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Jira vs Intercom: A Comprehensive Comparison

Jira vs Intercom

Running a rapidly expanding business comes with challenges. As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations.

Let’s look at two of the best customer support software currently on the market.

JIRA is the OG of enterprise project and issue management software. NASA uses JIRA Service Management to land rockets on Mars!

They have a product called JIRA Service Management, and today we will compare two enterprise customer support software. 

On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized auto responders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads.

Intercom is considered more of a CRM than a helpdesk solution.

As these platforms go head-to-head, we’ll dissect their strengths, delve into their unique AI-powered capabilities, and help you determine which one holds the key to elevating your customer support and engagement strategies. So, get ready for an insightful journey through the landscapes of Jira and Intercom, where support excellence converges with AI innovation.

QUICK NOTE: If you are a startup or SMB, Jira or Intercom might not be a good fit for you. Check out ThriveDesk, our take on customer support software for startups or SMBs.

Jira vs Intercom at a glance

CriteriaJiraIntercom
Rating4.2/54.5/5
NicheSmall to mid-sized businessesSmall to mid-sized businesses
Starting price$77.50$74
Free trial7 days14 days

Overview of JIRA Service Management

JIRA Service Management

JIRA Service Management, developed by Atlassian, is a versatile project management and issue-tracking software trusted by teams across diverse industries. It excels in efficient issue tracking, allowing teams to create, assign, and prioritize tasks seamlessly.

JIRA Service Management is renowned for its agile project management capabilities, supporting methodologies like Scrum and Kanban. Its customizable workflows empower teams to define unique processes while reporting and dashboards provide valuable insights for decision-making.

JIRA Service Management’s flexibility extends to integrations with a wide range of tools, ensuring seamless collaboration. It offers multiple deployment options, robust security features, and automation capabilities to enhance efficiency. In addition, JIRA Service Management’s roadmap feature aids in long-term project planning, and the Atlassian Marketplace provides various apps to extend functionality.

In summary, JIRA Service Management equips teams with a powerful suite of features to streamline project management and collaboration. It is a go-to choice for industries spanning software development to marketing and beyond.

Overview of Intercom

Intercom New

Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers.

Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences.

Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction.

Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently.

Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.

Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies.

Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics.

Comparative Analysis: Key Features and Functionality

When comparing Jira Service Management and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Jira  and Intercom stack up in terms of basic functionalities required by helpdesk software

FeaturesJIRA Service ManagementIntercom
IntegrationsJIRA Service Management integrates with over 5700 apps, including Slack, Confluence, and TrelloLimited integrations are available. Their app market currently holds around 100 apps. 
Self-service portalJIRA Service Management also offer a self-service portal similar to most helpdesk softwareIntercom offers a self-service portal where customers can find answers to their questions, with a knowledge base, community forum, and articles
Live chatJIRA Service Management offers it’s live chat in the form of an integration available in the atlassian marketplace called Q chat which can be integrated in both websites and customer service portals Intercom offers live chat for customer support agents to communicate with customers in real-time
ReportingJIRA Service Management offers a variety of reports that help businesses track project management metrics, such as sprint velocity, task completion rate, and time spent on tasksIntercom offers limited reporting and analytics
Mobile appJIRA Service Management offers a mobile app for both iOS and AndroidIntercom offers a mobile app for both iOS and Android
AIJIRA Service Management has a virtual assistant powered by Atlassian Intelligence, which is a powerful generative AI equipped with a best-in-class Natural Language Processing engine. It assists agents and customers alike with lightning fast conversational customer support Intercom will soon release its GPT 4-powered customer service bot called Fin. Fin will understand complex queries, ask clarifying questions, and fully converse with customers
Customer supportJIRA Service Management offers 24/7 customer support via email and chatIntercom offers 24/7 customer support support via email and chat
Ticket ManagementJIRA Service Management, a project management tool with ticket management features. Its ticket management system is not as robust as Intercom’s, but it can be used to track and manage issues related to projectsIntercom offers a robust ticketing system that centralizes customer inquiries, allowing support teams to manage and resolve tickets effectively. It provides features such as ticket assignment, escalation, and SLA management to streamline the ticket resolution process.
AutomationJIRA Service Management’s automation capabilities are tailored to project management, software development, and workflow optimization, making it ideal for these purposes
Intercom provides automated workflows that guide agents through predefined steps, ensuring consistent and standardized support processes. They also have bots which can automate tasks such as answering customer questions, qualifying leads, and booking demos.

Our pick: Intercom

Some additional Comparison metrics

Unique features

As you dive deeper into the world of customer support and engagement, you’ll discover that Jira Service Management and Intercom offer some distinctive features that set them apart. Let’s explore these unique offerings and see how they can benefit your business.

JIRA Service Management

JIRA Service Management shines in the realm of project and issue tracking. While not a customer support-focused platform like some other help desks, JIRA Service Management excels in agile project management. Its strength lies in customizable workflows, ideal for teams following agile methodologies such as Scrum and Kanban. IT also boasts robust reporting and dashboard features for actionable insights into project progress. It uses a powerful virtual agent which is also very proficient at dealing with customer queries, cutting down on response time and automating certain support processes just like Intercoms GPT 4 powered Fin.

Intercom

Now, let’s shift our focus to Intercom’s unique offerings. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. Intercom has also dipped its toes into the AI market with their GPT-4 powered chatbot called Fin.

Our pick: Tie. Both have unique features which lend well to excellent customer service.

Pricing and plans

When evaluating helpdesk solutions such as Jira and Intercom, it is essential to grasp the pricing models and plans to ensure an informed choice. Let’s examine the pricing structures of both platforms, assess their cost-effectiveness and scalability, and scrutinize any potential extra expenses or undisclosed fees associated with each platform.

JIRA Service Management 

Free$0

Standard
$77.50 per user/month, billed monthly (for 10 users)$790 per user/month, billed annually

Premium
$152.50 per user/month, billed monthly (for 10 users)$1525 per user/month, billed annually
EnterpriseCustom pricing
  • JIRA Service Management adopts a clear per-user per-month billing model, making it easy to calculate costs and scale as needed.
  • JIRA Service Management integrates seamlessly with other Atlassian tools, potentially enhancing overall value. However, it’s important to be aware that these integrations might affect pricing, depending on the chosen plan.

Intercom

Starter$74/month, billed annually
Pro$395/month, billed annually
PremiumCustom pricing
  • Intercom offers a wide range of features to help businesses improve customer relationships.
  • Intercom offers a free trial so businesses can try the product before buying it.
  • Intercom offers a variety of add-ons that businesses can purchase to customize their experience.

If money is limited for your business, a help desk that can be a JIRA alternative or an Intercom alternative is ThriveDesk. They offer straightforward pricing plans designed to meet the diverse needs of businesses, with only 2 options to choose from; it makes it easier for business owners to make a decision regarding pricing. Choose the plan that suits your support requirements and budget, whether you’re a small team or a growing enterprise. 

Starter$25/month (4 seats)
Plus$85/month (10 seats)

Our pick: JIRA Service Management. Offers more variety.

Value for money and scalability

JIRA Service Management

JIRA Service Management employs a transparent pricing model, billing per-user per month. This straightforward approach simplifies cost calculations and allows for easy scalability. It’s worth noting that JIRA Service Management’s integration with other Atlassian tools can enhance the overall value, as these integrations create a cohesive ecosystem for project management and collaboration.

As your business grows, you can easily add more users to your JIRA Service Management plan, ensuring your project management capabilities align with your expanding team. However, it’s important to consider the impact of integrated tools on pricing. Depending on the selected plan, additional features from the Atlassian suite may become available, affecting the overall cost.

Intercom

Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow. With its integrated suite of applications, Intercom provides a comprehensive solution that caters to businesses seeking a unified ecosystem to manage customer interactions. This scalability ensures businesses can align their support infrastructure with their evolving requirements, ensuring a seamless customer experience.

Our pick: Intercom.

Additional Costs and Hidden Charges

When selecting a helpdesk or project management platform, it’s crucial to consider the base pricing and any potential additional costs and hidden charges that may impact your budget. Let’s delve into how JIRA Service Management and Intercom handle these aspects.

JIRA Service Management

JIRA Service Management also employs a clear per-user per-month pricing model. Intercom, there are potential additional costs to consider:

  • Integrated Tools: JIRA Service Management’s integration with other Atlassian tools, such as Confluence and Trello, can be a significant asset. Still, if you opt to use these additional tools, they may come with their own subscription fees.
  • Plugin Costs: JIRA Service Management Marketplace offers a wide range of plugins and extensions to enhance functionality. Some of these plugins may require separate purchases.
  • Data Storage: Depending on your data storage needs, additional costs may apply if you exceed the allocated storage limits in your plan.
  • Training and Support: JIRA Service Management may charge for extra training or premium support services beyond what’s included in your plan.

Intercom

Intercom is a relatively transparent company when it comes to pricing and additional costs. However, there are a few things to be aware of before signing up for a plan:

  • Overage Fees: Exceeding your plan limits may result in overage fees, with costs varying based on your plan and usage.
  • Customizations: While Intercom offers useful customization options like branding and custom fields, these can be costly and may need extra support.
  • Add-on Modules: Intercom provides add-on modules like the Inbox (email support) and Product Tours (interactive guides) which enhance functionality but can also add expenses and require support.
  • API Usage Fees: Heavy reliance on the Intercom API may lead to additional charges beyond a certain limit.

Our pick: Tie. Both offer considerable customizations in a variety of different ways.

User experience and interface

A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer support. Let’s evaluate the user experience and interface of both Jira and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform.

JIRA Service Management 

  • JIRA Service Management also prioritizes a seamless user experience, with a focus on intuitive navigation and accessibility. Its interface is organized and clutter-free, presenting information in a structured manner through a well-designed dashboard.
  • JIRA Service Management provides ample customization options to cater to diverse business needs. Users can customize workflows, ticket forms, and layouts, ensuring that the platform adapts seamlessly to their unique project management processes.
  • User reviews consistently highlight JIRA Service Management’s user-friendly interface. Users appreciate its simplicity and ease of navigation, which is further enhanced by the platform’s comprehensive features. The intuitive design and structured interface contribute significantly to a positive user experience.

Intercom

  • Intercom focuses on providing an interface that facilitates easy navigation and accessibility. Users can seamlessly move between sections and locate the required features and functionalities.
  • Intercom offers extensive customization options, empowering businesses to adapt the interface to their requirements. Users can customize ticket forms, workflows, and layouts, ensuring a tailored support experience.
  • Intercom’s interface is designed to be intuitive, allowing support agents to interact with customers seamlessly. The platform’s layout and organization of information contribute to an efficient and user-friendly experience.
  • Users often praise Intercom for its simplicity and straightforward navigation. The intuitive design of the platform, coupled with its comprehensive features, results in positive user feedback regarding the overall user experience.

Our pick: Intercom. UI/UX can be subjective to some degree, but to us, Intercom has better UI and is overall more intuitive to use. 

Customer Feedback and Reviews

In terms of G2 ratings, JIRA Service Management and Intercom are both well-rated platforms. JIRA Service Management has a rating of 4.2 out of 5 stars based on over 753 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews.

JIRA Service Management is commended for robust project management capabilities, enhancing workflow efficiency and team collaboration. Yet, the platform’s learning curve can be steep for newcomers, and its pricing structure, particularly in conjunction with other Atlassian tools, may pose budget considerations for some organizations.

Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience. Although the interface may require a learning curve, users find the platform effective and functional. 

The general consensus between their customers focuses on a few common patterns.

Our pick: Intercom. Acknowledging that this is a subjective category, we looked at 100 reviews for each and considering the limited sample size, Intercom had more reviews over 4 stars compared to JIRA Service Management.

Jira Service Managment vs Intercom: Pros and Cons Face-Off

Both Jira and Intercom offer varying flavors to curate the customer support experience. Let’s see how their strengths and weaknesses stack up.

JIRA Service Management

ProsCons
Powerful project management capabilitiesLearning curve for beginners
Highly customizable for various use casesPricing may become a concern, especially when integrated with other Atlassian products
Integrates seamlessly with other Atlassian toolsPrimarily focused on project management and development, may not be as versatile for other business functions
Offers robust workflow automationPricing may be an issue while scaling team
Has a free plan

Intercom

ProsCons
Focuses on sales and marketing, with features such as lead generation, customer segmentation, and personalized messagingMore expensive compared to Jira and less variety in pricing
Easy to use and configureNot as well-suited for complex customer support requirements
Scalable to meet the needs of growing businesses
Large and active community of users and developers
Excellent customer support

Which is right for you?

JIRA Service Management is commended for robust project management capabilities, enhancing workflow efficiency and team collaboration. Yet, the platform’s learning curve can be steep for newcomers, and its pricing structure, particularly in conjunction with other Atlassian tools, may pose budget considerations for some organizations.

Intercom is a good option if you are looking for a solution that focuses on sales and marketing.

Here is a table that summarizes the key differences between JIRA Service Management and Intercom and a noteworthy alternative to these two:

FeatureJIRA Service ManagementIntercomThriveDesk
PriceStarts at $21/monthStarts at $89/monthStarts at $25/month
FeaturesSelf-service portal, knowledge base, and reporting and analyticsUnified inbox, live chat, targeted messages, team collaboration tools, automation and reportingTicket management, live chat, knowledge base, shared inbox, Self-service portal and reporting,  
Ease of useCan be complex for new usersEasy to use and configureEasy to use and configure
ScalabilityGood growth speed to value ratio and scalable to meet the needs of growing businessesGood growth speed to value to ratio but limited scalabilityBetter utilized for small to mid-sized businesses
CommunityLarge and active community of users and developersLarge and active community of users and developersActive community of developers and contributors 
Customer support24/7 support via email and chat24/7 support via email and chat24/7 support via email and chat

ThriveDesk: Customer Support solution for Startups and SMBs

ThriveDesk - Best Customer Support Software

In addition to Intercom vs JIRA Service Management, alternative helpdesk solutions are available in the market. One such alternative worth considering is ThriveDesk. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively.

ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners.

ThriveDesk empowers small businesses to manage real-time customer communications. Packed with convenient built-in features like shared inbox, instant replies, file sharing directly from the chat widget, emojis for effective communication, satisfaction surveys, sales tracking reports for eCommerce, knowledge base search, and monitoring capabilities, you can efficiently handle your Wix store operations.

Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly.

Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

Key Features of ThriveDesk:

  • Anonymous Live Chat
  • Self Service Portal (WPPortal)
  • Third-party Integrations
  • Performance Metrics
  • Live Chat
  • Workflow Management
  • Alerts / Escalation
  • Ticket Management
  • Customer Database
  • Email Management
  • Extensive Knowledge Base
  • Surveys & Feedback
  • Pricing for ThriveDesk starts at just $25 per month.

Pros of ThriveDesk:

  • Cost-effective, reducing agent costs
  • Minimizes customer effort
  • Easy installation and usage
  • Smooth onboarding experience
  • Seamless navigation between chat interactions
  • Real-time responses
  • ThriveDesk’s user-friendly interface comprehensive resources (including a community, shared mailbox, and live chat), have made it a popular and trusted choice for Wix users. It comes highly recommended for its reliability and ease of use.

Cons of ThriveDesk:

  • Lack of native mobile alerts

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions.

Conclusion: JIRA Service Management vs Intercom for Your Business

When choosing between JIRA Service Management and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects.

In summary, choosing between these two helpdesk softwares hinges on your business’s unique requirements and priorities. JIRA Service Management offers a compelling solution if you focus on optimizing project management and development processes.

On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses.

When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs.

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