Smartsheet vs Jira Service Management

by Gralio Apr 17, 2025

Smartsheet offers a broader set of work management features, while Jira Service Management focuses on IT service management. Smartsheet is a good choice for project-driven teams seeking automation and collaboration. Jira Service Management is best suited for IT help desks needing ticketing and incident management within the Jira ecosystem.

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Logo of Smartsheet
Logo of Jira Service Management

About

Smartsheet is a work management platform used by companies to manage projects, automate tasks, and track progress. Its spreadsheet-like interface makes it easy to plan, schedule, and delegate work, while dashboards and reports provide real-time visibility into project status and team performance. Smartsheet also offers automation features, allowing you to streamline repetitive processes and improve efficiency. It integrates with popular business apps and prioritizes data security, making it a trusted choice for businesses of all sizes.
Jira Service Management, formerly Jira Service Desk, helps IT teams manage requests and incidents quickly. Built on the familiar Jira platform, it simplifies IT processes, enabling your teams to collaborate easily and deliver excellent customer and employee support.

Summary

Main difference
Smartsheet offers a broader range of project management and workflow automation features, including timesheet creation and detailed progress tracking, making it suitable for various teams beyond IT. Jira Service Management, built on the Jira platform, excels in IT service management with features like ticket tracking, a self-service portal, and strong integration with other Jira products, catering specifically to IT teams and help desks.

Relative strengths of Smartsheet (compared to Jira Service Management)

  • Wider applicability across different teams and projects.

  • Stronger workflow automation and customization capabilities.

  • Integrates with Salesforce for enhanced sales and marketing workflows.

Relative weaknesses of Smartsheet (compared to Jira Service Management)

  • Limited row capacity in spreadsheets can hinder large projects.

  • Some users experience latency issues, especially with larger datasets.

  • Can be more expensive than Jira Service Management for smaller IT-focused teams.

Who should use Smartsheet VS. Jira Service Management

Smartsheet is a versatile work management platform ideal for businesses of all sizes looking to streamline projects, automate tasks, and gain real-time visibility into progress. Users praise its intuitive interface and robust collaboration features, finding it comparable to Excel. However, some have noted limitations with row capacity and occasional latency issues. Despite these drawbacks, Smartsheet remains a popular choice for enhancing team productivity and project management.

Jira Service Management is a robust IT service management solution built on the Jira platform. Users praise its seamless integration with other Jira products, customizable workflows, and powerful reporting. However, some find the pricing misleading and the learning curve steep. Consider Jira Service Management if your IT team needs a powerful, customizable solution and you're already using Jira.

  • Best for small, medium, and large businesses seeking enhanced work management.

  • Suitable for most industries needing project management, automation, and progress tracking.

  • Ideal for small to large businesses (1-1000+ employees).

  • Best fit for software, IT, and telecommunications companies.

Smartsheet and Jira Service Management features

Supported
Partially supported
Not supported
Type in the name of the feature or in your own words tell us what you need

  • Automated workflows
    Supported

    Smartsheet supports automated workflows, which can be customized for onboarding processes.

    Supported

    Jira Service Management offers a no-code automation engine to automate onboarding workflows.

  • Salesforce integration
    Supported

    Smartsheet integrates with Salesforce, enabling bidirectional data sync and automation.

    Supported

    Jira Service Management integrates with Salesforce Service Cloud, enabling bidirectional data synchronization.

  • File sharing
    Supported

    Smartsheet allows users to upload and share files in a variety of ways, including direct links, publishing, and email attachments.

    Supported

    File sharing is supported via attachments on issues.

  • Timesheet creation
    Supported

    Smartsheet allows for timesheet creation and work hour tracking through features like automated time calculations, various tracking methods, and customizable templates.

    Partially supported

    Timesheet creation is supported via third-party integrations.

  • Time Tracking
    Partially supported

    Smartsheet can be integrated with time tracking software but does not have this functionality natively. It offers a Resource Management add-on with time tracking, but this requires a separate license.

    Supported

    Jira Service Management supports time tracking for tasks and projects.

  • Workflow automation
    Supported

    Smartsheet offers robust workflow automation capabilities to automate routine tasks, supporting triggers, conditions, actions, and multi-step automations for streamlined processes.

    Supported

    Jira Service Management offers "no-code" automation to streamline workflows and automate routine tasks.

Qualities

  • Value and Pricing Transparency
    -0.56
    Rather negative sentiment
    No data
  • Customer Service
    +0.01
    Neutral sentiment
    +0.33
    Rather positive sentiment
  • Ease of Use
    +0.74
    Strongly positive sentiment
    +0.38
    Rather positive sentiment
  • Reliability and Performance
    +0.51
    Rather positive sentiment
    +0.33
    Rather positive sentiment
  • Ease of Implementation
    -0.09
    Neutral sentiment
    -0.33
    Rather negative sentiment
  • Scalability
    +0.23
    Neutral sentiment
    +0.43
    Rather positive sentiment

Smartsheet and Jira Service Management Pricing

Smartsheet offers a variety of add-on features to enhance the platform's functionality. These add-ons cater to specific business needs, such as managing multi-step processes with Dynamic View, centralizing data with Data Shuttle, and ensuring project consistency with Control Center.
Plans

User sentiment

Rather negative
-0.56

See full Pricing page

No data

User sentiment

Strongly negative
-1
We couldn't find a pricing page for Jira Service Management.

Smartsheet and Jira Service Management review insights

6392 reviews analysed from and

Users love

  • Intuitive interface: Easy-to-use, even for those unfamiliar with project management tools. Many compare it favorably to Excel.
  • Collaboration features: Real-time collaboration capabilities, allowing multiple users to work on sheets simultaneously.
  • Automation features: Streamlines repetitive tasks with alerts, reminders, and automated workflows.
  • Customizable dashboards: Easily create visually appealing dashboards to track project progress and KPIs.
  • Seamless integration with other Jira products
  • Highly customizable workflows for internal teams
  • Robust reporting features and analytics
  • The workflow designer is praised for its flexibility

Users dislike

  • Limited row capacity: Maximum capacity of 20k rows is often too small, requiring backups.
  • Some standard Excel functions are not available or require workarounds.
  • Latency issues: Users have reported slow loading times and latency, especially with larger sheets.
  • Sharing with unlicensed users can be confusing, leading to unnecessary license requests.
  • False "free" claims: Many users feel the "free" service is a misleading bait-and-switch
  • Steep learning curve and can be complex for new users
  • Limited customization options for the customer portal
  • Mobile app is underwhelming with limited functionality

Smartsheet and Jira Service Management Ratings

  • G2
    4.4/5
    (2570)
  • Capterra
    4.5/5
    (2425)
  • Glassdoor
    4.0/5
    (982)
  • G2
    4.2/5
    (754)
  • Capterra
    4.5/5
    (643)
  • Glassdoor
    3.9/5
    (2788)

Company health

Employee growth

4% increase in the last year
No data

Web traffic

13% increase in the last quarter
No data

Financing

April 2024 - $3B
No data

How do Smartsheet's automation features compare to Jira Service Management's for non-IT tasks?

Smartsheet offers more robust automation capabilities for non-IT tasks compared to Jira Service Management. While Jira Service Management excels in IT-related automation like ticket management and workflows, Smartsheet provides a broader range of automation features applicable to various departments, including automated workflows, triggers based on changes in data, and integrations with other business apps like Salesforce. This makes Smartsheet more suitable for automating processes such as marketing campaigns, project management tasks, or sales operations.

Which product offers better integration with existing business intelligence tools?

Smartsheet offers better integration with existing business intelligence (BI) tools due to its integration with Salesforce and its robust reporting and dashboard features. While Jira Service Management offers integrations with other Atlassian products and some third-party apps, it's primarily focused on IT service management and doesn't provide the same breadth of BI integrations as Smartsheet. Smartsheet's ability to connect with Salesforce, a major CRM and data source for many businesses, combined with its built-in reporting capabilities, makes it a stronger choice for organizations looking to leverage their existing BI infrastructure.

What are the advantages of Smartsheet?

Smartsheet offers broader cross-industry applicability compared to Jira Service Management's IT focus. Smartsheet's strength lies in its intuitive spreadsheet-like interface, real-time collaboration features, and customizable dashboards, making it easier to adopt and use for various teams and projects. Furthermore, Smartsheet's automation capabilities extend beyond IT processes, streamlining tasks and workflows across different departments.

What are the disadvantages of Smartsheet?

Smartsheet's disadvantages include limited row capacity, which can necessitate backups for larger projects. Some users find it lacks certain standard Excel functions, or requires workarounds. Performance issues such as slow loading times and latency have also been reported, particularly with larger sheets. Finally, sharing with unlicensed users can be cumbersome and lead to confusion regarding licensing requirements.

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Page co-authored by
MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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