Software · head to head
Jira Service Management vs Gladly
The short version
- Only Jira Service Management has a free tier, so it costs nothing to try first.
- Each has a real cost: 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; Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
- They diverge on capability: Jira Service Management covers Incident management, Gladly covers Lifelong conversation.
Where they differ
Only the attributes on which Jira Service Management and Gladly actually diverge.
| Attribute | Jira Service Management | Gladly |
|---|---|---|
| Starting price | Free | $180/month |
| Free tier | Yes | No |
| Founded | 2002 | 2014 |
Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).
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 Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Only in Gladly
- Lifelong conversation
- Omnichannel support
- Customer timeline
- Task management
- Knowledge base
- IVR
- Shopify
- Salesforce
Both cover
- SOC2
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Jira Service Management
- IT service managementnot Gladly
- Incident responsenot Gladly
- Change managementnot Gladly
- Asset trackingnot Gladly
Gladly
- Customer service built around a single customer record rather than ticketsnot Jira Service Management
- Handling support conversations across voice, messaging and emailnot Jira Service Management
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
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
Gladly
- No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
- The pricing page presents outcome statistics in place of any cost information
- Every route to a figure goes through a demo or sales conversation
Pricing, plan by plan
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
Gladly
$180/month- Hero$180/month
- All channels
- Customer timeline
- Knowledge base
- Superhero$210/month
- Everything in Hero
- Custom reporting
- Advanced rules
Which should you pick?
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.
Choose Gladly if
- You need lifelong conversation.
- You work on Web, Ios, Android.
- You also want omnichannel support.
Questions people ask
- Is Jira Service Management or Gladly better?
- Neither clearly leads. Jira Service Management starts at Free and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Jira Service Management or Gladly?
- Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and $180/month for Gladly.
- Does Jira Service Management or Gladly 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. Gladly starts at $180/month.
- What is Jira Service Management best used for?
- Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what Gladly is typically brought in for.
- What can Jira Service Management do that Gladly cannot?
- Jira Service Management covers Incident management, Change management, Problem management, Asset management. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle SOC2, GDPR, Web support, Ios support.