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 makes the IT department more transparent and helps the employees."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The stability of JIRA Service Management is good."
"The automations will really help the company by delegating work the way your company operates."
"The simplicity is good for our clients. The price is good."
"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."
"Useful for tracking issues with development."
"The solution has a great filtering feature."
"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."
"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."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JSM's ability to handle large volumes of emails isn't great."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"They need to work on the speed of Jira."
"There is no notification regarding language upgrades."
"There is room for improvement in support."
"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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