We performed a comparison between JIRA Service Management and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboards are nicely laid out."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"Its integration is most valuable. It is pretty open for integration."
"The initial setup is pretty easy."
"Easy to use and user-friendly."
"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."
"Provides excellent management features."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"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 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."
"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 solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"The simplicity of the solution is excellent."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"It is difficult to navigate if you don't have any prior knowledge."
"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."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The interface could always be updated and improved."
"The solution needs to be integrated better with Office X5."
"There is no notification regarding language upgrades."
"There is a learning curve for the users."
"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."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."
"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."
"SysAid has fewer AI features compared to other tools."
"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."
"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."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. JIRA Service Management is rated 8.2, while SysAid is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SysAid is most compared with ServiceNow, Spiceworks and Freshdesk. See our JIRA Service Management vs. SysAid report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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.
