Jira Service Management vs LiveAgent
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers fewer features (61 vs 165) and more integrations (11 vs 0). Starting price: Jira Service Management at $20/mo vs LiveAgent at $19/mo. Jira Service Management has 61 unique features while LiveAgent has 165 unique features, with 0 features in common.
| Jira Service Management | LiveAgent | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 165 |
| AI-Powered Features | 10 | 11 |
| Starting Price | $20/mo | $19/mo |
| Pricing Tiers | 4 | 3 |
| Integrations | 11 | 0 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 95% | 80% |
Feature Comparison by Category
AI (6 vs 3)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI Answer Composer | ||
| AI Answer Improver | ||
| AI Chatbot | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Smart Context with Teamwork Graph |
AIOps (4 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 1)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Advanced Admin Controls | ||
| Custom Roles | ||
| Multiple Sites |
Analytics (2 vs 4)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Chat Embedded Tracking | ||
| Chats Overview | ||
| Cross-product Insights | ||
| Online Visitors | ||
| Website Visitor Tracking |
Asset Management (4 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Service Dependency Management | ||
| Service Registry |
Automation (1 vs 5)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Automated Ticket Distribution | ||
| Automation Rules | ||
| Event Rules | ||
| Time Rules | ||
| To Solve Algorithm | ||
| Unlimited Automations |
CRM (0 vs 4)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Companies Feature | ||
| Contact Fields | ||
| Contact Groups | ||
| Ticket/Customer Insights (CRM) |
Call Management (0 vs 8)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Automatic Callback | ||
| Call Button | ||
| Call Queueing | ||
| Call Routing | ||
| Call Transfers | ||
| IVR (Interactive Voice Response) | ||
| Softphones | ||
| Supported Call Devices |
Change Management (5 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 3)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Dev and Ops Collaboration | ||
| Internal Calls | ||
| Internal Chat | ||
| Notes |
Communication (2 vs 22)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Attachments | ||
| Call Center | ||
| Contact Forms | ||
| Contact Forms - Contact Us Buttons | ||
| Contact Forms - In Page | ||
| Email Forwarding | ||
| Email Templates | ||
| Email Ticketing | ||
| Facebook Integration | ||
| File Sharing Over Chat | ||
| Instagram Integration | ||
| Live Chat | ||
| Real-time Chat | ||
| Real-time Typing View | ||
| Social Media Support |
Compliance (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Audit Log | ||
| GDPR Compliance |
Configuration (0 vs 5)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Business Hours | ||
| Custom Domain Parking | ||
| Multibrand Support | ||
| Multiple Website Support | ||
| Sounds Configuration |
Content (0 vs 4)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Copy & Paste Images | ||
| GIFs in Tickets | ||
| WYSIWYG Editor | ||
| WYSIWYG Editor for Articles |
Core ITSM (6 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Customization (0 vs 13)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Branding | ||
| Call Widgets Customization | ||
| Chat Button | ||
| Chat Button Animations | ||
| Chat Button Gallery | ||
| Chat Invitation Gallery | ||
| Chat Widgets Customization | ||
| Chat Window Docking | ||
| Contact Form Widgets Customization | ||
| Custom Ticket Fields | ||
| Customer Mail Templates | ||
| Customization of System Email Templates | ||
| Video Call Widgets Customization |
Data Management (1 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Alert Data Retention |
Engagement (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Chat Welcome Message | ||
| Proactive Chat Invitations |
Feedback (0 vs 4)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Chat Satisfaction Surveys | ||
| Feedback & Suggestions | ||
| Feedback Buttons | ||
| Ticket Satisfaction Survey |
Gamification (0 vs 3)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Benchmarks and Leaderboards | ||
| Gamification Levels | ||
| Rewards & Badges |
Hardware (0 vs 1)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Hardware IP Phone Support |
History (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Chat History | ||
| Chat Transcripts |
Incident Management (9 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Real-time Incident Monitoring |
Infrastructure (0 vs 1)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Multiple Data Centers |
Integration (5 vs 3)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| API Keys | ||
| Chat Integration | ||
| Click to Email | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs | ||
| Web Contact Cards |
Knowledge Management (3 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Internal Knowledge Base | ||
| Multi Knowledge Base | ||
| Multiple Help Centers |
Localization (1 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Language Adaptable Widgets | ||
| Multi-language Support | ||
| Multiple Language Support |
Management (0 vs 9)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Call Device Scheduling | ||
| Chat Distribution | ||
| Max Queue Length | ||
| Pause Feature | ||
| SLA Rules | ||
| Search & Replace | ||
| Service Level Agreement (SLA) | ||
| Service Levels (SLA) | ||
| To Solve Button |
Mobile (1 vs 5)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Android App | ||
| Mobile App | ||
| Mobile Chat Window | ||
| Mobile Help Desk Apps | ||
| iOS App | ||
| iPhone/Android Apps |
Notification (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Email Notifications | ||
| Slack Notifications |
Organization (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Departments | ||
| Tags |
Platform (1 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Service Collection |
Productivity (0 vs 5)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Canned Messages | ||
| Mass Actions | ||
| Multiple Ticket Tabs | ||
| Predefined Answers | ||
| Ticket Filters |
Recording (0 vs 2)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| In-Call Recordings | ||
| Unlimited Call Recordings |
Reporting (1 vs 17)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Agent Availability Monitoring | ||
| Agent Ranking | ||
| Agent Ranking Overview | ||
| Agent Report | ||
| Analytics Overview | ||
| Call Detail Records | ||
| Channel Report | ||
| Default and Customizable Reports | ||
| Department Report | ||
| Online Ticket History | ||
| Performance Report | ||
| Real-time Dashboards | ||
| SLA Compliance Report | ||
| SLA Log Report | ||
| Tag Reports |
Request Management (2 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Security (3 vs 6)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| 2-Step Verification | ||
| Audit Logs | ||
| Ban IPs | ||
| Enterprise-grade Identity and Access Management | ||
| HTTPS Encryption | ||
| Multi-region Data Residency | ||
| Password Validator and Audit Log | ||
| SPAM Filters | ||
| Single Sign-On (SSO) |
Self-Service (0 vs 3)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Customer Forum | ||
| Customer Portal | ||
| Knowledge Base |
Support (0 vs 13)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| AI Configuration Service | ||
| Assisted Channels Integration | ||
| Assisted Domain Parking Help | ||
| Chatbot Setup Service | ||
| Consulting Services | ||
| Custom Billing Setup | ||
| Dedicated Account Manager | ||
| Design Customization Assistance | ||
| IVR Setup Service | ||
| Priority Support | ||
| Product Setup Training | ||
| Scheduled Release Management | ||
| Service Review Call and Reports |
Templates (1 vs 0)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| ESM Templates |
Ticket Management (0 vs 7)
| Feature | Jira Service Management | LiveAgent |
|---|---|---|
| Agent Collision Detection | ||
| Hybrid Ticket Stream | ||
| Merge Tickets | ||
| Responsibility Assignment | ||
| Split Tickets | ||
| Ticket Transfers | ||
| Ticketing System |
Unique Features
Only in Jira Service Management (61)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 41 more unique features
Only in LiveAgent (165)
Custom Roles
AI Answer Composer
AI Answer Improver
AI Chatbot
Chat Embedded Tracking
Chats Overview
Online Visitors
Website Visitor Tracking
Automated Ticket Distribution
Automation Rules
Event Rules
Time Rules
To Solve Algorithm
Automatic Callback
Call Button
Call Queueing
Call Routing
Call Transfers
IVR (Interactive Voice Response)
Softphones
+ 145 more unique features
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