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SolarWinds Service Desk vs Jitbit Helpdesk 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...

JitBit provides helpdesk ticketing system for freelancers, startups, and small businesses, as well as large enterprises....

  • 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

1699

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

User reviews

4.6

528

5

4

3

2

1

340

171

16

0

1

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

4.6

29

5

4

3

2

1

20

8

0

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
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

We can handle our helpdesk perfectly with jitbit, keep our knowledgebase and everything works as smooth as silk, our customers are happy with it, so it's a great helpdesk platform.
Customer service is excellent and friendly. The product is really easy to use and a great price for the value.
The interface is clean, and simple to use both from a tech and end user perspective. Unlike other helpdesk software on the markets the message thread is clean and easy to read.

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

It has to be removed from the apps libraries, you can't have an app that can't be used it gives a really bad image to the company, in our case we have simply forgotten that Jitbit has an app.
With the logging problem above, reporting doesn't handle tracking tech calls very well as they are logged on behalf of another user. We had to write custom reports to handle this.
Worst customer service ever, The App doesn't work.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features95
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • 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 Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features31
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • 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 Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • 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 integrations17
  • 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 recommend9/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Easy to implement and use IT Helpdesk system

Reviewed 5 years ago

It was amazing experience ever since we go the product rolled out in our environment Right from inventory tracking to templates and grouping ticket as per the Project department wise made our life smooth.

Pros

Helpdesk ticket automation

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

samanage review!

Reviewed 5 years ago
Pros

Customizable and clutter free helpdesk Customizable Reports Outstanding Support Supportive Community

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Great Help Desk Solution

Reviewed 5 years ago

As a member of IT in a hearth company, it is very important that I serve my internal customers in a timely manner and resolve any issues that they are having and Samanage has helped me do that due to their helpdesk solution. It offers great customization in what information I see on the helpdesk page and and thus I am able to prioritize tasks according to severity. I also like the report statistics and able to view my performance over a period of time. This helps improve on service quality. Samanage support is very helpful and give an extremely fast response and are always very courteous

Pros

Customizable and clutter free helpdesk Customizable Reports Outstanding Support Supportive Community

Cons

I dont have any particular weakness in order. As I have used it throughout the years I have become appreciative of how the interface is designed. Its clutter free and lets me do my work

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Easy to use and modeled on ITIL

Reviewed 3 years ago
Pros

I love that it's modeled on ITIL right out of the box. There are already categories for incident management, problem management and change management. SAManage also has a robust search filter so you can find the tickets you're looking for quickly

Cons

There's a bit more of a learning curve than similar solutions, but the result is a more powerful helpdesk

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Easy ticket manage, saves time

Reviewed 4 years ago
Pros

Love that users can submit tickets mobile without having to contact helpdesk directly. Allows us to troubleshoot problems without delay

Cons

Integration with other software would be helpful, focuses on making the job easier for support desk workers

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Best IT Support Software I've USed

Reviewed 3 years ago

IT issues have been easy to track.

Pros

Very Easy to open helpdesk tickets. The best feature is that it sends you notification emails regarding the porgress of tickets.

Cons

Sometimes the search returns a huge amount of results which can be hard to find. So search can be improved.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

CHG Review

Reviewed a year ago

Overall experience was great! Definitely like better than service now and also works well with solarwinds network monitoring.

Pros

Ticket management is easy to use Asset management works well Ticket assignment function works well Helpdesk monitoring is a great tool

Cons

A little cumbersome to set up, but once completed works great! Had some difficulty adding custom fields.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Excellent Helpdesk Package

Reviewed 6 years ago

When our previous helpdesk system failed last year we were in need of a replacement. This software has helped us to gain the metrics and reporting we were looking for in a helpdesk system. We also coupled it with asset management which has allowed us to maintain records of our support renewals. Another great feature of the software would have to be the satisfaction surveys. It has helped us to gauge our teams performance and customer satisfaction. We couldn't be happier with Samanage as our helpdesk provider.

Pros

No pros were added to this review

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Samange implementation has been great.

Reviewed 5 years ago
Pros

The ease of setting up the helpdesk and creating workflows that fit our business. The asset management function with its agents deployed on all machines makes tracking a breeze.

Cons

There is not much to dislike with Samanage. If anything could be improved it would be the ability to add variables to Service Request titles.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

We are just finishing implementation of the asset management portion of Samanage for 6 companies.

Reviewed 4 years ago

Excellent reporting for asset management. We are also using the contract management piece even though we didn't see a specific need for that before we purchased.

Pros

Ease of deployment, great support, and excellent reporting. Right now, we are integrating with our Zendesk helpdesk software but by September, we plan to fully implement the entire Samanage product suite.

Cons

No dislikes so far. I would like to see a them integrate a training manager for our companies so we can track security training.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

By far the best Service Desk app out there! So easy to use and it literally manages everything!

Reviewed 5 years ago

Samanages all in one management system handles all aspects of a helpdesk app plus a whole lot more. We are even able to enroll our company cell phones!

Pros

The work order system is so easy to use, and is modifiable to specific users. You can also keep track of your inventory including printers!

Cons

I cant say there is anything I like least about the product, every aspect of the product works great in my opinion.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

This makes project management a snap

Reviewed 4 years ago
Pros

The software is robust and full features, everything from helpdesk to asset management. Also the integrations are great, having it easily connected to our zendesk instance allowing the ability to connect issues from zendesk to assets in samanage. This also makes tracking asset warranty simple.

Cons

When we purchased samanage it seemed to be focused on the asset management. Now they've geared to push more towards the helpdesk software built into to it. Not being able to disable to and remove the options.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Helpdesk? We don't need no stinking Helpdesk!

Reviewed 6 years ago

For over 7yrs I worked in an IT Support environment of about 300-400 users and 500+ devices. We had no helpdesk application. All IT support/service requests were submitted via email. Needless to say , it was horrific. It took a jr. sys admin all of a couple of weeks of working with your support peeps, and we now have a bona-fide helpdesk system that is easy to learn & use. So glad he picked Samanage. Thanks Brandan!!!

Pros

No pros were added to this review

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

I wish we had gone to Samanage years ago for helpdesk - we're on our way to stronger IT response.

Reviewed 4 years ago

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

Ease of use and I can use it from my phone and tablet. The Samanage Helpdesk and HW inventory tools will allow IT to keep better track of our property as well as keep user requests from slipping through the cracks.

Cons

Nothing yet.

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

We love the setup of the program and are enjoying all the extra features...

Reviewed 6 years ago

From the minute we contacted Samanage help/ support centre to enquire about the helpdesk and all its facilities, we have been treated with the upmost care and have experience a friendly and helpful sales team. Our interaction with the Samanage help desk and its team has been extremely professional and prompt. Keeping us informed every step of the way. They were accommodating when it came to the financial aspect and helped us achieve our customer care level of service, that we give our own clients through a well structure user friendly helpdesk platform. We love the setup of the program and are enjoying all the extra features, such as pulling reports for our customers and adding users with their assets. Samanage is definitely the way to go, when choosing the right helpdesk.

Pros

No pros were added to this review

Cons

No cons were added to this review

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

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SolarWinds Service Desk logo

SolarWinds Service Desk

Samanage streamlines our helpdesk operations

Reviewed 6 years ago

Samanage is not the "geekiest" helpdesk tool out there but that is not what we needed. We needed a tool that helped us communicate better with our customers and amongst ourselves end enabled us to move all communications out of email and into a helpdesk tool. And we needed a tool that helped us manage and meet customer expectations easily. Samanage has met all o these needs exceedingly well. We are very happy with this tool. Samanage is also backed up with great support.

Pros

No pros were added to this review

Cons

No cons were added to this review

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