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Help Desk Comparison

Deskpro vs. Jira Service Management

Jira Service Management is a robust service desk from Atlassian, but it’s not the right fit for every support team. And with Atlassian sunsetting its on-premise edition of the product, Jira Service Management is no longer an option for many teams in regulated industries with strict compliance requirements.

For teams that need a self-hosted service desk, full control over AI, or a true omnichannel workspace for internal and customer support, Deskpro is a strong alternative to Jira Service Management.

Our customers choose Deskpro for its:

  • Flexible deployment options
  • Bring-your-own-AI approach

  • Unlimited workflow automation

  • Single workspace for customer support, IT, and HR teams
  • Customizable help centers
  • Top-rated customer service

See Deskpro in action

Compare Deskpro and Jira Service Management

Jira Service ManagementDeskpro
Flexible deployment
Atlassian is sunsetting Jira Service Management Data Center (their on-premise product), forcing customers to migrate to the Atlassian Cloud or find another help desk provider. Deskpro lets you deploy in the public cloud or any private environment (VPC, private cloud, sovereign cloud, and on-premise) to meet your security and compliance needs.
AI control
Deskpro lets you bring your own AI model(s), including private models that keep data in your security perimeter. Jira Service Management uses Atlassian-selected AI models that process data in the public cloud. Additionally, Atlassian has announced that starting in August 2026, its AI will train on customer in-app data and metadata, with no way for customers to opt out of metadata training below the Enterprise tier.
Built-in help center
Deskpro lets you set up customized help centers so your employees or customers can find answers to common questions or submit and track tickets. Jira Service Management requires you to integrate Confluence to set up a help center, and if you’re using the free version of Confluence, capabilities are limited.
Multi-department help desk
Jira Service Management has robust ITSM capabilities but isn’t designed for customer support management out of the box. Deskpro is a help desk built to serve both customer support and internal support (IT, HR, operations) within a single platform.
Omnichannel support
Deskpro offers true omnichannel support, with tickets from email, chat, voice, social, portal, messaging apps, and SMS flowing into one workspace. Jira Service Management has three primary support channels–email, chat, and portal–with the option to bolt on other channels through third-party integrations.
Workflow automation
Jira Service Management allows you to automate a wide range of actions but limits you to 5000 automation rules at their Standard plan, pushing heavy automation users up to their Premium plan. Deskpro offers highly configurable automations with no limits on any plans.
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Why our customers choose Deskpro

airbus

"As we started growing rapidly, I needed to get full control of our data. That meant looking for an on-premise help desk. Deskpro by far excelled over the other help desks we looked at."

Anthony Carter, Head of IT, Airbus

scribetech

"Out of the on-premise help desk options, Deskpro stood out. When we started looking for a solution, Deskpro ticked all the boxes in terms of features."

Glenn Jackson, IT Support Engineer, Scribetech

brown-university

"Deskpro stood out with its simple user interface, flexibility, ease of programming, and configurations. Our agents loved the overall look and feel of it."

John Spadaro, Deputy Chief Information Officer, Brown University

FEATURES

Keep your support under control with Deskpro

Deployment

Flexible deployment

Deployment flexibility for your security and compliance needs

  • Choose our SaaS deployment or deploy in the private environment of your choice: a VPC, private cloud, sovereign cloud, or on-premise. Deskpro adapts to your security and compliance requirements rather than requiring workarounds.
  • Give your IT team straightforward control of product updates with the Deskpro Private Controller.
  • Maintain data sovereignty through Deskpro’s partnerships with AWS European Sovereign Cloud and other regional hosting providers.
Learn about private deployment
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AI

AI

Your choice of AI, without the cloud mandate

  • Power Deskpro’s AI features with your choice of model, including private models that run in your environment.
  • Choose the AI features you want to enable, from productivity tools to workflows to chatbots, with all features available to both Deskpro Cloud and Deskpro Private customers.
  • Ground your AI in your trusted knowledge sources, and rest easy knowing your in-app and metadata will not be used to train public models.
Learn about Deskpro AI
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Omnichannel

Omnichannel

One workspace for every channel

  • Email, live chat, voice, social media, web forms, messaging apps, and SMS all flow into the same workspace, on every plan. Adding a channel takes a settings change rather than a Marketplace app.
  • Intelligent routing sends each request to the right team or specialist automatically, whichever channel it arrived through.
  • Reporting spans every channel, so you can compare response times, spot recurring issues, and fix bottlenecks from a single view.
Learn about omnichannel support
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Automation

Automation

Workflows for internal and customer support

  • Build multi-step automations with conditional logic and branching, triggered by any field or custom criteria.
  • Adjust a routing rule or escalation in minutes, without a specialist admin. Support leads make the change themselves instead of filing a ticket with IT.
  • Automate as much as you need. Every plan includes unlimited workflows, with no monthly run caps and no tier upgrade required to keep automating.
Learn more about workflow automation
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Try Deskpro today

See if Deskpro is the right Jira Service Management alternative for you.

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Customer support

In-house support from people who use Deskpro every day

Premium service shouldn't be an add-on line item. Deskpro's support team is in-house, made up of product experts who run their own help desk on Deskpro, and they stay involved long after go-live.

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Onboarding

Your onboarding follows your requirements, from data structure to team training, rather than a standard checklist.

stethoscope

Health checks

On Enterprise plans, our team reviews your automations and routing quarterly to confirm your help desk still matches how your team works.

acute

Support SLA

Premium Support has a one-hour Service Level Agreement (SLA), so urgent questions get answered fast.

Uptime SLA

Deskpro Cloud is backed by a 99.9% uptime SLA.

Migration

Migrate from Jira Service Management to Deskpro

Leaving Jira Service Management takes less work than you'd expect. Deskpro's migration specialists handle the transfer end to end, on a schedule that fits your needs.

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Effortless migration

Select the Jira Service Management data you want to keep. Our team moves it for you, with no internal IT time required.

security

Secure transfer

Every migration runs over encrypted HTTPS connections and complies with ISO 27001 and GDPR standards.

map

Data mapping

Your fields, request types, and queues map to the right structures in Deskpro, so your team picks up where they left off.

Customer stories

See how leading support teams are using Deskpro

airbus-oneweb

Aerospace

Airbus chooses a help desk that's out of this world

Airbus OneWeb launched its global micro-satellite project to provide affordable internet around the world and needed a help desk to scale its internal support.  

brown-university-body

Education

Brown supports expanding minds with Deskpro

Brown evaluated leading help desks, including Zendesk, and ultimately chose Deskpro to replace its legacy tool for IT support.

scribetech

Healthcare

Scribetech keeps client data secure with Deskpro

Scribetech needed a highly secure ticket management system to serve its Manchester-based team along with agents working internationally.

Frequently asked questions

When does Jira Service Management Data Center reach end of life?

Atlassian stopped selling new Data Center licenses in March 2026 and will end renewals in March 2028. In March 2029, Data Center instances become read-only. After that, there is no self-hosted edition of Jira Service Management: Atlassian's alternatives, including Isolated Cloud and Government Cloud, are managed by Atlassian and remain subject to the US CLOUD Act. Teams with data sovereignty or compliance requirements should plan their move before the 2028 renewal cutoff. Deskpro Private runs in a virtual private cloud (VPC), private cloud, sovereign cloud, or fully on-premise, including air-gapped environments.

Can I migrate my data from Jira Service Management to Deskpro?

Yes. Deskpro's migration team can transfer your tickets, users, organizations, and custom fields for you, so you don't need to pull in internal IT resources. You choose which data to bring over, and we map everything, custom fields included, to the right destination in Deskpro. Every transfer runs over encrypted HTTPS connections and follows ISO 27001 and GDPR standards.

Can we still use AI if we deploy Deskpro on-premise?

Yes. Every Deskpro AI feature works in every deployment model, including on-premise and air-gapped environments. You choose the model that powers it: a commercial model, a sovereign-cloud model, or a private large language model (LLM) running inside your own security perimeter. Your data is never used to train models. Jira Service Management takes a different approach: its AI features are cloud-only, gated to Premium and Enterprise plans, and run on Atlassian-selected models. Starting August 17, 2026, Atlassian will also train its AI on customer data, and customers below the Enterprise tier cannot opt out of metadata contribution.

Does Deskpro cover the ITSM features we use in Jira Service Management?

Deskpro covers the core of an IT service desk: incident and service request management, SLAs, approvals, and knowledge management, alongside support for HR, operations, and customer-facing teams in one platform. If your organization depends on formal ITIL practices such as change management workflows and a full configuration management database (CMDB), Jira Service Management goes deeper there. In practice, many teams use a small share of that machinery while carrying its admin overhead. If your day-to-day work is tickets, requests, and knowledge management rather than ITIL process depth, Deskpro handles it with less complexity, and its Jira integration keeps tickets linked to development work.