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."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"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."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The automations will really help the company by delegating work the way your company operates."
"JSM's best feature is the integration with other Jira products."
"It's easy to set up the solution."
"The most valuable features of this solution are Incident and Request Management."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"It's stable."
"ManageEngine provides additional modules that we can integrate in the future."
"The solution overall has been quite stable."
"The most valuable feature is its ease of use."
"The workflow automation is the most valuable feature of this solution."
"The GUI is very good."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"They need to work on the speed of Jira."
"SaaS version for large organizations (more than 2000 users) is not available."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The deployment can be a bit complex, especially for those who are not technical."
"I think the performance can be better."
"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."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The service delivery could be improved."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The UI for the app needs improvement."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
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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, Zoho Desk, BMC Helix ITSM 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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