JIRA Service Management vs N-able MSP Manager comparison

Atlassian and N-able are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while N-able is ranked #22 with an average rating of 6.0. Atlassian holds a 6.5% mindshare in HDS, compared to N-able’s 1.3% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 75% of N-able users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

N-able MSP Manager

Read 5 N-able MSP Manager reviews

756 Views
597 Comparison Views

75% willing to recommend

JIRA Service Management

N-able MSP Manager

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and N-able MSP Manager compete in IT service management. JIRA Service Management holds an advantage in customer support flexibility and pricing, while N-able MSP Manager appeals with extensive features, offering significant value.

Features: JIRA Service Management offers customizable workflows, incident management, and integration with Atlassian tools. N-able MSP Manager provides strong asset tracking, billing automation, and centralized documentation.

Room for Improvement: JIRA Service Management could streamline its integration process, improve customer service, and offer more automation features. N-able MSP Manager would benefit from reducing initial costs, enhancing user interface simplicity, and expanding project management capabilities.

Ease of Deployment and Customer Service: N-able MSP Manager supports rapid cloud deployment and has a user-centric onboarding process. JIRA Service Management requires careful integration planning but benefits from a broad ecosystem support. N-able emphasizes community support and customer service.

Pricing and ROI: JIRA Service Management often has a lower entry cost with flexible licensing. N-able MSP Manager, despite higher initial expenses, offers features aligning with long-term MSP operations for substantial ROI. JIRA offers a favorable cost-benefit ratio for general IT needs.

To learn more, read our detailed JIRA Service Management vs. N-able MSP Manager Report (Updated: January 2026).

Buyer's Guide

JIRA Service Management vs. N-able MSP Manager

January 2026

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Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

JIRA Service Management

Ranking in Help Desk Software

2nd

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

N-able MSP Manager

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

22nd

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.5%, down from 10.5% compared to the previous year. The mindshare of N-able MSP Manager is 1.3%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
JIRA Service Management	6.5%
N-able MSP Manager	1.3%
Other	92.2%

Help Desk Software

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"JIRA Service Management provides comprehensive data management, different views with customizable dashboards, a detailed level of customization from items to workflows to roles and teams, and very flexible integration through the Atlassian marketplace plugins."

"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."

"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

"The flow of the reports is good."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

"The customer portal allows users to register tickets themselves."

More JIRA Service Management pros

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

"I am impressed with the tool's integration with our mail system."

"This is a premier product and it has been around for a long time."

Cons

"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"The product could improve its asset management."

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

"This solution lacks features for project management."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"The initial setup is very complex."

More JIRA Service Management cons

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."

"The tool needs to improve its customization of the user interface."

Pricing and Cost Advice

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"Licensing can become quite expensive."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"The cost has recently increased. It might be around $20 to $25 per user license."

More JIRA Service Management pricing and cost advice

"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."

"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."

"Don't get scared of the price tag because it's definitely worth it."

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

No data available

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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What needs improvement with N-able MSP Manager?

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What is your primary use case for N-able MSP Manager?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I faced problems managing the contracts, translating them into technical topics, and ...

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What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the product capabilities in N-able MSP Manager, I can't say that the centralized custome...

See all answers

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Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

N-able MSP Manager

January 2026

Download N-able MSP Manager product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

SolarWinds LOGICnow, SolarWinds MSP Manager

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

Intuitive, lightweight ticketing with seamless RMM and N-central^®platform integrations.
Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
Complete customer and knowledge management with a branded portal.
Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.

N-able

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology

Buyer's Guide

JIRA Service Management vs. N-able MSP Manager

January 2026

Free Report: JIRA Service Management vs. N-able MSP Manager

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