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Compare Jira Service Management and ManageEngine ServiceDesk Plus MSP 
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At a Glance
Market Segments
Mid-Market (42.9% of reviews)
Mid-Market (53.8% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(955)4.3 out of 5
Market Segments
Mid-Market (42.9% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansManageEngine ServiceDesk Plus MSP
Star Rating
(15)4.4 out of 5
Market Segments
Mid-Market (53.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ManageEngine ServiceDesk Plus MSPSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Jira Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to ManageEngine ServiceDesk Plus MSP. Users appreciate its seamless integration with the Atlassian suite, which enhances collaboration across teams.
- Users say that Jira Service Management offers a more intuitive experience for both IT and non-IT teams, making it easier to provide customer support. Recent feedback highlights its ability to track the development lifecycle and manage tasks effectively, which is a standout feature for many.
- According to verified reviews, ManageEngine ServiceDesk Plus MSP shines in its configurability, allowing organizations to tailor workflows to their specific needs. Users have noted that this flexibility helps streamline processes and improve efficiency, making it a good fit for diverse IT environments.
- Reviewers mention that while both products have similar ease of use ratings, ManageEngine ServiceDesk Plus MSP offers multiple customizable ticket views. This feature caters to different IT personalities, allowing users to organize their tasks in a way that suits their individual work styles.
- G2 reviewers highlight that Jira Service Management has a more robust support system, with higher ratings for quality of support. Users have expressed satisfaction with the responsiveness and helpfulness of the support team, which can be crucial for resolving issues quickly.
- Users note that ManageEngine ServiceDesk Plus MSP has a slight edge in meeting specific requirements, with some reviewers praising its ability to adapt to unique organizational needs. However, the lack of recent reviews suggests that its current user experience may not be as up-to-date as that of Jira Service Management.
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 MSP
No pricing availableFree Trial
Jira Service Management
Free Trial is available
ManageEngine ServiceDesk Plus MSP
No trial information availableRatings
Meets Requirements
8.7
845
9.2
10
Ease of Use
8.2
852
8.2
10
Ease of Setup
8.0
460
7.8
6
Ease of Admin
8.0
364
8.3
6
Quality of Support
8.4
729
8.3
9
Has the product been a good partner in doing business?
8.7
341
8.9
6
Product Direction (% positive)
8.7
814
6.5
10
Features by Category
Ticket and Case Management
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Not enough data
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
171
|
Verified
Not enough data
Service Desk
8.9
177
|
Verified
Not enough data
8.8
177
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
Management
9.0
153
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
144
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.2
159
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
152
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
80
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Not enough data
9.0
149
|
Verified
Not enough data
9.1
146
|
Verified
Not enough data
8.5
69
Not enough data
Management Tools
9.1
149
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.0
135
|
Verified
Not enough data
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
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
306
Not enough data
8.8
314
9.3
5
8.8
324
8.9
6
8.4
280
7.3
5
8.5
276
6.7
5
Reporting
8.5
309
8.3
6
8.4
301
7.8
6
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
276
Not enough data
8.5
236
8.3
5
8.4
231
Not enough data
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
74
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and ManageEngine ServiceDesk Plus MSP are categorized as Service Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, IT Alerting, and Help Desk
ManageEngine ServiceDesk Plus MSP 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 MSP
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
31.0%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.5%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
23.1%
Government Administration
15.4%
Retail
7.7%
Pharmaceuticals
7.7%
Insurance
7.7%
Other
38.5%
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
What is Jira Service Management used for?
2 Comments
SP
the tool is basically used for ticketing the IR or the Incident management processRead 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
ManageEngine ServiceDesk Plus MSP has no discussions with answers
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