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."We use JIRA Service Management for tracking purposes, planning, and execution."
"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."
"The stability of JIRA Service Management is good."
"Easily integrates with other tools."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Auditing team uses this solution to track audit findings and follow-up."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The solution needs to be integrated better with Office X5."
"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."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"The documentation needs improving, it's difficult to find specific procedures."
"Currently lacks an asset management module that can affect deployment."
"Integration could be improved."
"There should be better connections with access management. They should improve the connectivity."
"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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