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SolarWinds Service Desk vs Jira Service Management Comparison

Overview

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

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

Screenshots

Pricing

Starting from
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$20/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

332

165

16

0

1

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

5

4

3

2

1

138

92

23

6

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users.
While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs.
We will gain a higher level of respect from our customer base after we show how we can keep up with their requests in a more timely manner. We will have better records for our IT HW.

Pros

It has an awesome and simple workflow and helps with keeping things organized and tracked. Everyone in the company picked it up pretty easily and my team of IT supports are enjoying it as well.
The Jira Service Desk has been a great tool within our company. I find the ability to customize your request with some required and some option fields really helpful.
There are some very useful and well-designed default reports included for ticket statistics (which can be used to keep management happy!).

Cons

I have not encountered any problems or things that I dislike about this software.
The costs of adding extra administrators so we were limited.
We have been using Samanage for almost a full year now, and don't have too many complaints. It has a lot of functionality and is solving for our ticket system, inventory, and change management needs.

Cons

When there are large about of mini-tasks some of them can get lost. Unable to merge issues to another project.
The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.
The pricing is rather expensive, its not too much of a problem for a large institution such as ours, but for smaller businesses this may be too much.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features74
  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Administrative Reporting
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Asset Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Categorization
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Email Templates
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Filtered Views
  • Geographic Maps
  • HIPAA Compliance
  • Help Desk Management
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Knowledge Base Management
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Language
  • Online Catalog
  • Online Forums
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Problem Management
  • Productivity Reporting
  • Purchase Order Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Widgets
  • Workflow Management
  • Total features54
  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Administrative Reporting
  • Alerts / Escalation
  • Application Integration
  • Approval Process Control
  • Asset Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Scheduling
  • Automatic Backup
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Categorization
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Import
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Email Templates
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Filtered Views
  • Geographic Maps
  • HIPAA Compliance
  • Help Desk Management
  • Incident Management
  • Instant Messaging
  • Issue Management
  • Knowledge Base Management
  • Lead Assignment
  • Mobile Integration
  • Monitoring
  • Multi-Language
  • Online Catalog
  • Online Forums
  • Performance Reports
  • Permission Management
  • Prioritizing
  • Problem Management
  • Productivity Reporting
  • Purchase Order Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Widgets
  • Workflow Management

Integrations

  • Total integrations25
  • Asana
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations112
  • Asana
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

SolarWinds Service Desk vs. Jira Service Management

See how SolarWinds Service Desk and Jira Service Management stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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