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Compare Jira Service Management and SysAid 
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At a Glance
Market Segments
Mid-Market (42.7% 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
(953)4.3 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSysAid
Star Rating
(731)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.
- 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.
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
841
8.9
587
Ease of Use
8.2
848
8.9
590
Ease of Setup
8.0
456
8.5
519
Ease of Admin
8.0
359
8.8
516
Quality of Support
8.4
725
9.0
579
Has the product been a good partner in doing business?
8.7
336
9.1
508
Product Direction (% positive)
8.7
810
9.1
558
Features by Category
Ticket and Case Management
9.0
81
8.9
43
9.0
79
8.7
45
8.9
80
8.4
45
8.8
78
8.2
43
8.8
77
8.2
45
8.7
79
8.4
45
9.2
78
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
80
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
85
8.3
46
8.8
84
8.9
45
8.8
80
8.2
45
8.6
82
8.7
45
8.6
79
8.7
44
Administration
8.9
165
|
Verified
8.8
232
|
Verified
8.5
159
|
Verified
8.7
263
|
Verified
8.9
170
|
Verified
8.8
270
|
Verified
Service Desk
8.9
176
|
Verified
9.5
287
|
Verified
8.8
176
|
Verified
9.3
279
|
Verified
8.8
175
|
Verified
8.9
255
|
Verified
Management
9.0
152
|
Verified
8.7
251
|
Verified
8.9
147
|
Verified
9.0
254
|
Verified
8.7
148
|
Verified
8.7
236
|
Verified
8.6
143
|
Verified
8.7
236
|
Verified
8.6
139
|
Verified
8.3
180
|
Verified
Functionality
9.1
157
|
Verified
9.4
262
|
Verified
8.8
149
8.8
222
|
Verified
8.7
154
|
Verified
8.9
229
|
Verified
8.9
151
|
Verified
8.5
218
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
79
Not enough data
8.3
79
Not enough data
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
148
|
Verified
Not enough data
8.9
147
|
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
304
9.0
406
8.8
313
8.9
418
8.8
323
9.1
426
8.4
278
8.4
388
8.5
275
8.5
375
Reporting
8.5
307
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
274
8.8
392
8.5
236
9.0
384
8.4
231
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
73
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
31.2%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.1%
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
66.5%
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...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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