Compare Jira Service Management and SysAid 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Mid-Market (60.1% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial 1 Agent Per Year
Jira Service Management
Star Rating
(780)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansSysAid
Star Rating
(715)4.5 out of 5
Market Segments
Mid-Market (60.1% of reviews)
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SysAid excels in its Help Desk functionality, achieving a score of 9.5, while Jira Service Management trails with a score of 8.9. Reviewers mention that SysAid's intuitive interface makes it easier for support teams to manage tickets effectively.
- Reviewers mention that Jira Service Management offers superior Ticket Response User Experience with a score of 9.2 compared to SysAid's 8.6. Users on G2 appreciate the quick response times and streamlined communication features that enhance customer satisfaction.
- G2 users highlight SysAid's strong performance in Quality of Support, scoring 9.0, which is notably higher than Jira's 8.2. Users say that SysAid's support team is responsive and helpful, making it a reliable partner for businesses.
- Users report that both platforms have similar scores in Reports & Analytics (8.9), but reviewers mention that SysAid's reporting features are more user-friendly, allowing for easier data interpretation and decision-making.
- Reviewers mention that SysAid's Change Management capabilities score 8.8, slightly lower than Jira's 9.0. Users on G2 appreciate Jira's robust features for tracking changes and managing incidents effectively.
- Users say that SysAid's Mobile User Support is lacking with a score of 6.5, while Jira Service Management scores 7.6. Reviewers mention that Jira's mobile app provides better accessibility and functionality for on-the-go support teams.
Featured Products
Sponsored
Serviceaide ChangeGear
(104)
Service Desk
Visit Website
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
SysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
Jira Service Management
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.7
678
8.9
571
Ease of Use
8.1
682
8.9
574
Ease of Setup
7.6
293
8.5
503
Ease of Admin
7.7
282
8.8
509
Quality of Support
8.3
571
9.0
563
Has the product been a good partner in doing business?
8.5
260
9.1
501
Product Direction (% positive)
8.4
652
9.0
542
Features by Category
Ticket and Case Management
8.9
28
8.8
35
9.2
26
8.6
36
8.7
28
8.3
36
8.9
26
8.1
35
8.5
25
8.1
36
8.5
27
8.4
36
9.1
27
8.5
36
8.0
25
8.0
33
Generative AI
Feature Not Available
7.3
30
Feature Not Available
7.4
30
Communication Channels
8.6
29
8.7
35
8.6
29
9.0
34
8.0
22
7.8
34
7.8
20
5.8
30
7.5
19
5.0
31
Platform
7.8
26
6.6
36
8.2
29
8.2
35
8.4
28
8.9
35
9.0
26
8.2
36
8.5
27
8.7
36
8.3
25
8.6
35
Administration
9.0
75
|
Verified
8.8
224
|
Verified
8.5
69
|
Verified
8.7
255
|
Verified
8.9
81
|
Verified
8.9
262
|
Verified
Service Desk
9.0
88
|
Verified
9.5
279
|
Verified
9.0
87
|
Verified
9.3
272
|
Verified
8.9
88
|
Verified
8.9
247
|
Verified
Management
9.1
64
|
Verified
8.8
243
|
Verified
9.0
59
|
Verified
9.0
246
|
Verified
8.8
60
|
Verified
8.7
227
|
Verified
8.8
56
|
Verified
8.7
229
|
Verified
8.6
52
|
Verified
8.3
173
|
Verified
Functionality
9.1
68
|
Verified
9.4
255
|
Verified
9.0
60
8.8
215
|
Verified
8.8
65
|
Verified
8.9
222
|
Verified
8.9
64
|
Verified
8.5
211
|
Verified
Monitoring
8.9
73
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
Management Tools
9.0
77
|
Verified
Not enough data
8.9
76
|
Verified
Not enough data
9.2
65
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
220
9.1
400
8.7
227
8.9
412
8.7
237
9.1
420
8.3
193
8.4
382
8.3
190
8.5
368
Reporting
8.4
223
8.6
409
8.4
217
8.4
382
7.9
148
8.3
319
Access & Usability
7.8
144
7.3
288
8.5
192
8.8
386
8.4
155
8.9
378
8.3
151
8.6
306
Categories
Categories
Shared Categories
Jira Service Management and SysAid are categorized as IT Service Management (ITSM) Tools, Service Desk, and Help Desk
Unique Categories
Jira Service Management is categorized as Incident Management and IT Alerting
SysAid has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.6%
Information Technology and Services
14.4%
Hospital & Health Care
7.2%
Financial Services
4.6%
Banking
3.8%
Computer Software
3.2%
Other
66.8%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Danny H.
Verified User in Information Technology and Services
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
SysAid
Most Helpful Favorable Review
Verified User in Information Technology and Services
The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their...
Most Helpful Critical Review
Verified User in Information Technology and Services
It didn't let you know who was actively working on a ticket. It may have changed since I last used it though.
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Verified User in Information Technology and Services
The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their...
Danny H.
Verified User in Information Technology and Services
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
Verified User in Information Technology and Services
It didn't let you know who was actively working on a ticket. It may have changed since I last used it though.
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
Does SysAid allow for modern authentication on monitored email?
2 comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
