Jira Service Management vs osTicket
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers more features (61 vs 17) and more integrations (11 vs 0). Starting price: Jira Service Management at $20/mo vs osTicket at Free. Jira Service Management has 61 unique features while osTicket has 17 unique features, with 0 features in common.
| Jira Service Management | osTicket | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 17 |
| AI-Powered Features | 10 | 0 |
| Starting Price | $20/mo | Free |
| Pricing Tiers | 4 | 2 |
| Integrations | 11 | 0 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 95% | 60% |
Feature Comparison by Category
AI (6 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| 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 |
AIOps (4 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Advanced Admin Controls | ||
| Multiple Sites |
Analytics (2 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Cross-product Insights |
Asset Management (4 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Service Dependency Management | ||
| Service Registry |
Automation (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Unlimited Automations |
Automation & Routing (0 vs 3)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Assign, Transfer, & Referral | ||
| Auto-Responder | ||
| Ticket Filters |
Change Management (5 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 2)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Agent Collision Avoidance | ||
| Dev and Ops Collaboration | ||
| Thread Actions |
Communication (2 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Status Pages | ||
| Unlimited Email Notifications |
Core ITSM (6 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Customer Portal (0 vs 1)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Customer Support Portal |
Customization (0 vs 3)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Configurable Help Topics | ||
| Custom Columns and Queues | ||
| Custom Fields |
Data Management (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Alert Data Retention |
Incident Management (9 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| 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 |
Integration (5 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| Chat Integration | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs |
Integration & API (0 vs 1)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| API Ticket Creation |
Knowledge Management (3 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Multiple Help Centers |
Localization (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Multi-language Support |
Mobile (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Mobile App |
Platform (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Service Collection |
Reporting (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Default and Customizable Reports |
Reporting & Analytics (0 vs 2)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Dashboard | ||
| Reports |
Request Management (2 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
SLA Management (0 vs 1)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Service Level Agreements (SLA) |
Search & Navigation (0 vs 1)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Advanced Search |
Security (3 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Audit Logs | ||
| Enterprise-grade Identity and Access Management | ||
| Multi-region Data Residency |
Task Management (0 vs 1)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Tasks |
Templates (1 vs 0)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| ESM Templates |
Ticket Management (0 vs 2)
| Feature | Jira Service Management | osTicket |
|---|---|---|
| Email Ticket Creation | ||
| Web Form Ticket Creation |
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 osTicket (17)
Assign, Transfer, & Referral
Auto-Responder
Ticket Filters
Agent Collision Avoidance
Thread Actions
Customer Support Portal
Configurable Help Topics
Custom Columns and Queues
Custom Fields
API Ticket Creation
Dashboard
Reports
Advanced Search
Service Level Agreements (SLA)
Tasks
Email Ticket Creation
Web Form Ticket Creation
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