What users are saying about
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Top Rated
282 Ratings
37 Ratings

Jira Service Desk

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Top Rated
282 Ratings
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Score 8 out of 101
37 Ratings
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Score 4.7 out of 101

Likelihood to Recommend

Jira Service Desk

I really like the ticket submission system. It is very easy to use for an end-user (in my opinion), especially if it is designed well by IT. The ticket type has a list of fields (required/optional) you can display to the end-user when they are creating a ticket. This makes it much easier for them and, if you don't require all the fields to be filled out, they can just leave them blank.
No photo available

Kayako

We really like it to manage our customer interactions. It also has a chat feature (which we don't use yet) but understands that it is quite good.
No photo available

Feature Rating Comparison

Incident and problem management

Jira Service Desk
8.8
Kayako
6.9
Organize and prioritize service tickets
Jira Service Desk
8.8
Kayako
7.4
Expert directory
Jira Service Desk
9.0
Kayako
9.0
Service restoration
Jira Service Desk
9.5
Kayako
Self-service tools
Jira Service Desk
8.0
Kayako
Subscription-based notifications
Jira Service Desk
10.0
Kayako
4.8
ITSM collaboration and documentation
Jira Service Desk
8.0
Kayako
6.5
ITSM reports and dashboards
Jira Service Desk
8.0
Kayako
Ticket creation and submission
Jira Service Desk
Kayako
8.0
Ticket response
Jira Service Desk
Kayako
5.4

ITSM asset management

Jira Service Desk
10.0
Kayako
Configuration mangement
Jira Service Desk
10.0
Kayako
Asset management dashboard
Jira Service Desk
10.0
Kayako
Policy and contract enforcement
Jira Service Desk
10.0
Kayako

Change management

Jira Service Desk
7.7
Kayako
Change requests repository
Jira Service Desk
8.2
Kayako
Change calendar
Jira Service Desk
6.5
Kayako
Service-level management
Jira Service Desk
8.4
Kayako

Self Help Community

Jira Service Desk
Kayako
5.5
External knowledge base
Jira Service Desk
Kayako
4.9
Internal knowledge base
Jira Service Desk
Kayako
6.0

Multi-Channel Help

Jira Service Desk
Kayako
6.0
Customer portal
Jira Service Desk
Kayako
6.4
IVR
Jira Service Desk
Kayako
8.0
Social integration
Jira Service Desk
Kayako
1.0
Email support
Jira Service Desk
Kayako
8.2
Help Desk CRM integration
Jira Service Desk
Kayako
6.5

Pros

Jira Service Desk

  • When typing up a summary for an issue, the suggestions from Confluence are excellent!
  • Setting up ticket queues for agents is easy and can be filtered based on rules written in JQL (or using the basic rule picker). I am able to set up queues specifically for whatever rules I want -- for instance, critical tickets that are 30 minutes away from the "time to resolution."
  • Search and filter features are nice because you can build and save a filter, grant access to that filter to any users/groups you want, and even subscribe yourself or others to that filter to be notified via email on a schedule.
No photo available

Kayako

  • Kayako handles email integration through pop very well
  • Kayako is very configurable
  • Kayako's API was well documented and easy to implement custom scripts against.
CJ Estel profile photo

Cons

Jira Service Desk

  • Integration with asset management systems is severely lacking out of the box. It frankly fails at being a component of a true CMDB unless you want to pay for third party plugins or write an API call into another application.
  • Smart tracking of emails is also lacking. If a user replies to a generated message it will open a new ticket with the title "Re: Original Ticket Name" which is a pain to manage. Other tools will use the ticket number in the subject line or some other "smarter" way of tracking.
  • Automation can be difficult to build. They're relatively straight forward, but you need to have a good understanding of your business processes in order to ensure that the appropriate fields are set. There's also a relatively limited number of automation tasks you can build into the system.
Brian Taylor profile photo

Kayako

  • Kayako needs to make it easier to use our ticketing system on the go. It is very difficult to use on an iPad or iPhone, for example.
  • They could make the system a little less clunky, and easier to manage from the Admin side.
  • I'd like to feel like the system is more up to date with other software out there.
Marie McCourt profile photo

Likelihood to Renew

Jira Service Desk

Jira Service Desk 9.6
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Kayako

Kayako 7.8
Based on 11 answers
So far, this is the norm for us. We have gotten used to this and for a change to happen, we would need a significant change in functionality. The new medium would have to have everything that Kayako is lacking and at a more appealing price point. This hasn't happened yet
No photo available

Usability

Jira Service Desk

No score
No answers yet
No answers on this topic

Kayako

Kayako 10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Reliability and Availability

Jira Service Desk

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 2 answers
They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Marie McCourt profile photo

Support

Jira Service Desk

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Implementation

Jira Service Desk

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.0
Based on 2 answers
Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Nathaniel Bannister profile photo

Alternatives Considered

Jira Service Desk

We evaluated Remedy's ServiceNow as well as a few homegrown solutions (in SharePoint and in JIRA Software), and found that Service Desk's integration into the rest of the Atlassian suite of products was the best selling point. We already were licensing a number of Atlassian products, and being able to add a Service Desk that pulls from those sources automatically and without much configuration was great. ServiceNow is a very robust tool that checked a lot of our boxes, but it came down to price and integration for us.
Brian Taylor profile photo

Kayako

Kayako's interface is far less complex than Zendesk, so it looked like a good platform. Unfortunately, the features didn't work and their support team is the worst. I went back to Zendesk and I got everything to work including their chat function. Zendesk just works. You don't need support, have a lot of documentation, and have a live community.
No photo available

Return on Investment

Jira Service Desk

  • Not in a position to comment
  • Not in a position to comment
  • Not in a position to comment
Phillip Holder profile photo

Kayako

  • Increased employee efficiency over our previous application.
No photo available

Pricing Details

Jira Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Jira Service Desk Editions & Modules

Edition
Small Teams$101
Growing teams$202
Large teamsDiscount3
  1. per agent for up to 3 agents
  2. per agent per month for 4-15 agents
  3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

Kayako

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Kayako Editions & Modules

Additional Pricing Details

Add comparison