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Customer Support · head to head

Jira Service Management vs Scratchpad

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Free plan
Yes
Full reviewWebsite
Scratchpad logo

Scratchpad

CRM

Faster workspace over Salesforce for sales reps to update pipeline, take notes and manage deals

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: Jira Service Management pricing information not available on main product page; Atlassian does not publish standard rates on this landing page; Scratchpad scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • They diverge on capability: Jira Service Management covers Incident management, Scratchpad covers Spreadsheet pipeline views.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

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

Attributes where Jira Service Management and Scratchpad differ
AttributeJira Service ManagementScratchpad
Pricing modelsubscriptionPer user per month
PlatformsWeb, Ios, AndroidWeb, Chrome extension
CategoryCustomer SupportCRM
Founded2002Unknown

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 Scratchpad

  • Spreadsheet pipeline views
  • Call recorder and notetaker
  • AI field updates
  • Deal and account agent
  • Hygiene monitor
  • Notes linked to records
  • Custom prompts
  • Kanban and forecast views

What people use each for

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

Jira Service Management

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

Scratchpad

  • A 60-rep Salesforce team whose forecast is unreliable because opportunity fields are updated once a week in a panic before the pipeline callnot Jira Service Management
  • A rep who wants to update twenty opportunities in a grid rather than opening twenty Salesforce recordsnot Jira Service Management
  • A sales manager wanting stale and incomplete pipeline records flagged automatically instead of chased by emailnot Jira Service Management
  • A revenue operations lead trialling AI notetaking that writes back to CRM fields before committing budget, using the free tiernot 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

  • Pricing information not available on main product page; Atlassian does not publish standard rates on this landing page
  • Customers must navigate to separate pricing section or contact sales for cost information

Scratchpad

  • Scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • AI credits are metered per user per month at 400 on Solo and 800 on Team, which means heavy notetaking use pushes teams towards Enterprise for capacity rather than for features.
  • There is no proper native mobile application, so representatives who wanted to update records from a car park between meetings are back in a mobile browser.
  • Sync with Salesforce and call processing can lag, and a pipeline view showing yesterday state during a forecast call undermines the exact meeting the tool was bought to improve.
  • It creates a second notes surface alongside native Salesforce notes, so organisations end up with deal history split across two places unless they explicitly ban one of them.

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

Scratchpad

Free
  • FreeFree
    • Workspace limited to 3 views
    • 10 hours a month of call recording and notetaking
    • AI field updates
  • Solo$19/month
    • Unlimited views with sheets and notes
    • Call recorder and notetaker
    • AI field updates
  • Team$49/month
    • Everything in Solo
    • 800 AI credits per user per month
    • Gong integration
  • Enterprise$undefined/month
    • Unlimited AI credits
    • White-glove agent services included
    • Enterprise security and administration

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 Scratchpad if

  • You need spreadsheet pipeline views.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want call recorder and notetaker.
Scratchpad review

Questions people ask

Is Jira Service Management or Scratchpad better?
Neither clearly leads. Jira Service Management starts at Free and Scratchpad at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Scratchpad?
Jira Service Management starts at Free and Scratchpad at Free.
Does Jira Service Management or Scratchpad run on more platforms?
Jira Service Management runs on Web, Ios, Android. Scratchpad runs on Web, Chrome extension.
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 Scratchpad is typically brought in for.
What can Jira Service Management do that Scratchpad cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Scratchpad covers Spreadsheet pipeline views, Call recorder and notetaker, AI field updates, Deal and account agent.

Answered from the vendors’ own pages

Jira Service Management: How much does Jira Service Management cost?

Jira Service Management pricing is not published on the main product page. Atlassian requires customers to visit the dedicated pricing section or contact their sales team to obtain rates. Enterprise and volume discounts are available through individual consultation.

Source
Scratchpad: Does Scratchpad work with HubSpot?

No. It is Salesforce-only.

Scratchpad: Is the free plan usable in production?

Yes for an individual: full workspace with three views, 10 hours of recording and 100 AI credits a month. Teams outgrow it on views and credits.

Scratchpad: Does it replace Salesforce licences?

No. Every user still needs their own Salesforce licence; Scratchpad is an interface on top.

Scratchpad: What are AI credits spent on?

Notetaking, summarisation, field update suggestions and agent queries. Enterprise removes the cap.

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