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."There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The initial setup is straightforward."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"This solution has helped us a great deal in project management tracking and forecasting."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Allows customized processes for our service contracts."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The most valuable feature is its ease of use."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The solution is free for up to five users."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"ManageEngine provides additional modules that we can integrate in the future."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"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."
"They need to work on the speed of Jira."
"I would like to see improvement in the ability to filter completed tasks."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"This solution lacks features for project management."
"Cost has prohibited us from switching entirely to this solution."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"The timing reporting module, and how it's used is a bit difficult to understand."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"I would like to improve the task management module and analytics."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"The solution, overall, is expensive."
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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.
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