Compare JIRA Service Desk vs. SolarWinds Web Help Desk

JIRA Service Desk is ranked 4th in Help Desk Software with 12 reviews while SolarWinds Web Help Desk is ranked 24th in Help Desk Software with 1 review. JIRA Service Desk is rated 8.0, while SolarWinds Web Help Desk is rated 7.0. 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 Web Help Desk writes "Good support for asset management, but the GUI is old-fashioned and needs updating". JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, Zendesk and SolarWinds MSP Manager.
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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 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.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.

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The most valuable feature of this solution is the assets management module.

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Cons
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.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.

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This solution needs to have mobile application support added.

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Pricing and Cost Advice
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.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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Ranking
4th
out of 44 in Help Desk Software
Views
7,740
Comparisons
6,279
Reviews
12
Average Words per Review
574
Avg. Rating
8.1
24th
out of 44 in Help Desk Software
Views
1,285
Comparisons
1,105
Reviews
0
Average Words per Review
0
Avg. Rating
N/A
Top Comparisons
Compared 26% of the time.
Compared 8% of the time.
Compared 11% of the time.
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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 Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about JIRA Service Desk
Learn more about SolarWinds Web Help Desk
Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE CanadaInstacart
Top Industries
VISITORS READING REVIEWS
Software R&D Company24%
Financial Services Firm12%
Comms Service Provider10%
Media Company9%
No Data Available
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: October 2019.
371,639 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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