# Jira Service Management vs ManageEngine ServiceDesk Plus Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in user satisfaction, boasting a significantly higher overall score compared to ManageEngine ServiceDesk Plus. Users appreciate its seamless integration with the Atlassian suite, which enhances collaboration and support across teams.
- **Users say** that ManageEngine ServiceDesk Plus offers a comprehensive range of features, particularly for inventory management and problem logging. Reviewers highlight its ability to integrate with various tools, making it a versatile option for organizations looking for a robust helpdesk solution.
- **According to verified reviews** , Jira Service Management is praised for its ease of use, especially for non-IT teams. Users find it straightforward to track the development lifecycle and manage tasks, which contributes to a more efficient support process.
- **Reviewers mention** that while ManageEngine ServiceDesk Plus has a solid feature set, some users experience challenges with configuration and customization. This can impact the overall user experience, especially for teams with specific workflow needs.
- **G2 reviewers highlight** that Jira Service Management benefits from a larger volume of recent reviews, indicating a more up-to-date user experience. This is crucial for potential buyers looking for a solution that evolves with current market demands.
- **Users report** that ManageEngine ServiceDesk Plus provides a good balance of features and support, with many appreciating its customization options. However, it may not match the intuitive user experience that Jira Service Management offers, particularly in ticket creation and response processes.



| | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 977 | 249 | 
| **Largest Market Segment** | Mid-Market (43.2% 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 (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 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** | 8.7 (865 reviews) | 8.6 (221 reviews) | 
  | **Ease of Use** | 8.2 (872 reviews) | 8.5 (221 reviews) | 
  | **Ease of Setup** | 8.0 (478 reviews) | 8.1 (162 reviews) | 
  | **Ease of Admin** | 8.0 (366 reviews) | 8.4 (159 reviews) | 
  | **Quality of Support** | 8.4 (748 reviews) | 8.1 (205 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (343 reviews) | 8.3 (151 reviews) | 
  | **Product Direction (% positive)** | 8.7 (830 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 | 103 |
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 |

#### Ticket and Case Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (85 reviews) | 8.5 (32 reviews) | 
| **Ticket response user experience** | 9.1 (81 reviews) | 8.7 (33 reviews) | 
| **Workflow** | 8.9 (85 reviews) | 8.7 (33 reviews) | 
| **Response Automation** | 8.9 (80 reviews) | 8.9 (32 reviews) | 
| **SLA Management** | 8.8 (82 reviews) | 8.4 (33 reviews) | 
| **Attachments/Screencasts** | 8.8 (82 reviews) | 8.5 (33 reviews) | 
| **Ticket Collaboration** | 9.2 (81 reviews) | 8.6 (32 reviews) | 
| **Customer and Contacts Database** | 8.5 (77 reviews) | 8.1 (31 reviews) | 

#### Generative AI

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 7.9 (54 reviews) | 6.8 (13 reviews) | 
| **AI Text Summarization** | 7.9 (53 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 (73 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 (84 reviews) | 7.5 (28 reviews) | 
| **Customization ** | 8.4 (86 reviews) | 7.9 (32 reviews) | 
| **User, Role, and Access Management** | 8.9 (89 reviews) | 8.5 (34 reviews) | 
| **Integration** | 8.8 (84 reviews) | 7.8 (31 reviews) | 
| **Reporting** | 8.7 (84 reviews) | 8.2 (34 reviews) | 
| **Dashboards** | 8.7 (81 reviews) | 8.3 (33 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Jira Service Management** | 8.7/10 | 204 |
| **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 (160 reviews) ✓ Verified | 8.8 (38 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (171 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 (179 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 

#### Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Reporting** | 9.0 (154 reviews) ✓ Verified | 8.6 (38 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (147 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Access Management** | 8.7 (148 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (144 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 (160 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | 
| **Performance Logging** | 8.8 (150 reviews) | 8.5 (38 reviews) ✓ Verified | 
| **Alerting** | 8.7 (154 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Automation** | 8.9 (154 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 | 164 |
| **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 (69 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 (135 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** | 8.4/10 | 361 |
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 |

#### Incident Management

| Feature | Jira Service Management | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (308 reviews) | 8.7 (95 reviews) | 
| **Ticket Prioritization** | 8.8 (314 reviews) | 8.6 (95 reviews) | 
| **Ticket Notifications** | 8.8 (327 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 (311 reviews) | 8.3 (95 reviews) | 
| **Time Tracking** | 8.4 (301 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 (281 reviews) | 8.1 (81 reviews) | 
| **Active Directory** | 8.5 (235 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 (73 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (73 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (76 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** | 8.4 (73 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** | 18.9% | 8.7% | 
| **Mid-Market** | 43.2% | 59.8% | 
| **Enterprise** | 37.9% | 31.5% | 

### By Industry

#### Jira Service Management

- **Information Technology and Services:** 31.0%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

#### 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 (1335 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1143 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (953 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 (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4302 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)

### Alternatives to ManageEngine ServiceDesk Plus

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1864 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 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) — 3.9/5 stars (525 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 (294 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1143 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 3.9/5 stars (224 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)