We performed a comparison between JIRA Service Management and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The visibility features are great."
"The customer portal with connection with our knowledge base has been most valuable."
"Allows customized processes for our service contracts."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The stability of JIRA Service Management is good."
"The dashboards are nicely laid out."
"Easy to use and user-friendly."
"A good organizational tool."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"I would like to see improvement in the ability to filter completed tasks."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The initial setup is very complex."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"JIRA Service could benefit from improvements to its voice support."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. JIRA Service Management is rated 8.2, while Samanage is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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