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JIRA Service Management vs ManageEngine SupportCenter Plus comparison

Atlassian and ManageEngine are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while ManageEngine is ranked #24 with an average rating of 4.0. Atlassian holds a 6.3% mindshare in HDS, compared to ManageEngine’s 1.1% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 66% of ManageEngine users who would recommend it.
JIRA Service Management
Read 88 JIRA Service Management reviews
  • 6,041 Views
  • 4,410 Comparison Views
93% willing to recommend
ManageEngine SupportCenter ...
Read 5 ManageEngine SupportCenter Plus reviews
  • 699 Views
  • 685 Comparison Views
66% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and ManageEngine SupportCenter Plus are competing IT service management solutions. JIRA Service Management holds an edge in integration capabilities and extensibility, making it ideal for organizations seeking a comprehensive workflow management solution. Meanwhile, ManageEngine SupportCenter Plus excels in customer service features and ease of use, making it a good choice for businesses prioritizing simplicity and effectiveness.

Features: JIRA Service Management offers robust automation, seamless integration with Atlassian products, and extensive customization options, making it well-suited for agile environments. ManageEngine SupportCenter Plus comes with a comprehensive suite of tools focusing on incident management, asset management, and self-service portals.

Room for Improvement: JIRA Service Management could enhance its user interface for non-technical users, simplify its customization to reduce the complexity for new users, and improve native mobile app functionalities. ManageEngine SupportCenter Plus may enhance integration capabilities with third-party applications, expand customization options, and improve reporting features for deeper analytics.

Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus provides a smooth deployment process and strong support infrastructure, enhancing its user-friendliness. JIRA Service Management also offers an easy deployment process supported by comprehensive documentation and community resources, though ManageEngine’s guidance throughout deployment gives it a slight advantage.

Pricing and ROI: JIRA Service Management tends to have a higher upfront setup cost but offers a significant ROI for companies leveraging its agile project management capabilities. ManageEngine SupportCenter Plus is more economical with a quick ROI due to its focused service management features and initial low-cost appeal. The choice in pricing benefits is contingent on organizational needs for broad versus focused IT service management features.

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To learn more, read our detailed JIRA Service Management vs. ManageEngine SupportCenter Plus Report (Updated: March 2026).
Buyer's Guide
JIRA Service Management vs. ManageEngine SupportCenter Plus
March 2026
Download the complete report
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
88
Ranking in other categories
IT Service Management (ITSM) (2nd)
ManageEngine SupportCenter ...
Ranking in Help Desk Software
24th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.3%, down from 9.8% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 1.1%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
JIRA Service Management6.3%
ManageEngine SupportCenter Plus1.1%
Other92.6%
Help Desk Software
 

Featured Reviews

Sohaib Ahmad - PeerSpot reviewer
Sohaib Ahmad
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
Read full review
reviewer2650164 - PeerSpot reviewer
reviewer2650164
VP of IT at a aerospace/defense firm with 51-200 employees
Manual ticketing features hinder workflow, but cost-effective ticket management is ensured
We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The basic configuration and the basic abilities provided are the most valuable aspects of the solution."
"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"Jira lets us customize the workflow to meet our requirements."
"The most valuable feature of this solution is that it is user-friendly."
"This is a flexible tool for logging and tracking issues efficiently."
"The customization is the most valuable aspect of the solution, as I can customize full workflows and it is very flexible, and we can use mail if we want to open requests as well."
"The stability of JIRA Service Management is good."
"It's easy to set up the solution."
More JIRA Service Management pros
"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."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"The most valuable features are the ITIL compliance and billing."
"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."
"Their technical support has been very helpful and is very good."
More ManageEngine SupportCenter Plus pros
 

Cons

"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The solution should be more formalized. It could be more user-friendly."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"An improvement they could add is a better management dashboard."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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."
More JIRA Service Management cons
"I would like to see some kind of project management or portfolio management in a future version."
"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."
"The product is very difficult to use and configure and requires specialists."
"There is no cloud-based version and it would be helpful if it were available."
"ManageEngine, in my experience, fosters that type of environment; it doesn't have an easy button, a graphic user interface, ease-of-use, and ease-of-dev — the product does not have any of that."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The tech support is terrible and that seems to be a part of their business plan."
More ManageEngine SupportCenter Plus cons
 

Pricing and Cost Advice

"It costs around $150 to $200 per user."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"The price of JIRA Service Management could be reduced."
"The pricing is very competitive and I think that it is okay."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"We have paid $20,000 recently for a one-year license for our on-prem server."
More JIRA Service Management pricing and cost advice
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
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Top Industries

By visitors reading reviews
Financial Services Firm
9%
Manufacturing Company
9%
Computer Software Company
8%
Educational Organization
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise24
Large Enterprise33
No data available
 

Questions from the Community

What is your favorite Help Desk Software and why?
JIRA Due to its agility.
See all answers
What is your experience regarding pricing and costs for JIRA Service Management?
The price is actually reasonable.
See all answers
What needs improvement with JIRA Service Management?
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, t...
See all answers
What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.
See all answers
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...
See all answers
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
See all answers
 

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Product Reports

Buyer's Guide
JIRA Service Management
March 2026
JIRA Service Management reportDownload JIRA Service Management product report
Buyer's Guide
Help Desk Software
March 2026
ManageEngine SupportCenter Plus reportDownload ManageEngine SupportCenter Plus product report
 

Also Known As

JIRA Service Desk, Atlassian Jira Service Management
No data available
 

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?
  • Customizable Workflows: Adapt workflows to meet business needs.
  • Integration: Seamlessly connects with other tools, including Jira and Confluence.
  • Real-Time Updates: Keeps teams informed and synchronized.
  • Automation: Reduces manual tasks with automated processes.
  • Scalability: Grows with organizations, accommodating increasing demands.
What benefits and ROI can be expected from JIRA Service Management?
  • Efficiency Gains: Improves operational efficiency through streamlined processes.
  • User-Friendly Interface: Simplifies adoption with intuitive navigation.
  • Comprehensive Reporting: Provides valuable insights to drive decisions.
  • Quick Setup: Fast deployment enhances time-to-value.
  • SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine
 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Buyer's Guide
JIRA Service Management vs. ManageEngine SupportCenter Plus
March 2026
Free Report: JIRA Service Management vs. ManageEngine SupportCenter Plus
Find out what your peers are saying about JIRA Service Management vs. ManageEngine SupportCenter Plus and other solutions. Updated: March 2026.
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