472 Ratings
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Score 8.3 out of 100
44 Ratings
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Score 7.1 out of 100

Feature Set Ratings

  • Jira Service Management (Jira Service Desk) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

9.0

Jira Service Management (Jira Service Desk)

90%
7.0

Kayako

70%
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features

Organize and prioritize service tickets

9.1
91%
78 Ratings
8.0
80%
10 Ratings

Expert directory

9.0
90%
2 Ratings
3.1
31%
4 Ratings

Service restoration

9.5
95%
2 Ratings
N/A
0 Ratings

Self-service tools

8.1
81%
72 Ratings
N/A
0 Ratings

Subscription-based notifications

10.0
100%
1 Rating
7.1
71%
7 Ratings

ITSM collaboration and documentation

8.9
89%
65 Ratings
7.9
79%
6 Ratings

ITSM reports and dashboards

8.3
83%
66 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.0
80%
10 Ratings

Ticket response

N/A
0 Ratings
8.0
80%
10 Ratings

ITSM asset management

10.0

Jira Service Management (Jira Service Desk)

100%

Kayako

Feature Set Not Supported
N/A
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

10.0
100%
1 Rating
N/A
0 Ratings

Asset management dashboard

10.0
100%
1 Rating
N/A
0 Ratings

Policy and contract enforcement

10.0
100%
1 Rating
N/A
0 Ratings

Change management

8.0

Jira Service Management (Jira Service Desk)

80%

Kayako

Feature Set Not Supported
N/A
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Change requests repository

8.7
87%
67 Ratings
N/A
0 Ratings

Change calendar

6.5
65%
2 Ratings
N/A
0 Ratings

Service-level management

8.9
89%
71 Ratings
N/A
0 Ratings

Self Help Community

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
7.3

Kayako

73%
Kayako ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.7
67%
8 Ratings

Internal knowledge base

N/A
0 Ratings
7.8
78%
7 Ratings

Multi-Channel Help

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
8.4

Kayako

84%
Kayako ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
9.3
93%
6 Ratings

IVR

N/A
0 Ratings
8.0
80%
1 Rating

Social integration

N/A
0 Ratings
7.0
70%
3 Ratings

Email support

N/A
0 Ratings
8.1
81%
9 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.3
93%
5 Ratings

Attribute Ratings

  • Jira Service Management (Jira Service Desk) is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating
  • Kayako is rated higher in 1 area: Usability

Likelihood to Recommend

9.0

Jira Service Management (Jira Service Desk)

90%
79 Ratings
6.0

Kayako

60%
21 Ratings

Likelihood to Renew

10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating
7.8

Kayako

78%
11 Ratings

Usability

9.5

Jira Service Management (Jira Service Desk)

95%
2 Ratings
10.0

Kayako

100%
1 Rating

Availability

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
7.5

Kayako

75%
4 Ratings

Support Rating

8.7

Jira Service Management (Jira Service Desk)

87%
48 Ratings
2.6

Kayako

26%
7 Ratings

Implementation Rating

Jira Service Management (Jira Service Desk)

N/A
0 Ratings
9.0

Kayako

90%
4 Ratings

Likelihood to Recommend

Jira Service Management (Jira Service Desk)

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Chris Guru | TrustRadius Reviewer

Kayako

When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
Anonymous | TrustRadius Reviewer

Pros

Jira Service Management (Jira Service Desk)

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
Anonymous | TrustRadius Reviewer

Kayako

  • Gives a very good report on an individual level of what is being done for a customer or corporate issue.
  • Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
  • Nice dashboard view.
Anonymous | TrustRadius Reviewer

Cons

Jira Service Management (Jira Service Desk)

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
Anonymous | TrustRadius Reviewer

Kayako

  • Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing.
  • Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer.
  • Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud.
Joshua Tobiansky | TrustRadius Reviewer

Pricing Details

Jira Service Management (Jira Service Desk)

General

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

Starting Price

$0 per month

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details

Kayako

General

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

Starting Price

$29 per month

Kayako Editions & Modules

Edition
Inbox$15.001
Growth$30.001
Scale$60.001
  1. Per User Per Month
Additional Pricing Details

Likelihood to Renew

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.

Kayako

Kayako 7.8
Based on 11 answers
  • We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses)
  • Our team's processes are now heavily ingrained in the system
  • We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect
Nathaniel Bannister | TrustRadius Reviewer

Usability

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

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 | TrustRadius Reviewer

Reliability and Availability

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Kayako

Kayako 7.5
Based on 4 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 | TrustRadius Reviewer

Support Rating

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.7
Based on 48 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Kayako

Kayako 2.6
Based on 7 answers
  • We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
  • Mostly we used their Online KB and step by step instructions to get all of our issues resolved.
Jon Shurtliff | TrustRadius Reviewer

Implementation Rating

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Kayako

Kayako 9.0
Based on 4 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 | TrustRadius Reviewer

Alternatives Considered

Jira Service Management (Jira Service Desk)

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Gary Smolyak | TrustRadius Reviewer

Kayako

We were using Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
Jericho Fulgencio | TrustRadius Reviewer

Return on Investment

Jira Service Management (Jira Service Desk)

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
Anonymous | TrustRadius Reviewer

Kayako

  • Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API.
  • Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary.
CJ Estel | TrustRadius Reviewer

Screenshots

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