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."The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"The stability of JIRA Service Management is good."
"The simplicity is good for our clients. The price is good."
"The customer portal allows users to register tickets themselves."
"The flow of the reports is good."
"A good organizational tool."
"This is a flexible tool for logging and tracking issues efficiently."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"I like how it can be integrated and expanded with other ManageEngine products."
"The solution overall has been quite stable."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The solution offers a lot of opportunities for integrations."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"There's no problem with the software."
"I am enjoying the report features, they are quite good."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The product could improve its asset management."
"In-built chat is missing in JIRA Service Management."
"There is room for improvement in support."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"Cost has prohibited us from switching entirely to this solution."
"The performance in cloud service management could be improved."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"The solution, overall, is expensive."
"There's no native integrations between the systems."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The product's asset management tool needs improvement."
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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.
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