Jira Service Management vs Kayako

Choosing between Jira Service Management and Kayako? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

ITSMAtlassianIT teamsEmailLive chatLegacy

When to choose Jira Service Management

  • Deep integration with Jira/Confluence
  • Excellent ITSM features
  • Robust asset management

When to choose Kayako

  • Unified customer journey
  • Good live chat

Key differences between Jira Service Management and Kayako

FactorJira Service ManagementKayako
Best fitenterprise and mid-market teamssmall and mid-sized support teams
Starting priceFrom $21/agent/moFrom $15/agent/mo
G2-style rating4.2/54/5
Main focusITSM workflows, service requests, and asset-related supportAI-assisted support and automation
Categoryitsm, enterprisesmb

Jira Service Management limitations

  • UI is very IT-focused
  • Complex pricing structure
  • Steep learning curve for non-technical teams

Kayako limitations

  • Product development has slowed down
  • Support can be unresponsive

Switching from Jira Service Management to Kayako or the other way around?

Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.

Plan a migration

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