440 Ratings
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Score 8.2 out of 100
43 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | 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

Feature Rating Comparison

Incident and problem management

Jira Service Management (Jira Service Desk)
9.1
Kayako
7.0
Organize and prioritize service tickets
Jira Service Management (Jira Service Desk)
9.2
Kayako
8.1
Expert directory
Jira Service Management (Jira Service Desk)
9.0
Kayako
3.1
Service restoration
Jira Service Management (Jira Service Desk)
9.5
Kayako
Self-service tools
Jira Service Management (Jira Service Desk)
8.1
Kayako
Subscription-based notifications
Jira Service Management (Jira Service Desk)
10.0
Kayako
7.2
ITSM collaboration and documentation
Jira Service Management (Jira Service Desk)
9.0
Kayako
7.8
ITSM reports and dashboards
Jira Service Management (Jira Service Desk)
8.7
Kayako
Ticket creation and submission
Jira Service Management (Jira Service Desk)
Kayako
7.9
Ticket response
Jira Service Management (Jira Service Desk)
Kayako
8.0

ITSM asset management

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

Change management

Jira Service Management (Jira Service Desk)
7.9
Kayako
Change requests repository
Jira Service Management (Jira Service Desk)
8.5
Kayako
Change calendar
Jira Service Management (Jira Service Desk)
6.5
Kayako
Service-level management
Jira Service Management (Jira Service Desk)
8.8
Kayako

Self Help Community

Jira Service Management (Jira Service Desk)
Kayako
7.2
External knowledge base
Jira Service Management (Jira Service Desk)
Kayako
6.7
Internal knowledge base
Jira Service Management (Jira Service Desk)
Kayako
7.8

Multi-Channel Help

Jira Service Management (Jira Service Desk)
Kayako
8.4
Customer portal
Jira Service Management (Jira Service Desk)
Kayako
9.3
IVR
Jira Service Management (Jira Service Desk)
Kayako
8.0
Social integration
Jira Service Management (Jira Service Desk)
Kayako
7.0
Email support
Jira Service Management (Jira Service Desk)
Kayako
8.2
Help Desk CRM integration
Jira Service Management (Jira Service Desk)
Kayako
9.3

Pros

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | 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)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
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

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) 8.5
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 3.5
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)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | 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)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
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

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

Rating Summary

Likelihood to Recommend

Jira Service Management (Jira Service Desk)
8.9
Kayako
5.9

Likelihood to Renew

Jira Service Management (Jira Service Desk)
10.0
Kayako
7.8

Usability

Jira Service Management (Jira Service Desk)
9.5
Kayako
10.0

Reliability and Availability

Jira Service Management (Jira Service Desk)
Kayako
7.5

Support Rating

Jira Service Management (Jira Service Desk)
8.5
Kayako
3.5

Implementation Rating

Jira Service Management (Jira Service Desk)
Kayako
9.0

Add comparison