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Compare Jira Service Management and ManageEngine ServiceDesk Plus MSP 
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At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (53.8% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(949)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
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)
Entry-Level Pricing
No pricing available
Learn more about ManageEngine ServiceDesk Plus MSPSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while ManageEngine ServiceDesk Plus MSP has not been rated in this area, indicating a potentially smoother onboarding process for users in Jira.
- Reviewers mention that ManageEngine ServiceDesk Plus MSP shines in ticket prioritization with a score of 9.3, compared to Jira's 8.7, suggesting that users may find it easier to manage urgent tickets effectively with ManageEngine.
- G2 users highlight that Jira Service Management offers superior ticket collaboration features, scoring 9.1, which may enhance teamwork and communication among support staff, while ManageEngine's collaboration features are less emphasized.
- Users on G2 note that ManageEngine ServiceDesk Plus MSP has a more robust knowledge base integration with tickets, scoring 6.7, compared to Jira's 8.3, indicating that users may find it easier to access relevant information when resolving tickets in Jira.
- Reviewers say that Jira Service Management provides better automation capabilities, scoring 8.9, which can streamline workflows and reduce manual tasks, while ManageEngine's automation features are not as highly rated.
- Users report that both platforms have strong reporting capabilities, but Jira's reporting score of 9.1 suggests a more comprehensive and user-friendly reporting experience, which is crucial for tracking performance and making data-driven decisions.
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
840
9.2
10
Ease of Use
8.2
847
8.2
10
Ease of Setup
8.0
455
7.8
6
Ease of Admin
8.0
358
8.3
6
Quality of Support
8.4
724
8.3
9
Has the product been a good partner in doing business?
8.7
335
8.9
6
Product Direction (% positive)
8.7
809
6.5
10
Features by Category
Ticket and Case Management
9.0
81
Not enough data
9.0
79
Not enough data
8.9
80
Not enough data
8.8
78
Not enough data
8.8
77
Not enough data
8.7
79
Not enough data
9.2
78
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
84
Not enough data
8.8
80
Not enough data
8.6
82
Not enough data
8.6
79
Not enough data
Administration
8.9
165
|
Verified
Not enough data
8.5
159
|
Verified
Not enough data
8.9
170
|
Verified
Not enough data
Service Desk
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Not enough data
Management
9.0
152
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
8.7
148
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
139
|
Verified
Not enough data
Functionality
9.1
157
|
Verified
Not enough data
8.8
149
Not enough data
8.7
154
|
Verified
Not enough data
8.9
151
|
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
79
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
148
|
Verified
Not enough data
8.9
147
|
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
304
Not enough data
8.8
313
9.3
5
8.8
323
8.9
6
8.4
278
7.3
5
8.5
275
6.7
5
Reporting
8.5
307
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
274
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
73
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
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
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
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 MSP has no discussions with answers
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