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 Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The customer portal allows users to register tickets themselves."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Great to be able to create customized forms."
"The most valuable features are the management tools."
"The dashboards are nicely laid out."
"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."
"The most valuable feature of this solution is that it is user-friendly."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"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."
"The product has the best features for ITSM."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"The deployment can be a bit complex, especially for those who are not technical."
"I don't think the program is very scalable."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The interface could always be updated and improved."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"There could be flexibility in terms of customization."
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JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software 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, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our JIRA Service Management vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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