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."A good organizational tool."
"We get software developed faster."
"The initial setup is straightforward."
"Allows customized processes for our service contracts."
"Transparency of the system helps both internal and external persons involved."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Reporting and easy export to Excel spreadsheets."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"There's no problem with the software."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"I like the catalog features and workflow. I also like the knowledge space."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The product scales up effortlessly and you can easily add users."
"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."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"I don't think the program is very scalable."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"In-built chat is missing in JIRA Service Management."
"The product could improve its asset management."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"JIRA Service could benefit from improvements to its voice support."
"The service delivery could be improved."
"The UI for the app needs improvement."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"I would like to improve the task management module and analytics."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
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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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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