We performed a comparison between JIRA Service Management and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Useful for tracking issues with development."
"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 product is not lacking anything that a QA will want to use."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"Reporting and easy export to Excel spreadsheets."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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."
"The solution needs to be integrated better with Office X5."
"There should be better connections with access management. They should improve the connectivity."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"Generally requires the purchase of additional plugins."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"The product is very difficult to use and configure and requires specialists."
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JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. JIRA Service Management is rated 8.2, while ManageEngine SupportCenter Plus is rated 7.8. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support.
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