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JIRA Service Management vs Kayako 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)
Kayako
Ranking in Help Desk Software
45th
Average Rating
8.0
Reviews Sentiment
5.4
Number of Reviews
1
Ranking in other categories
Shared Inbox (11th)
 

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 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

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…
reviewer1712472 - PeerSpot reviewer
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

"Easily integrates with other tools."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Using JIRA simplifies tracking issues and updates."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"Useful for tracking issues with development."
"The most valuable feature of this solution is that it is user-friendly."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
 

Cons

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"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."
"This solution lacks features for project management."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JIRA Service could benefit from improvements to its voice support."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The reporting function of this solution, particularly the filters in the portal, 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."
"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

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"It is a cheaply priced product."
"It costs around $150 to $200 per user."
"The price of JIRA Service Management could be reduced."
"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."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"Kayako is a highly affordable solution."
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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

 

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
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: February 2025.
837,501 professionals have used our research since 2012.