# Compare ManageEngine ServiceDesk Plus vs JIRA Service Management 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare ManageEngine ServiceDesk Plus and JIRA Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/179501-227102/ManageEngine-Service-Desk-Plus-vs-JIRA-Service-Management

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# ManageEngine ServiceDesk Plus vs JIRA Service Management Features and Cost Comparison

Last updated May 18th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

ManageEngine ServiceDesk PlusJIRA Service Management2/4 selected

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

[## ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Starting Price

$16.00/month

Value-for-Money

4.3

Functionality

4.4

Ease of Use

4.3

Customer Service

4.2

Reviews Sentiment

Based on [233 reviews](#user-reviews)

Positive

210

Neutral

15

Negative

8

[## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

Starting Price

$20.00/month

Value-for-Money

4.3

Functionality

4.5

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [770 reviews](#user-reviews)

Positive

706

Neutral

49

Negative

15

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## Summary

* * *

Key features rated by users

Features selected based on 4,309 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

70%Fit

Not enough reviews

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.3

Customizable Fields

4.4

Third-Party Integrations

3.9

Performance Metrics

\--

68%Fit

Missing features

Feature ratings

Ticket Management

4.6

Real-Time Notifications

NA

Customizable Fields

4.5

Third-Party Integrations

4.2

Performance Metrics

3.0

User satisfaction

User satisfaction

4.4

User reviews[233](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Ease of use

4.3

Functionality

4.4

Value for money

4.3

Customer support

4.2

User satisfaction

4.5

User reviews[770](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

Ease of use

4.2

Functionality

4.5

Value for money

4.3

Customer support

4.3

Price starts from

Price starts from

$16Per User, Per Month

-   Free version
-   Free trial

Price starts from

$20Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.

Best for

Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations.

## User reviews

Pros & cons

EL

Edier L.

Network administrator

> "The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets,..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507)

Jeff B.

System Administrator

> "The only thing I don't care for are ALL the options that can be done to customize the software for your organization. "

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7175290)

CM

Craig M.

It infrastructure engineer

> "It has been a reliable platform for managing service requests and operational support, helping teams stay organized and maintain high service..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7170710)

YK

Yurii K.

Technical Support Specialist

> "Maintenance of Linux based version could be a problem if your team is mostly Windows specialist."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019)

Kit L.

IT Support Engineer

> "Clean customisable UI, great integration with other products by manageengine, regular updates and features make the product enjoyable."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7150962)

RV

Robert V.

IT Manager

> "The customization of templates is a but difficult to understand how the layout works."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

Austin E.

CTO

> "Great ticketing system that has a lot of customizable features and ways to import emails into actionable items"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7102463)

IP

ISHWARI P.

Trainee

> "Mobile app limitations lack some features from the desktop version."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6779077)

CQ

Connor Q.

IT Team Lead

> "Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7114581)

RV

Robert V.

IT Manager

> "Some fields are not available for reporting such as the description."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

AV

Ahmet V.

System Network and İnformation Sec Manager

> "The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

MS

Manuel S.

Engineer TI Sr.

> "It does not maintain an integration with Microsoft applications."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6396780)

Melih Ç.

Team Leader

> "It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

VR

Verified Reviewer

IT Manager

> "there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4605698)

EL

Edier L.

Network administrator

> "We don't use all the options available for deployment but is good to know there are there in case the company situation change."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507)

Harry S.

Systems & Digital Marketing Administrator

> "Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4236551)

Melih Ç.

Team Leader

> "I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

BS

Boyang S.

Junior Data Integration Developer

> "For a comprehensive ITSM solution, it can be quite pricey."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4636210)

YK

Yurii K.

Technical Support Specialist

> "ManageEngine ServiceDesk Plus is a great tool for teams of any size."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019)

GV

Gerardo V.

Product Manager

> "The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3525766)

AV

Ahmet V.

System Network and İnformation Sec Manager

> "Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

MT

Michael T.

Service Delivery Manager

> "Lacks some configurability and isn't as flexible as top-tier products like ServiceNow"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3338320)

Justin G.

Director of IT

> "ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6647491)

AW

Andrew W.

Radpro

> "The only feature that is missing is the ability to turn back time."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2560011)

[View Reviews](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

BT

Benjamin T.

IT-Systemadministrator

> "It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143024)

DG

Damian G.

CTO

> "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7112861)

EW

Emma W.

Marketing Manager

> "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

EW

Emma W.

Marketing Manager

> "One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

RK

Raul K.

Group Director of Technology

> "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998)

AP

Adam P.

Managing consultant

> "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744)

ES

Elias S.

Marketing Coordinator

> "I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7005112)

SR

Shilpa R.

QA

> "Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7026090)

BL

Bruno L.

Consultant

> "It allows to easily create assets and manage portfolios, even for starters in the teams."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138561)

AR

Arti R.

Software engineer

> "The interface feels cluttered at times, and customization options can be complex."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966)

VR

Verified Reviewer

Sales Director

> "Jira makes it easy for me to log insights and create tickets for my revenue operations team to act on."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7152913)

MG

Mike G.

Member of Technical Staff

> "Sometimes moving item and assigning it to different sprint from a service request is not the most convenient."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044)

FH

Freda H.

VP Sr. Manager Operations Technology

> "Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued to..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712)

VR

Verified Reviewer

Talent Development Program Manager

> "Complexity begets complications sometimes… As a project admin, at times I would be overwhelmed with all of the optionality!"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7125515)

KP

Katrina P.

IT Analyst

> "It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569)

Hameeda T.

Technical Analyst

> "Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7113498)

HN

Harshad N.

Technical Support Expert

> "Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs,..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913)

EW

Emma W.

Marketing Manager

> "They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

EAJ

Esami Allan J.

Web Developer

> "My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000)

AR

Arti R.

Software engineer

> "Jira Service Management can be a bit overwhelming at first, with a steep learning curve for new users."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7138966)

Eric T.

Director, Digital Transformation

> "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242)

VR

Verified Reviewer

Sales Manager

> "The interface feels complex and not very intuitive, which can slow down day-to-day use."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7143131)

FH

Freda H.

VP Sr. Manager Operations Technology

> "Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to achieve..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712)

JaK

Jarosław K.

Director of Support Services

> "This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications or..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708)

RM

Robert M.

Cybersecurity Engineer

> "Provide great dashboards and reports that gives data needed for decision making about service operations .Its"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158)

EW

Evelyn W.

IT Assistant

> "Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804)

VR

Verified Reviewer

IT Operations

> "We like the admin portal and how it ties in with other Jira products such as Trello."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7129749)

VR

Verified Reviewer

Consultant

> "Perhaps too many customization options break peoples back."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6888015)

VR

Verified Reviewer

Hr

> "One of the best things about Jira Service Management is how organized and customizable it is."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7151026)

DM

David M.

Director, Human Resources

> "It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress,..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6784296)

PS

Paola S.

product designer

> "the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6744026)

HH

Houcem H.

CISO

> "The biggest downside is that customization, while powerful, can be overly complex for non-technical users."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622104)

LN

Luciano N.

Senior Film Technician

> "Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7109408)

MP

Mario P.

QA Engineer

> "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705)

RM

Robert M.

Cybersecurity Engineer

> "Offer robust features that helps to improve the customer experience and reduces workload on customer support team."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158)

CS

Carlos S.

Quality Engineer

> "The lack of possibility to integrate with sharepoint domain."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886)

VR

Verified Reviewer

Sr People Ops

> "Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members...."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041624)

NR

NehA R.

QA Manager

> "Sometimes, Jira shows loading issues when opening attachments"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6673404)

Eric T.

Director, Digital Transformation

> "Being able to tie KBs to the customer interface is extremely helpful."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242)

AM

Alex M.

IT Service Manager

> "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6441994)

Edward K.

App Integrations Specialist

> "The product can be configured in many different ways to support your requirements, and it's good value for small teams."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7004161)

Swathi J.

Software Developer

> "Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026)

MG

Mike G.

Member of Technical Staff

> "You can easily create and assign IT service request."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044)

AP

Amitabh P.

Technical support engineer

> "Little bit complicated platform with excessive options."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373)

JM

Jessica M.

Customer Service

> "The automation features and customizable workflows have streamlined our processes and improved our response times significantly."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6646556)

Naveen C.

Senior Technical Manager

> "Pricing is a bit concern for businesses with limited budgets."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6640468)

KP

Katrina P.

IT Analyst

> "It allows for easy project management and helps to identify bugs/issues."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569)

MM

Madilyn M.

Senior Research Associate

> "There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118182)

JH

Julio H.

It analyst

> "Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532)

AM

Antti M.

Product Owner

> "The Atlassian products don’t have that Atlassian-feel anymore to be honest."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649)

AM

Antti M.

Product Owner

> "In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649)

HN

Harshad N.

Technical Support Expert

> "Extremely costly for small organizations to buy and manage."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913)

Swathi J.

Software Developer

> "It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026)

Sugam P.

Project Manager

> "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5054864)

KS

Katie S.

Operations Manager

> "I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6881662)

GM

Gilberto M.

Technical Product Manager

> "The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers from..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3681639)

Marko S.

Director

> "I have managed to segment everything, from IT aspects to our forecasting aspects in no time."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7006258)

DS

Dayley S.

Web Developer

> "There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4928971)

AF

Adrian F.

CTO

> "The customizable workflows and powerful search functionality make it a must-have for IT teams."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6481012)

FJ

Frank J.

Network Architect

> "Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6141330)

JaK

Jarosław K.

Director of Support Services

> "The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708)

KB

Kirstin B.

VP Content Strategy

> "I have yet to meet a system that we cannot integrate into our jira instance."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509)

AH

Aaron H.

Sales and Inventory Analyst

> "The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147)

TT

Terry T.

IT asset manager

> "The out of box feature in this module was not useful for my purposes."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6082284)

AP

Adam P.

Managing consultant

> "how well it brought structure and visibility to complex service workflows."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744)

KB

Kirstin B.

VP Content Strategy

> "Setting up the workflow design is a little overwhelming for a novice user."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509)

JH

Julio H.

It analyst

> "The customizable workflows and automation features save a lot of time and help keep everything organized."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532)

FV

Filippo V.

CTO

> "It is very difficult to set up."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6796996)

AP

Amitabh P.

Technical support engineer

> "It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373)

EW

Evelyn W.

IT Assistant

> "But learning part is rough."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804)

RR

Richard R.

IT Manager

> "Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6846976)

MF

MARITZA F.

BILLER

> "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781)

PA

Peter A.

IT Asset,Configuration Manager, Service Catalog and Knowledge Manager

> "I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence raised."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6584366)

YS

Yuval S.

IR Analyst

> "The colors are boring, they can add more life to it."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118822)

CF

Carlos F.

Endpoint System Administrator

> "With the seamless tools imbedded in the program, it has enhance our productively and user communication."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603)

BD

Bishal D.

Backend Developer

> "It was costly for us when we used it for the startup company."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214)

VR

Verified Reviewer

Junior Software Engineer

> "We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6329273)

Melissa S.

Global Learning & Development Business Partner

> "Some features are really too basic or even missing from the instance which means you have to customize a lot and if you are not experienced..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3861008)

LP

Lucas P.

Senior Software Engineer

> "Powerful project tracking: it provides an extensive range of tools and features to effectively manage software development projects,..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4961179)

MT

Mateusz T.

marketing

> "Configuration of accesses and views is a task for an experienced user. And with a possible configuration error, it may take some time to..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4576227)

[View Reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

## User interface

4.40 (233)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

4.47 (770)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

ManageEngine ServiceDesk Plus

Top features

28/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#features)

JIRA Service Management

22/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/227102/JIRA-Service-Management/#features)

### Recognition

ManageEngine ServiceDesk Plus is recognized as a top-rated tool in 4 Capterra Shortlist reports

JIRA Service Management is recognized as a top-rated tool in 5 Capterra Shortlist reports

### Deployment & support

ManageEngine ServiceDesk Plus

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

JIRA Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

ManageEngine ServiceDesk Plus

-   By ManageEngine
-   Located in United States
-   Founded in 1996

JIRA Service Management

-   By Atlassian
-   Located in United States
-   Founded in 2013

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4.3

Ease of Use

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[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

vs

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4.2

Ease of Use

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[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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$16/month

Price

$115/month

4.4

Features

4.4

4.3

Ease of Use

4.3

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[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

vs

[Action1](https://www.capterra.com/p/180609/Action1-RMM/)[4.91 (238)](https://www.capterra.com/p/180609/Action1-RMM/reviews/)

$20/month

Price

Contact vendor for pricing

4.5

Features

4.7

4.2

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/180609-227102/Action1-RMM-vs-JIRA-Service-Management)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/)

$16/month

Price

R$35/month

4.4

Features

4.7

4.3

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/179501-202528/ManageEngine-Service-Desk-Plus-vs-Milvus)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

vs

[PDQ Deploy & Inventory](https://www.capterra.com/p/174535/PDQ-Deploy/)[4.80 (341)](https://www.capterra.com/p/174535/PDQ-Deploy/reviews/)

$20/month

Price

$1950/year

4.5

Features

4.7

4.2

Ease of Use

4.7

[View full comparison](https://www.capterra.com/compare/174535-227102/PDQ-Deploy-vs-JIRA-Service-Management)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$16/month

Price

$15/month

4.4

Features

4.6

4.3

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-179501/LiveAgent-vs-ManageEngine-Service-Desk-Plus)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

vs

[Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/)

$20/month

Price

R$35/month

4.5

Features

4.7

4.2

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/202528-227102/Milvus-vs-JIRA-Service-Management)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

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$16/month

Price

$19/month

4.4

Features

4.3

4.3

Ease of Use

4.6

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[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

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$20/month

Price

$10/month

4.5

Features

4.3

4.2

Ease of Use

4.2

[View full comparison](https://www.capterra.com/compare/76113-227102/Wrike-vs-JIRA-Service-Management)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

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[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

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