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Jira Service Management vs. Kayako

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Jira Service Management

    Score7.9 out of 10
    N/AJira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…

    $0

    per month

    Kayako

    Score6.8 out of 10
    N/AKayako is a help desk and customer support platform that helps businesses automate workflows, improve agent productivity, and deliver personalized customer experiences across email, chat, and social media.

    $79

    per month

    Pricing
    Jira Service ManagementKayako
    Editions & Modules
    Free
    $0
    per month
    Standard
    $20
    per agent/per month
    Premium
    $40
    per agent/per month
    Enterprise
    Contact sales team
    Kayako One
    $79
    per month
    Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Jira Service ManagementKayako
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    YesNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Jira Service ManagementKayako
    Considered Both Products
    Atlassian
    No answer on this topic
    Kayako
    Chose Kayako
    Jira is much more pricey but more complete. It integrates with our Scrum Board and Agile Software Development platform. So we can much more easily turn Tickets into User Stories, and our techs and devs only have to live in one software platform instead of having to switch …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Jira Service ManagementKayako
    Incident and problem management
    Comparison of Incident and problem management features of Jira Service Management and Kayako
    Feature
    Jira Service Management
    8.2
    77 Ratings
    Kayako
    2.0
    11 Ratings
    Organize and prioritize service tickets7.576 Ratings1.011 Ratings
    Expert directory9.02 Ratings1.05 Ratings
    Service restoration9.52 Ratings00 Ratings
    Self-service tools7.070 Ratings00 Ratings
    Subscription-based notifications10.01 Ratings1.08 Ratings
    ITSM collaboration and documentation7.063 Ratings1.07 Ratings
    ITSM reports and dashboards7.564 Ratings00 Ratings
    Ticket creation and submission00 Ratings7.011 Ratings
    Ticket response00 Ratings1.011 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Jira Service Management and Kayako
    Feature
    Jira Service Management
    10.0
    1 Ratings
    Kayako
    -
    Ratings
    Configuration mangement10.01 Ratings00 Ratings
    Asset management dashboard10.01 Ratings00 Ratings
    Policy and contract enforcement10.01 Ratings00 Ratings
    Change management
    Comparison of Change management features of Jira Service Management and Kayako
    Feature
    Jira Service Management
    7.2
    71 Ratings
    Kayako
    -
    Ratings
    Change requests repository7.565 Ratings00 Ratings
    Change calendar6.52 Ratings00 Ratings
    Service-level management7.569 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Jira Service Management and Kayako
    Feature
    Jira Service Management
    -
    Ratings
    Kayako
    1.0
    9 Ratings
    External knowledge base00 Ratings1.09 Ratings
    Internal knowledge base00 Ratings1.08 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Jira Service Management and Kayako
    Feature
    Jira Service Management
    -
    Ratings
    Kayako
    1.0
    10 Ratings
    Customer portal00 Ratings1.07 Ratings
    IVR00 Ratings1.02 Ratings
    Social integration00 Ratings1.04 Ratings
    Email support00 Ratings1.010 Ratings
    Help Desk CRM integration00 Ratings1.06 Ratings
    User Ratings
    Jira Service ManagementKayako
    Likelihood to Recommend
    7.3
    (78 ratings)
    1.0
    (22 ratings)
    Likelihood to Renew
    10.0
    (1 ratings)
    7.8
    (11 ratings)
    Usability
    8.0
    (3 ratings)
    10.0
    (1 ratings)
    Availability
    -
    (0 ratings)
    7.5
    (2 ratings)
    Support Rating
    9.1
    (25 ratings)
    2.1
    (4 ratings)
    Implementation Rating
    -
    (0 ratings)
    9.0
    (2 ratings)