Jira Service Management vs Kayako: Which Should You Choose in 2026?
Choosing between Jira Service Management and Kayako comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
By Toolradar Team · Last updated February 28, 2026 · Methodology
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Jira Service Management
Unite teams on a single AI-powered platform to deliver service at scale.
Best for you if:
- • You want the higher-rated option (8.5/10 vs 7.2/10)
- • You want to try before committing
- • You need help desk features specifically
- • Unifies IT, HR, and other service teams on a single AI-powered platform.
- • Streamlines ITSM practices like request, incident, and change management with AI automation.
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You need workflow automation features specifically
- • Unified customer service platform combining email, chat, and social support
- • Builds complete customer journey maps across all touchpoints
| At a Glance |  Jira Service Management |  Kayako |
|---|---|---|
Price | Free + Paid | Paid |
Best For | Help Desk | Workflow Automation |
Rating | 85/100 | 72/100 |
| Feature | Jira Service Management | Kayako |
|---|---|---|
| Pricing Model | Freemium | Paid |
| Editorial Score | 85 | 72 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 0 |
| Categories | Help DeskWorkflow Automation | Workflow AutomationAI for Customer Service |
How Jira Service Management and Kayako Compare
Jira Service Management
Unite teams on a single AI-powered platform to deliver service at scale.
Free tier available · 85/100 score
Kayako
Unified customer service platform for modern support teams
Paid · 72/100 score
Jira Service Management is a help desk tool. Kayako is in workflow automation.
Who Should Use What?
On a budget?
Jira Service Management has a free tier. Kayako is paid only.
Go with: Jira Service Management
Want the highest-rated option?
Jira Service Management: 85/100. Kayako: 72/100.
Go with: Jira Service Management
Value user reviews?
Neither has user reviews yet.
Go with: Jira Service Management
3 Questions to Help You Decide
What's your budget?
Jira Service Management is freemium. Kayako is paid. Jira Service Management lets you start free.
What's your use case?
Jira Service Management is a help desk tool. Kayako is in workflow automation. Pick the category that matches your needs.
How important are ratings?
Jira Service Management scores higher: 85/100 vs 72/100.
Key Takeaways
Jira Service Management
- Higher score: 85/100 vs 72
- Free tier available
- Our pick for this comparison
Kayako
- Better fit for workflow automation
The Bottom Line
Jira Service Management (85/100) is our pick.
Frequently Asked Questions
Is Jira Service Management or Kayako better?
Jira Service Management scores 85/100 in our evaluation. Jira Service Management is freemium and Kayako is paid.
What are Jira Service Management and Kayako used for?
Jira Service Management: Unite teams on a single AI-powered platform to deliver service at scale.. Kayako: Unified customer service platform for modern support teams.
What does Jira Service Management cost vs Kayako?
Jira Service Management is freemium (free tier + paid plans). Kayako is a paid tool. Visit their websites for detailed pricing.