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."We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The initial setup is straightforward."
"The dashboards are nicely laid out."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The automations will really help the company by delegating work the way your company operates."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"A good organizational tool."
"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."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I like the catalog features and workflow. I also like the knowledge space."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"Overall this is an easy and convenient solution to use."
"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."
"I don't think the program is very scalable."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The interface could always be updated and improved."
"There is no notification regarding language upgrades."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"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 performance in cloud service management could be improved."
"The solution’s reporting could be improved."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"I think asset management took a hit recently."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"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."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"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."
"I would like to improve the task management module and analytics."
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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, Zoho Desk, Freshservice, BMC Helix ITSM and Freshdesk. See our JIRA Service Management vs. ManageEngine ServiceDesk Plus report.
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