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."JSM's best feature is the integration with other Jira products."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"It's easy to set up the solution."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Its integration is most valuable. It is pretty open for integration."
"Easily integrates with other tools."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"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."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The solution overall has been quite stable."
"The solution is free for up to five users."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I rate the solution a ten out of ten for scalability."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"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."
"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 is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"The pricing could be better."
"The solution, overall, is expensive."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"I think asset management took a hit recently."
"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."
"The product needs to allow for implementation for other departments besides the IT help desk."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
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.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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