Jira vs. ManageEngine ServiceDesk Plus Comparison


Jira Atlassian	ManageEngine ServiceDesk Plus ManageEngine	+	+
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About Jira is the only project management tool you need to plan and track work across every team. Jira by Atlassian is the #1 software development tool for teams planning and building great products. Trusted by thousands of teams, Jira offers access to a wide range of tools for planning, tracking, and releasing world-class software, capturing and organizing issues, assigning work, and following team activity. It also integrates with leading developer tools for end-to-end traceability. From short projects, to large cross-functional programs, Jira helps break big ideas down into achievable steps. Organize work, create milestones, map dependencies and more. Link work to goals so everyone can see how their work contributes to company objectives and stay aligned to what’s important. Your next move, suggested by AI. Atlassian Intelligence takes your big ideas and automatically suggests the tasks to help get it done.		About Best in class online service desk software. Offer your customers world-class services with ServiceDesk Plus Cloud, the easy-to-use SaaS service desk software from ManageEngine, the IT management division of Zoho. Track and manage IT tickets efficiently, resolve issues faster, and ensure end-user satisfaction with the cloud-based IT ticketing system used by over 100,000 IT service desks worldwide. Manage the complete life cycle of IT incidents, problems, changes, and projects with out of the box ITIL workflows. Create support SLAs, define escalation levels, and ensure compliance. Automate ticket dispatch, categorization, classification, and assignment based on predefined business rules, and set up notifications and alerts for timely ticket resolution. Reduce walk ins and unnecessary tickets by giving your users more control. Enable end users to access IT services through your service catalog in the self-service portal. Help users create and track tickets and search for solutions.
Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook		Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook
Audience Software teams of all sizes		Audience IT service desks
Support Phone Support 24/7 Live Support Online		Support Phone Support 24/7 Live Support Online
API Offers API		API Offers API
Screenshots and Videos View more images or videos		Screenshots and Videos View more images or videos
Pricing Free 0-10 Users: Free Standard: $7.50/Month Premium: $14.50/Month Free Version Free Trial		Pricing $120.00/year/user Free Version Free Trial
Reviews/Ratings Overall 4.6 / 5 ease 4.2 / 5 features 4.6 / 5 design 4.5 / 5 support 4.6 / 5 Read all reviews		Reviews/Ratings Overall 5.0 / 5 ease 5.0 / 5 features 5.0 / 5 design 5.0 / 5 support 4.7 / 5 Read all reviews
Pros & Cons from Real Users Pros The feature that stands out for me is the assignment of tasks and subtasks, as this has allowed me to have a better record and tracking of the processes that must be completed in a project, resulting in having total control and minimizing time losses in case something fails. Jira's customization is unmatched, organizing work with this platform is incredible as it gives total control to customization and even more so when it has different templates that allow streamlining the planning of a project. It has AI integrated into certain tools on this platform, this has helped me generate much more efficient reports, it also integrates with different popular platforms in relation to communication and teamwork. Jira is a brilliant and exceptional tool that provides great features that makes project management easier. I have been using Jira for more than 8 years and it has been of great help to me and my organization. I like the fact that it is so easy to tailor the project management view on Jira to your organization's needs. There are certain capabilities of this software which i like a lot about this software like: 1. Powerful search & filtering capabilities 2. Extensive integrations with Atlassian & third party tools 3. Granular permissions for different team roles 4. Broad ecosystem of Add-ons & apps. Jira provides the full solution with robust and flexible features that allow you to fully manage & automate the workflow of simple, as well as complex projects. It also has rich reporting and analytics. I have been using JIRA for 10+ years. I love it but also hate it at the same time. However the love for it far surpasses the unhappiness! Atlassian has been making the product better the last 2 years and Cloud is by far the best they have ever done. The platform is powerful and the ease of use is improving in each release. At this point there is literally no need to use anything else. Cons Extensive and deep features that require some learning time to be able to use this tool properly. I would like them to simplify the learning process so that it is easier to adapt. In addition, its interface became more complex after applying certain updates, which radically changed how the interface was structured. Although this platform is complex to use, there are certain features that require a bit of tools, especially in the communication part. I feel that my work team has a hard time adapting to maintaining communication within this platform. It seems that Jira does not adapt to the new communication methods that currently exist. To be sincere, there is nothing i dislike about Jira as it meets all my expectations. The clunky interface always makes people a little confused about the features of capabilities of Jira Software, simplifying the same could benefit the users a lot. Due to the extensive features Jira has, the learning curve is quite steep and it is suggested that you invest in training. For junior or small teams JIRA is too much but for any team doing actual product development work this is the tool.		Pros from Real Users Pros ManageEngine ServiceDesk Plus is a full-featured IT service management (ITSM) solution that supports incident, problem, change, and asset management from a single platform. The intuitive ticketing system helps track and resolve issues efficiently, with automation for workflows, SLAs, and approvals that significantly reduce manual effort. Integration with Active Directory simplifies user onboarding and access control, while automation rules, templates, and canned responses speed up service delivery. Built-in reporting and dashboards provide visibility into helpdesk performance, SLA compliance, and ticket trends. Asset management features (hardware/software inventory, license tracking) help with compliance and cost control. It also supports a self-service portal where users can raise tickets and view knowledge base articles, reducing helpdesk load. ManageEngine ServiceDesk Plus is a solid and practical ITSM tool for daily IT operations, especially for small to mid-size IT and NOC teams. It handles incident, request, change, and asset management well, and SLA tracking and escalations are useful for real production environments. Integration with other ManageEngine tools is a big plus if you are already using their ecosystem. The tool is reliable, but the UI feels a bit old, reporting and customization can be time-consuming, and performance can slow down with large data. Support quality can be hit or miss. Overall, it’s a good, cost-effective option for teams that want full ITIL features without paying enterprise-level pricing ManageEngine ServiceDesk Plus is a solid and practical ITSM tool for daily IT operations, especially for small to mid-size IT and NOC teams. It handles incident, request, change, and asset management well, and SLA tracking and escalations are useful for real production environments. Integration with other ManageEngine tools is a big plus if you are already using their ecosystem. The tool is reliable, but the UI feels a bit old, reporting and customization can be time-consuming, and performance can slow down with large data. Support quality can be hit or miss. Overall, it’s a good, cost-effective option for teams that want full ITIL features without paying enterprise-level pricing.
Training Documentation Webinars Live Online In Person		Training Documentation Webinars Live Online In Person
Company Information Atlassian Founded: 2002 United States www.atlassian.com/software/jira		Company Information ManageEngine India www.manageengine.com/products/service-desk/
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Categories Agile Project Management Tools AI Productivity AI Project Management Application Development Bug Tracking Business Management Business Process Automation Collaboration Dashboard DevOps Digital Asset Management DORA Metrics Gantt Chart Issue Tracking IT Documentation IT Project Management Kanban Marketing Planning OKR Product Management Product Roadmap Productivity Project Management Project Planning Project Portfolio Management Project Tracking Remote Work Reporting Resource Management Scrum Software Development Life Cycle (SDLC) Strategic Planning Task Management Work Management Workflow Automation Workflow Management		Categories AI Service Management (AISM) AI-Powered ITSM Tools Asset Tracking Contract Management Help Desk Incident Management Issue Tracking IT Asset Management IT Service ITSM Project Management Service Desk Service Request Management SLA Management
Issue Tracking Features Assignment Management Dashboard Escalation Management Issue Auditing Issue Scheduling Knowledge Base Project Management Recurring Issues Scheduling Task Management Project Management Features Agile Methodologies Budget Management Client Portal Collaboration Tools Cost-to-Completion Tracking Customizable Templates Gantt Charts Idea Management Kanban Board Milestone Tracking Portfolio Management Resource Management Time & Expense Tracking Traditional Methodologies Show More Features Application Development Features Access Controls/Permissions Code Assistance Code Refactoring Collaboration Tools Compatibility Testing Data Modeling Debugging Deployment Management Graphical User Interface Mobile Development No-Code Reporting/Analytics Software Development Source Control Testing Management Version Control Web App Development Bug Tracking Features Backlog Management Filtering Issue Tracking Release Management Task Management Ticket Management Workflow Management DevOps Features Approval Workflow Dashboard KPIs Policy Management Portfolio Management Prioritization Release Management Timeline Management Troubleshooting Reports Kanban Features Collaboration Tools Dependency Tracking KPI Monitoring Milestone Tracking Multi-Board Prioritization Project Planning Roadmapping Supports Scrum Task Management Time Tracking Scrum Features Backlog Management Collaboration Board Daily Reports Iteration Management KPI Monitoring Milestone Tracking Prioritization Progress Tracking Release Planning Roadmapping Sprint Planning Task Management Task Management Features Collaboration Create Subtasks Gamification Gantt Charts Mobile Access Percent-Complete Tracking Progress Tracking Recurring Tasks Reporting/Analytics Spreadsheet View Task Board View Task Planning Task Scheduling Task Tracking Time Tracking To-Do List View		Issue Tracking Features Assignment Management Dashboard Escalation Management Issue Auditing Issue Scheduling Knowledge Base Project Management Recurring Issues Scheduling Task Management Project Management Features Agile Methodologies Budget Management Client Portal Collaboration Tools Cost-to-Completion Tracking Customizable Templates Gantt Charts Idea Management Kanban Board Milestone Tracking Portfolio Management Resource Management Time & Expense Tracking Traditional Methodologies Show More Features Asset Tracking Features Activity Tracking Audit Trails Barcoding / RFID Checkout / Check-In Depreciation Tracking Disposal Tracking Inventory Management Location Tracking QR Codes Reservations Service History Contract Management Features Buy Side (Suppliers) Completion Tracking Compliance Tracking Contract Lifecycle Management Electronic Signature Full Text Search Government Contracts Pre-built Templates Sell Side (Customers) Specialty Contracts Version Control Workflow Management Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management IT Asset Management Features Asset Tracking Audit Management Compliance Management Configuration Management Contract/License Management Cost Tracking Depreciation Management Inventory Management IT Service Management Maintenance Management Procurement Management Requisition Management Supplier Management IT Service Features Contract Management Incident Management IT Asset Management Knowledge Management Release Management Self Service Portal Service Catalog Service Reporting Ticket Management ITSM Features Asset Tracking Availability Management Change Management Configuration Management Contract/License Management Dashboard Incident Management Problem Management Project Management Release & Deployment Management Self Service Portal Incident Management Features Audit Trail Corrective Actions (CAPA) Disaster Recovery Incident Reporting IT Incident Management OSHA Compliance Root-Cause Diagnosis Safety Management Task Management Ticket Management Service Desk Features Change Management CMDB Incident Management IT Asset Management Knowledge Base Mobile Access Procurement Management Remote Control Self Service Portal SLA Management
Integrations Axonius Azure Marketplace Bizzy Blink Chronicle SOAR ManageEngine OpManager Nexus Microsoft Outlook Quickwork Silk Security Site24x7 Slack Workativ Zoho Assist eG Enterprise tenfold FlowEQ Syndeia Synth TED - The Engineering Dashboard Time Champ Show More Integrations View All 2074 Integrations		Integrations Axonius Azure Marketplace Bizzy Blink Chronicle SOAR ManageEngine OpManager Nexus Microsoft Outlook Quickwork Silk Security Site24x7 Slack Workativ Zoho Assist eG Enterprise tenfold FlowEQ Syndeia Synth TED - The Engineering Dashboard Time Champ Show More Integrations View All 29 Integrations
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