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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 main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Easily integrates with other tools."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Useful for tracking issues with development."
"Easy to use and user-friendly."
"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."
"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."
 

Cons

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"They need to work on the speed of Jira."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Currently lacks an asset management module that can affect deployment."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"The interface could be made easier to use. While it is not the worst, there is still room for improvement."
"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."
"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."
"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."
 

Pricing and Cost Advice

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"It costs around $150 to $200 per user."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"The price of JIRA Service Management could be reduced."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"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."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"It is one of the premium products on the market, but it is very costly, especially in the Indian 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."
"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.