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SolarWinds Service Desk vs JIRA Service Management Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

Category Leaders

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

19

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

529

5

4

3

2

1

340

171

17

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.4

317

5

4

3

2

1

171

105

31

7

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.
The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

Pros

Great interface provided by service desk. I would recommend Jira, it has fantastic user interface with a lot features.
It's a good tool to track your tickets and projects you are working on. The entire Gantt chart flow is really good and helps you keep yourself updated with the projects and issues at hand.
Initial setup can be complex but it can also be super powerful if you are able to configure it properly. It's visual scripting and workflow tool is really capable and easy to learn.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
There also has been lots of testing. Also some of the updates have broken our work flows.

Cons

Workflows broke without a reason because, you know, it's SharePoint. And the entire process of serving customers was dead slow.
The downside is that there is no easy way to migrate any of your changes from dev to production.
Software problems reporting for clients, in-house sorted problem manager.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features95
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Backlog Management
  • Barcoding/RFID
  • Bug/Issue Capture
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features105
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Backlog Management
  • Barcoding/RFID
  • Bug/Issue Capture
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Categorization/Grouping
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract Drafting
  • Contract/License Management
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • For IT Project Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Patch Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations39
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations124
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Basic Software

Reviewed 3 years ago

SolarWinds allowed us to be more collaborative in our incident management solutions and do analysis on what issues we experienced most and allowed us to come up with solutions to prevent some things from becoming major issues.

Pros

The ease of use was the best part. It was easy to set up users, make bucket queues for sections and move tickets to other sections as needed. Some systems I've worked with you couldn't move tickets to other queues is they were misrouted.

Cons

Our module was super basic and support for it was nonexistent. It was one of the biggest reasons for us switching to JIRA for service desk/incident management.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage review

Reviewed 5 years ago

Easy to configure and get set up. Love the agent on our computers so we get real-time insights on our assets. Everyone we've worked with at Samanage has been responsive and helpful. We started with the asset management, and now are about to expand to the service desk which looks like it has some awesome features we plan to utilize right away like workflows and Jira integration. Wish the reporting was more robust so we could automate any report we want, but we're still able to get at what we need through saved lists/searches.

Pros

Samanage agent to track assets, Jira integration for service desk

Cons

Reporting. We couldn't set up the reports any way we wanted so currently have to manually go in weekly/monthly to pull the data we want from lists instead. I wish we could customize the reports and set up the schedules to eliminate the manual steps.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage is awesome

Reviewed 7 years ago

Samanage is great for asset management, service desk use and benchmarking.

Pros

Asset management and service desk/catalogue.

Cons

None to note so far, Samanage constantly work with their community to add functionality where they see fit.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Powerful, complex system

Reviewed 2 years ago

We utilize this as our master repository for IT Operations.

Pros

Integrated service desk, issue tracking, inventory (software and hardware) management, and change management.

Cons

It's pretty complex. I would really like to see better end-user / admin training available to fully capitalize on all the features.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Samange is easy and affordable

Reviewed 8 years ago
Pros

I like the easy-to-use interface, built-in asset management, and low price.

Cons

No project management or native iPad support. It also doesn't have a public-facing Service Catalog; you must log in before seeing it.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

SolarWinds Service Desk

Reviewed 2 years ago
Pros

SolarWinds Service Desk is an intuitive, robust and dependable service management platform. It is cloud based (big plus) and continually has new feature/functionality roll outs.

Cons

The mobile app could use some work, it is a little cumbersome from a technician's stand point.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Near seamless evaluation, purchase, and implementation.

Reviewed 4 years ago

We have a comprehensive service and inventory management solution at a very reasonable cost.

Pros

The product is simple to deploy, administer, and the user interface is excellent. There are many competitors, but few offer the same value and functionality.

Cons

A Business Associate Agreement should be included at all subscription levels if required for compliance, and not offered only the highest subscription level.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage Review

Reviewed 6 years ago
Pros

Outstanding product in virtually almost every way. From UI, customer service, updates to the system, work flow, asset management.

Cons

There is so much it can do it may take a bit of ramp up time to up to full potential speed but it is a straight forward working product right out of the box as well.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage Helpdesk Best!

Reviewed 5 years ago

The most granular are where Samanage stands out from the crowd is in its Dashboard and the array of reports that it generates. Upon login, the Dashboard is where users are automatically placed. It provide users with immediate inside into what's going on across the organization. Another feature I like in Samanage is its single sign-on functionality. Many of contenders failed to support this capability...

Pros

Contains most needed features. Includes ITIL service management tools. Offers asset tracking and more reports than other help desk solutions

Cons

A lot of features but some seem unnecessary.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Great Service Desk solution

Reviewed 3 years ago
Pros

I like how everything ties into one interface. Change requests, incidents, asset management, service requests, problem management, knowledgebase. It makes it very easy to link and reference these items as well. The user interface is clean and easy to use.

Cons

I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.

Overall Rating
  • Value for money
  • Ease of use
  • Features