Customer Support · head to head
Jira Service Management vs Groove
Jira Service Management
Customer Support
High-velocity service management
- From
- Free
- Rated
- -
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
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; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- They diverge on capability: Jira Service Management covers Incident management, Groove covers Shared inbox.
Where they differ
Only the attributes on which Jira Service Management and Groove actually diverge.
| Attribute | Jira Service Management | Groove |
|---|---|---|
| Starting price | Free | $12/month |
| Free tier | Yes | No |
| Founded | 2002 | 2011 |
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 Jira Service Management
- Incident management
- Change management
- Problem management
- Asset management
- Knowledge management
- SLAs
- Jira Software
- Confluence
Only in Groove
- Shared inbox
- Knowledge base
- Live chat
- Automation rules
- Reporting
- Collision detection
- Salesforce
- Zapier
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.
Jira Service Management
- IT service managementnot Groove
- Incident responsenot Groove
- Change managementnot Groove
- Asset trackingnot Groove
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
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
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
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
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
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 Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want knowledge base.
Questions people ask
- Is Jira Service Management or Groove better?
- Neither clearly leads. Jira Service Management starts at Free and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Jira Service Management or Groove?
- Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and $12/month for Groove.
- Does Jira Service Management or Groove 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 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 Groove is typically brought in for.
- What can Jira Service Management do that Groove cannot?
- Jira Service Management covers Incident management, Change management, Problem management, Asset management. Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Both handle Slack, GDPR, Web support, Ios support.