HelpDesk for JIRA vs JIRA Service Desk

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
A special section where users without Jira license can create issues

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
Customers can edit issues

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
A special section where agents can track new requests from customers.

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 ManagementDisplaying the specified time normative for issue resolving (and other issue actions)

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/CMDBProducts and assets being offered to our Customers.

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
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

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

50 licenses (17,200 USD per year)

10 000 licenses (13,000 USD per year)

50 licenses (17,200 USD per year)

2 000 licenses (2,600 USD per year)

100 licenses (28,600 USD per year)

500 licenses (910 USD per year)

500 licenses (85,800 USD per year)

500 licenses (910 USD per year)