Jira Software vs. SysAid

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Software
Score 8.0 out of 10
N/A
Jira Software is a project management tool from Atlassian, featuring an interactive timeline for mapping work items, dependencies, and releases, Scrum boards for agile teams, and out-of-the-box reports and dashboards.
$81.85
per month 10 users
SysAid
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.N/A
Pricing
Jira SoftwareSysAid
Editions & Modules
Standard
$8.15
per month per user (minimum 10)
Premium
$16
per month per user (minimum 10)
Data Center
$44,000
per year 500 users
Enterprise
Contact Sales
per year
No answers on this topic
Offerings
Pricing Offerings
Jira SoftwareSysAid
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
Jira SoftwareSysAid
Considered Both Products
Jira Software

No answer on this topic

SysAid
Chose SysAid
Other software were either more expensive or were lacking some features. We looked at Freshservice a year ago but the gain was not enough to cover the more expensive product and the cost of changing the ITSM. Zendesk is well known, but lacks some features like an asset manager. …
Chose SysAid
I like SysAid more than Remedy as it is much simpler to use and admin. Remedy is too confusing and busy for me to get much out of it.
I like Jira Service Desk more than SysAid as the UI is more modern and I was able to create automations.
Chose SysAid
SysAid is more faster and innovative than Jira. Also, doing business with SysAid is much easier as their aftersales support is great. It feels more comfortable using SysAid on daily basis.
Chose SysAid
Jira Work Management needs a difficult customization part. Jira is also a large scale tool. This tool is more complex. It requires more business understanding. SysAid is beginners friendly. Hence we have opted for this tool. For tools like Jira we need a scrum master to …
Chose SysAid
Sysaid is a budget software for the most part. It gives similar functionality but a smaller community, more outdated platform, and, for lack of a better term, "clunkyness". In my opinion, the big competitors give better features, smoother UI, and a deeper community for a bigger …
Chose SysAid
SysAid can be implemented on-premises or cloud which helps you when you want to restore your SysAid
Chose SysAid
SysAid is an excellent tool that fully complies with the ITSM requirements, compared to its competition, its functions are the same or better, but the value is found in the price per license that is lower, in our case that was the differentiator so we decided to go with SysAid …
Chose SysAid
Simplicity, flexibility, customization, centralization.
Chose SysAid
It is overall easier to navigate and makes organization more customizable and convenient. The workers that use SysAid to submit tickets found it easier to submit them through SysAid in comparison to other competitors. The use of communication with coworkers, both with the End …
Chose SysAid
Sysaid was seen as a very strong service desk, which it is. A year in, we started with agile processes in our development teams, and sysaid could not provide us with what we needed in order to successfully implement across.
Chose SysAid
I have used all four of these software suites quite extensively in different jobs. I have found SysAid to be the most straight forward and easy to navigate.
Top Pros
Top Cons
Features
Jira SoftwareSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Software
-
Ratings
SysAid
8.4
154 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.7154 Ratings
Expert directory00 Ratings8.0123 Ratings
Service restoration00 Ratings8.1106 Ratings
Self-service tools00 Ratings8.7148 Ratings
Subscription-based notifications00 Ratings7.9110 Ratings
ITSM collaboration and documentation00 Ratings8.7123 Ratings
ITSM reports and dashboards00 Ratings8.7132 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Software
-
Ratings
SysAid
8.2
135 Ratings
0% above category average
Configuration mangement00 Ratings8.1126 Ratings
Asset management dashboard00 Ratings8.3132 Ratings
Policy and contract enforcement00 Ratings8.289 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Software
-
Ratings
SysAid
8.5
123 Ratings
2% above category average
Change requests repository00 Ratings8.6114 Ratings
Change calendar00 Ratings7.994 Ratings
Service-level management00 Ratings8.8116 Ratings
Best Alternatives
Jira SoftwareSysAid
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FunctionFox
FunctionFox
Score 8.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Quickbase
Quickbase
Score 9.2 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira SoftwareSysAid
Likelihood to Recommend
8.7
(187 ratings)
8.7
(156 ratings)
Likelihood to Renew
9.0
(35 ratings)
9.1
(15 ratings)
Usability
7.2
(28 ratings)
8.8
(41 ratings)
Availability
5.3
(3 ratings)
9.1
(4 ratings)
Performance
8.0
(1 ratings)
9.1
(4 ratings)
Support Rating
8.8
(23 ratings)
9.0
(51 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
8.0
(1 ratings)
9.1
(2 ratings)
Implementation Rating
9.0
(1 ratings)
8.3
(8 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(13 ratings)
Ease of integration
7.7
(8 ratings)
5.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Professional Services
-
(0 ratings)
8.8
(8 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(3 ratings)
User Testimonials
Jira SoftwareSysAid
Likelihood to Recommend
Atlassian
The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature.
Read full review
SysAid Technologies
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
Read full review
Pros
Atlassian
  • Running sprints and tracking progress of roadmap, epics, story, task and subtask
  • The user interface is great. It allows tables inside details, have common shortcuts and clean design.
  • Can create custom dashboards and can view data in multiple ways
  • Advanced access rights based on role
Read full review
SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
Read full review
Cons
Atlassian
  • Management of the software is very difficult at times, although has improved.
  • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
  • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
Read full review
SysAid Technologies
  • There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
  • There is a lot to learn with this solution so reaching out to their Support is crucial.
  • Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
Read full review
Likelihood to Renew
Atlassian
This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable.
In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries.
Read full review
SysAid Technologies
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
Read full review
Usability
Atlassian
JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence.
Read full review
SysAid Technologies
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
Read full review
Reliability and Availability
Atlassian
No answers on this topic
SysAid Technologies
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Read full review
Performance
Atlassian
No answers on this topic
SysAid Technologies
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Read full review
Support Rating
Atlassian
Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use.
Read full review
SysAid Technologies
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Read full review
In-Person Training
Atlassian
No answers on this topic
SysAid Technologies
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
Read full review
Online Training
Atlassian
One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.
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SysAid Technologies
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
Read full review
Implementation Rating
Atlassian
Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
Read full review
SysAid Technologies
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
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Alternatives Considered
Atlassian
Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't.
Read full review
SysAid Technologies
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
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Contract Terms and Pricing Model
Atlassian
No answers on this topic
SysAid Technologies
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
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Scalability
Atlassian
No answers on this topic
SysAid Technologies
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
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Professional Services
Atlassian
No answers on this topic
SysAid Technologies
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
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Return on Investment
Atlassian
  • Jira has positively made our company's daily activities much better organized
  • With Jira we can track progress and follow up on tasks
  • Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity
Read full review
SysAid Technologies
  • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
  • Intuitive interface. Integration to Outlook. Easy reporting.
  • It has a very user-friendly interface and effective management capabilities.
Read full review
ScreenShots

SysAid Screenshots

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case Summarization