Intercom vs JIRA Service Management

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support.

Deployment

  • Cloud-based
  • On-premise

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks...

Deployment

  • Cloud-based
  • On-premise

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Starting from

US$39,00/month

  • Free Version
  • Free Trial
  • Subscription

Starting from

US$60,00/month

  • Free Version
  • Free Trial
  • Subscription

Overall rating

4,5 /5
(1 042)

Ease of Use

4,4/5

Features

4,4/5

Customer Service

4,3/5

Value for Money

4,0/5

Overall rating

4,5 /5
(648)

Ease of Use

4,2/5

Features

4,4/5

Customer Service

4,3/5

Value for Money

4,3/5

Total features 173

  • 2-Way Messaging
  • AB Testing Tools
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Asynchronous Learning
  • Audience Targeting
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • Bug/Issue Capture
  • CAN SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Alerts
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For IT Project Management
  • For Sales/Marketing
  • For Startups
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • In-App Training
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • License Management
  • List Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On Call Scheduling
  • On-Demand Communications
  • One-to-One Messaging
  • Patch Management
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Project Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Recurring Issues
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-Learning
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Status Tracking
  • Subscriber Management
  • Subscription Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Total features 113

  • 2-Way Messaging
  • AB Testing Tools
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Asynchronous Learning
  • Audience Targeting
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Availability Management
  • Backlog Management
  • Backup and Recovery
  • Barcoding/RFID
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • Bug/Issue Capture
  • CAN SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Alerts
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For IT Project Management
  • For Sales/Marketing
  • For Startups
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • In-App Training
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • License Management
  • List Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On Call Scheduling
  • On-Demand Communications
  • One-to-One Messaging
  • Patch Management
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Project Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Recurring Issues
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Safety Incident Management
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-Learning
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Status Tracking
  • Subscriber Management
  • Subscription Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • 8x8 Contact Center
  • Aircall
  • Apwide Golive
  • Asana
  • AskNicely
  • Atlas CRM
  • Automate.io
  • Azuqua
  • Balsamiq
  • Box
  • ChargeDesk
  • Clerk Invoices
  • Confluence
  • DataHero
  • DocuSign
  • Driftrock
  • Dropbox Business
  • Droplr
  • EazyBI Cloud
  • Elements Connect
  • Emburse Abacus
  • Exalate
  • Freshdesk
  • Front
  • Geckoboard
  • GitHub
  • Gliffy
  • Google Analytics 360
  • Google Docs
  • Google Drive
  • Grow
  • HipChat
  • Hootsuite
  • Instabug
  • Intercom
  • Jira
  • Kayako
  • Landingi
  • LeadsBridge
  • LiveChat
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Metric.ai
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Teams
  • Mixpanel
  • Notion
  • OneDrive
  • Operations Hub
  • PagerDuty
  • Privy
  • Quip
  • Salesforce Sales Cloud
  • SatisMeter
  • ScriptRunner for Jira
  • Segment
  • ServiceNow
  • Shopify
  • Slack
  • Stamplay
  • Statuspage
  • Stride
  • Stripe
  • SumUp
  • Survicate
  • Tempo Budgets
  • Toggl Track
  • Toky
  • Tray.io
  • Trello
  • Twitter/X
  • Userlane
  • Usersnap
  • Watchtower
  • Wistia
  • Woopra
  • WordPress
  • Workplace from Meta
  • Zapier
  • Zendesk Suite
  • Zephyr Enterprise
  • Zight (formerly CloudApp)
  • draw.io
  • 8x8 Contact Center
  • Aircall
  • Apwide Golive
  • Asana
  • AskNicely
  • Atlas CRM
  • Automate.io
  • Azuqua
  • Balsamiq
  • Box
  • ChargeDesk
  • Clerk Invoices
  • Confluence
  • DataHero
  • DocuSign
  • Driftrock
  • Dropbox Business
  • Droplr
  • EazyBI Cloud
  • Elements Connect
  • Emburse Abacus
  • Exalate
  • Freshdesk
  • Front
  • Geckoboard
  • GitHub
  • Gliffy
  • Google Analytics 360
  • Google Docs
  • Google Drive
  • Grow
  • HipChat
  • Hootsuite
  • Instabug
  • Intercom
  • Jira
  • Kayako
  • Landingi
  • LeadsBridge
  • LiveChat
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Metric.ai
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Teams
  • Mixpanel
  • Notion
  • OneDrive
  • Operations Hub
  • PagerDuty
  • Privy
  • Quip
  • Salesforce Sales Cloud
  • SatisMeter
  • ScriptRunner for Jira
  • Segment
  • ServiceNow
  • Shopify
  • Slack
  • Stamplay
  • Statuspage
  • Stride
  • Stripe
  • SumUp
  • Survicate
  • Tempo Budgets
  • Toggl Track
  • Toky
  • Tray.io
  • Trello
  • Twitter/X
  • Userlane
  • Usersnap
  • Watchtower
  • Wistia
  • Woopra
  • WordPress
  • Workplace from Meta
  • Zapier
  • Zendesk Suite
  • Zephyr Enterprise
  • Zight (formerly CloudApp)
  • draw.io