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."The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Transparency of the system helps both internal and external persons involved."
"The flow of the reports is good."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Great to be able to create customized forms."
"The automations will really help the company by delegating work the way your company operates."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"I rate the solution a ten out of ten for scalability."
"There are a lot of great templates that you can take advantage of."
"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."
"The GUI is very good."
"The workflow automation is the most valuable feature of this solution."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"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 deployment can be a bit complex, especially for those who are not technical."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The solution needs to be integrated better with Office X5."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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."
"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."
"The product needs to allow for implementation for other departments besides the IT help desk."
"Lacks some flexibility in the configuration of workflows."
"I would like to improve the task management module and analytics."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Improvement is needed in the Software Assets Management functionality."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
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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, Freshdesk, BMC Helix ITSM, PagerDuty Operations Cloud and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, Freshservice, BMC Helix ITSM, Zoho Desk and SCSM. See our JIRA Service Management vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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