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."Developing processes is easy and user-friendly."
"It makes the IT department more transparent and helps the employees."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"JIRA Service Management is a very user-friendly solution."
"The most valuable feature of this solution is that it is user-friendly."
"The product is not lacking anything that a QA will want to use."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The initial setup is straightforward."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"The initial setup is very complex."
"I would like to see improvement in the ability to filter completed tasks."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"The solution needs to be integrated better with Office X5."
"JSM's ability to handle large volumes of emails isn't great."
"Generally requires the purchase of additional plugins."
"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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