JIRA Service Management vs SysAid comparison

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JIRA Service Management

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Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and SysAid both compete in the service management category. JIRA appears to have an upper hand with its powerful integration capabilities, while SysAid is favored for its cost-effectiveness, especially for mid-size organizations.

Features: JIRA Service Management provides comprehensive customization capabilities, robust integration options, and an extensive add-on marketplace, supporting complex workflows and automation. SysAid offers built-in asset management, ease of use, smooth ticket management, and integration with other software applications, catering to diverse service desk needs.

Room for Improvement: JIRA Service Management faces challenges with certain integrations and lacks advanced built-in features without costly add-ons, alongside a complex customization process. SysAid's mobile application and AI capabilities require enhancements, and its user interface could benefit from modernization, along with improved reporting and security features.

Ease of Deployment and Customer Service: JIRA Service Management offers deployment on public, private, and hybrid clouds but has variable technical support responsiveness. SysAid supports on-premises and private cloud deployments with a straightforward deployment process, earning positive feedback for effective customer service, particularly in smaller IT environments.

Pricing and ROI: JIRA Service Management's higher pricing is justified by its comprehensive feature set but includes high add-on costs. It offers significant ROI through improved efficiency and team visibility. SysAid, known for competitive pricing, promises quick ROI with cost-effective, reasonable out-of-box functionalities.

To learn more, read our detailed JIRA Service Management vs. SysAid Report (Updated: February 2025).

JIRA Service Management vs. SysAid

February 2025

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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

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

19th

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 9.7%, down from 12.4% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Karim Yousef

GB, Development Practice - Technical Director at EJADA

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…

Read full review

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

"The centralized feature allows us to track test cases and integrate with automation and bug fixing."

"It helps with time management and team management of the new tasks."

"It scales well."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"I think one of the most valuable things is that it's all integrated."

"Great to be able to create customized forms."

"The most valuable feature of this solution is that it is user-friendly."

"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."

More JIRA Service Management pros

"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."

"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 simplicity of the solution is excellent."

"The solution can scale."

"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 solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

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

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

More SysAid pros

Cons

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

"Instability happens sometimes - although not frequently."

"The initial setup is very complex."

"They need to work on the speed of Jira."

"The product does not allow customization of reports."

"Field addition and removal features are not very intuitive in JIRA Service Management."

"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."

More JIRA Service Management cons

"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."

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

"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."

"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."

"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 price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"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."

"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."

"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."

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

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

More JIRA Service Management pricing and cost advice

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

"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."

"SysAid is a good solution, especially from a pricing perspective."

"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."

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

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

10%

Manufacturing Company

Government

Computer Software Company

14%

Financial Services Firm

12%

Retailer

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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 price is actually reasonable.

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.

ServiceNow vs JIRA Service Management

Comparisons

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IBM Maximo vs JIRA Service Management

Compared 6% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% of the time

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ServiceNow vs SysAid

Compared 35% of the time

Teamwork vs SysAid

Compared 33% of the time

More SysAid Competitors

Product Reports

Download JIRA Service Management product report

JIRA Service Management

March 2025

Download SysAid product report

March 2025

Also Known As

JIRA Service Desk

No data available

Overview

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

Atlassian

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

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