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Jira Service Desk VS GitLab

Compare Jira Service Desk VS GitLab and see what are their differences

EcholoN
Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)... featured
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Contents:
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  3. » Reviews
  4. » Alternatives

Jira Service Desk logo Jira Service Desk

IT service desk and customer service software by Jira Service Desk. Powerful ticketing system used by 25,000+ organizations. Try it free today.

GitLab logo GitLab

Create, review and deploy code together with GitLab open source git repo management software | GitLab
  • Jira Service Desk Landing page
    Landing page //
    2023-09-13
  • GitLab Landing page
    Landing page //
    2023-10-17

Jira Service Desk

Website
atlassian.com
Pricing URL
-
Release Date
-
Edit details

GitLab

Website
about.gitlab.com
Pricing URL
Official GitLab Pricing
Release Date
2014 January
Startup details
Country
United States
State
California
City
San Francisco
Founder(s)
Dmitriy Zaporozhets
Employees
1,000 - 1,999
Edit details

Jira Service Desk features and specs

  • User-Friendly Interface
    Jira Service Desk offers an intuitive and easy-to-navigate interface that makes it simple for users to manage and respond to service requests efficiently.
  • Integration Capabilities
    Seamlessly integrates with other Atlassian products like Jira Software and Confluence, as well as various third-party applications, enhancing its functionality and versatility.
  • Customizability
    Highly customizable workflows, forms, and fields allow organizations to tailor the service desk to their specific needs and processes.
  • Automation
    Advanced automation features help streamline repetitive tasks, optimizing the efficiency of service desk operations.
  • Scalability
    Suitable for organizations of all sizes, from small teams to large enterprises, making it flexible to scale as the organization grows.
  • ITIL Compatibility
    Adheres to ITIL best practices, offering modules for incident, problem, change, and service request management to support comprehensive IT service management.

Possible disadvantages of Jira Service Desk

  • Pricing
    Can be costly, especially for smaller organizations or those on a tight budget, due to its subscription-based pricing model.
  • Learning Curve
    Despite a user-friendly interface, the extensive feature set can be overwhelming for new users, requiring time and training to fully leverage its capabilities.
  • Performance Issues
    Users have reported occasional performance issues, particularly with large datasets or complex workflows, which can impact productivity.
  • Customization Complexity
    While highly customizable, advanced customizations may require technical expertise, potentially necessitating additional resources or developer support.
  • Limited Reporting
    Built-in reporting features may not meet the needs of all users, necessitating the use of additional tools or plugins for more advanced analytics.
  • Integration Complexity
    While integration capabilities are extensive, setting up and managing integrations, particularly with non-Atlassian tools, can be complex and time-consuming.

GitLab features and specs

  • Integrated DevOps Platform
    GitLab provides a single application for the entire DevOps lifecycle, which simplifies the workflow and reduces the need for multiple tools.
  • CI/CD Capabilities
    It offers powerful Continuous Integration and Continuous Deployment (CI/CD) features, enabling automated testing and deployment.
  • Self-Hosted and SaaS Options
    GitLab can be hosted on your own servers or used as a cloud-hosted service, providing flexibility depending on your needs.
  • Strong Security Features
    GitLab includes various security features such as code quality analysis, vulnerability management, and compliance management.
  • Robust Community and Support
    There is a large community and extensive documentation available, along with professional support options.

Possible disadvantages of GitLab

  • Complexity for New Users
    The extensive features and functionalities can be overwhelming for newcomers, requiring a steep learning curve.
  • Resource Intensive
    Self-hosting a GitLab instance requires substantial server resources, which can be costly.
  • Price
    While there is a free tier, the advanced features are part of the paid plans, which can be expensive for small teams or startups.
  • User Interface
    Some users find the interface less intuitive and harder to navigate compared to other platforms like GitHub.
  • Performance Issues
    Large repositories or high usage can sometimes lead to performance issues, especially on self-hosted instances.

Analysis of GitLab

Overall verdict

  • Yes, GitLab is generally considered a good platform, especially for teams looking for an integrated set of tools for software development and DevOps. Its features and flexibility make it a strong choice for many organizations.

Why this product is good

  • GitLab is a popular DevOps platform that provides a comprehensive suite of tools for software development, including version control, issue tracking, continuous integration/continuous deployment (CI/CD), and more. It is valued for its open-source model, strong security features, user-friendly interface, and a wide range of integrations. GitLab's all-in-one approach allows teams to manage their entire DevOps lifecycle from a single application, which can help improve collaboration and efficiency.

Recommended for

    GitLab is well-suited for developers, DevOps engineers, project managers, and teams that require robust CI/CD capabilities, strong security features, and an open-source platform that can be self-hosted or used as a cloud service. It is particularly beneficial for organizations looking for a comprehensive solution to streamline their development workflows.

Jira Service Desk videos

+ Add

Introduction to Jira Service Desk

More videos:

  • Review - Jira Service Desk
  • Review - JIRA Service Desk at Spotify

GitLab videos

+ Add

Introduction to GitLab Workflow

More videos:

  • Review - GitLab Review App Working Session

Category Popularity

0-100% (relative to Jira Service Desk and GitLab)

Jira Service Desk

GitLab

Help Desk
100 100%
Help Desk
0% 0
Code Collaboration
0 0%
Code Collaboration
100% 100
Customer Support
100 100%
Customer Support
0% 0
Git
0 0%
Git
100% 100

User comments

Share your experience with using Jira Service Desk and GitLab. For example, how are they different and which one is better?
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Reviews

These are some of the external sources and on-site user reviews we've used to compare Jira Service Desk and GitLab

Jira Service Desk Reviews

Top IT Management Software 2021
Jira Service Desk is an IT management system that focuses on helping growing companies move away from email as a means of asking for technical support. In fact, Jira offers a self-service portal to help your employees solve problems without involving IT whenever possible. The knowledge base brings the most relevant results to the top based on what they search for, or, if...
Source: www.itbusinessedge.com
The Best Help Desk Software in 2020
Jira Service Desk is Atlassian's contribution to the help desk software market. Since they already offer a widely-used project and issue tracking system called Jira Software, Jira Service Desk is often a natural choice for those who already use their software. Because it's designed by the same company, integration with existing Jira applications is painless. Additional...
Source: www.jitbit.com
Top 10 Alternatives to Zendesk: Analysis of Leading Help Desk Software Solutions
Issues can be submitted as tickets or resolved through a self-service portal. The open-source platform adapts to core helpdesk functionalities like customer portal, knowledge base, collaboration interface and performance metrics. However, if you lack an I.T. team you might want to consider the out-of-the-box JIRA Service Desk alternatives we have in the list.
Source: financesonline.com

GitLab Reviews

  1. Reinhard
    · Boss at CLOUD Meister ·
    perfect for Freelancers!
The Top 11 Static Application Security Testing (SAST) Tools
GitLab’s in-context testing solution simplifies the development process by automating both application and infrastructure management on a single platform.Why We Picked GitLab: We like GitLab’s automation of testing and compliance across development workflows. Its in-context testing minimizes license costs and reduces the learning curve.
Source: expertinsights.com
The Top 10 GitHub Alternatives
GitLab is a web-based DevSecOps (take that, Call of Duty) platform that allows software development teams to plan, build, and ship secure code all in one application. GitLab offers a range of features and tools to support the entire software development lifecycle, from project planning and source code management to continuous integration, delivery, and deployment.
Source: www.wearedevelopers.com
The Best Alternatives to Jenkins for Developers
CI/CD GitLab, as a complete DevOps platform, provides an integrated CI/CD solution along with its other features. If your team is already using GitLab for controlling versions and managing projects, the addition of GitLab CI/CD can be very smooth. The offering in CI/CD by GitLab is quite customizable and it backs up many programming languages as well as application test...
Source: morninglif.com
Top 7 GitHub Alternatives You Should Know (2024)
Most of the listed alternatives offer free tier plans for individuals or small teams. Tools like GitLab and Bitbucket allow users to host unlimited repositories without cost.
Source: snappify.com
Best GitHub Alternatives for Developers in 2023
While GitLab features an extensive set of capabilities, this can also serve as a weakness since beginners may find the developer tool overwhelming to begin with. The user interface compounds this issue by being outdated and unintuitive. GitLab could benefit from more third-party integrations, and its performance tends to struggle when dealing with large repositories or CI/CD...
Source: www.techrepublic.com

Social recommendations and mentions

Based on our record, GitLab seems to be more popular. It has been mentiond 135 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Jira Service Desk mentions (0)

We have not tracked any mentions of Jira Service Desk yet. Tracking of Jira Service Desk recommendations started around Mar 2021.

GitLab mentions (135)

  • Cross-Compiling Haskell under NixOS with Docker
    I attended the AWS Summit 2025 in Singapore. I enjoyed the event. There were booths from various companies which I found interesting, such as GitLab and ClickHouse. More importantly, I got to meet very interesting people. - Source: dev.to / about 1 hour ago
  • GitLab: templates for Merge Requests
    GitLab is a well-established tool that hardly needs any introduction. This article is more like some notes to my future self. - Source: dev.to / 2 days ago
  • India Open Source Development: Harnessing Collaborative Innovation for Global Impact
    Indian developers have embraced platforms like GitHub and GitLab, which serve as global meeting points for coding projects. Developer communities such as FOSSAsia and Open Source India regularly organize hackathons, webinars, and code sprints that bring together enthusiasts to tackle both local and global problems. - Source: dev.to / 25 days ago
  • Open Source Funding: Strategies, Case Studies, and Best Practices
    In this article, we explore funding methods that empower projects such as Red Hat, GitLab, and Blender. Our discussion focuses on overlaying robust financial models with community-led efforts while incorporating advanced technologies like blockchain and smart contracts for secure, transparent fund distribution. With clear definitions, tables, bullet lists, and real-world examples, we aim to provide a holistic view... - Source: dev.to / about 2 months ago
  • The Hidden Challenges of Building with AWS
    💡** My Take:** If you’re not ready to spend hours debugging AWS configurations, you might want to consider other cloud options, such as DigitalOcean or Gitlab for CI/CD. - Source: dev.to / 2 months ago
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What are some alternatives?

When comparing Jira Service Desk and GitLab, you can also consider the following products

Freshservice - Freshservice: the one-stop cloud solution for all your IT management needs.

GitHub - Originally founded as a project to simplify sharing code, GitHub has grown into an application used by over a million people to store over two million code repositories, making GitHub the largest code host in the world.

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

BitBucket - Bitbucket is a free code hosting site for Mercurial and Git. Manage your development with a hosted wiki, issue tracker and source code.

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Gitea - A painless self-hosted Git service

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