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Customer Support · head to head

Jira Service Management vs Userpilot

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Userpilot logo

Userpilot

SaaS

Product analytics and in-app onboarding 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; Userpilot starter tier limited to 2,000 monthly active users; even small-to-medium products may require Growth tier

Where they differ

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

Attributes where Jira Service Management and Userpilot differ
AttributeJira Service ManagementUserpilot
PlatformsWeb, Ios, AndroidWeb, iOS, Android, API
CategoryCustomer SupportSaaS
Founded2002Unknown

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 Userpilot

Nothing recorded that Jira Service Management does not also cover.

What people use each for

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

Jira Service Management

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

Userpilot

  • SaaS companies optimising user onboarding and activationnot Jira Service Management
  • Product teams collecting user feedback and identifying churn drivers via session replaynot Jira Service Management
  • Customer success teams using in-app guides and contextual helpnot Jira Service Management
  • Growth teams orchestrating multi-channel campaigns across email and in-appnot Jira Service Management
  • Product managers measuring adoption and engagement across user cohortsnot 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

Userpilot

  • Starter tier limited to 2,000 monthly active users; even small-to-medium products may require Growth tier
  • Large price jump from Starter ($299/mo) to Growth ($849/mo), nearly 3x increase
  • Growth tier scales to 100,000 MAU but does not publish pricing for higher volumes, requiring Enterprise negotiation
  • Session replay and mobile engagement are optional add-ons in Growth tier, not included in base pricing
  • Enterprise pricing not published; custom negotiations required for large-scale deployments

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

Userpilot

Free
  • Starter$299/month
    • Up to 2,000 monthly active users
    • In-app engagement
    • User segmentation
  • Growth$849/month (marked 'Most Popular')
    • 2,000 to 100,000 monthly active users
    • All Starter features
    • Advanced product analytics
  • Enterprise$null/variable
    • Custom monthly active user levels
    • All Growth features
    • Premium integrations

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 Userpilot if

  • You want to start without paying.
  • You work on Web, iOS, Android, API.
Userpilot review

Questions people ask

Is Jira Service Management or Userpilot better?
Neither clearly leads. Jira Service Management starts at Free and Userpilot at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Userpilot?
Jira Service Management starts at Free and Userpilot at Free.
Does Jira Service Management or Userpilot run on more platforms?
Jira Service Management runs on Web, Ios, Android. Userpilot runs on Web, iOS, Android, API.
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 Userpilot is typically brought in for.
What can Jira Service Management do that Userpilot cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management.

Answered from the vendors’ own pages

Userpilot: What is included in the free trial?

Userpilot offers a free 14-day trial without requiring a credit card, providing full access to the Starter tier features.

Source
Userpilot: Does Userpilot include session replay?

Session replay is available in the Growth tier as an optional add-on for watching real user sessions and identifying friction points.

Source
Userpilot: What integrations does Userpilot support?

Userpilot integrates with HubSpot, Salesforce, Segment, Google Analytics, Amplitude, Mixpanel, Heap, Zendesk, Intercom and Google Tag Manager. Additional integrations can be requested.

Source
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