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Jira Service Desk

Decision Kit

Decision Kit

Jira Service Desk is software built for both internal and external support. Employees and customers can submit help requests to support teams through a customer portal, via email, or through an embedded widget on your site. Support agents can then work on these requests, tracked as issues in a queue.

Feature Comparison
FEATURES

Issue Board Types

Issue boards/dashboards reflect an organizations flow for processing work items. These boards can reflect individualized workflow or follow established patterns. Issue board types with established patterns (such as Scrum and Kanban) can make setup of new boards easier.

See issue for details

Time Tracking

Time Tracking in GitLab lets your team add estimates and record time spent on issues and merge requests.

Learn more about Time Tracking

Advanced Time Tracking

Able to capture individual time reporting for specific assigned tasks and then to allocate labor costs to the appropriate project. Specific features would include: estimate, actual, cost, reporting.

Roadmaps

Visualize multiple epics and milestones across time in a roadmap view.

Learn more about Roadmaps

Portfolio-level Roadmaps

Establish product vision and strategy, gain progress insights, organize, govern and shape the effort of multi-disciplinary teams with portfolio-level roadmaps.

Learn more about Roadmaps

DevOps Pipeline

Able to establish visibility into the end to end DevOps pipeline so the entire team is aware of pipeline status and can contribute to overall success.

Requirements Management

Gather, document, refine, and track approval of business and system requirements. Define traceability between requirements and other requirements, code, or test cases.

See direction page for details

Satisfy Requirements from CI/CD pipelines

This powerful feature uses the GitLab single-application model to allow testing run in the CI/CD pipelines to satisfy your requirements. This automates the cumbersome task of identifying satisfied requirements, and enables your organization to focus on delivering value.

See direction page for details

Import & Export Requirements

To better collaborate with external groups and organizations, requirements can be imported and exported in CSV format. This allows teams to use a single interface for development and testing against requirements.

See direction page for details

Quality Management

Define and plan test cases, maintain test execution results and create a backlog of work from failed tests.

See direction page for details

Create test cases from within GitLab

Create and view test cases from within GitLab. This allows for seamless collaboration between contributors.

See direction page for details

Service Desk

Allow external users to create issues in your GitLab instance without an account and without access to anything except their issue. Manage tickets from the GitLab interface.

Learn more about Service Desk

Portfolio Management

Plan and track work at the project and portfolio level. Manage capacity and resources together with Portfolio Management.

Learn more about Portfolio Management