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JIRA Service Management vs Kaseya Vorex comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
IT Service Management (ITSM) (2nd)
Kaseya Vorex
Ranking in Help Desk Software
48th
Average Rating
0.0
Reviews Sentiment
6.8
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.4%, down from 12.2% compared to the previous year. The mindshare of Kaseya Vorex is 0.1%, down from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
reviewer2338638 - PeerSpot reviewer
Generates comprehensive system status updates for trend analysis, but the customization features need enhancement
The adoption of Kaseya has significantly enhanced our IT service and delivery management compared to our previous reliance on Excel-based processes. The transition has provided us with essential reports on resource utilization. Additionally, the platform generates comprehensive status updates on open tickets and allows for trend analysis. The product does not provide automation features. We have to integrate third-party tools for automatic ticketing. Its reporting capabilities could be enhanced as well. I rate it a six out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It's easy to set up the solution."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The initial setup is pretty easy."
"It is 100% stable."
"It scales well."
"The most valuable features of this solution are Incident and Request Management."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"The support we received was not fully provided at that time."
"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."
"Integration could be improved."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The solution should be more formalized. It could be more user-friendly."
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"Licensing can become quite expensive."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"It is a cheaply priced product."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"We need a license because we have a higher number than the free part."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"The pricing is very competitive and I think that it is okay."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Kaseya Vorex?
The platform's most valuable feature is the ability to produce daily summary reports.
What needs improvement with Kaseya Vorex?
Kaseya Vorex's customization features could be better. They could provide training programs to predict the potential issues.
What advice do you have for others considering Kaseya Vorex?
The adoption of Kaseya has significantly enhanced our IT service and delivery management compared to our previous reliance on Excel-based processes. The transition has provided us with essential re...
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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