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Compare Jira Service Desk vs. Kayako

If you need a competent Customer Support Software product for your company you have to make time to compare several solutions. It doesn’t have to be complex, and can be as straightforward as matching their functions in a table like the one below. You will also get a brief idea how each product operates. For instance, on this page you can check JIRA Service Desk’s overall score of 8.8 and compare it against Kayako’s score of 8.6; or JIRA Service Desk’s user satisfaction level at 96% versus Kayako’s 95% satisfaction score. The assessment will help you find out the strengths and weaknesses of each application, and decide which one fits you requirements better. On top of the robust features, the solution which is simple and intuitive is always the better product. Those of you who don't have much time or would like to get a Customer Support Software suggestion from our team might want to take a look at these top choices for the current year: Zendesk, Freshdesk, Salesforce Essentials.
Product

Jira Service Desk

VS

Kayako

VS

Jira Service Desk screenshot Kayako screenshot
Pricing Details

Our Score

Our Score

8.8 ?

Our Score

9.5 ?

Client Experience

Client Experience

Client Experience

96% ?

Client Experience

95% ?

Cost

Cost

$10

$9

Pricing Model

Pricing Model

Monthly payment | One-time payment | Annual Subscription | Quote-based Free | Monthly payment | Quote-based
Complete Review

Complete Review

Product Info

Product Info

Jira Service Desk is a hosted service desk platform developed by Atlassian. It is a popular help desk solution widely used by many leading open source projects.
Kayako is the winner of our Expert's Choice Award. It delivers customer service in a powerful, seamless, and scalable way, trusted by over 50,000 organizations worldwide.
Easy Links
Types of Clients

Types of Clients

Small Business | Large Enterprises | Medium Business Small Business | Large Enterprises | Medium Business
Available Plans

Available Plans

After the free 7-day trial period for the Cloud and the 30-day trial period for the Server option, you can continue using the software by purchasing the following subscriptions:

Cloud Hosted Service Desk

  • Small Teams – $10/month (up to 3 agents)
  • Growing Teams – $20/agent/month (for 4-15 agents)

For more than 16 agents, you may use the Jira Service Desk website’s calculator to compute the cost. Annual pricing is also available which starts at $100 for 1-3 users.

On-Premise

  • Server – starts at $10 one-time payment (3 agents)
  • Data Center – starts at $12,000/year (50 agents)

The Server option caters up to more than 250 agents while the Data Center can serve over 15,000 agents. Their prices vary for every tier which are displayed on the website.

Free

  • Up to 3 agents
  • Live chat and email
  • Basic Help Center
  • 600+ integrations with Zapier

Inbox – $9/agent per month

  • All Free features, plus:
  • Email, chat and social
  • Basic Help Center
  • Assignment rules
  • Insights
  • Collision prevention
  • Reply-only macros

Team – $15/agent per month

  • All Inbox Features, plus:
  • Support workflow
  • SLA and business hours
  • Advanced Insights
  • Macros
  • Single sign-on

Growth – $29/agent per month

  • All Team features, plus:
  • Powerful automation
  • Custom views, fields, and forms
  • Custom reporting
  • Multi-brand, multi-language
  • Advanced Help Center customization
  • Organization profiles

Scale – $59/agent per month

  • All Growth features, plus:
  • Advanced workflow customization
  • Internal Help Center
  • Shared organizations
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration

Enterprise Custom pricing starts at $90/agent

Prominent Customers

Prominent Customers

The Daily Telegraph, Twitter, NASA Expertus, Hitachi, ASF, ICANN, Pearson, SEGA, Toshiba
Pricing Details

Pricing Details

Learn more about Jira Service Desk pricing Learn more about Kayako pricing
Contact Email

Contact Email

sales@atlassian.com sales@kayako.com
Supported Integrations

Supported Integrations

Jira Service Desk provides integration with the following business systems and applications:

  • HipChat
  • Confluence
  • Tasktop Sync
  • HappyFox
  • JEMH
  • ERPM
  • Zendesk
  • Insight
  • Freshservice
  • Bomgar
  • Kelverion
  • Zephyr
  • Salesforce
  • Gliffy
  • GitHub
  • Balsamiq
  • Azuqua
  • Amity
  • 123FormBuilder
  • ActiveCampaign
  • Basecamp
  • BigCommerce
  • Campaign Monitor
  • Chargebee
  • Chargify
  • Constant Contact
  • Customer Thermometer
  • Dropbox
  • Drupal
  • Eventbrite
  • Facebook
  • Flowdock
  • Freshbooks
  • Geckoboard
  • GetResponse
  • GitHub
  • Gmail
  • G Suite
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Help Desk Migration
  • Hootsuite
  • HubSpot CRM
  • Infusionsoft
  • InsightSquared
  • Intercom
  • JIRA Software
  • Joomla
  • LinkedIn
  • MailChimp
  • Marketo
  • Microsoft Dynamics CRM
  • Microsoft Outlook
  • Nicereply.com
  • Nimble
  • Pardot
  • PayPal
  • Pipedrive
  • Pivotal Tracker
  • Podio
  • Quickbooks
  • Recurly
  • Salesforce
  • SalesforceIQ
  • SAML Single Sign-on
  • Shopify
  • Slaask
  • Slack
  • Stripe
  • Sugar CRM
  • SurveyGizmo
  • SurveyMonkey
  • SyncDojo
  • Teamwork Projects
  • Trello
  • Twitter
  • Typeform
  • Webhooks
  • WHMCS
  • WooCommerce
  • WordPress
  • Wufoo
  • Xero
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems
  • Zapier
  • Zoho CRM
  • Zuora
Customer Support

Customer Support

Phone
Ticket Training
Phone Live Support
Ticket Training
Devices Supported

Devices Supported

Windows
Android
iPhone/iPad
Mac
Web-based
Windows
Linux
Android
iPhone/iPad
Mac
Web-based
Contact Address

Contact Address

Level 6
341 George Street
Sydney, NSW, 2000
Australia
Kayako
Fourth floor, Midland Financial Centre 21-22
G.T. Road Jalandhar, Punjab 144001
India
Available Languages

Available Languages

English English, German, Hindi, Spanish, French
List of Features

List of Features

Jira Service Desk FEATURES

  • Customer Portal
  • JIRA Software Integration (HipChat, Marketplace, etc.)
  • Automation
  • ITIL-ready templates
  • Real-time updates, information, and collaboration
  • Performance Metrics
  • Confluence integration
  • Self-service
  • Knowledge base
  • Repetitive task automation
  • API
  • SLAs (Service Level Agreements)
  • Metrics report
  • Atlassian Marketplace compatible
  • CSAT reporting
  • Machine learning

Kayako FEATURES

  • Support ticketing with email integration
  • Fully featured live chat for your customer service portal and website
  • Real-time visitor tracking
  • Real-time messaging for help center and website
  • Set SLAs to keep on top of customer conversations
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Custom fields to collect all information needed
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • Slack integration
  • Automatic escalation rules to prevent unaddressed customer queries
  • Mobile apps for iOS, Android, Windows and Blackberry
  • Mobile live chat with the Jabber gateway
  • 100+ out-of-the-box help desk reports
  • Custom reports via Kayako Query Language
  • Schedule reports are automatically sent to your inbox
  • Multi-lingual customer support and localizations
  • Customizable look and feel of the help desk
  • Strong support for ecommerce to increase sales and improve loyalty
  • Intuitively designed Help Center enable customers to help themselves
  • Rich customer and organization profiles
  • Simple webhook integration to push customer data into Kayako
  • Shared inbox enhances collaboration
Contact No.

Contact No.

+61 2 9262 1443 1.888.952.9256; 1.415.418.3366 (worldwide)
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Popular Alternatives

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QUICK LINKS

QUICK LINKS

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In case you are still having second thoughts about which software will be best for your company it might be a good idea to analyze each service’s social metrics. Such metrics are quite often an indicator of how popular a given software is and how big is its online presence. For instance, in case of Facebook JIRA Service Desk has 45818 likes on their official profile while Kayako profile is liked by 10897 people.