Every category where a model named Jira Service Management for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
HR help desk and case management	Onboarding and employee experience	2%	9 of 93	19%	16	accepted challenger

Movement

This is the first edition on this tier, so no move can be computed for Jira Service Management yet. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

How each model treated Jira Service Management across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	0	0	0	0
GPT-5.4 mini	0	0	0	0	0
Gemini 3.5 Flash	1	2	0	1	4
Perplexity Sonar	0	1	0	0	1
Grok 4.1 Fast	0	1	2	0	3
Mistral Small	0	0	0	0	0
DeepSeek V4 Flash	0	1	1	0	2
Llama 4 Maverick	0	0	0	0	0
Qwen 3.7 Flash	0	1	1	1	3
Kimi K2	0	0	0	0	0
GLM 4.7 FlashX	0	1	1	1	3
MiniMax M2.5	0	0	0	0	0

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct8 labelsNone

Paraphrase4 labels1

Comparative1 labelNone

Budget-constrained11 labels3

Scale-constrained7 labelsNone

Negative3 labelsNone

First choiceAlternativeMentionNegative34 labels in all, every segment counted; 4 of the 4 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“want a polished, highly customizable ticketing experience for free, go with Jira Service Management” Gemini 3.5 Flash · HR help desk · budget prompt · first choice

“If you're already an Atlassian shop: Jira Service Management gives clean workflows and handoffs at a low cost.” DeepSeek V4 Flash · HR help desk · paraphrase prompt · alternative

“Consider Jira SM if you have fewer than 10 HR staff and want to integrate with existing dev/IT tools.” Qwen 3.7 Flash · HR help desk · budget prompt · alternative

“Jira Service Management free for up to three agents are also budget-friendly options” Perplexity Sonar · HR help desk · budget prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“The Culprit: Using standard IT ticketing platforms (like basic configurations of Jira Service Management, ServiceNow ITSM, or legacy IT help desks) to handle human resources.” Gemini 3.5 Flash · HR help desk · negative prompt · hard negative

“Many organizations try to use their IT ticketing system (like Zendesk or Jira Service Management) to handle HR tickets. Why to avoid” Qwen 3.7 Flash · HR help desk · negative prompt · hard negative

“Generic IT ticketing systems (e.g., Jira Service Management, Zendesk, Freshservice) Why to avoid or use with caution:” GLM 4.7 FlashX · HR help desk · negative prompt · hard negative

Named alongside

The products named in the same answers as Jira Service Management, over the 34 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Jira Service Management was named but was not.

ProductSame answerTook the first choice insteadHead to head

Zendesk23 of 343Not in the top three

Freshservice20 of 343Not in the top three

ServiceNow HR Service Delivery11 of 346Not in the top three

Zoho Desk11 of 345Not in the top three

ServiceNow11 of 343Not in the top three

Freshdesk9 of 341Not in the top three

Workday Help8 of 341Not in the top three

Hiver7 of 341Not in the top three

BambooHR5 of 341Not in the top three

Spiceworks5 of 341Not in the top three

A head-to-head page exists where both products are in a category's top three. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Jira Service Management. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 23 of the 34 answers that named Jira Service Management and are not a share of its labels.

Domains cited

featurebase.app17

peoplemanagingpeople.com15

zendesk.com14

gitnux.org12

eesel.ai11

worldmetrics.org11

g2.com9

lupahire.com9

monday.com9

siit.io9

116 of the 116 domain citations in answers naming Jira Service Management came from somebody else's page.

Pages cited

featurebase.app/blog/hr-help-desk-ticketing-system12

zendesk.com/employee-service/hr-help-desk-software12

peoplemanagingpeople.com/tools/best-hr-ticketing-system11

worldmetrics.org/best/hr-help-desk-software10

lupahire.com/blog/best-hr-ticketing-systems9

siit.io/blog/best-hr-ticketing-systems9

firsthr.app/compare/core-hr/hr-ticketing-system8

eesel.ai/blog/hr-helpdesk7

Pages are listed as the models cited them.

Names read as Jira Service Management

What the judge wrote, as written, with how often. The vendor table decides that these count as Jira Service Management; a claim can dispute any of them.

Jira Service Management (JSM) 2Jira Service Management (JSM) for HR 1Zendesk / Jira Service Management 1

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Jira Service Management's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Jira Service Management, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at atlassian.com is approved on the spot, any other address is reviewed by hand.

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