Softwr

Customer Support · head to head

Jira Service Management vs Olark

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Olark logo

Olark

Live Chat & Chatbots

Make your business human

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; Olark the AI website agent is a $400 a month flat plan billed annually at $4,800, which is a large step from the $29 per agent human only plan
  • They diverge on capability: Jira Service Management covers Incident management, Olark covers Live chat.

Where they differ

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

Attributes where Jira Service Management and Olark differ
AttributeJira Service ManagementOlark
PlatformsWeb, Ios, AndroidWeb
CategoryCustomer SupportLive Chat & Chatbots
Founded20022009

Identical on both: starting price (Free), pricing model (subscription), 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
  • Confluence

Only in Olark

  • Live chat
  • Chat transcripts
  • Visitor insights
  • Customization
  • Offline messaging
  • Shortcuts
  • Salesforce
  • HubSpot

Both cover

  • Slack
  • GDPR
  • Web support

What people use each for

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

Jira Service Management

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

Olark

  • Live chat on a website with a small support teamnot Jira Service Management
  • Running an AI agent on website conversations with human handoffnot 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

Olark

  • The AI website agent is a $400 a month flat plan billed annually at $4,800, which is a large step from the $29 per agent human only plan
  • That flat price covers only one human seat, with each additional seat at $29 a month
  • Regional routing, SSO and custom SLAs require a custom enterprise plan with no published 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

Olark

Free
  • FreeFree
    • 20 chats/month
    • 1 agent
    • Basic customization
  • Standard$29/month
    • Unlimited chats
    • Chat transcripts
    • Integrations
  • Pro$undefined/month
    • Co-browsing
    • Chatbot
    • Priority support

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 Olark if

  • You need live chat.
  • You want to start without paying.
  • You also want chat transcripts.
Olark review

Questions people ask

Is Jira Service Management or Olark better?
Neither clearly leads. Jira Service Management starts at Free and Olark at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Olark?
Jira Service Management starts at Free and Olark at Free.
Does Jira Service Management or Olark run on more platforms?
Jira Service Management runs on Web, Ios, Android. Olark 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 Olark is typically brought in for.
What can Jira Service Management do that Olark cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Olark covers Live chat, Chat transcripts, Visitor insights, Customization. Both handle Slack, GDPR, Web support.
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