Softwr

Customer Support · head to head

Jira Service Management vs Loom

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Loom logo

Loom

All industries

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite

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; Loom free tier capped at 25 total videos with 5-minute maximum recording length per video
  • They diverge on capability: Jira Service Management covers Incident management, Loom covers Screen & camera recording.

Where they differ

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

Attributes where Jira Service Management and Loom differ
AttributeJira Service ManagementLoom
Pricing modelsubscriptionfreemium
PlatformsWeb, Ios, AndroidWeb
CategoryCustomer SupportAll industries
Founded20022015

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated).

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
  • PagerDuty

Only in Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Both cover

  • Confluence
  • Slack
  • SOC2
  • GDPR

What people use each for

The jobs each tool is most often brought in to do.

Jira Service Management

  • IT service managementnot Loom
  • Incident responsenot Loom
  • Change managementnot Loom
  • Asset trackingnot Loom

Loom

  • Asynchronous video communication and screen recordingnot Jira Service Management
  • Product demonstrations and tutorialsnot Jira Service Management
  • Meeting transcription and documentationnot Jira Service Management
  • Team communication and knowledge sharingnot 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

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI tier

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

Loom

Free

No published plan breakdown. See the Loom review.

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 Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Questions people ask

Is Jira Service Management or Loom better?
Neither clearly leads. Jira Service Management starts at Free and Loom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Loom?
Jira Service Management starts at Free and Loom at Free.
Does Jira Service Management or Loom run on more platforms?
Jira Service Management runs on Web, Ios, Android. Loom runs on Web.
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 Loom is typically brought in for.
What can Jira Service Management do that Loom cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Both handle Confluence, Slack, SOC2, GDPR.
ShareXLinkedInRedditWhatsAppEmail

Related pages

More on Jira Service Management

More on Loom

Keep looking

Other head to heads