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JIRA Service Management vs SysAid comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
SysAid
Ranking in Help Desk Software
21st
Ranking in IT Service Management (ITSM)
20th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 8.7%, down from 12.2% compared to the previous year. The mindshare of SysAid is 0.8%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Todd Blake - PeerSpot reviewer
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Quotes from Members

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

Pros

"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"This is a flexible tool for logging and tracking issues efficiently."
"Reporting and easy export to Excel spreadsheets."
"The visibility features are great."
"The tool's stability is very good."
"The flow of the reports is good."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"Easy to use and user-friendly."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The solution can scale."
"I would say the overall flexibility of the product is its most valuable feature."
"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."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The simplicity of the solution is excellent."
 

Cons

"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"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."
"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."
"There is room for improvement in the user interface and the queues."
"The deployment can be a bit complex, especially for those who are not technical."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"The product does not allow customization of reports."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"SysAid has fewer AI features compared to other tools."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Currently, SysAid does not have a mobile application."
"We would like them to approve the security functionalities, e.g., management security features."
"There is a learning curve for the users."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
 

Pricing and Cost Advice

"We need a license because we have a higher number than the free part."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The pricing is free for us because we are an associate partner for the product."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"We saw our investment back at the end of year one."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"SysAid is a good solution, especially from a pricing perspective."
"The pricing of SysAid is less than its competitors."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
Computer Software Company
15%
Financial Services Firm
14%
Comms Service Provider
6%
Wholesaler/Distributor
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SysAid?
SysAid is more user-friendly, and its configuration is easier than other tools.
What needs improvement with SysAid?
With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
What advice do you have for others considering SysAid?
Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their su...
 

Also Known As

JIRA Service Desk
No data available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Find out what your peers are saying about JIRA Service Management vs. SysAid and other solutions. Updated: July 2025.
861,170 professionals have used our research since 2012.