JIRA Service Management vs SysAid comparison

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90% willing to recommend

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

JIRA Service Management and SysAid both compete in the service management category. JIRA appears to have an upper hand with its powerful integration capabilities, while SysAid is favored for its cost-effectiveness, especially for mid-size organizations.

Features: JIRA Service Management provides comprehensive customization capabilities, robust integration options, and an extensive add-on marketplace, supporting complex workflows and automation. SysAid offers built-in asset management, ease of use, smooth ticket management, and integration with other software applications, catering to diverse service desk needs.

Room for Improvement: JIRA Service Management faces challenges with certain integrations and lacks advanced built-in features without costly add-ons, alongside a complex customization process. SysAid's mobile application and AI capabilities require enhancements, and its user interface could benefit from modernization, along with improved reporting and security features.

Ease of Deployment and Customer Service: JIRA Service Management offers deployment on public, private, and hybrid clouds but has variable technical support responsiveness. SysAid supports on-premises and private cloud deployments with a straightforward deployment process, earning positive feedback for effective customer service, particularly in smaller IT environments.

Pricing and ROI: JIRA Service Management's higher pricing is justified by its comprehensive feature set but includes high add-on costs. It offers significant ROI through improved efficiency and team visibility. SysAid, known for competitive pricing, promises quick ROI with cost-effective, reasonable out-of-box functionalities.

To learn more, read our detailed JIRA Service Management vs. SysAid Report (Updated: May 2025).

JIRA Service Management vs. SysAid

May 2025

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Helped 856,873 peers since 2012

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

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

21st

Ranking in IT Service Management (ITSM)

21st

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 9.0%, down from 12.3% compared to the previous year. The mindshare of SysAid is 0.8%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Karim Yousef

GB, Development Practice - Technical Director at EJADA

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…

Read full review

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

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.

Read full review

Quotes from Members

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

Pros

"The customer portal allows users to register tickets themselves."

"The initial setup is easy and straightforward."

"Easily integrates with other tools."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

"The most valuable feature of this solution is that it is user-friendly."

"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."

"Everyone knows how to use it, so there's no need to teach new members."

"JSM's best feature is the integration with other Jira products."

More JIRA Service Management pros

"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."

"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."

"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."

"I would say the overall flexibility of the product is its most valuable feature."

"The simplicity of the solution is excellent."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"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."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

More SysAid pros

Cons

"Integration could be improved."

"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

"I think the performance can be better."

"The interface could always be updated and improved."

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

More JIRA Service Management cons

"There is a learning curve for the users."

"Currently, SysAid does not have a mobile application."

"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."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"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."

"We would like them to approve the security functionalities, e.g., management security features."

More SysAid cons

Pricing and Cost Advice

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"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."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"The pricing is very competitive and I think that it is okay."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

More JIRA Service Management pricing and cost advice

"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."

"SysAid is a good solution, especially from a pricing perspective."

"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."

"We saw our investment back at the end of year one."

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Top Industries

By visitors reading reviews

Computer Software Company

19%

Financial Services Firm

11%

Manufacturing Company

Government

Computer Software Company

14%

Financial Services Firm

14%

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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...

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Product Reports

Download JIRA Service Management product report

JIRA Service Management

June 2025

Download SysAid product report

May 2025

Also Known As

JIRA Service Desk

No data available

Overview

JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

1. Accelerating the flow of work between IT teams, development teams, and business teams

2. Empowering teams to deliver their service more quickly

3. Bringing visibility to their work

Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

JIRA Service Management Features

JIRA Service Management has many valuable key features. Some of the most useful ones include:

Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

JIRA Service Management Benefits

There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.

Work is made visible through the open and collaborative JIRA platform.
Connect IT and development on a single platform to accelerate workflow.
Gain significant ROI with competitive pricing on useful features.
Benefit from faster time to value by implementing a full ITSM solution in just a few months.
Lower total cost of ownership without expensive ongoing maintenance and upgrades.
Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

Reviews from Real Users

JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

Atlassian

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.

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