We performed a comparison between JIRA Service Management and Kayako based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Great to be able to create customized forms."
"Easily integrates with other tools."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"I would like to see improvement in the ability to filter completed tasks."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"I'd like to update the dashboard so that more features are available."
"The solution needs to be integrated better with Office X5."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Kayako is ranked 43rd in Help Desk Software. JIRA Service Management is rated 8.2, while Kayako is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas Kayako is most compared with .
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