Side-by-side record

Jira Service Management vs. Splashtop Remote Support

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 Splashtop Remote Support at $25. Splashtop Remote Support carries the higher aggregate rating (8.9/5 vs 4.3/5).

Full comparison

	Jira Service Managementfrom Free	Splashtop Remote Supportfrom $25 per month
Audyense Score	76ASStrong	29AS*Low
Positioning	ITSM service desk on Jira — incidents, requests, change, and assets in one platform	Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers).
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.	—
Access From Any Device	—	YesDocumented in the independently researched profile.
Easy Deployment	—	YesDocumented in the independently researched profile.
Create And Send Deployment Package	—	YesDocumented in the independently researched profile.
Automatically Install And Deploy To Group Of Computers	—	YesDocumented in the independently researched profile.
High Performance	—	YesDocumented in the independently researched profile.
Attended And Unattended Remote Support	—	YesDocumented in the independently researched profile.
Group Computers	—	YesDocumented in the independently researched profile.
User Managment	—	YesDocumented in the independently researched profile.
Resell Remote Access	—	YesDocumented in the independently researched profile.
Robust Security	—	YesDocumented in the independently researched profile.
Remote Print	—	YesDocumented in the independently researched profile.
Chat While In Remote Sessions	—	YesDocumented in the independently researched profile.
Remote Wake Computers	—	YesDocumented in the independently researched profile.
File transfer	—	YesDocumented in the independently researched profile.
Integrations verified	14+	—
Aggregate rating	4.3 · 988 reviews	8.9 · 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: Access From Any Device Documented capability: Easy Deployment Documented capability: Create And Send Deployment Package Documented capability: Automatically Install And Deploy To Group Of Computers
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 Splashtop Remote Support ↗

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

Splashtop Remote Support

Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers). It’s a reliable software designed to assist users in remotely supporting the servers and computer of their clients. It allows the deployment of both attended and unattended support. The software provides remote access and support from your laptops and computers, mobile devices or even Chromebook. It can be easily deployed to units that need support, with the option of making your own deployment package which could then be sent to clients for installation. User groups with full control over access and privilege can be created. There’s also no issue in security as Splashtop encrypts every remote session while also providing firewall, device authentication, multi-level password, and other security features to your computers and servers. Splashtop technology powers various RMMs’ remote control function for fluid unattended support. Examples of said remote monitoring and management platforms that this software integrates with include Ninja, RSA, Atera, MS Active Directory, ServiceNow, and Naverisk. It also provides lightweight integration capabilities for third-party apps that don’t have built-in Splashtop support. There are two packages available for this software, namely Remote Support Plus and Remote Support Premium. Both of which is billed annually. The basic version starts at $25/month while the premium plan starts at $40/month. A free trial is available.

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

Splashtop Remote Support: Published starting price $25 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.
Splashtop Remote Support: Access From Any Device, Easy Deployment, Create And Send Deployment Package, Automatically Install And Deploy To Group Of Computers, High Performance

Questions to answer before switching

Does Jira Service Management's selected plan include the features and limits we need?
Does Splashtop Remote Support'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; Splashtop Remote Support product site, FinancesOnline review, Vendor website