We performed a comparison between JIRA Service Management and SymphonyAI IT Service Management 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 customer portal allows users to register tickets themselves."
"I think one of the most valuable things is that it's all integrated."
"The dashboards are nicely laid out."
"The most valuable features are the management tools."
"The product is not lacking anything that a QA will want to use."
"Reporting and easy export to Excel spreadsheets."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"It makes the IT department more transparent and helps the employees."
"The product has the best features for ITSM."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"This solution lacks features for project management."
"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."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"I would like them to add software inventory in the next release. We don't have that right now."
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JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. JIRA Service Management is rated 8.2, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our JIRA Service Management vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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