JIRA Service Management vs Kaseya Vorex comparison

Atlassian and Kaseya are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while Kaseya is ranked #18 with an average rating of 9.0. Atlassian holds a 6.5% mindshare in HDS, compared to Kaseya’s 0.7% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 50% of Kaseya users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

Kaseya Vorex

Read 2 Kaseya Vorex reviews

318 Views
318 Comparison Views

50% willing to recommend

JIRA Service Management

Kaseya Vorex

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Kaseya Vorex compete as IT service management platforms. JIRA Service Management has an edge in pricing and integration, while Kaseya Vorex is notable for specialized managed service workflows.

Features: JIRA Service Management offers robust integration capabilities, customizable workflows, and a variety of Atlassian tool integrations, making it flexible for any IT environment. Kaseya Vorex provides project management tools, including expense tracking and invoicing, aimed at managed service providers with its comprehensive feature set.

Ease of Deployment and Customer Service: JIRA Service Management is known for straightforward cloud deployment and a strong support network based on Atlassian resources. Kaseya Vorex requires a more defined deployment process, providing direct assistance for custom setups, benefiting those seeking tailored solutions and long-term support.

Pricing and ROI: JIRA Service Management offers cost-effective pricing tiers matching different team sizes and needs, enhancing ROI with scalability. Kaseya Vorex requires a higher initial investment focused on extensive service management capabilities, delivering substantial ROI through comprehensive functionality for managed service providers.

To learn more, read our detailed JIRA Service Management vs. Kaseya Vorex Report (Updated: December 2025).

Buyer's Guide

JIRA Service Management vs. Kaseya Vorex

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

Kaseya Vorex

Ranking in Help Desk Software

18th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.5%, down from 10.5% compared to the previous year. The mindshare of Kaseya Vorex is 0.7%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
JIRA Service Management	6.5%
Kaseya Vorex	0.7%
Other	92.8%

Help Desk Software

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Rajendra Karad

Team Leader at Orient Technologies Pvt. Ltd.

Platform excels across departments but requires more focus on integration and IT management features

Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."

"Reporting and easy export to Excel spreadsheets."

"JIRA Service Management provides real-time updates to all the stakeholders, and offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version."

"We get software developed faster."

"The most valuable features of this solution are Incident and Request Management."

"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

More JIRA Service Management pros

"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."

"The platform's most valuable feature is the ability to produce daily summary reports."

Cons

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"The licensing model could be improved."

"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

"Integration could be improved."

"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."

"It should be easier to log in."

More JIRA Service Management cons

"Kaseya Vorex's customization features could be better."

Pricing and Cost Advice

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"The price of JIRA Service Management could be reduced."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

More JIRA Service Management pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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What do you like most about Kaseya Vorex?

The platform's most valuable feature is the ability to produce daily summary reports.

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What needs improvement with Kaseya Vorex?

See all answers

What advice do you have for others considering Kaseya Vorex?

There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogether different from a business model perspective. With Kaseya products, I had neve...

See all answers

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No data available

Product Reports

Buyer's Guide

JIRA Service Management

January 2026

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Buyer's Guide

Help Desk Software

December 2025

Download Kaseya Vorex product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Easily Create, Manage and Resolve all IT Service Requests and Tickets

Kaseya

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

CROWD, GetApp, Capterra, Software Advice

Buyer's Guide

JIRA Service Management vs. Kaseya Vorex

December 2025

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