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JIRA Service Management vs N-able MSP Manager comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

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
6.5
Number of Reviews
78
Ranking in other categories
No ranking in other categories
N-able MSP Manager
Ranking in Help Desk Software
24th
Ranking in IT Service Management (ITSM)
28th
Average Rating
8.4
Number of Reviews
4
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.1%, down from 12.1% compared to the previous year. The mindshare of N-able MSP Manager is 0.8%, down from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…
Yazan Albaw - PeerSpot reviewer
Sep 4, 2024
N-able MSP Manager centralizes service management, automates ticketing, and enhances client communication for streamlined IT operations.
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client. Currently, we have to manually enter each contact’s details one by one, including their name, last name, password, and other information. It would be much more efficient if we could import contacts in bulk, perhaps using an Excel sheet or another import method. Additionally, it would be highly beneficial if MSP Manager could integrate with multiple RMM solutions. At the moment, we're limited to integrating with just one RMM, Expanding this capability would greatly enhance the versatility and value of MSP Manager.

Quotes from Members

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

Pros

"We get software developed faster."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The dashboards in Jira have been the most useful feature."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I think one of the most valuable things is that it's all integrated."
"Auditing team uses this solution to track audit findings and follow-up."
"The tool's stability is very good."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."
"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

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The deployment can be a bit complex, especially for those who are not technical."
"I think the performance can be better."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"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 does not allow customization of reports."
"The tool needs to improve its customization of the user interface."
"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."
"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."
 

Pricing and Cost Advice

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"The pricing is free for us because we are an associate partner for the product."
"The price of the solution is becoming expensive and it should be reduced."
"I price of JIRA Service Management is reasonable."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"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
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
Computer Software Company
31%
Financial Services Firm
10%
Retailer
9%
Media Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
What do you like most about N-able MSP Manager?
I am impressed with the tool's integration with our mail system.
What needs improvement with N-able MSP Manager?
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client...
What is your primary use case for N-able MSP Manager?
At We Cybers, we utilize multiple N-able products, including RMM, EDR, and Passportal. N-able MSP Manager seamlessly integrates our ticketing system with both RMM Insight and N-central, enabling au...
 

Also Known As

JIRA Service Desk
SolarWinds LOGICnow, SolarWinds MSP Manager
 

Learn More

 

Overview

 

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
Find out what your peers are saying about JIRA Service Management vs. N-able MSP Manager and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.