Side-by-side record

Jira Service Management vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Jira Service Management starts at Free per seat, versus ScreenConnect at $27. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.3/5).

Full comparison

	Jira Service Managementfrom Free	ScreenConnectfrom $27 per month
Audyense Score	76ASStrong	29AS*Low
Positioning	ITSM service desk on Jira — incidents, requests, change, and assets in one platform	ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tier	Yes	Yes
Deployment	Cloud / SaaS, On-premise	Cloud / SaaS
Best fit	SMB, Mid-market, Enterprise	Startup, SMB, Mid-market
Pricing plans	FreeFree Standard$20 Premium$51 EnterpriseCustom pricing	Free or entry planFree Higher tiersCustom pricing
AI features	YesAtlassian Intelligence and a virtual agent power AI-assisted responses and request deflection.	—
Automation & macros	YesNo-code automation rules for routing, escalations, and repetitive-task handling.	—
CSAT & satisfaction surveys	YesBuilt-in customer satisfaction (CSAT) feedback on resolved requests.	—
Knowledge base & help center	YesConfluence-backed knowledge base and self-service portal for request deflection.	—
Live chat & messaging	PartialConversational support via the virtual agent in Slack and Microsoft Teams rather than a classic embedded web chat widget.	—
Omnichannel support	PartialPortal, email, and Slack/Teams chat intake; not a full social/SMS omnichannel suite natively.	—
Public API	YesDocumented REST API plus a large Atlassian Marketplace of integrations.	—
Reporting & dashboards	YesCustomizable dashboards and reports, including SLA and queue performance.	—
Shared inbox & ticketing	PartialUses shared work queues rather than a traditional shared-inbox metaphor; email requests land in queues.	—
SLA management	YesReal-time SLA definition, tracking, and escalation is a core, well-reviewed capability.	—
Multiple agents	—	YesDocumented in the independently researched profile.
Remote Support	—	YesDocumented in the independently researched profile.
No interruptions	—	YesDocumented in the independently researched profile.
Secure information	—	YesDocumented in the independently researched profile.
Automated reconnection	—	YesDocumented in the independently researched profile.
Cross-platform compatibility	—	YesDocumented in the independently researched profile.
Browser extensions	—	YesDocumented in the independently researched profile.
Remote access	—	YesDocumented in the independently researched profile.
Unattended access	—	YesDocumented in the independently researched profile.
Simplified transfer of files	—	YesDocumented in the independently researched profile.
Roles & permissions	—	YesDocumented in the independently researched profile.
Shared toolbox	—	YesDocumented in the independently researched profile.
Remote meetings	—	YesDocumented in the independently researched profile.
Customization & branding	—	YesDocumented in the independently researched profile.
Integrations verified	14+	—
Aggregate rating	4.3 · 988 reviews	9.0 · No reviews yet
Integrations	Jira SoftwareConfluenceSlackMicrosoft TeamsOpsgenieBitbucket+8 more	—
Security & compliance	SOC 2 Type IIISO 27001ISO 27018PCI DSS+3 more	—
Pros	Highly customizable workflows, request types, SLAs, and automation rules Real-time SLA tracking and strong reporting/dashboards Seamless integration with Jira Software, Confluence, and the Atlassian ecosystem Robust change, asset (CMDB), and incident management for ITIL-aligned processes	Independent review documents a concrete business workflow Documented capability: Multiple agents Documented capability: Remote Support Documented capability: No interruptions Documented capability: Secure information
Cons	Steep learning curve, especially for non-technical users and first-time admins Complex and time-consuming initial configuration Total cost creeps up once Atlassian Marketplace apps, implementation, and renewals are added Integrations with non-Atlassian tools can feel inflexible or brittle	Pricing and usage limits should be checked against the exact plan Implementation effort depends on the team's data and process maturity Reported outcomes should be validated with the buyer's own data
	Visit Jira Service Management ↗	Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Jira Service Management

Jira Service Management is Atlassian's IT service management (ITSM) and service desk platform, offering request, incident, problem, change, asset, and knowledge management on a single system. It ships AI-powered assistance, automation, SLA tracking, and a self-service portal, and integrates tightly with Jira Software and Confluence. It is aimed at IT, ops, and internal-support teams that need structured, auditable service workflows.

A particularly good fit for: Mid-market to enterprise IT and internal-support teams needing structured, auditable ITSM Organizations already using Jira Software or Confluence Teams requiring formal change management, SLAs, and a CMDB/asset inventory

May be a poor fit if: Startups or small teams wanting a lightweight help desk with rapid, low-config setup Teams whose primary need is external customer support via live chat and social channels

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Jira Service Management: Published starting price Free

FreeFree
Standard$20 per agent/month
Premium$51 per agent/month
EnterpriseCustom pricing

ScreenConnect: Published starting price $27 per month

Free or entry planFree
Higher tiersCustom pricing

Capabilities worth validating

Jira Service Management: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Jira Software, Confluence, Slack, Microsoft Teams.
ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

Does Jira Service Management's selected plan include the features and limits we need?
Does ScreenConnect's selected plan include the features and limits we need?
Does the exact integration path for Jira Software, Confluence, Slack support the sync direction, permissions, and volume we need?
Will the deployment and data-residency model meet our security and procurement requirements?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
Test the complete path through Jira Software, Confluence, Slack: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Jira Service Management product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website