Software · head to head
Jira Service Management vs LiveAgent
The short version
- 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; LiveAgent social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
- They diverge on capability: Jira Service Management covers Incident management, LiveAgent covers Ticketing system.
Where they differ
Only the attributes on which Jira Service Management and LiveAgent actually diverge.
| Attribute | Jira Service Management | LiveAgent |
|---|---|---|
| Founded | 2002 | 2004 |
Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), 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 LiveAgent
- Ticketing system
- Live chat
- Call center
- Social media
- Knowledge base
- Customer portal
- WordPress
- Shopify
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 LiveAgent
- Incident responsenot LiveAgent
- Change managementnot LiveAgent
- Asset trackingnot LiveAgent
LiveAgent
- Multichannel help desk covering email, chat, calls and social messagesnot Jira Service Management
- Ticketing and shared inbox for customer support teamsnot 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
LiveAgent
- Social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
- The entry plan is limited to 3 email accounts, 2 live chat buttons and 3 contact forms
- WhatsApp numbers are rationed by plan, at 5 on Large Business and 20 on Enterprise
- The advertised prices require annual billing, and monthly billing raises the entry plan from $10 to $13 per agent
- Every published price is a discounted rate against a higher regular price
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
LiveAgent
Free- FreeFree
- 7-day ticket history
- 1 chat button
- 1 email account
- Small$9/month
- Unlimited ticket history
- 3 email accounts
- Customer portal
- Medium$29/month
- Call center
- 10 email accounts
- Advanced reporting
- Large$49/month
- Everything unlimited
- Senior account manager
- White glove setup
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 LiveAgent if
- You need ticketing system.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want live chat.
Questions people ask
- Is Jira Service Management or LiveAgent better?
- Neither clearly leads. Jira Service Management starts at Free and LiveAgent at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Jira Service Management or LiveAgent?
- Jira Service Management starts at Free and LiveAgent at Free.
- Does Jira Service Management or LiveAgent 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?
- Both have a free tier, so you can try either at no cost before committing.
- 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 LiveAgent is typically brought in for.
- What can Jira Service Management do that LiveAgent cannot?
- Jira Service Management covers Incident management, Change management, Problem management, Asset management. LiveAgent covers Ticketing system, Live chat, Call center, Social media. Both handle Slack, GDPR, Web support, Ios support.