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."One of the valuable features is that an automatic response or action can be taken on tickets."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The initial setup is straightforward."
"The most valuable features of this solution are Incident and Request Management."
"The initial setup is easy and straightforward."
"The flow of the reports is good."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The solution overall has been quite stable."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The GUI is very good."
"The most valuable feature is its ease of use."
"It ensures the tracking of all costs for end-user issues."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"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."
"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."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The deployment can be a bit complex, especially for those who are not technical."
"It is difficult to navigate if you don't have any prior knowledge."
"The initial setup is very complex."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"The documentation needs improving, it's difficult to find specific procedures."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"Offers very limited customizations."
"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."
"The solution, overall, is expensive."
"I would like to improve the task management module and analytics."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"The timing reporting module, and how it's used is a bit difficult to understand."
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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.
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