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Jira Service Management vs LiveChat

Jira Service Management logo

Jira Service Management

Software

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
LiveChat logo

LiveChat

Software

Customer service software that delights

From
$20/month
Rated
-
Full reviewWebsite

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; LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Jira Service Management covers Incident management, LiveChat covers Live chat.

Where they differ

Only the attributes on which Jira Service Management and LiveChat actually diverge.

Attributes where Jira Service Management and LiveChat differ
AttributeJira Service ManagementLiveChat
Starting priceFree$20/month
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Desktop

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown), founded (2002).

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 LiveChat

  • Live chat
  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress

Both cover

  • 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 LiveChat
  • Incident responsenot LiveChat
  • Change managementnot LiveChat
  • Asset trackingnot LiveChat

LiveChat

  • Live chat support on a website with agent routingnot Jira Service Management
  • Handling customer conversations across chat, SMS and messaging channelsnot 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

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

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

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • 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.
Jira Service Management review

Choose LiveChat if

  • You need live chat.
  • You work on Web, Ios, Android, Desktop.
  • You also want ticketing.
LiveChat review

Questions people ask

Is Jira Service Management or LiveChat better?
Neither clearly leads. Jira Service Management starts at Free and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or LiveChat?
Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and $20/month for LiveChat.
Does Jira Service Management or LiveChat run on more platforms?
Jira Service Management runs on Web, Ios, Android. LiveChat runs on Web, Ios, Android, Desktop.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. LiveChat starts at $20/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 LiveChat is typically brought in for.
What can Jira Service Management do that LiveChat cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. LiveChat covers Live chat, Ticketing, Chat routing, Analytics. Both handle GDPR, Web support, Ios support, Android support.
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