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."Provides excellent management features."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Allows customized processes for our service contracts."
"Its integration is most valuable. It is pretty open for integration."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"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."
"Generally requires the purchase of additional plugins."
"SaaS version for large organizations (more than 2000 users) is not available."
"There should be better connections with access management. They should improve the connectivity."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"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."
"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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