We performed a comparison between JIRA Service Management and ManageEngine SupportCenter 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 most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"I think one of the most valuable things is that it's all integrated."
"The simplicity is good for our clients. The price is good."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"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."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The product is very scalable and stable when used as a help desk once it is built out."
"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."
"The most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"Integration could be improved."
"The interface could always be updated and improved."
"I think the performance can be better."
"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."
"Currently lacks an asset management module that can affect deployment."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"JIRA Service could benefit from improvements to its voice support."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"The business model for the company is to sell low and charge for customization, education or expertise."
"There is no cloud-based version and it would be helpful if it were available."
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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 and Zoho Desk. See our JIRA Service Management vs. ManageEngine SupportCenter Plus report.
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