We performed a comparison between JIRA Service Management and Samanage 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 features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The initial setup is straightforward."
"Auditing team uses this solution to track audit findings and follow-up."
"The customer portal allows users to register tickets themselves."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"There is room for improvement in support."
"I think the performance can be better."
"JSM's ability to handle large volumes of emails isn't great."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"JIRA Service Management could include more AI features."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Samanage is ranked 24th in Help Desk Software with 3 reviews. JIRA Service Management is rated 8.2, while Samanage is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas Samanage is most compared with ServiceNow and SolarWinds Service Desk. See our JIRA Service Management vs. Samanage report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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