JIRA Service Management vs Vtiger CRM comparison

Atlassian and Vtiger are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.2, while Vtiger is ranked #44. Atlassian holds a 6.0% mindshare in HDS, compared to Vtiger’s 0.7% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 100% of Vtiger users who would recommend it.

JIRA Service Management

Read 90 JIRA Service Management reviews

8,557 Views
6,418 Comparison Views

93% willing to recommend

Vtiger CRM

Read 3 Vtiger CRM reviews

2,988 Views
478 Comparison Views

100% willing to recommend

JIRA Service Management

Vtiger CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

Vtiger CRM and JIRA Service Management are competing in customer relationship and service management. JIRA Service Management appears to have an upper hand with its robust feature set suitable for larger, complex environments.

Features: Vtiger CRM provides integrated sales functions, marketing automation, and customer support tools. JIRA Service Management offers IT service management, incident tracking, and workflow automation.

Ease of Deployment and Customer Service: Vtiger CRM is easily deployable with strong support, making it user-friendly. JIRA Service Management's deployment can be complex, but benefits from documentation and community resources beneficial for skilled teams.

Pricing and ROI: Vtiger CRM generally has a lower initial cost attractive to budget-conscious businesses, offering favorable ROI with its features. JIRA Service Management, while potentially more expensive, provides advanced functionalities and scalability, presenting a higher long-term return.

To learn more, read our detailed JIRA Service Management vs. Vtiger CRM Report (Updated: April 2026).

Buyer's Guide

JIRA Service Management vs. Vtiger CRM

April 2026

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Helped 893,164 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 Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

Vtiger CRM

Ranking in Help Desk Software

44th

Average Rating

7.6

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM (27th), Sales Force Automation (11th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.0%, down from 8.9% compared to the previous year. The mindshare of Vtiger CRM is 0.7%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.0%
Vtiger CRM	0.7%
Other	93.3%

Help Desk Software

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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Valdi Venter

Owner | Director of Operations at Expert Technology Solutions

A modular, easy-to-use solution that needs to improve support and include automation

There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

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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 solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."

"The flow of the reports is good."

"The visibility features are great."

"Easy to use and user-friendly."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"It is 100% stable."

"The customer portal with connection with our knowledge base has been most valuable."

"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."

More JIRA Service Management pros

"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."

"The most valuable feature of Vtiger CRM is automation."

"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."

Cons

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"It should be easier to log in."

"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."

"The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful."

"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."

"There should be better connections with access management. They should improve the connectivity."

"Technical support is so-so. Some of them are good, some bad."

More JIRA Service Management cons

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."

"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."

"The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules."

Pricing and Cost Advice

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"It costs around $150 to $200 per user."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"I price of JIRA Service Management is reasonable."

"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."

More JIRA Service Management pricing and cost advice

"The price doesn't change when you add users. It's a flat fee, and that's attractive."

"We are using the free open-source version of Vtiger CRM."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

Retailer

20%

Construction Company

16%

Comms Service Provider

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

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

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.

See all answers

What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...

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Product Reports

Buyer's Guide

JIRA Service Management

April 2026

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Buyer's Guide

CRM

April 2026

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Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk

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

Vtiger CRM is a comprehensive tool that caters to businesses seeking to enhance customer engagement and streamline operations. It offers essential tools for effective contact management, sales automation, and collaboration.

Recognized for its ability to integrate all business processes on one platform, Vtiger CRM efficiently supports sales, marketing, and customer service teams by providing a robust set of features. Designed with scalability in mind, it caters to businesses of any size. Vtiger CRM focuses on increasing productivity while enhancing the customer journey, offering personalized communication and insights into customer interactions.

What are Vtiger CRM's key features?

Contact Management: Enables efficient tracking of customer information and interactions in a centralized location.
Sales Automation: Streamlines sales processes with tools for managing deals and leads automatically.
Email Marketing: Facilitates the creation and management of targeted email campaigns.
Customer Support: Provides ticketing tools to improve customer service delivery and response time.
Analytics: Offers deep insights through detailed reports and dashboards for data-driven decisions.

What benefits or ROI should users expect?

Increased Productivity: Automates routine tasks, allowing teams to focus on strategic goals.
Enhanced Customer Insights: Provides greater visibility into customer preferences and behaviors.
Improved Decision Making: Empowers users with data-driven insights for strategic planning.
Scalability: Adapts to business growth without requiring significant changes or investments.

Vtiger CRM is effectively implemented across industries like healthcare, where it streamlines patient interaction management. In retail, it enhances personalized shopping experiences, while in finance, it ensures compliance and improves customer relations. Vtiger CRM's versatility allows it to be molded to fit industry-specific requirements.

Vtiger

Sample Customers

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

Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors

Buyer's Guide

JIRA Service Management vs. Vtiger CRM

April 2026

Free Report: JIRA Service Management vs. Vtiger CRM

Find out what your peers are saying about JIRA Service Management vs. Vtiger CRM and other solutions. Updated: April 2026.

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