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."In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Allows customized processes for our service contracts."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The customer portal allows users to register tickets themselves."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"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."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"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."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"The interface could always be updated and improved."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"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 45th 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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Kayako is most compared with .
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