We performed a comparison between JIRA Service Management and SysAid 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 most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The initial setup is pretty easy."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Transparency of the system helps both internal and external persons involved."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Easily integrates with other tools."
"The visibility features are great."
"The simplicity of the solution is excellent."
"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."
"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."
"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."
"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."
"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."
"JIRA Service could benefit from improvements to its voice support."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"I'd like to update the dashboard so that more features are available."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"Lacks an interface where the customer can report issues."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"SysAid has fewer AI features compared to other tools."
"Currently, SysAid does not have a mobile application."
"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."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"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."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. JIRA Service Management is rated 8.2, while SysAid is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas SysAid is most compared with ServiceNow and Spiceworks. See our JIRA Service Management vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
