We performed a comparison between JIRA Service Management and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"We get software developed faster."
"I think one of the most valuable things is that it's all integrated."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The customer portal allows users to register tickets themselves."
"The visibility features are great."
"A good organizational tool."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"SaaS version for large organizations (more than 2000 users) is not available."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"There should be better connections with access management. They should improve the connectivity."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"There is room for improvement in support."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"This solution lacks features for project management."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"A little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. JIRA Service Management is rated 8.2, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus. See our JIRA Service Management vs. SolarWinds Web Help Desk report.
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