Jira Service Management vs. SymphonyAI IT Service Management

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

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It is best for handling daily incidents and change records in the organization. And also provide features like which incident will have higher priority, and which have less and on the basis of that developer do their daily activities to resolve them. It also helps in managing our compliance change logs, which help the compliance team.

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• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• The Design Studio is an easy solution for L3 support professionals to improve existing workflows without technical support quickly.
• The process and UI are more seamless, robust, and attractive than existing solutions.
• The copilot AI addition has removed a lot of repetitive tasks and improved UX.

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• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

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• Business Rule Designer - Since it has many automation we are unable to use it properly, because of BRD related jobs not getting executed
• Creation of sub tenant under tenant
• 5 why analysis method in the problem management can be designed more efficiently rather than its designed now

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The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.

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I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.

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I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

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The main reason for choosing Symphony Summit is the customization. We wanted to have a separate tool for our business unit. Compared to ServiceNow, which requires a license to approve a request, Symphony does not require a license. In addition, it is much easier to customize and scale.

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• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

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• When rolled out in its entirety, SymphonyAI is expected to directly reduce the CTC of technical user support by 40%.
• SymphonyAI has dramatically improved user experience, helping NPS levels cross over 60%.
• It has been instrumental in deploying workflows to production by more than 50%.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info