JIRA Service Desk vs. SysAid

As of March 2019, JIRA Service Desk is ranked 7th in Help Desk Software with 2 reviews vs SysAid which is ranked 19th in Help Desk Software with 1 review. The top reviewer of JIRA Service Desk writes "Transparency of the system helps both internal and external persons involved". The top reviewer of SysAid writes "It improved our average response time to our customers, and I can customize according to my needs". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Zendesk. SysAid is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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JIRA Service Desk Logo
12,478 views|6,291 comparisons
SysAid Logo
1,785 views|674 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow, BMC, CA Technologies and others in Help Desk Software. Updated: March 2019.
325,421 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
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.Reporting and easy export to Excel spreadsheets.

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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
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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Ranking
7th
out of 43 in Help Desk Software
Views
12,478
Comparisons
6,291
Reviews
2
Followers
740
Avg. Rating
10.0
19th
out of 43 in Help Desk Software
Views
1,785
Comparisons
674
Reviews
1
Followers
197
Avg. Rating
8.0
Top Comparisons
Compared 26% of the time.
Compared 7% of the time.
Compared 25% of the time.
Compared 18% 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
Learn more about JIRA Service Desk
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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, BMC, CA Technologies and others in Help Desk Software. Updated: March 2019.
325,421 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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