Try our new research platform with insights from 80,000+ expert users

JIRA Service Management vs Kayako 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)
Kayako
Ranking in Help Desk Software
41st
Average Rating
8.0
Number of Reviews
1
Ranking in other categories
Shared Inbox (11th)
 

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 Kayako is 0.2%, up from 0.2% 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…
DM
Feb 18, 2022
Flexible, straightforward implementation, and helpful support
We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight 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

"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."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"We get software developed faster."
"The platform is easy to use."
"The tool's stability is very good."
"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."
"Easily integrates with other tools."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
 

Cons

"In-built chat is missing in JIRA Service Management."
"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."
"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."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"There is no notification regarding language upgrades."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"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."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
 

Pricing and Cost Advice

"We need a license because we have a higher number than the free part."
"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."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"The pricing is very competitive and I think that it is okay."
"Kayako is a highly affordable solution."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

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.
Ask a question
Earn 20 points
 

Also Known As

JIRA Service Desk
No data available
 

Learn More

Video not available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University
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.