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Customer Support · head to head

Jira Service Management vs Pendo

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Pendo logo

Pendo

SaaS

Product analytics and digital adoption platform

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; Pendo pricing is not publicly available and requires a custom quote
  • They diverge on capability: Jira Service Management covers Incident management, Pendo covers Product analytics.

Where they differ

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

Attributes where Jira Service Management and Pendo differ
AttributeJira Service ManagementPendo
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Mobile, Desktop
CategoryCustomer SupportSaaS
Founded20022013

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
  • Confluence

Only in Pendo

  • Product analytics
  • In-app messaging
  • User onboarding
  • Feature adoption tracking
  • User feedback
  • NPS surveys
  • Session replay
  • Mobile analytics

Both cover

  • Slack
  • SOC2
  • GDPR
  • ISO27001

What people use each for

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

Jira Service Management

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

Pendo

  • User onboardingnot Jira Service Management
  • Feature adoptionnot Jira Service Management
  • Product analyticsnot Jira Service Management
  • User feedback collectionnot Jira Service Management
  • Digital adoptionnot 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

Pendo

  • Pricing is not publicly available and requires a custom quote
  • Free tier limited to 500 monthly active users

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

Pendo

Free
  • FreeFree
    • 500 MAU
    • Core analytics
    • In-app guides

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 Pendo if

  • You need product analytics.
  • You want to start without paying.
  • You work on Web, Mobile, Desktop.
  • You also want in-app messaging.
Pendo review

Questions people ask

Is Jira Service Management or Pendo better?
Neither clearly leads. Jira Service Management starts at Free and Pendo at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Pendo?
Jira Service Management starts at Free and Pendo at Free.
Does Jira Service Management or Pendo run on more platforms?
Jira Service Management runs on Web, Ios, Android. Pendo runs on Web, Mobile, Desktop.
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 Pendo is typically brought in for.
What can Jira Service Management do that Pendo cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Pendo covers Product analytics, In-app messaging, User onboarding, Feature adoption tracking. Both handle Slack, SOC2, GDPR, ISO27001.

Answered from the vendors’ own pages

Pendo: Does Pendo have a free tier?

Yes, Pendo Free supports up to 500 monthly active users and includes core product analytics, in-app guides, Pendo-branded roadmaps, and Pendo-branded NPS surveys.

Source
Pendo: What is Pendo's core functionality?

Pendo combines product analytics, in-app guides, session replay, NPS surveys, product discovery, roadmaps, and cross-channel orchestration to measure and improve product adoption.

Source
Pendo: What CRM systems does Pendo integrate with?

Pendo offers two-way integrations with Salesforce, mapping Pendo product usage and sentiment data with Salesforce records, and with HubSpot for contact mapping and campaign orchestration.

Source
Pendo: What impact does Pendo have on customer retention?

Companies using Pendo for product analytics see on average a 5% reduction in customer churn and report an average 15% increase in net revenue retention.

Source
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