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."JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"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."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"Easy to use and user-friendly."
"The strength is its pricing. It is easy to use."
"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."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"There are a lot of great templates that you can take advantage of."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"I rate the solution a ten out of ten for scalability."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"In-built chat is missing in JIRA Service Management."
"Jira Service Management should be more user-friendly."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"The service delivery could be improved."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"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."
"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."
"The interface is not the best. The user interface could be more intuitive."
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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, BMC Helix ITSM, Freshdesk, PagerDuty Operations Cloud and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, Freshservice, BMC Helix ITSM, SCSM and Zoho Desk. See our JIRA Service Management vs. ManageEngine ServiceDesk Plus report.
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