We performed a comparison between JIRA Service Management and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"I think one of the most valuable things is that it's all integrated."
"JIRA Service Management is a very user-friendly solution."
"The initial setup is pretty easy."
"It's easy to set up the solution."
"The product is not lacking anything that a QA will want to use."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"The simplicity of the solution is excellent."
"JIRA Service Management could include more AI features."
"There should be better connections with access management. They should improve the connectivity."
"The pricing could be better."
"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."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Jira Service Management should be more user-friendly."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"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."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"Currently, SysAid does not have a mobile application."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. JIRA Service Management is rated 8.2, while SysAid is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SysAid is most compared with ServiceNow and Spiceworks. See our JIRA Service Management vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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