We performed a comparison between JIRA Service Management and Kaseya Vorex based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The initial setup is straightforward."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The platform's most valuable feature is the ability to produce daily summary reports."
"The interface could always be updated and improved."
"The pricing could be better."
"Currently lacks an asset management module that can affect deployment."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Kaseya Vorex's customization features could be better."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Kaseya Vorex is ranked 29th in Help Desk Software with 1 review. JIRA Service Management is rated 8.2, while Kaseya Vorex is rated 6.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Kaseya Vorex writes "Generates comprehensive system status updates for trend analysis, but the customization features need enhancement". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas Kaseya Vorex is most compared with .
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