/month): Basic email ticketing and business rules.
Suite Team ($55/agent/month): Adds the help center, messaging (chat), and pre-built automations.
Suite Growth ($89/agent/month): Adds customizable ticket layouts, light agents, and SLAs.
Suite Professional ($115/agent/month): Adds advanced routing, custom analytics, side conversations, and community forums.

5. Zoho Desk

Zoho Desk is a context-aware help desk solution that is part of the massive Zoho ecosystem. While primarily a customer support tool, it is frequently used by small to mid-sized IT teams due to its affordability and deep integration with Zoho’s other business apps.

Key features of Zoho Desk

Context-aware ticketing: Displays relevant history (like past tickets or CRM data) next to every ticket so agents have full context.
Zia AI: Zoho’s AI assistant that can tag tickets automatically, analyze sentiment, and suggest answers to agents.
Self-service portal: Allows you to build a branded knowledge base and community forum for users to help themselves.
Multi-department support: Lets you manage support for different brands or departments (IT, HR) within a single help desk.
Work modes: Specialized ticket views that organize open tasks by deadline, status, or customer priority.
Mobile app: A robust mobile app that allows agents to reply to tickets and view customer details on the go.

Who is Zoho Desk a good fit for?

Small businesses (SMBs): Extremely cost-effective for teams that need professional ticketing features without the enterprise price tag.
Zoho users: If you already use Zoho CRM or Zoho Assist, this is the natural choice as the integration is seamless.
Teams needing simple automation: Great for teams that need basic SLAs, routing, and canned responses without complex ITIL workflows.

Why Do Users Like Zoho Desk?

What Are Some Limitations of Zoho Desk?

Short trial period: The trial period feels too brief for users to fully explore all of Zendesk’s features. [See G2 Review]
Complexity of advanced features: While the basic interface is user-friendly, advanced features and customizations can be difficult and come with a much steeper learning curve. [See G2 Review]
Limited value in entry-level tiers: The entry-level plans often feel like a teaser to push users to upgrade to higher tiers for essential features. [See G2 Review]

Zoho Desk Pricing

Zoho Desk is one of the most affordable options on the market (billed annually):

Standard ($14/user/month): Includes social channels, product-based ticket management, and public knowledge base.
Professional ($23/user/month): Adds multi-department support, team collision detection, and blueprint process management.
Enterprise ($40/user/month): The full package with Zia AI, live chat, custom functions, and scheduled reports.

6. SysAid

SysAid is a next-generation ITSM platform that is heavily investing in AI-first service management. It is designed to be the co-pilot for IT admins, using generative AI to automate the heavy lifting of ticket categorization, response drafting, and reporting.

Key features of SysAid

SysAid Copilot: A generative AI assistant that allows admins to interact with their data via chat (e.g., "Show me all high-priority server incidents from last week") and auto-generates responses to end-users.
Service automation: A built-in orchestration engine that automates repetitive tasks like password resets, user onboarding, and software deployment without scripting.
Asset management: Automatically discovers and tracks all hardware and software on your network, linking them directly to service tickets for better root cause analysis.
Self-service portal: A consumer-grade portal where users can request services, report issues, and chat with the AI bot to resolve simple problems instantly.
Patch management: Automates the deployment of patches to endpoints, ensuring security compliance without manual intervention.

Who is SysAid a good fit for?

Mid-market IT teams: Ideal for teams that want enterprise-grade AI features without the complexity of Salesforce or ServiceNow.
Lean IT departments: The heavy focus on automation makes it perfect for smaller teams that need to "do more with less."
Healthcare and education: widely used in these sectors due to its strong asset management and compliance reporting tools.

Why Do Users Like SysAid?

What Are Some Limitations of SysAid?

Customization limitations: Some users wish they could modify request formats (like columns or tables) without relying on customer support. [See G2 Review]
Overly detailed interface: The UI can be overwhelming and complex for some users due to the high level of detail. [See G2 Review]
Frequent error 504 issues: Some users experience platform downtime with error 504. [See G2 Review]

SysAid Pricing

SysAid uses a tiered pricing model based on the number of agents (admins). While final costs are quote-based, typical tiers include:

Help Desk: The entry-level plan covers incident management, self-service, and automation.
ITSM: Adds Change and Problem management, service level agreements (SLAs), and the SysAid Copilot add-on.
Enterprise: The full suite with unlimited custom capabilities, advanced BI analytics, and a dedicated customer success manager.

7. ServiceNow ITSM

ServiceNow is the undisputed market leader for enterprise service management. It is not just a help desk; it is a platform of platforms that connects IT, HR, Security, and Customer Service into a single automated workflow engine.

Key features of ServiceNow ITSM

Now Assist (GenAI): The platform’s generative AI controller can summarize complex case histories, generate code for workflows, and draft knowledge articles automatically.
Service operations workspace: A unified dashboard that combines IT Service Management (ITSM) and IT Operations Management (ITOM), allowing agents to see the technical root cause (e.g., a server outage) behind incoming tickets.
Virtual agent: An advanced conversational bot that resolves a high percentage of requests autonomously using Natural Language Understanding (NLU).
Predictive intelligence: Uses machine learning to automatically categorize and route tickets to the correct assignment group based on historical data.
Workflow studio: A visual environment for building complex, cross-departmental workflows (e.g., a "New Hire" workflow that triggers tasks for IT, HR, and Facilities simultaneously).

Who is ServiceNow a good fit for?

Large enterprises: The standard choice for Fortune 500 companies that need to manage complex, global IT environments.
Highly regulated industries: Offers the deepest compliance, governance, and audit trails for finance, government, and healthcare.
Organizations consolidating tools: Ideal for companies wanting to replace separate tools for HR, IT, and Customer Service with a single platform.

Why Do Users Like ServiceNow ITSM?

What Are Some Limitations of ServiceNow ITSM?

High cost: Users complain that ServiceNow ITSM charges higher prices even for the most basic services. [See G2 Review
Unintuitive ticket management: Users find the ticket management system difficult to use. [See G2 Review]
Poor project management tools: The project management feature performs poorly, and the associated statistics are just as disappointing. [See G2 Review]

ServiceNow Pricing

ServiceNow does not publish pricing, but it is a premium enterprise solution. Pricing is typically custom-quoted based on your specific module selection (e.g., ITSM, CSM, HRSD) and volume.

8. Ivanti Neurons for ITSM

Ivanti separates itself from the pack with its focus on "Everywhere Work" and Self-Healing endpoints. Its platform, Ivanti Neurons, integrates deep asset discovery and security tools directly into the service desk, allowing IT to fix issues on a device before the user even reports them.

Key features of Ivanti Neurons for ITSM

Self-healing bots: Ivanti Neurons can detect issues (like low disk space or a stopped service) on a user's laptop and fix them automatically in the background.
Digital employee experience (DEX): Monitors the health of employee devices and scores their experience, helping IT proactively replace aging hardware.
Voice automation: Allows users to open and interact with tickets using voice commands via phone or mobile app.
Hyper-automation: A drag-and-drop builder that automates complex workflows across cloud and on-premise infrastructure.
Release & deployment management: Tightly integrated with Ivanti’s endpoint management tools to ensure software updates don't break service availability.

Who is Ivanti a good fit for?

Asset-heavy organizations: Companies with thousands of laptops, servers, and mobile devices to manage.
Remote workforces: The self-healing and DEX features are specifically designed to support employees working outside the office.
Security-conscious teams: The strong integration between ITSM and security patching makes it a favorite for CISOs.

Why Do Users Like Ivanti Service Manager?

What are some limitations of Ivanti Service Manager?

Slow technical support: Users report that support response times significantly drop when dealing with technical issues. [See G2 Review]
Ineffective search function: The search feature consistently fails to deliver relevant results, which can become a major problem over time. [See G2 Review]
Buggy updates: Each new update tends to introduce more bugs, and they often get resolved only after several new updates. [See G2 Review]

Ivanti Service Manager Pricing

Ivanti operates on a custom quote model with three primary tiers:

Professional: The foundational tier covering Incident, Request, and Knowledge management.
Enterprise: Adds Problem, Change, and Release management, along with the Service Catalog.
Premium: The full suite that includes the Neurons AI/automation engine, Digital Experience Monitoring (DEX), and asset discovery tools.

9. TOPdesk

TOPdesk is a modular, Enterprise Service Management (ESM) tool designed to be shared across departments. Unlike rigid IT tools, TOPdesk allows IT, Facilities, and HR to share a single portal while maintaining their own unique workflows behind the scenes.

Key features of TOPdesk

Modular architecture: You only buy the modules you need (e.g., Incident Management, Reservations, Asset Management), making it highly cost-efficient.
Unified service portal: A single front door for employees to book a meeting room (Facilities), request a laptop (IT), or ask about payroll (HR).
Asset management: A flexible CMDB that can track anything from servers to office chairs.
Reservations management: A unique module specifically for booking rooms, vehicles, and equipment—a feature most ITSM tools lack.
Collaboration hub: Allows operators to easily share tickets and tasks between departments (e.g., Facilities fixes a broken desk, IT sets up the computer).

Who is TOPdesk a good fit for?

Universities and colleges: The reservations module and shared service portal make it a top choice for campus environments.
Mid-sized European companies: Headquartered in the Netherlands, it has a massive presence and strong support network in Europe.
Operations-heavy teams: Perfect for organizations where Facilities and IT work closely together.

Why Do Users Like TOPdesk?

What Are Some Limitations of TOPdesk

Little to no integration options: Some users are frustrated by the lack of integration with popular tools like Power BI and report managers. [See G2 Review]
Steep learning curve: With so many customization options available, some users find the platform difficult to master at the beginning. [See G2 Review]
The platform forces cloud deployment: Users feel they are pushed toward the cloud version, which reduces flexibility a bit for those who want an on-premise version. [See G2 Review]

TOPdesk Desk Pricing

TOPdesk offers transparent, tiered pricing based on the number of agents. (Prices are approximate estimates based on 2026 data):

Essential (~$76/agent/month): Covers basic Incident management and the self-service portal.
Engaged (~$109/agent/month): Adds Change management, SLA management, and the API for integrations.
Excellent (~$155/agent/month): The full suite including Asset Management, Project Management, and advanced reporting.

10. BMC Helix ITSM

BMC Helix is a powerhouse for ServiceOps—the convergence of Service Management and IT Operations. It uses advanced AI to predict outages and allows IT teams to manage multi-cloud environments (AWS, Azure, Google Cloud) from a single dashboard.

Key features of BMC Helix ITSM

ServiceOps: Breaks down the wall between the Service Desk and IT Operations (NOC), linking tickets directly to the infrastructure alerts that caused them.
Helix GPT: Generative AI that reads ticket history to suggest resolutions, summarize complex incidents, and even draft emails to users.
Multi-cloud brokering: Allows IT to manage and provision services across different cloud providers from one catalog.
Proactive problem management: Uses AI clustering to identify recurring incidents and suggest a root cause before a major outage occurs.
DevOps integration: Connects with Jira and Jenkins to automatically create change requests for new code deployments.

Who is BMC a good fit for?

Telecom and service providers: Designed for massive scale and complex infrastructure management.
Hybrid-cloud enterprises: Organizations managing workloads across on-premise data centers and multiple public clouds.
Mature IT organizations: Best for teams that have dedicated resources for Problem, Change, and Release management.

Why Do Users Like BMC?

What Are Some Limitations of BMC?

Slow bug fixes and updates: Users say that fixing bugs and releasing new features takes much longer compared to competitors. [See G2 Review
Outdated user interface: Many users find the UI looks old and needs a modern update for a better service experience. [See G2 Review]
Complex network overview: The "Network Overview" graph becomes too cluttered for larger teams, which makes it difficult to use and limits customization. [See G2 Review]

BMC Pricing

BMC Helix is a premium enterprise solution with custom pricing.

Licensing: Typically sold via a "Named User" or "Concurrent User" model.
Estimated cost: Industry estimates place it similarly to ServiceNow, often starting around $115+ per named user/month for the full ITSM suite, with additional costs for the ITOM (Operations) modules.

11. SolarWinds Service Desk

SolarWinds Service Desk is a cloud-based ITSM platform that excels at asset management and employee service. It is designed to be the single source of truth for IT hardware, software, and contracts, integrating tightly with SolarWinds' broader observability suite.

Key features of SolarWinds Service Desk

SolarWinds AI: A generative AI engine that helps agents draft responses, summarizes ticket histories for faster handoffs, and suggests solutions based on similar past incidents.
Asset management: Automatically discovers and maps hardware and software assets on your network, flagging unauthorized software or devices with out-of-date warranties.
Employee service portal: A modern "one-stop shop" where employees can request IT services, HR documents, or facility repairs from a single interface.
Change management: Visualizes the downstream impact of IT changes (e.g., "If I patch this server, which services go down?") to minimize risk.
Runbook automation: Automates complex, multi-step processes like "New Hire Onboarding" by triggering tasks across different departments automatically.

Who is SolarWinds Service Desk a good fit for?

Asset-heavy organizations: Companies that need strict control over their hardware inventory and software licenses (SAM).
Teams using SolarWinds Orion: If you already use SolarWinds for network monitoring, this integrates natively to turn alerts into tickets.
Mid-market enterprises: Ideal for organizations that need mature ITIL features (Change/Problem management) but find ServiceNow too expensive.

Why Do Users Like SolarWinds Service Desk?

What Are Some Limitations of SolarWinds Service Desk?

Higher price compared to solutions that offer similar features: Users feel that SolarWinds Service Desk comes with a higher price tag than other service desk solutions. [See G2 Review]
Limited customization options: Users want more flexibility in customizing category and subcategory fields to better fit their workflows. [See G2 Review]
No real-time ticket updates: When a ticket is being updated by one person, it doesn’t notify other users, which can lead to confusion and potential data entry conflicts. [See G2 Review]

SolarWinds Service Desk Pricing

SolarWinds uses a per-technician/month model (billed annually):

Essentials ($39/technician/month): Includes incident management, knowledge base, and basic asset management.
Advanced ($79/technician/month): Adds change management, the service catalog, and the customized service portal.
Premier ($99/technician/month): The full suite including visual CMDB, dependency mapping, and advanced AI features.

Related → Looking for something better than SolarWinds Service Desk? We prepared an in-depth comparison of the top 11 SolarWinds alternatives to help you make the right choice.

12. EasyVista

EasyVista is an "Experience-First" service management platform designed for mobile-heavy workforces. Its unique selling point is its focus on Self-Help and Knowledge Management, aiming to fix user issues without them ever needing to call the help desk.

Key features of EasyVista

EV Reach (Remote Support): A background diagnostic tool that allows IT to troubleshoot and fix issues on a remote user's device without interrupting their work.
Self-help portals: Highly visual, app-like portals that guide users through troubleshooting steps before allowing them to submit a ticket.
Codeless workflow designer: A visual engine that lets non-technical admins build complex routing rules and approval chains.
Green IT: Unique dashboards that track the carbon footprint of your IT assets and suggest ways to extend device lifecycles.
Enterprise Service Management (ESM): tailored templates for HR, Facilities, and Customer Service, not just IT.

Who is EasyVista a good fit for?

Mobile workforces: Its mobile-first design makes it perfect for field service teams or companies with many remote employees.
Higher education: Widely used by universities for their student-facing self-help portals.
Europe-based enterprises: A strong alternative to US-centric tools, with deep GDPR compliance and local support in Europe.

Why Do Users Like EasyVista?

What Are Some Limitations of EasyVista?

Limited reporting tools: Reporting tools are a problem for some users, though EasyVista is actively working on improving them. [See G2 Review]
Customer support issues: Users have experienced bad customer support, with slow response times and insufficient resolutions. [See G2 Review]
Poor Microsoft integration: Integration with Microsoft tools has been problematic, which makes it difficult to fully use the platform alongside Microsoft products. [See G2 Review]

EasyVista Pricing

EasyVista operates on a custom quote model. Pricing typically depends on the number of "named" or "concurrent" users and the modules selected (e.g., Service Manager vs. Self-Help).

Estimated cost: Generally competitive with mid-market tools like Freshservice, focusing on high-value enterprise contracts rather than small teams.

13. Spiceworks Cloud Help Desk

Spiceworks is unique in the market: it is the only fully free, ad-supported help desk. It is a community-driven tool designed for small IT teams that need to get organized without spending a dime.

Key features of Spiceworks Cloud Help Desk

100% Free ticketing: There are no tiered plans or user limits. You get unlimited tickets and unlimited technicians for free (supported by banner ads).
Community integration: The help desk is built directly into the Spiceworks Community, allowing you to ask millions of other IT pros for help with a specific ticket issue instantly.
Network scanning: A lightweight scanner that automatically detects devices on your network and creates a basic inventory.
Email-to-ticket: Automatically converts emails sent to "support@yourcompany.com" into tickets.
Knowledge base: Allows you to create a simple internal or external FAQ section.

Who is Spiceworks a good fit for?

One-person IT shops: If you are the only IT person at a small company, this is the industry standard.
Startups with zero budget: Perfect for teams that need a structured ticketing system but aren't ready to pay for a SaaS subscription.
MSP startups: Small Managed Service Providers often start with Spiceworks before upgrading to paid tools like Atera.

Why Do Users Like Spiceworks Cloud Help Desk?

What Are Some Limitations of Spiceworks Cloud Help Desk?

Time-consuming initial setup: Configuring Spiceworks for the first time can take a significant amount of time, especially for users with specific customization needs. [See G2 Review]
Limited mobile app features: The mobile app lacks some important functionalities available on the desktop version, which makes it less effective for on-the-go management. [See G2 Review]
No clickable ticket history: Users want a clickable history feature in the ticket system to easily navigate and reference past updates. [See G2 Review]

Spiceworks Cloud Help Desk Pricing

Spiceworks is the only ITSM platform that offers all of its features for free.

14. HubSpot Service Hub

HubSpot Service Hub is a customer service platform that excels at "Revenue-Driven Support." It connects support tickets directly to the CRM, allowing businesses to see how service issues impact sales and retention.

Key features of HubSpot Service Hub

Breeze AI: HubSpot’s AI engine that summarizes ticket threads, drafts replies, and automatically updates CRM properties based on chat context.
Help desk workspace: A unified inbox that combines email, live chat, and Facebook Messenger into a single view.
Customer portal: A secure portal where customers can view the status of their tickets and reply to threads.
NPS & CSAT surveys: Automated feedback tools that trigger after a ticket closes to track customer loyalty.
Knowledge base: SEO-optimized help articles that can be public (for customers) or private (for agents).

Who is HubSpot Service Hub a good fit for?

Sales-led companies: If your sales team uses HubSpot CRM, using Service Hub ensures seamless data sharing between departments.
B2B Service teams: Ideal for onboarding and client success teams that need to track high-value client relationships.
Marketing-focused support: The knowledge base is built on HubSpot’s CMS, making it great for SEO and brand consistency.

Why Do Users Like HubSpot Service Hub?

What Are Some Limitations of HubSpot Service Hub?

Privacy limitations for sensitive data: HubSpot’s open access model makes handling sensitive information difficult, especially in healthcare. [See G2 Review]
Separation of comments and notes: Users find it inconvenient to manage comments and notes separately. This separation makes it hard to track all relevant information within a single HelpDesk thread. [See G2 Review]
High costs for large teams: Although the new pricing structure has improved, the platform remains expensive for businesses with a large number of agents. [See G2 Review]

HubSpot Service Hub Pricing

HubSpot offers three main tiers (billed per seat/month):

Starter ($15/seat/month): Includes shared inbox, email ticketing, and simple ticket automation.
Professional ($90/seat/month): Adds the help desk workspace, knowledge base, customer portal, and deeper analytics.
Enterprise ($150/seat/month): Adds custom objects, advanced permissions, and conversation intelligence AI.

15. Atera

Atera disrupted the market with its "Per Technician" pricing model. Instead of paying for every device you monitor, you pay a flat fee per IT admin, making it incredibly cost-effective for growing Managed Service Providers (MSPs).

Key features of Atera

All-in-one RMM & PSA: Combines "Remote Monitoring and Management" (fixing devices) with "Professional Services Automation" (ticketing and billing) in one tab.
Atera Copilot: An AI engine that allows technicians to fix problems using natural language commands (e.g., "Clear cache on all Windows 10 machines").
Patch management: Automates OS and software updates for Windows, Mac, and Linux devices.
Network discovery: Scans client networks to identify opportunities to upsell new hardware or security services.
Remote access: Built-in integration with Splashtop and AnyDesk for instant remote control of client computers.

Who is Atera a good fit for?

Managed Service Providers (MSPs): The pricing model is designed specifically for MSPs who manage thousands of endpoints.
Fast-growing IT departments: If you have a small IT staff managing a large number of devices, Atera’s unlimited device model saves huge money.
IT consultants: Perfect for freelancers who manage IT for multiple small clients.

Why Do Users Like Atera?

What are Some Limitations of Atera?

Limited mobile functionality: Many users feel that Atera is too focused on PC management and lacks the necessary features for the mobile app. [See G2 Review]
Crowded user interface: Some users find the UI can feel cluttered at times, which makes it harder to navigate and manage tasks smoothly. [See G2 Review]
Disruptive interface updates: Atera frequent interface updates disrupt user workflows and require adjustments that users don’t always appreciate. [See G2 Review]

Atera Pricing

Atera charges per technician, allowing for unlimited devices (billed annually):

Pro ($129/technician/month): Basic RMM and PSA features.
Growth ($179/technician/month): Adds Mac/Linux support and "Chat with AI" features.
Power ($209/technician/month): Adds advanced reporting, geo-redundancy, and database snapshots.

16. SymphonyAI IT Service Management

Formerly known as SummitAI, SymphonyAI is a next-gen ITSM tool focused on Generative AI and Asset Intelligence. It automates the entire lifecycle of IT services, from the moment a user requests a laptop to the day it is retired.

Key features of SymphonyAI

Digital agent (CINDY): A conversational AI bot that resolves up to 40% of tickets automatically by guiding users through troubleshooting steps.
Asset intelligence: Uses AI to predict when hardware will fail or when licenses are underutilized, helping IT save money.
Gamification: Built-in leaderboards and badges to motivate IT agents to close tickets faster and improve CSAT scores.
No-code workflow studio: A drag-and-drop designer for creating complex, multi-departmental approval workflows.
Multi-tenant architecture: Designed for large enterprises or MSPs that need to manage multiple distinct environments from one console.

Who is SymphonyAI a good fit for?

Large enterprises: Built for scale, handling complex asset management and service request volumes.
AI-forward organizations: Companies specifically looking to replace Level 1 support staff with generative AI bots.
Hardware-intensive industries: Manufacturing and logistics companies benefit from its deep asset tracking and predictive maintenance features.

Why Do Users Like SymphonyAI IT Service Management?

What are Some Limitations of SymphonyAI IT Service Management?

Integration challenges: Integrating SymphonyAI IT Service Management with legacy systems requires specialized expertise and takes more time than expected. [See G2 Review]
Modification difficulties: Making changes and integrating additional features is somewhat complicated. [See G2 Review]
Slow support and issue resolution: Resolving issues and custom automations takes too long. [See G2 Review]

SymphonyAI IT Service Management Pricing

SymphonyAI operates on a custom quote model based on module selection (ITSM, IT Asset Management, or both).

Licensing: Typically offered as a SaaS subscription based on the number of "Named" or "Concurrent" agents.
Positioning: Targeted at the mid-to-high enterprise market, competing directly with BMC and ServiceNow rather than small-business tools.

Kustomer — The #1 Alternative to Jira Service Management

Jira Service Management was built for IT tickets, bug tracking, and internal assets—not for building customer relationships. In 2026, treating your customers like "Ticket #402" isn't just outdated; it’s a competitive disadvantage.

That is where Kustomer steps in.

Kustomer replaces Jira’s rigid, ticket-centric architecture with a CRM-native platform designed for the modern consumer. Instead of isolated support tickets, your agents get a single, continuous Customer Timeline that unifies every order, chat, email, and website visit in one view.

Why modern CX teams switch to Kustomer:

Deploy agentic AI: Move beyond basic chatbots. Kustomer’s AI agents autonomously resolve complex transactional issues—like refunds, exchanges, and subscription updates—24/7.
Eliminate the Admin tax: Stop waiting on IT to update your help desk. Kustomer’s no-code visual builder empowers support leaders to update workflows and routing rules instantly.
Unify your data: No more tab-switching. Kustomer integrates natively with your e-commerce and backend systems, giving agents the context they need to solve issues in moments, not days.

Don't settle for a help desk built for IT backlogs. Switch to the platform built for customer resolution. Book a demo today.

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