JIRA Service Management vs Xurrent comparison

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JIRA Service Management

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Xurrent compete in the IT service management solutions space. JIRA Service Management has an advantage with its integration options, while Xurrent leads with its straightforward setup.

Features: JIRA Service Management offers agile project management tools, extensive integration capabilities, and customizable workflows. Xurrent provides advanced automation features, easy-to-use dashboards, and streamlined processes.

Ease of Deployment and Customer Service: JIRA Service Management facilitates a comprehensive deployment approach with robust support resources, providing flexibility and scalability. Xurrent offers a straightforward deployment process with efficient customer support, appealing to companies requiring quick implementation and minimal downtime.

Pricing and ROI: JIRA Service Management has a flexible pricing model that accommodates varying business needs, balancing cost and functionality. Xurrent provides competitive pricing and rapid ROI through its automation capabilities.

To learn more, read our detailed JIRA Service Management vs. Xurrent Report (Updated: February 2026).

JIRA Service Management vs. Xurrent

February 2026

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Helped 881,757 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

JIRA Service Management

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd)

Xurrent

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.0

Reviews Sentiment

8.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. The mindshare of Xurrent is 1.3%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.3%
Xurrent	1.3%
Other	91.4%

IT Service Management (ITSM)

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Edward Carbutt

Executive Director at Marval Software

Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment

We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."

"One of the valuable features is that an automatic response or action can be taken on tickets."

"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."

"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

"Everyone knows how to use it, so there's no need to teach new members."

More JIRA Service Management pros

"I like their request management as well as their project management."

"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."

"It offers a comprehensive set of features without requiring additional payments for each feature."

"The solution is highly stable."

Cons

"I would like to see improvement in the ability to filter completed tasks."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."

"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

"SaaS version for large organizations (more than 2000 users) is not available."

"At times you will need add-ons or additional software, so built-in features would be helpful."

"JSM's ability to handle large volumes of emails isn't great."

More JIRA Service Management cons

"Asset Discovery is a feature that should be added."

"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."

"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."

"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."

Pricing and Cost Advice

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"The price of JIRA Service Management could be reduced."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"I price of JIRA Service Management is reasonable."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"The price of the solution is becoming expensive and it should be reduced."

More JIRA Service Management pricing and cost advice

"It is the most affordable because it is priced per month per user."

"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."

"The pricing is expensive."

"This pricing falls on the lower end of the spectrum, making it a cost-effective option."

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Computer Software Company

17%

Healthcare Company

Retailer

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

What is your experience regarding pricing and costs for 4me?

The pricing is expensive. I rate it an eight out of ten.

What needs improvement with 4me?

Asset Discovery is a feature that should be added.

What is your primary use case for 4me?

The solution is used for enterprise management.

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Product Reports

Download JIRA Service Management product report

JIRA Service Management

January 2026

Download Xurrent product report

January 2026

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

4me

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Xurrent offers a dynamic platform catering to modern enterprise requirements, focusing on effective and actionable insights to drive growth and streamline operations.

Xurrent engages its users by providing robust capabilities that enhance data analytics, automation, and collaboration for businesses. Its versatile nature serves industries aiming to optimize performance and efficiency, leveraging cutting-edge technology to address ever-evolving demands. With an integrated approach, Xurrent supports in-depth analysis and seamless communication to help businesses adapt and succeed.

What features does Xurrent have?

Advanced Analytics: Delivers comprehensive data analysis for strategic decision-making.
Automation Tools: Streamlines repetitive tasks, improving efficiency.
Collaboration Capabilities: Enhances team communication and project coordination.
Customizable Dashboards: Provides user-specific insights and data visualization.
Security Layers: Ensures data integrity and protection.

What benefits and ROI should be evaluated?

Improved Efficiency: Reduces time spent on manual tasks through automation.
Enhanced Decision-Making: Empowers data-driven strategies with real-time insights.
Cost Savings: Lowers operational expenses by optimizing resource allocation.
Scalability: Offers flexibility to grow alongside business needs.
Data Security: Protects against data breaches and ensures compliance.

Xurrent finds significant application in industries such as finance and healthcare, where data precision and efficiency are crucial. In finance, it supports portfolio management and trading analytics, while in healthcare, it aids in patient data management and operational excellence. Its adaptability ensures it serves diverse industry requirements effectively.

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Information Not Available