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."The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Auditing team uses this solution to track audit findings and follow-up."
"The customer portal with connection with our knowledge base has been most valuable."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"It makes the IT department more transparent and helps the employees."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Its integration is most valuable. It is pretty open for integration."
"The initial setup is pretty easy."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Cost has prohibited us from switching entirely to this solution."
"The pricing could be better."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"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 42nd 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 .
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.