We performed a comparison between JIRA Service Management and Samanage 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 simplicity is good for our clients. The price is good."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"We get software developed faster."
"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."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"The dashboards in Jira have been the most useful feature."
"The initial setup is straightforward."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"Integration could be improved."
"I think the performance can be better."
"Jira Service Management should be more user-friendly."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"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."
"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."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"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."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Samanage is ranked 24th in Help Desk Software with 3 reviews. JIRA Service Management is rated 8.2, while Samanage is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Samanage is most compared with ServiceNow and SolarWinds Service Desk. See our JIRA Service Management vs. Samanage report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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