We performed a comparison between JIRA Service Management and Kayako based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The customer portal allows users to register tickets themselves."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"It's easy to set up the solution."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"JIRA Service Management is a very user-friendly solution."
"A good organizational tool."
"The automations will really help the company by delegating work the way your company operates."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"JIRA Service could benefit from improvements to its voice support."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"I'd like to update the dashboard so that more features are available."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"I think the performance can be better."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
Earn 20 points
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Kayako is ranked 43rd in Help Desk Software. JIRA Service Management is rated 8.2, while Kayako is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas Kayako is most compared with .
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