# Jira Service Management vs ManageEngine ServiceDesk Plus Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **ticket management** , with users praising its intuitive interface and workflow automation. One user highlighted its efficiency in managing IT service and support operations, making it a strong choice for teams looking for streamlined processes.
- **Users say** ManageEngine ServiceDesk Plus offers a high level of **customization** , allowing for rich configurations that can be tailored to specific needs. Reviewers appreciate its flexibility and integration capabilities, which enhance its value as an ITSM solution.
- **According to verified reviews** , Jira Service Management stands out for its **real-time tracking** features, providing visibility and transparency in project status. Users find it easy to create, assign, and monitor tasks, which is crucial for effective project management.
- **Reviewers mention** that while ManageEngine ServiceDesk Plus is highly customizable, it may require more **custom coding** to fully leverage its capabilities. This can be a barrier for teams without dedicated development resources, making it less accessible for some users.
- **G2 reviewers highlight** that Jira Service Management has a more robust **integration ecosystem** , particularly with other Atlassian products. This seamless integration is a significant advantage for teams already using tools like Confluence or Bitbucket.
- **Users report** that ManageEngine ServiceDesk Plus provides a solid **help desk experience** , with features that support ticket creation and management effectively. However, it may not match the overall user satisfaction levels seen with Jira Service Management, which has a higher G2 Score reflecting broader approval.



| | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 987 | 249 | 
| **Largest Market Segment** | Mid-Market (42.9% of reviews) | Mid-Market (59.8% of reviews) | 
| **Entry Level Price** | 0/agent/month   | Starts at $1195  (For 10 technicians annually) | 

---
## Top Pros & Cons

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

### ManageEngine ServiceDesk Plus

Pros:
- Ease of Use (9 reviews)
- Features (8 reviews)

Cons:
- Complexity (4 reviews)
- Complex Setup (4 reviews)

---
## Ratings Comparison
| Rating | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
  | **Meets Requirements** | 8.8 (873 reviews) | 8.6 (221 reviews) | 
  | **Ease of Use** | 8.2 (880 reviews) | 8.5 (221 reviews) | 
  | **Ease of Setup** | 8.0 (486 reviews) | 8.1 (162 reviews) | 
  | **Ease of Admin** | 8.0 (367 reviews) | 8.4 (159 reviews) | 
  | **Quality of Support** | 8.4 (756 reviews) | 8.1 (205 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.3 (151 reviews) | 
  | **Product Direction (% positive)** | 8.7 (838 reviews) | 8.1 (213 reviews) | 

---
## Pricing

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

### ManageEngine ServiceDesk Plus

#### Entry-Level Pricing

Plan: Standard Edition help desk module

Price: Starts at $1195  (For 10 technicians annually)

Description: The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!

Key Features:
- Self service portal
- Incident management
- Active Directory integration

[Browse all 3 editions](https://www.g2.com/products/manageengine-servicedesk-plus/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 107 |
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 |

#### Ticket and Case Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (86 reviews) | 8.5 (32 reviews) | 
| **Ticket response user experience** | 9.1 (81 reviews) | 8.7 (33 reviews) | 
| **Workflow** | 8.9 (87 reviews) | 8.7 (33 reviews) | 
| **Response Automation** | 8.9 (81 reviews) | 8.9 (32 reviews) | 
| **SLA Management** | 8.8 (85 reviews) | 8.4 (33 reviews) | 
| **Attachments/Screencasts** | 8.8 (84 reviews) | 8.5 (33 reviews) | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 8.6 (32 reviews) | 
| **Customer and Contacts Database** | 8.5 (78 reviews) | 8.1 (31 reviews) | 

#### Generative AI

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 8.0 (55 reviews) | 6.8 (13 reviews) | 
| **AI Text Summarization** | 7.9 (54 reviews) | 6.9 (13 reviews) | 

#### Agentic AI - Help Desk

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (41 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (40 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (40 reviews) | Not enough data | 

#### Communication Channels

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Customer Portal** | 8.9 (81 reviews) | 8.4 (32 reviews) | 
| **Email to Case** | 8.9 (80 reviews) | 9.1 (33 reviews) | 
| **Chat/Live Support** | 8.3 (75 reviews) | 7.9 (27 reviews) | 
| **Social Integration** | 8.1 (71 reviews) | 7.1 (24 reviews) | 
| **Voice** | 7.9 (68 reviews) | 6.5 (24 reviews) | 

#### Platform

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Mobile User Support** | 8.1 (85 reviews) | 7.5 (28 reviews) | 
| **Customization ** | 8.4 (87 reviews) | 7.9 (32 reviews) | 
| **User, Role, and Access Management** | 8.9 (92 reviews) | 8.5 (34 reviews) | 
| **Integration** | 8.8 (87 reviews) | 7.8 (31 reviews) | 
| **Reporting** | 8.7 (86 reviews) | 8.2 (34 reviews) | 
| **Dashboards** | 8.6 (84 reviews) | 8.3 (33 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 206 |
| **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 |

#### Administration

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Change Management** | 8.9 (166 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (161 reviews) ✓ Verified | 8.8 (38 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | 8.9 (39 reviews) ✓ Verified | 

#### Service Desk

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Help Desk** | 8.9 (178 reviews) ✓ Verified | 9.2 (42 reviews) ✓ Verified | 
| **Incident Reports** | 8.8 (178 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (181 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 

#### Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Reporting** | 9.0 (155 reviews) ✓ Verified | 8.6 (38 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Access Management** | 8.7 (149 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (145 reviews) ✓ Verified | 8.7 (36 reviews) ✓ Verified | 
| **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | 8.1 (34 reviews) ✓ Verified | 

#### Functionality

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticketing System** | 9.2 (162 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (151 reviews) | 8.5 (38 reviews) ✓ Verified | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Automation** | 8.9 (155 reviews) ✓ Verified | 8.5 (39 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (80 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (79 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (82 reviews) | Not enough data | 
| **Adaptive Learning** | 8.3 (79 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (80 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (80 reviews) | Not enough data | 
| **Decision Making** | 8.3 (81 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 166 |
| **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 |

#### Monitoring

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 
| **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | 9.2 (30 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | 9.1 (31 reviews) ✓ Verified | 
| **AI Monitoring** | 8.5 (70 reviews) | 6.4 (6 reviews) | 

#### Management Tools

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | 9.2 (32 reviews) ✓ Verified | 
| **Standardization** | 9.0 (148 reviews) ✓ Verified | 8.7 (30 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 

#### Generative AI

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 8.0 (76 reviews) | 7.6 (12 reviews) | 
| **AI Text Summarization** | 8.3 (74 reviews) | 7.6 (12 reviews) | 

#### Agentic AI - Incident Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (60 reviews) | Not enough data | 
| **Multi-step Planning** | 8.4 (60 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (59 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (60 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (60 reviews) | Not enough data | 
| **Proactive Assistance** | 8.6 (60 reviews) | Not enough data | 
| **Decision Making** | 8.5 (60 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.6/10 | 25 |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Generative AI

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 8.3 (25 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (24 reviews) | Not enough data | 
| **Multi-step Planning** | 8.7 (24 reviews) | Not enough data | 
| **Cross-system Integration** | 9.0 (24 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (24 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (24 reviews) | Not enough data | 
| **Proactive Assistance** | 8.7 (24 reviews) | Not enough data | 
| **Decision Making** | 8.7 (24 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.5/10 | 369 |
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 |

#### Incident Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (312 reviews) | 8.7 (95 reviews) | 
| **Ticket Prioritization** | 8.8 (315 reviews) | 8.6 (95 reviews) | 
| **Ticket Notifications** | 8.8 (329 reviews) | 8.8 (99 reviews) | 
| **Knowledge Base** | 8.5 (281 reviews) | 7.9 (91 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (275 reviews) | 8.1 (89 reviews) | 

#### Reporting

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Dashboards** | 8.5 (316 reviews) | 8.3 (95 reviews) | 
| **Time Tracking** | 8.4 (302 reviews) | 8.5 (86 reviews) | 
| **Surveys** | 8.2 (231 reviews) | 8.0 (74 reviews) | 

#### Access & Usability

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Mobile** | 8.1 (226 reviews) | 7.2 (75 reviews) | 
| **Self Service** | 8.6 (282 reviews) | 8.1 (81 reviews) | 
| **Active Directory** | 8.5 (236 reviews) | 8.6 (91 reviews) | 
| **Multi-Channel Access** | 8.4 (232 reviews) | 7.9 (69 reviews) | 

#### Agentic AI - Service Desk

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (74 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (78 reviews) | Not enough data | 
| **Adaptive Learning** | 8.5 (73 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (72 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (74 reviews) | Not enough data | 
| **Decision Making** | 8.6 (73 reviews) | Not enough data | 

---
## Categories
**Shared Categories (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Jira Service Management (1):** [IT Alerting Software](https://www.g2.com/categories/it-alerting)



---
## Reviewer Demographics

### By Company Size

| Segment | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Small-Business** | 19.1% | 8.7% | 
| **Mid-Market** | 42.9% | 59.8% | 
| **Enterprise** | 38.0% | 31.5% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.7%

#### ManageEngine ServiceDesk Plus

- **Information Technology and Services:** 18.8%
- **Hospital & Health Care:** 5.0%
- **Financial Services:** 5.0%
- **Oil & Energy:** 4.2%
- **Computer & Network Security:** 2.9%
- **Health, Wellness and Fitness:** 2.9%
- **Computer Software:** 2.5%
- **Education Management:** 2.5%
- **Non-Profit Organization Management:** 2.1%
- **Hospitality:** 2.1%
- **Other:** 52.1%

---
## Alternatives

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1201 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (270 reviews)

### Alternatives to ManageEngine ServiceDesk Plus

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews) — 3.9/5 stars (60 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (270 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1201 reviews)

---
## Top Discussions

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

### ManageEngine ServiceDesk Plus

- Title: [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/jira-service-management-vs-manageengine-servicedesk-plus)