Customer Support · head to head
Groove vs Jira Service Management
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
Jira Service Management
Customer Support
High-velocity service management
- From
- Free
- Rated
- -
The short version
- Only Jira Service Management has a free tier, so it costs nothing to try first.
- Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
- They diverge on capability: Groove covers Shared inbox, Jira Service Management covers Incident management.
Where they differ
Only the attributes on which Groove and Jira Service Management actually diverge.
| Attribute | Groove | Jira Service Management |
|---|---|---|
| Starting price | $12/month | Free |
| Free tier | No | Yes |
| Founded | 2011 | 2002 |
Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).
What each one covers
Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.
Only in Groove
- Shared inbox
- Knowledge base
- Live chat
- Automation rules
- Reporting
- Collision detection
- Salesforce
- Zapier
Only in Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Both cover
- Slack
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Groove
- Shared inbox and help desk ticketing for small support teamsnot Jira Service Management
- Handling email, chat and messaging support in one queuenot Jira Service Management
Jira Service Management
- IT service managementnot Groove
- Incident responsenot Groove
- Change managementnot Groove
- Asset trackingnot Groove
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
Jira Service Management
- The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
Pricing, plan by plan
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
Jira Service Management
Free- FreeFree
- 3 agents
- Ticket management
- Knowledge base
- Standard$20/month
- Unlimited customers
- 250 agents
- 20 GB storage
- Premium$45/month
- Advanced incident management
- Asset management
- Change management
- Enterprise$undefined/month
- Unlimited sites
- 24/7 support
- Data residency
Which should you pick?
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want knowledge base.
Choose Jira Service Management if
- You need incident management.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want change management.
Questions people ask
- Is Groove or Jira Service Management better?
- Neither clearly leads. Groove starts at $12/month and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Groove or Jira Service Management?
- Jira Service Management has a free tier; the other does not. Paid plans start at $12/month for Groove and Free for Jira Service Management.
- Does Groove or Jira Service Management run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- Can I use Jira Service Management for free?
- Yes. Jira Service Management has a free tier, so you can try it without paying. Groove starts at $12/month.
- What is Groove best used for?
- Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Jira Service Management is typically brought in for.
- What can Groove do that Jira Service Management cannot?
- Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle Slack, GDPR, Web support, Ios support.