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JIRA Service Management vs Kaseya Vorex comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (2nd)
Kaseya Vorex
Ranking in Help Desk Software
46th
Average Rating
0.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.1%, down from 12.1% 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

Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…
VP
Feb 9, 2024
Generates comprehensive system status updates for trend analysis, but the customization features need enhancement
The platform's most valuable feature is the ability to produce daily summary reports. We can check open and closed tickets. It helps us communicate with the concerned person and address those as early as possible Kaseya Vorex's customization features could be better. They could provide training…

Quotes from Members

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

Pros

"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The stability of JIRA Service Management is good."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"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."
"JSM's best feature is the integration with other Jira products."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"There is no notification regarding language upgrades."
"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."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"Lacks an interface where the customer can report issues."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"​SaaS version for large organizations (more than 2000 users) is not available."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"It is a cheaply priced product."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"The pricing is free for us because we are an associate partner for the product."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
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 JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
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
 

Learn More

 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: October 2024.
814,649 professionals have used our research since 2012.