JIRA Service Management vs N-able MSP Manager comparison

Atlassian and N-able are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while N-able is ranked #23 with an average rating of 6.0. Atlassian holds a 6.3% mindshare in HDS, compared to N-able’s 1.5% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 75% of N-able 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

N-able MSP Manager

Read 5 N-able MSP Manager reviews

1,031 Views
845 Comparison Views

75% willing to recommend

JIRA Service Management

N-able MSP Manager

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and N-able MSP Manager compete in IT service management. JIRA Service Management holds an advantage in customer support flexibility and pricing, while N-able MSP Manager appeals with extensive features, offering significant value.

Features: JIRA Service Management offers customizable workflows, incident management, and integration with Atlassian tools. N-able MSP Manager provides strong asset tracking, billing automation, and centralized documentation.

Room for Improvement: JIRA Service Management could streamline its integration process, improve customer service, and offer more automation features. N-able MSP Manager would benefit from reducing initial costs, enhancing user interface simplicity, and expanding project management capabilities.

Ease of Deployment and Customer Service: N-able MSP Manager supports rapid cloud deployment and has a user-centric onboarding process. JIRA Service Management requires careful integration planning but benefits from a broad ecosystem support. N-able emphasizes community support and customer service.

Pricing and ROI: JIRA Service Management often has a lower entry cost with flexible licensing. N-able MSP Manager, despite higher initial expenses, offers features aligning with long-term MSP operations for substantial ROI. JIRA offers a favorable cost-benefit ratio for general IT needs.

To learn more, read our detailed JIRA Service Management vs. N-able MSP Manager Report (Updated: March 2026).

Buyer's Guide

JIRA Service Management vs. N-able MSP Manager

March 2026

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Helped 885,264 peers since 2012

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

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

N-able MSP Manager

Ranking in Help Desk Software

23rd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

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 N-able MSP Manager is 1.5%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.3%
N-able MSP Manager	1.5%
Other	92.2%

Help Desk Software

Featured Reviews

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

GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

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 tool is scalable."

"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."

"What I really like about this solution, is how it manages the queues, the tickets and the routing."

"I think that people should really go for it because of its ease of use."

"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."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"JIRA helps integrate Kanban Board features and for this reason what it does it does well."

"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."

More JIRA Service Management pros

"We are an MSP, and for what we do, we have one centralized dashboard, and even though we're a small IT team, we can manage a ton of clients with a lot of automated processes, even for patch management."

"This is a premier product and it has been around for a long time."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

"I am impressed with the tool's integration with our mail system."

"Don't get scared of the price tag because it's definitely worth it."

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

Cons

"Its UI is a bit overwhelming for new users."

"There should be better connections with access management. They should improve the connectivity."

"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."

"I think the performance can be better."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

"You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive."

"The interface could be made easier to use."

"JSD has some analytics, but it's pretty much basic and simple dashboards."

More JIRA Service Management cons

"Its reporting is lousy and bad. It is not as good as it should be."

"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

"The tool needs to improve its customization of the user interface."

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

"There are too many products out there. What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."

"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

Pricing and Cost Advice

"The price of the solution is becoming expensive and it should be reduced."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"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."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"I price of JIRA Service Management is reasonable."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"We need a license because we have a higher number than the free part."

More JIRA Service Management pricing and cost advice

"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."

"Don't get scared of the price tag because it's definitely worth it."

"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

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?

See all answers

What needs improvement with N-able MSP Manager?

See all answers

What is your primary use case for N-able MSP Manager?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I faced problems managing the contracts, translating them into technical topics, and ...

See all answers

What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the product capabilities in N-able MSP Manager, I can't say that the centralized custome...

See all answers

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Product Reports

Buyer's Guide

JIRA Service Management

March 2026

Download JIRA Service Management product report

Buyer's Guide

N-able MSP Manager

March 2026

Download N-able MSP Manager product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

SolarWinds LOGICnow, SolarWinds MSP Manager

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

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

Intuitive, lightweight ticketing with seamless RMM and N-central^®platform integrations.
Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
Complete customer and knowledge management with a branded portal.
Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.

N-able

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology

Buyer's Guide

JIRA Service Management vs. N-able MSP Manager

March 2026

Free Report: JIRA Service Management vs. N-able MSP Manager

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