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We are thrilled to announce that JIRA Service Desk has been named a top ITSM solution from Capterra, an online software reviews and ratings site used by millions of people to make their software buying decisions. JIRA Service Desk has been named the #1 Most Affordable ITSM software and the #1 Most Popular ITSM software based on Capterra’s research, which compiles user reviews and ratings with product information such as pricing and number of users.

#1 Most Affordable ITSM Software

To determine the most affordable software, Capterra looked at the available features of a system, the cost of those features, and what actual users said about those systems in customer reviews. We are happy to report that according to these data sources, JIRA Service Desk is rated the most affordable ITSM software!

“With an affordability score of 92, JIRA was the #1 Most Affordable ITSM system. JIRA Service Desk offers a fully featured ITSM at the lowest monthly cost of all featured solutions.” -Rachel Wile, Capterra’s Senior Product Research Analyst

For their analysis, they compiled a pricing scenario based on a typical ITSM software buyer. The standard, expected features they considered were:

  • Incident/ticket management
  • Change management
  • Problem management
  • Configuration management
  • Contract/license management
  • Self-service portal
  • Knowledge base management

We’re proud of this validation as we’re committed to producing great software at an affordable price for our customers. Enterprise software shouldn’t break the bank, especially if loaded with features customers rarely use. Our approach has been to deliver the most value to our customers.

#1 Most Popular ITSM Software

While we all know ITSM software isn’t a “popularity contest”, we were pleasantly surprised to be named the #1 most popular ITSM software based on our current customers, number of active users, and social media presence. Capterra’s Popularity Index, produces a weighted and ranked score based on:

  • Number of current customers [40%]
  • Number of active users [40%]
  • Facebook likes, Twitter followers, LinkedIn followers, and number of Capterra reviews [20%]

Thank you to our customers who’ve left reviews for us on the site that contributed to this award!

JIRA Service Desk customer reviews

“Service Desk is a really easy to use, easy to get started add-on for JIRA. We have benefited greatly from having it in our organization, as it not only provides IT Helpdesk ticketing, but also a sales, service, and facility maintenance ticketing as well.” -Aaron Huber, Infrastructure Operations Manager at Argus Control Systems Ltd.

“Before JIRA Service Desk we were stacked. No KPIs, so no SLAs; no real time reports, no ability to comply with any customer’s customization request. JSD helped us to revert this situation in just a few clicks. And the most important: we’ve got happy customers. This is real value!!!” – Benito Vela, SmartGrid IT Customer Support Manager at Schneider Electric

“As a knight needs a sword, a support team need a tool to do a good job. JIRA Service Desk is useful to manage a wide spectrum of problem and make users very happy people.” -Fabio Genovese

“JIRA Service Desk is a fantastic simplification of the JIRA experience for end users” -Stephen Hayden, Application Support Lead, Zappos.com

We’re very honored to receive these awards, and we know none of it would be possible without our amazing customers – Thank you!

New to JIRA Service Desk? Learn more about how we can help your organization win at ITSM.

JIRA Service Desk and ITSM

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