We performed a comparison between JIRA Service Management and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The customer portal allows users to register tickets themselves."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"It's easy to set up the solution."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"This is a flexible tool for logging and tracking issues efficiently."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable features of this solution are Incident and Request Management."
"The product has the best features for ITSM."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Lacks an interface where the customer can report issues."
"The interface could always be updated and improved."
"They need to work on the speed of Jira."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while SymphonyAI IT Service Management is ranked 21st in IT Service Management (ITSM) with 5 reviews. JIRA Service Management is rated 8.2, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, IBM SmartCloud Control Desk and Microsoft Configuration Manager. See our JIRA Service Management vs. SymphonyAI IT Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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