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Compare Jira Service Management and ManageEngine ServiceDesk Plus 
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ManageEngine ServiceDesk Plus
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At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Mid-Market (59.2% of reviews)
Entry-Level Pricing
0/agent/month
Starts at $1195 (For 10 technicians annually)
Jira Service Management
Star Rating
(949)4.3 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansManageEngine ServiceDesk Plus
Star Rating
(240)4.2 out of 5
Market Segments
Mid-Market (59.2% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that ManageEngine ServiceDesk Plus excels in its Asset Management capabilities, with a score of 9.8, allowing for comprehensive tracking and management of IT assets. In contrast, Jira Service Management received a slightly lower score of 8.5 in this area, indicating that while it offers asset management features, they may not be as robust.
- Reviewers mention that the Ticket Creation User Experience in Jira Service Management is rated higher at 8.9 compared to ManageEngine's 8.2, suggesting that users find it easier and more intuitive to create tickets in Jira.
- G2 users highlight the superior Workflow Management in ManageEngine ServiceDesk Plus, scoring 9.6, which allows for better customization and automation of processes. Jira Service Management, while still strong, scored 8.9, indicating it may not offer the same level of flexibility.
- Users on G2 report that the Generative AI Text Generation feature in Jira Service Management is rated higher at 8.1 compared to ManageEngine's 7.8, suggesting that Jira's AI capabilities may provide more effective support for generating and summarizing text.
- Reviewers say that the Help Desk functionality in ManageEngine ServiceDesk Plus is rated at 9.1, which is higher than Jira's 8.9, indicating that users may find ManageEngine's help desk features more effective for their needs.
- Users report that the Integration capabilities of Jira Service Management are rated significantly higher at 9.0 compared to ManageEngine's 7.5, suggesting that Jira offers a more seamless experience when connecting with other tools and platforms.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
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!
- Self service portal
- Incident management
- Active Directory integration
Free Trial
Jira Service Management
Free Trial is available
ManageEngine ServiceDesk Plus
Free Trial is available
Ratings
Meets Requirements
8.7
840
8.6
215
Ease of Use
8.2
847
8.5
215
Ease of Setup
8.0
455
8.1
156
Ease of Admin
8.0
359
8.4
156
Quality of Support
8.4
724
8.2
200
Has the product been a good partner in doing business?
8.7
336
8.3
148
Product Direction (% positive)
8.7
809
8.2
207
Features by Category
Ticket and Case Management
9.0
82
8.5
32
9.0
80
8.7
33
8.9
81
8.6
32
8.9
79
8.9
31
8.8
78
8.4
32
8.8
80
8.5
33
9.2
79
8.6
32
8.5
78
8.1
31
Generative AI
8.0
55
6.8
13
7.9
54
6.9
13
Agentic AI - Help Desk
8.4
42
Not enough data
8.6
41
Not enough data
8.4
41
Not enough data
Communication Channels
8.9
81
8.4
32
8.9
81
9.1
33
8.3
74
7.9
27
8.1
72
7.1
24
7.9
69
6.5
24
Platform
8.1
83
7.4
27
8.5
85
7.9
31
8.8
84
8.6
33
8.9
80
7.8
31
8.7
82
8.3
33
8.7
79
8.3
32
Administration
8.9
166
|
Verified
8.8
38
|
Verified
8.5
160
|
Verified
8.8
38
|
Verified
8.9
171
|
Verified
8.9
39
|
Verified
Service Desk
8.9
177
|
Verified
9.2
41
|
Verified
8.8
177
|
Verified
8.9
41
|
Verified
8.8
176
|
Verified
8.8
40
|
Verified
Management
9.0
153
|
Verified
8.6
37
|
Verified
8.9
148
|
Verified
8.6
35
|
Verified
8.7
149
|
Verified
8.6
35
|
Verified
8.6
144
|
Verified
8.7
36
|
Verified
8.6
140
|
Verified
8.1
34
|
Verified
Functionality
9.1
158
|
Verified
9.1
38
|
Verified
8.8
150
8.5
38
|
Verified
8.7
155
|
Verified
8.8
36
|
Verified
8.9
152
|
Verified
8.5
38
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
81
Not enough data
8.5
80
Not enough data
8.3
80
Not enough data
8.4
80
Not enough data
8.3
81
Not enough data
8.2
81
Not enough data
8.3
82
Not enough data
Monitoring
8.9
146
|
Verified
8.9
29
|
Verified
9.0
150
|
Verified
9.2
30
|
Verified
9.1
147
|
Verified
9.1
31
|
Verified
8.5
70
6.4
6
Management Tools
9.1
149
|
Verified
9.2
32
|
Verified
9.0
148
|
Verified
8.7
30
|
Verified
9.0
136
|
Verified
8.9
29
|
Verified
Generative AI
8.1
77
7.6
12
8.3
75
7.6
12
Agentic AI - Incident Management
8.4
61
Not enough data
8.4
61
Not enough data
8.5
60
Not enough data
8.6
61
Not enough data
8.6
61
Not enough data
8.6
61
Not enough data
8.6
61
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
303
8.7
93
8.8
313
8.6
94
8.8
323
8.8
98
8.4
278
8.0
90
8.5
275
8.1
88
Reporting
8.5
307
8.4
94
8.4
301
8.5
85
8.2
231
8.1
73
Access & Usability
8.1
227
7.2
74
8.6
274
8.1
80
8.5
236
8.5
90
8.4
231
7.9
67
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
73
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and ManageEngine ServiceDesk Plus are categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and Help Desk
Unique Categories
Jira Service Management is categorized as IT Alerting
ManageEngine ServiceDesk Plus has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
31.2%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.2%
Other
40.2%
Information Technology and Services
19.2%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.7%
Alternatives
Discussions
Is Jira a service management tool?
2 Comments
MH
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...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
ManageEngine ServiceDesk Plus has no discussions with answers
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