Compare JIRA Service Desk vs. Kayako

Today’s corporations need the most effective Help Desk Software product to continue to be competitive. On this page we help you with buying the right software to select the application that best matches your most urgent needs, not the solution with the higher number of features. We know that not all people have the time to examine a large number of different services, so we prepared a list of suggestions that you may find useful. Our top selections for the Help Desk Software category are: Zendesk, Freshdesk, Samanage.
Comparison

JIRA Service Desk

VS

Kayako

VS

JIRA Service Desk screenshot Kayako screenshot
Pricing Details

Total Score

Our Score

8.8 ?

Our Score

8.6 ?

Client Experience

Client Experience

Client Experience

96% ?

Client Experience

95% ?

Cost

Cost

$10

$24

Price Scheme

Price Scheme

Monthly payment | One-time payment | Annual Subscription | Quote-based Monthly payment | One-time payment
Full Review

Full Review

Overview

Overview

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.
Deliver customer service support in a simple, seamless, and scalable way, trusted by over 30,000 organizatons worldwide
Useful Links
OS Supported

OS Supported

Windows
Android
iPhone/iPad
Mac
Web-based
Windows
Linux
Android
iPhone/iPad
Mac
Vendor's Address

Vendor's Address

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

Kayako is a help desk software sold either as a SaaS or on-premise. SaaS is sold in the following plans:

  • Case ($24 per month, billed annually or $29 monthly): per agent; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($24 per month, billed annually or $29 monthly): per agent; roll-out live chat; real-time visitor monitoring; voice and click-to-call
  • Fusion ($39 per month, billed annually or $49 monthly): per agent; email + tickets + live chat + calls; every conversation tracked

The on-premise version is sold as the following:

  • Case ($3,000 per year): 10 agents; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($3,000 per year): 10 agents; roll out live chat straight away; real-time visitor monitoring; VoIP integration + click-to-call
  • Fusion ($4,000 per year): 10 agents; live chat + email + tickets + voice; every conversation tracked
Available Languages

Available Languages

USA, UK, Canada, International USA, UK, Canada, China, Germany, India, Japan
Features

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
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • 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
Popular Customers

Popular Customers

The Daily Telegraph, Twitter, NASA Expertus, Hitachi, ASF, ICANN, Pearson, SEGA, Toshiba
Customer Support

Customer Support

Phone
Ticket Training
Phone Live Support
Ticket
Business Size

Business Size

Small Business | Large Enterprises | Medium Business Small Business | Large Enterprises | Medium Business | Freelancers
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
  • Basecamp
  • Drupal
  • Freshbooks
  • Joomla
  • Mailchimp
  • Salesforce
  • SAML Single Sign-on
  • WHMCS
  • WordPress
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems
Pricing Details

Pricing Details

Learn more about JIRA Service Desk pricing Learn more about Kayako pricing
Contact Phone

Contact Phone

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

Popular Alternatives

QUICK LINKS

QUICK LINKS

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Both Kayako and JIRA Service Desk were reviewed by a group of reliable SaaS experts who conducted a detailed study of all crucial elements of every product. Their total rating was calculated using our unique SmartScore model which gives a separate partial score to every factor such as: main functionalities, customer support, mobile device support, security, customer satisfaction as well as market presence. Here at FinancesOnline we realize useful features are not the only thing important to a business so we do our best to pay attention to all aspects of a product before giving it a final score.