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Compare Jira Service Management and SysAid 
Featured Products
At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial 1 Agent Per Year
Jira Service Management
Star Rating
(962)4.3 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSysAid
Star Rating
(733)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
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.
- G2 reviewers report that SysAid excels in providing a robust help desk and ITSM features, making it easier for teams to manage incidents and track assets efficiently. Users appreciate the straightforward ticket creation process, which enhances their ability to deliver detailed support to clients.
- Users say that Jira Service Management stands out for its seamless integration with the Atlassian suite, which significantly enhances its usability for both IT and non-IT teams. This integration allows teams to easily track the development lifecycle and manage tasks, streamlining their workflow.
- Reviewers mention that SysAid's quality of support is notably high, with many users highlighting the effectiveness of its AI-guided automation and chatbot features. This focus on automation helps teams manage incidents more efficiently, ensuring customer concerns are handled promptly.
- According to verified reviews, Jira Service Management is praised for its user-friendly interface, which simplifies the customer support process. Users find it easy to navigate and utilize the various features, making it a preferred choice for teams looking for an intuitive solution.
- G2 reviewers highlight that SysAid offers a free trial, making it accessible for mid-market companies looking to test the platform before committing. This flexibility is appreciated by users who want to ensure the software meets their specific needs without upfront costs.
- Users report that while SysAid has a higher star rating, Jira Service Management's overall G2 Score reflects its strong market presence and user satisfaction, indicating that it may be a more reliable choice for larger organizations seeking comprehensive service management solutions.
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
852
8.9
589
Ease of Use
8.2
859
9.0
592
Ease of Setup
8.0
465
8.5
521
Ease of Admin
8.0
366
8.8
519
Quality of Support
8.4
735
9.0
581
Has the product been a good partner in doing business?
8.7
343
9.1
511
Product Direction (% positive)
8.7
821
9.1
559
Features by Category
Ticket and Case Management
9.0
82
8.9
44
9.0
80
8.7
46
8.9
83
8.5
46
8.9
79
8.2
43
8.8
80
8.3
45
8.8
80
8.4
45
9.2
80
8.6
44
8.5
77
8.2
42
Generative AI
7.9
54
7.7
37
7.9
53
7.6
37
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
81
8.8
44
8.9
80
9.0
42
8.3
73
8.1
42
8.1
71
6.0
38
7.9
68
5.7
39
Platform
8.1
83
6.8
46
8.4
86
8.3
46
8.9
87
8.9
46
8.8
83
8.2
45
8.7
83
8.7
45
8.7
80
8.7
44
Administration
8.9
166
|
Verified
8.8
232
|
Verified
8.5
160
|
Verified
8.7
264
|
Verified
8.9
171
|
Verified
8.8
271
|
Verified
Service Desk
8.9
177
|
Verified
9.5
289
|
Verified
8.8
177
|
Verified
9.3
280
|
Verified
8.8
178
|
Verified
8.9
256
|
Verified
Management
9.0
154
|
Verified
8.7
252
|
Verified
8.9
147
|
Verified
9.0
254
|
Verified
8.7
148
|
Verified
8.7
236
|
Verified
8.6
144
|
Verified
8.7
237
|
Verified
8.6
139
|
Verified
8.3
180
|
Verified
Functionality
9.2
159
|
Verified
9.4
265
|
Verified
8.8
149
8.8
222
|
Verified
8.7
154
|
Verified
8.9
229
|
Verified
8.9
154
|
Verified
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
81
7.3
5
8.3
79
8.3
5
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
307
9.0
406
8.8
315
8.9
418
8.8
326
9.1
426
8.5
281
8.4
388
8.5
276
8.5
375
Reporting
8.5
310
8.6
415
8.4
301
8.4
388
8.2
231
8.3
325
Access & Usability
8.1
227
7.4
295
8.6
277
8.8
392
8.5
236
9.0
384
8.4
232
8.6
312
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
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 is categorized as AIOps Platforms
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
31.0%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.6%
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
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead 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
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
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