Compare JIRA Service Desk vs. SolarWinds MSP Manager

JIRA Service Desk is ranked 2nd in Help Desk Software with 12 reviews while SolarWinds MSP Manager is ranked 14th in Help Desk Software with 1 review. JIRA Service Desk is rated 7.8, while SolarWinds MSP Manager is rated 10.0. The top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". On the other hand, the top reviewer of SolarWinds MSP Manager writes "Real-time reporting helps determine when the network infrastructure needs review". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Zendesk Guide and IBM Maximo, whereas SolarWinds MSP Manager is most compared with ManageEngine ServiceDesk Plus, ServiceNow, SolarWinds Web Help Desk, Freshdesk and Device42.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in Help Desk Software. Updated: June 2020.
427,071 professionals have used our research since 2012.
Quotes From Members

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

Pros
Some of the most valuable features are simplicity, ease of configuration, and ease of customization.It's easy to set up the solution.JIRA helps integrate Kanban Board features and for this reason what it does it does well.One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers.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.I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.This is the most complete and versatile enterprise task management product and issue tracker.

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

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Cons
At times you will need add-ons or additional software, so built-in features would be helpful.JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products.An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard.The solution should be more formalized. It could be more user-friendly.During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.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.

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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.

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Pricing and Cost Advice
It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.

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

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Ranking
2nd
out of 54 in Help Desk Software
Views
8,305
Comparisons
6,700
Reviews
12
Average Words per Review
611
Avg. Rating
7.8
14th
out of 54 in Help Desk Software
Views
928
Comparisons
613
Reviews
1
Average Words per Review
321
Avg. Rating
10.0
Popular Comparisons
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Also Known As
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Overview
JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.

SolarWinds MSP Manager key features include:

  • Customer Management
  • Customer Portal
  • Dashboard, Mobile Apps
  • Scheduling
  • Ticketing
  • Billing
Offer
Learn more about JIRA Service Desk
Learn more about SolarWinds MSP Manager
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaLongleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Top Industries
VISITORS READING REVIEWS
Software R&D Company34%
Comms Service Provider13%
Government9%
Insurance Company8%
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Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in Help Desk Software. Updated: June 2020.
427,071 professionals have used our research since 2012.

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