# Jira Service Management vs ManageEngine ServiceDesk Plus MSP Comparison --- ## AI Generated Summary - **G2 reviewers report** that Jira Service Management excels in overall user satisfaction, with a significantly higher G2 Score compared to ManageEngine ServiceDesk Plus MSP. Users appreciate its **intuitive ticket management** and **workflow automation** , which streamline IT service operations effectively. - **Users say** that the implementation process for Jira Service Management is notably quick and user-friendly. Recent feedback highlights its **customizable service desks** and seamless integration with the Atlassian ecosystem, making it a preferred choice for organizations undergoing digital transformation. - **Reviewers mention** that ManageEngine ServiceDesk Plus MSP offers strong customization options, allowing users to modify workflows to fit their specific organizational needs. This flexibility is praised, particularly for its **multiple ticket views** that cater to different IT/HelpDesk personalities. - **According to verified reviews** , both products have similar scores for ease of use, but Jira Service Management stands out with its **real-time tracking** capabilities, which enhance visibility and transparency for project status and ownership, a feature that users find invaluable. - **G2 reviewers highlight** that while ManageEngine ServiceDesk Plus MSP has a slightly higher score for meeting specific requirements, Jira Service Management's robust features, such as **task and issue tracking** , provide a more comprehensive solution for managing IT support operations. - **Users express** that the quality of support for Jira Service Management is commendable, with a score that reflects positive experiences. In contrast, ManageEngine ServiceDesk Plus MSP also receives favorable feedback, but its overall market presence and recent review activity suggest that Jira may offer a more reliable support experience. | | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | | **Total Reviews** | 988 | 15 | | **Largest Market Segment** | Mid-Market (42.9% of reviews) | Mid-Market (53.8% of reviews) | | **Entry Level Price** | 0/agent/month | No pricing available | --- ## 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 MSP **Not enough data** --- ## Ratings Comparison | Rating | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Meets Requirements** | 8.8 (875 reviews) | 9.2 (10 reviews) | | **Ease of Use** | 8.3 (882 reviews) | 8.2 (10 reviews) | | **Ease of Setup** | 8.0 (488 reviews) | 7.8 (6 reviews) | | **Ease of Admin** | 8.0 (367 reviews) | 8.3 (6 reviews) | | **Quality of Support** | 8.4 (758 reviews) | 8.3 (9 reviews) | | **Has the product been a good partner in doing business?** | 8.7 (344 reviews) | 8.9 (6 reviews) | | **Product Direction (% positive)** | 8.7 (840 reviews) | 6.5 (10 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 MSP #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **Jira Service Management** | 8.6/10 | 107 | | **ManageEngine ServiceDesk Plus MSP** | N/A | N/A | #### Ticket and Case Management | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Ticket creation user experience** | 9.0 (86 reviews) | Not enough data | | **Ticket response user experience** | 9.1 (81 reviews) | Not enough data | | **Workflow** | 8.9 (87 reviews) | Not enough data | | **Response Automation** | 8.9 (81 reviews) | Not enough data | | **SLA Management** | 8.8 (85 reviews) | Not enough data | | **Attachments/Screencasts** | 8.8 (84 reviews) | Not enough data | | **Ticket Collaboration** | 9.2 (81 reviews) | Not enough data | | **Customer and Contacts Database** | 8.5 (78 reviews) | Not enough data | #### Generative AI | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **AI Text Generation** | 8.0 (55 reviews) | Not enough data | | **AI Text Summarization** | 7.9 (54 reviews) | Not enough data | #### Agentic AI - Help Desk | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **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 MSP | |---|---|---| | **Customer Portal** | 8.9 (81 reviews) | Not enough data | | **Email to Case** | 8.9 (80 reviews) | Not enough data | | **Chat/Live Support** | 8.3 (75 reviews) | Not enough data | | **Social Integration** | 8.1 (71 reviews) | Not enough data | | **Voice** | 7.9 (68 reviews) | Not enough data | #### Platform | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Mobile User Support** | 8.1 (85 reviews) | Not enough data | | **Customization ** | 8.4 (87 reviews) | Not enough data | | **User, Role, and Access Management** | 8.9 (92 reviews) | Not enough data | | **Integration** | 8.8 (87 reviews) | Not enough data | | **Reporting** | 8.7 (86 reviews) | Not enough data | | **Dashboards** | 8.6 (84 reviews) | Not enough data | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **Jira Service Management** | 8.7/10 | 206 | | **ManageEngine ServiceDesk Plus MSP** | N/A | N/A | #### Administration | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Change Management** | 8.9 (166 reviews) ✓ Verified | Not enough data | | **Asset Management** | 8.5 (161 reviews) ✓ Verified | Not enough data | | **Reports & Analytics** | 8.9 (173 reviews) ✓ Verified | Not enough data | #### Service Desk | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Help Desk** | 8.9 (178 reviews) ✓ Verified | Not enough data | | **Incident Reports** | 8.8 (178 reviews) ✓ Verified | Not enough data | | **Process Workflow** | 8.8 (181 reviews) ✓ Verified | Not enough data | #### Management | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Reporting** | 9.0 (155 reviews) ✓ Verified | Not enough data | | **Administration Console** | 8.9 (147 reviews) ✓ Verified | Not enough data | | **Access Management** | 8.7 (149 reviews) ✓ Verified | Not enough data | | **Asset Management** | 8.6 (145 reviews) ✓ Verified | Not enough data | | **Policy Dictation** | 8.6 (139 reviews) ✓ Verified | Not enough data | #### Functionality | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Ticketing System** | 9.2 (162 reviews) ✓ Verified | Not enough data | | **Performance Logging** | 8.8 (151 reviews) | Not enough data | | **Alerting** | 8.7 (154 reviews) ✓ Verified | Not enough data | | **Automation** | 8.9 (155 reviews) ✓ Verified | Not enough data | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **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 MSP** | N/A | N/A | #### Monitoring | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Constant Monitoring** | 8.9 (145 reviews) ✓ Verified | Not enough data | | **Timely Alerts** | 9.0 (149 reviews) ✓ Verified | Not enough data | | **TIcket Accuracy** | 9.1 (147 reviews) ✓ Verified | Not enough data | | **AI Monitoring** | 8.5 (70 reviews) | Not enough data | #### Management Tools | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Ticket Assignment** | 9.1 (150 reviews) ✓ Verified | Not enough data | | **Standardization** | 9.0 (148 reviews) ✓ Verified | Not enough data | | **Lifecycle Visualization** | 9.0 (136 reviews) ✓ Verified | Not enough data | #### Generative AI | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **AI Text Generation** | 8.0 (76 reviews) | Not enough data | | **AI Text Summarization** | 8.3 (74 reviews) | Not enough data | #### Agentic AI - Incident Management | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **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 MSP** | N/A | N/A | #### Generative AI | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **AI Text Generation** | 8.3 (25 reviews) | Not enough data | #### Agentic AI - IT Alerting | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **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 | 370 | | **ManageEngine ServiceDesk Plus MSP** | 8.1/10 | 7 | #### Incident Management | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Automate Ticket Routing** | 8.7 (314 reviews) | Not enough data | | **Ticket Prioritization** | 8.8 (316 reviews) | 9.3 (5 reviews) | | **Ticket Notifications** | 8.8 (329 reviews) | 8.9 (6 reviews) | | **Knowledge Base** | 8.5 (282 reviews) | 7.3 (5 reviews) | | **Knowledge Base/Ticket Integration** | 8.5 (276 reviews) | 6.7 (5 reviews) | #### Reporting | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Dashboards** | 8.5 (318 reviews) | 8.3 (6 reviews) | | **Time Tracking** | 8.4 (302 reviews) | 7.8 (6 reviews) | | **Surveys** | 8.2 (231 reviews) | Not enough data | #### Access & Usability | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Mobile** | 8.1 (226 reviews) | Not enough data | | **Self Service** | 8.6 (284 reviews) | Not enough data | | **Active Directory** | 8.5 (236 reviews) | 8.3 (5 reviews) | | **Multi-Channel Access** | 8.4 (232 reviews) | Not enough data | #### Agentic AI - Service Desk | Feature | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **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 (1):** [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to Jira Service Management (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), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk) --- ## Reviewer Demographics ### By Company Size | Segment | Jira Service Management | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Small-Business** | 19.0% | 15.4% | | **Mid-Market** | 42.9% | 53.8% | | **Enterprise** | 38.0% | 30.8% | ### By Industry #### Jira Service Management - **Information Technology and Services:** 30.7% - **Computer Software:** 16.1% - **Financial Services:** 5.0% - **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:** 30.8% #### ManageEngine ServiceDesk Plus MSP - **Information Technology and Services:** 23.1% - **Government Administration:** 15.4% - **Retail:** 7.7% - **Pharmaceuticals:** 7.7% - **Insurance:** 7.7% - **Higher Education:** 7.7% - **Consumer Electronics:** 7.7% - **Construction:** 7.7% - **Computer Software:** 7.7% - **Commercial Real Estate:** 7.7% --- ## Alternatives ### Alternatives to Jira Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1891 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1214 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 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 (4407 reviews) ### Alternatives to ManageEngine ServiceDesk Plus MSP - [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (613 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1891 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1214 reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (469 reviews) - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (277 reviews) - [Kaseya VSA](https://www.g2.com/products/kaseya-vsa/reviews) — 4.0/5 stars (326 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 MSP No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/jira-service-management-vs-manageengine-servicedesk-plus-msp)