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."JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The platform is easy to use."
"Easy to use and user-friendly."
"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."
"Auditing team uses this solution to track audit findings and follow-up."
"Transparency of the system helps both internal and external persons involved."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"I think one of the most valuable things is that it's all integrated."
"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The initial setup is very complex."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Lacks an interface where the customer can report issues."
"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 44th 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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Kayako is most compared with .
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