Compare JIRA Service Desk vs. SysAid

JIRA Service Desk is ranked 4th in Help Desk Software with 5 reviews while SysAid which is ranked 11th in Help Desk Software with 1 review. JIRA Service Desk is rated 8.0, while SysAid is rated 8.0. The top reviewer of JIRA Service Desk writes "Helps shape our project management workflow but customization is difficult ". On the other hand, the top reviewer of SysAid writes "An ITIL-based service management system with powerful customisation features". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Freshdesk, whereas SysAid is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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JIRA Service Desk Logo
14,139 views|6,302 comparisons
SysAid Logo
1,958 views|675 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: June 2019.
352,760 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
JIRA helps integrate Kanban Board features and for this reason what it does it does well.This is a flexible tool for logging and tracking issues efficiently.The most valuable feature of this solution is that it is user-friendly.The automations will really help the company by delegating work the way your company operates.It makes the IT department more transparent and helps the employees.JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening.Transparency of the system helps both internal and external persons involved.​Allows customized processes for our service contracts.

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The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.

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Cons
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.It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)This solution lacks features for project management.In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems.​SaaS version for large organizations (more than 2000 users) is not available.Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS.

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There is a learning curve for the users.

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Pricing and Cost Advice
Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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The pricing of SysAid is less than its competitors.

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352,760 professionals have used our research since 2012.
Ranking
4th
out of 44 in Help Desk Software
Views
14,139
Comparisons
6,302
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
11th
out of 44 in Help Desk Software
Views
1,958
Comparisons
675
Reviews
1
Average Words per Review
640
Avg. Rating
9.0
Top Comparisons
Compared 29% of the time.
Compared 7% of the time.
Compared 28% of the time.
Compared 13% of the time.
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Atlassian
SysAid
Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view.Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
Offer
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Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaLAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: June 2019.
352,760 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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