Jira Service Management vs. SysAid

Jira Service Management

671 Reviews and Ratings

SysAid

257 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Jira Service Management	Score7.9 out of 10	N/A	Jira 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
SysAid	Score9.1 out of 10	Mid-Size Companies (51-1,000 employees)	SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.	N/A

Pricing

Jira Service Management

SysAid

Free: $0
per month
Standard: $20
per agent/per month
Premium: $40
per agent/per month
Enterprise: Contact sales team

No answers on this topic

Pricing Offerings
Jira Service Management	SysAid
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
Yes	Yes

No setup fee

Required

—

SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.

Community Pulse
Key User Insights
	Jira Service Management	SysAid
Considered Both Products	Atlassian Michael Eberhard Network Systems Analyst in Information Technology at Ewing Irrigation (Wholesale, 1001-5000 employees) Chose Jira Service Management Jira is easier to use and holds service agents more accountable due to reporting and tracking tools that are available. It connects better with other products that other departments are using to track programming changes, etc., giving management a single pane of glass to see … Incentivized Helpful? Gerardo David Denis Herrera Gerente de Sistemas y Comunicaciones in Information Technology at Electrodomesticos JVG Hogar (Information Technology and Services, 11-50 employees) Chose Jira Service Management It really is not established above other tools of the market, it is quite similar to its similar ones in the market. JIRA is used depending on multiple factors such as cost and size of the organization but I do not see a real competitive advantage with respect to other similar … Incentivized Helpful?	SysAid Technologies Verified User Chose SysAid SysAid is simple to set up and gets online compared to Jira and Zendesk. Incentivized Helpful? Logan Kitchen Software Engineer in Information Technology at Spectrum Healthcare Group (Hospital & Health Care, 201-500 employees) 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 … Incentivized Helpful? Nabin Poudel CEO in Information Technology at Curl Labs (Computer Software, 51-200 employees) 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. Incentivized Helpful? Carlos Valera IT Project Manager in Information Technology at VenturesSoft (Information Technology & Services, 51-200 employees) 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 … Incentivized Helpful? Verified User 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 … Incentivized Helpful? Leonel Rolando López Ventura Administrador de aplicaciones in Information Technology at Grupo Unicomer/ Unicomer Group (Retail, 10,001+ employees) Chose SysAid SysAid provides good benefits and the cost is reasonable. You can do more deep insights with your data on premise, but costs increase. Incentivized Helpful? Verified User 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. Incentivized Helpful? Christopher Sawyer Programmer Analyst in Information Technology at TCDRS (Investment Management, 51-200 employees) 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. Incentivized Helpful?
	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 Management

SysAid

Comparison of Incident and problem management features of Jira Service Management and SysAid
Feature	Jira Service Management 8.2 77 Ratings	SysAid 9.1 178 Ratings
Organize and prioritize service tickets	7.576 Ratings	9.9177 Ratings
Expert directory	9.02 Ratings	8.0144 Ratings
Service restoration	9.52 Ratings	8.9125 Ratings
Self-service tools	7.070 Ratings	8.3171 Ratings
Subscription-based notifications	10.01 Ratings	9.9127 Ratings
ITSM collaboration and documentation	7.063 Ratings	9.4145 Ratings
ITSM reports and dashboards	7.564 Ratings	9.4154 Ratings

Comparison of ITSM asset management features of Jira Service Management and SysAid
Feature	Jira Service Management 10.0 1 Ratings	SysAid 8.6 154 Ratings
Configuration mangement	10.01 Ratings	9.8144 Ratings
Asset management dashboard	10.01 Ratings	8.9151 Ratings
Policy and contract enforcement	10.01 Ratings	7.1103 Ratings

Comparison of Change management features of Jira Service Management and SysAid
Feature	Jira Service Management 7.2 71 Ratings	SysAid 9.8 143 Ratings
Change requests repository	7.565 Ratings	9.8130 Ratings
Change calendar	6.52 Ratings	9.8109 Ratings
Service-level management	7.569 Ratings	9.8135 Ratings

User Ratings
	Jira Service Management	SysAid
Likelihood to Recommend	7.3 (78 ratings)	9.3 (180 ratings)
Likelihood to Renew	10.0 (1 ratings)	8.9 (19 ratings)
Usability	8.0 (3 ratings)	8.0 (45 ratings)
Availability	- (0 ratings)	9.1 (5 ratings)
Performance	- (0 ratings)	9.1 (5 ratings)
Support Rating	9.1 (25 ratings)	7.5 (53 ratings)
In-Person Training	- (0 ratings)	9.1 (2 ratings)
Online Training	- (0 ratings)	9.1 (3 ratings)
Implementation Rating	- (0 ratings)	8.5 (11 ratings)
Configurability	- (0 ratings)	9.1 (2 ratings)
Contract Terms and Pricing Model	- (0 ratings)	9.1 (14 ratings)
Ease of integration	- (0 ratings)	9.1 (3 ratings)
Product Scalability	- (0 ratings)	9.1 (5 ratings)
Professional Services	- (0 ratings)	9.1 (9 ratings)
Vendor post-sale	- (0 ratings)	9.1 (4 ratings)
Vendor pre-sale	- (0 ratings)	9.1 (4 ratings)