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."The flow of the reports is good."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"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."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"I am enjoying the report features, they are quite good."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"There's no problem with the software."
"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."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The GUI is very good."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I like how it can be integrated and expanded with other ManageEngine products."
"There is no notification regarding language upgrades."
"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."
"I don't think the program is very scalable."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"There should be better connections with access management. They should improve the connectivity."
"I would like to see improvement in the ability to filter completed tasks."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The UI for the app needs improvement."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"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."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I think asset management took a hit recently."
"The product's asset management tool needs improvement."
"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, Zoho Desk, BMC Helix ITSM and SCSM. See our JIRA Service Management vs. ManageEngine ServiceDesk Plus report.
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