We performed a comparison between JIRA Service Management and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"Easily integrates with other tools."
"The dashboards are nicely laid out."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The initial setup is easy and straightforward."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"This is a flexible tool for logging and tracking issues efficiently."
"JIRA Service Management is a very user-friendly solution."
"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."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"JSM's ability to handle large volumes of emails isn't great."
"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."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Generally requires the purchase of additional plugins."
"The documentation needs improving, it's difficult to find specific procedures."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"I would like to see improvement in the ability to filter completed tasks."
"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 26th 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, SolarWinds Service Desk and Freshservice.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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