JIRA Service Management vs SysAid comparison

Atlassian and SysAid are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while SysAid is ranked #25. Atlassian holds a 6.4% mindshare in HDS, compared to SysAid’s 1.6% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,671 Views
4,083 Comparison Views

93% willing to recommend

SysAid

Read 10 SysAid reviews

1,224 Views
894 Comparison Views

90% willing to recommend

JIRA Service Management

SysAid

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and SysAid compete in the IT Service Management category. JIRA Service Management appears to have the upper hand in workflow flexibility and integration potential, while SysAid stands out with its asset management and user-friendly self-service features.

Features: JIRA Service Management offers extensive customization options, including dashboards and flexible workflows. It provides efficient task management across organizational layers and integrates well with other Atlassian tools like Confluence. SysAid provides comprehensive asset management capabilities and a self-service portal that enhances transparency and streamlines support processes. Its built-in reporting features and automated workflows also contribute to improved efficiency.

Room for Improvement: JIRA Service Management could enhance project management features and offer more user-friendly customization options without the need for add-ons. It lacks certain direct integrations with external tools. SysAid's automation capabilities and mobile features could be improved, and its graphical reporting features need strengthening for better knowledge base analysis.

Ease of Deployment and Customer Service: JIRA Service Management offers deployment flexibility with cloud-based and on-premises options, though direct support can be delayed due to time zone differences. SysAid offers similar deployment flexibility but excels in customer service, providing responsive support through local partners for direct contact and timely assistance.

Pricing and ROI: JIRA Service Management has a reasonable starting price per user but can become costly as it scales, particularly with add-ons. It delivers high ROI by improving communication across departments. SysAid offers a competitive pricing model with lower initial and operational costs, providing good value out-of-the-box, making it favorable for budget-conscious businesses.

To learn more, read our detailed JIRA Service Management vs. SysAid Report (Updated: January 2026).

Buyer's Guide

JIRA Service Management vs. SysAid

January 2026

Download the complete report

Helped 882,160 peers since 2012

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

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

25th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.4%, down from 10.4% compared to the previous year. The mindshare of SysAid is 1.6%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
JIRA Service Management	6.4%
SysAid	1.6%
Other	92.0%

Help Desk Software

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

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.

Read full review

Quotes from Members

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

Pros

"This is a flexible tool for logging and tracking issues efficiently."

"The initial setup is pretty easy."

"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."

"It makes the IT department more transparent and helps the employees."

"The most valuable features are the management tools."

"JIRA helps integrate Kanban Board features and for this reason what it does it does well."

"It's easy to set up the solution."

"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."

More JIRA Service Management pros

"I would say the overall flexibility of the product is its most valuable feature."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"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."

"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 solution can scale."

"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."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"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."

More SysAid pros

Cons

"I'd like to update the dashboard so that more features are available."

"Jira Service Management should be more user-friendly."

"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"The product does not allow customization of reports."

"There is no notification regarding language upgrades."

"An AI feature that enables automation and alerts for users can be an improvement."

"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

More JIRA Service Management cons

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"We would like them to approve the security functionalities, e.g., management security features."

"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."

"There is a learning curve for the users."

"Currently, SysAid does not have a mobile application."

"SysAid has fewer AI features compared to other tools."

"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."

"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."

More SysAid cons

Pricing and Cost Advice

"The cost has recently increased. It might be around $20 to $25 per user license."

"It is a cheaply priced product."

"The pricing is very competitive and I think that it is okay."

"The price of JIRA Service Management could be reduced."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"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."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

More JIRA Service Management pricing and cost advice

"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."

"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."

"The pricing of SysAid is less than its competitors."

"We saw our investment back at the end of year one."

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Computer Software Company

15%

Comms Service Provider

11%

Financial Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

See all answers

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Comparisons

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Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

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ServiceNow vs SysAid

Compared 22% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 15% of the time

HaloITSM vs SysAid

Compared 13% of the time

Teamwork vs SysAid

Compared 6% of the time

Ivanti Neurons for ITSM vs SysAid

Compared 3% of the time

More SysAid Competitors

Product Reports

Buyer's Guide

JIRA Service Management

February 2026

Download JIRA Service Management product report

Buyer's Guide

SysAid

January 2026

Download SysAid product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

SysAid

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

Buyer's Guide

JIRA Service Management vs. SysAid

January 2026

Free Report: JIRA Service Management vs. SysAid

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