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JIRA Service Management vs SysAid comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
83
Ranking in other categories
No ranking in other categories
SysAid
Ranking in Help Desk Software
19th
Ranking in IT Service Management (ITSM)
17th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of January 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
Todd Blake - PeerSpot reviewer
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Quotes from Members

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

Pros

"Using JIRA simplifies tracking issues and updates."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Useful for tracking issues with development."
"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."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The initial setup is straightforward."
"Its integration is most valuable. It is pretty open for integration."
"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."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"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."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"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."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"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."
 

Cons

"In-built chat is missing in JIRA Service Management."
"There is room for improvement in support."
"Currently lacks an asset management module that can affect deployment."
"Integration could be improved."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The solution should be more formalized. It could be more user-friendly."
"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."
"The initial setup is very complex."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"Currently, SysAid does not have a mobile application."
"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."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
 

Pricing and Cost Advice

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"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."
"The price of JIRA Service Management could be reduced."
"It is a cheaply priced product."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The cost has recently increased. It might be around $20 to $25 per user license."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"We saw our investment back at the end of year one."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"SysAid is a good solution, especially from a pricing perspective."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
"The pricing of SysAid is less than its competitors."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Computer Software Company
16%
Financial Services Firm
11%
University
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
While JIRA Service Management saves time, direct cost savings are challenging due to licensing fees. Currently, it costs around $150 to $200 per user, a significant expense, especially given the la...
What do you like most about SysAid?
SysAid is more user-friendly, and its configuration is easier than other tools.
What is your experience regarding pricing and costs for SysAid?
Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.
What needs improvement with SysAid?
With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
 

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
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Find out what your peers are saying about JIRA Service Management vs. SysAid and other solutions. Updated: January 2025.
830,455 professionals have used our research since 2012.