We performed a comparison between JIRA Service Management and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We get software developed faster."
"Easy to use and user-friendly."
"It scales well."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"Transparency of the system helps both internal and external persons involved."
"This solution has helped us a great deal in project management tracking and forecasting."
"It makes the IT department more transparent and helps the employees."
"The solution overall has been quite stable."
"The workflow automation is the most valuable feature of this solution."
"This solution has provided a way to manage request tracking and resolution."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"Incident Management is a good feature."
"The most valuable feature is the ticketing system which is working well."
"I like the catalog features and workflow. I also like the knowledge space."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"There is room for improvement in support."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"JIRA Service Management could include more AI features."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"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."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"Lacks some flexibility in the configuration of workflows."
"The documentation could be improved."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The product needs to allow for implementation for other departments besides the IT help desk."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
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JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. JIRA Service Management is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". JIRA Service Management is most compared with ServiceNow, Freshdesk, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, Freshservice, BMC Helix ITSM, Zoho Desk and SCSM. See our JIRA Service Management vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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