Compare JIRA Service Desk vs. SolarWinds MSP Manager

JIRA Service Desk is ranked 4th in Help Desk Software with 11 reviews while SolarWinds MSP Manager is ranked 10th in Help Desk Software with 1 review. JIRA Service Desk is rated 8.0, 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 and BMC Helix Remedy, whereas SolarWinds MSP Manager is most compared with SolarWinds Web Help Desk, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
366,090 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
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.What I really like about this solution, is how it manages the queues, the tickets and the routing.This solution has helped us a great deal in project management tracking and forecasting.JIRA helps integrate Kanban Board features and for this reason what it does it does well.This is a flexible tool for logging and tracking issues efficiently.

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

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Cons
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.I don't think the program is very scalable.JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.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.It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)

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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
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.Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.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.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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

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366,090 professionals have used our research since 2012.
Ranking
4th
out of 44 in Help Desk Software
Views
7,759
Comparisons
6,365
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
10th
out of 44 in Help Desk Software
Views
925
Comparisons
619
Reviews
1
Average Words per Review
321
Avg. Rating
10.0
Top Comparisons
Compared 27% of the time.
Also Known As
SolarWinds LOGICnow
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Atlassian
SolarWinds
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 Company18%
Financial Services Firm16%
Government10%
Comms Service Provider8%
No Data Available
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: September 2019.
366,090 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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