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."It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The initial setup is straightforward."
"The most valuable features of this solution are Incident and Request Management."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Reporting and easy export to Excel spreadsheets."
"The dashboards in Jira have been the most useful feature."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"Generally requires the purchase of additional plugins."
"Currently lacks an asset management module that can affect deployment."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"Jira Service Management should be more user-friendly."
"There is room for improvement in support."
"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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Kayako is most compared with .
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