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JIRA Service Management vs N-able MSP Manager comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
7.1
Number of Reviews
86
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)
26th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
4
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.4%, down from 12.2% compared to the previous year. The mindshare of N-able MSP Manager is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Yazan Albaw - PeerSpot reviewer
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

"One of the valuable features is that an automatic response or action can be taken on tickets."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The stability of JIRA Service Management is good."
"The initial setup is easy and straightforward."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"A good organizational tool."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"I am impressed with the tool's integration with our mail system."
"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."
"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."
 

Cons

"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It is difficult to navigate if you don't have any prior knowledge."
"There is room for improvement in support."
"Instability happens sometimes - although not frequently."
"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."
"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."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"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."
"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."
"The tool needs to improve its customization of the user interface."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"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."
 

Pricing and Cost Advice

"The pricing is free for us because we are an associate partner for the product."
"The cost has recently increased. It might be around $20 to $25 per user license."
"It costs around $150 to $200 per user."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"We need a license because we have a higher number than the free part."
"The pricing is very competitive and I think that it is okay."
"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."
"Don't get scared of the price tag because it's definitely worth it."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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
 

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: February 2025.
837,501 professionals have used our research since 2012.