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June 6, 2024
XX min read

Jira Service Management vs Kustomer


  • Brief overview of Jira Service Management and Kustomer as ticketing tools.
  • Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast.
  • Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey.
  • Importance of comparing ticketing tools to find the best fit.

Jira Service Management Overview

Key Features

  • Incident Management: Facilitates rapid incident resolution.
  • Service Request Management: Streamlines the process of service requests.
  • Change Management: Supports controlled and efficient change implementations.
  • Knowledge Management: Allows for the creation and sharing of a knowledge base for efficient problem-solving.
  • SLA Management: Monitors and ensures Service Level Agreements (SLAs) are met.
  • Automation: Reduces repetitive tasks with automation rules.
  • Integration: Seamlessly integrates with other Atlassian products such as Jira Software and Confluence, as well as other third-party applications.
  • Customizable Workflows: Tailor workflows to align with business processes, enhancing flexibility.

Kustomer Overview

Key Features

  • Unified Customer View: Combines customer data from various touchpoints for a comprehensive view.
  • Omnichannel Support: Enables support across multiple channels including email, chat, phone, and social media.
  • Automation Tools: Includes bots and macros to streamline repetitive tasks and improve response times.
  • Knowledge Base: Centralizes information to assist customers and agents efficiently.
  • Customer Journey Analytics: Tracks and analyzes customer interactions throughout their journey.
  • Integration: Provides integrations with numerous third-party applications to enhance functionality.
  • Custom Fields & Workflows: Allows customization to fit specific business needs.
  • Sentiment Analysis: Detects customer sentiment to prioritize and respond appropriately.


  • Both Jira Service Management and Kustomer offer robust ticketing and issue resolution features.
  • Automation capabilities in both tools help streamline support processes, reducing manual effort.
  • Both platforms provide integration options with various third-party applications to expand their functionality.
  • Knowledge Management is a core feature, aiding in efficient problem-solving and information sharing.
  • Each platform includes customization options, allowing users to tailor workflows and fields according to their business needs.
  • Customer and agent support are central to both tools, focusing on improving the service experience.


  • Target Audience: Jira Service Management primarily targets Dev and Ops teams, focusing on high-velocity IT services and change management, while Kustomer caters mainly to customer service and CRM functionalities.
  • Service Management: Jira Service Management offers extensive IT service management (ITSM) features like incident, change, and problem management, which are more advanced compared to Kustomer.
  • Omnichannel Support: Kustomer provides true omnichannel support with seamless transitions between different channels (email, chat, phone, social media), whereas Jira Service Management emphasizes on IT operations and less on customer interactions across various platforms.
  • Customer Data Management: Kustomer boasts a unified customer view, combining multiple data touchpoints into a comprehensive profile, a feature not as pronounced in Jira Service Management.
  • Sentiment Analysis: Kustomer's sentiment analysis helps prioritize and address customer issues more effectively, a feature that is lesser emphasized in Jira Service Management.
  • Integration Ecosystem: While both offer integrations, Jira Service Management has stronger native integration with other Atlassian products, benefiting teams that already use those tools.

Pros and Cons

Jira Service Management

  • Pros:
  • Comprehensive ITSM features
  • Strong integration with other Atlassian products
  • Highly customizable workflows
  • Robust automation capabilities
  • Effective incident and change management


  • Cons:
  • Steeper learning curve
  • Primarily targeted at IT departments
  • Limited omnichannel communication support
  • May be overkill for non-technical teams


  • Pros:
  • Seamless omnichannel support
  • Unified customer view for better context
  • Advanced customer journey analytics
  • Sentiment analysis for prioritizing issues
  • Intuitive interface with easy-to-use customization


  • Cons:
  • Limited ITSM capabilities
  • Higher cost for organizations with simpler needs
  • Focuses on customer support rather than IT operations
  • Integration less seamless without existing CRM infrastructure

Use Cases

  • Ideal scenarios or use cases for Jira Service Management as a ticketing tool:
  • Organizations with a strong focus on IT operations, requiring advanced incident, change, and problem management.
  • Dev and Ops teams needing to collaborate efficiently and respond quickly to business changes.
  • Companies already using Atlassian products seeking deep integration and consistent workflows.
  • Businesses that prioritize highly customizable workflows and automation for IT processes.

  • Ideal scenarios or use cases for Kustomer as a ticketing tool:
  • Customer service departments needing a unified view of customer interactions across multiple channels.
  • Businesses looking to enhance customer experience through advanced analytics and sentiment analysis.
  • High-volume support environments requiring automation to manage repetitive tasks effectively.
  • Organizations aiming to provide seamless omnichannel support and comprehensive customer profiles.


  • In comparing Jira Service Management vs Kustomer for ticketing use cases, it's evident that each tool excels in different areas. Jira Service Management is ideal for IT-focused organizations seeking robust ITSM capabilities and tight integration with Atlassian products. Its strength lies in incident, change, and problem management, making it a powerful solution for technical teams.


  • On the other hand, Kustomer shines in customer support and CRM functionalities, offering a unified customer view, omnichannel support, and advanced analytics. Businesses focused on delivering superior customer experiences and efficiently managing high support volumes would benefit significantly from Kustomer's features.

  • Ultimately, the choice between Jira Service Management and Kustomer depends on your organization’s specific needs. For IT service management and operations, Jira Service Management is the clear choice. For customer service optimization and managing high support volumes with a comprehensive view of customer interactions, Kustomer is the better fit. Evaluate the unique features of each tool against your organizational goals to make an informed decision.

Key takeaways 🔑🥡🍕

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