JIRA Service Management vs SolarWinds Web Help Desk comparison

Atlassian and SolarWinds are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.2, while SolarWinds is ranked #19 with an average rating of 8.0. Atlassian holds a 6.0% mindshare in HDS, compared to SolarWinds’s 1.0% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

JIRA Service Management

Read 90 JIRA Service Management reviews

8,557 Views
6,418 Comparison Views

93% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

1,279 Views
1,138 Comparison Views

85% willing to recommend

JIRA Service Management

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and SolarWinds Web Help Desk compete in IT service management. JIRA is preferred for pricing and support satisfaction, while SolarWinds is favored for its advanced features, which could justify a higher investment.

Features: JIRA Service Management offers integration with third-party tools, flexible workflow configurations, and customization options for different workflows. SolarWinds Web Help Desk provides comprehensive asset management, an intuitive ticketing system, and flexible configuration options for user roles.

Room for Improvement: JIRA Service Management may improve its ease of use for users lacking prior knowledge, streamline its interface navigation, and simplify its complex query language. SolarWinds Web Help Desk could enhance its integration with external monitoring tools, reduce the complexity of its setup process, and improve the system's initial learning curve for new users.

Ease of Deployment and Customer Service: JIRA Service Management benefits from cloud-based deployment, reducing IT involvement during setup. Its customer service is recognized for quick response times. SolarWinds Web Help Desk offers both cloud and on-premises deployment options to suit various infrastructure needs and is supported by detailed documentation and resources.

Pricing and ROI: JIRA Service Management is considered cost-effective with a low initial investment, leading to quick adoption and ROI. While SolarWinds Web Help Desk requires a higher initial investment due to its enhanced functionality, it can provide significant long-term value for organizations needing a robust ITSM solution.

To learn more, read our detailed JIRA Service Management vs. SolarWinds Web Help Desk Report (Updated: April 2026).

Buyer's Guide

JIRA Service Management vs. SolarWinds Web Help Desk

April 2026

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Helped 894,738 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.0%, down from 8.9% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
JIRA Service Management	6.0%
SolarWinds Web Help Desk	1.0%
Other	93.0%

Help Desk Software

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Read full review

GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The automated workflows have helped streamline our IT processes."

"JIRA Service Management is user-friendly and can help you achieve what you want to achieve."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"The solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."

"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."

"Automation capabilities allow for automatic ticket creation using monitoring tools."

More JIRA Service Management pros

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

"SolarWinds is scalable as far as adding devices and servers."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

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

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

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

More SolarWinds Web Help Desk pros

Cons

"JSM's ability to handle large volumes of emails isn't great."

"Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for."

"I don't think the program is very scalable."

"The licensing model could be improved."

"The customizations in Jira could be improved by being simplified. They are currently very complex."

"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."

"It should be easier to log in."

"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

More JIRA Service Management cons

"The working part, the deployment part, and the configuration part was a little bit complex."

"This is a good solution, but the GUI is really old-fashion and needs to be updated."

"Dashboards need some amount of work to be done. Ease of customization is desired."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"However, it's a little outdated compared to newer products that include protection and detection."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"It costs around $150 to $200 per user."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"The price of JIRA Service Management could be reduced."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"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."

"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."

"Licensing can become quite expensive."

More JIRA Service Management pricing and cost advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

Computer Software Company

Educational Organization

Construction Company

11%

Retailer

11%

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.

See all answers

What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...

See all answers

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for ...

See all answers

What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

See all answers

Comparisons

ServiceNow vs JIRA Service Management

Compared 13% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 7% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 5% of the time

More JIRA Service Management Competitors

ServiceNow vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 10% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 7% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

JIRA Service Management

May 2026

Download JIRA Service Management product report

Buyer's Guide

SolarWinds Web Help Desk

April 2026

Download SolarWinds Web Help Desk product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Instacart

Buyer's Guide

JIRA Service Management vs. SolarWinds Web Help Desk

April 2026

Free Report: JIRA Service Management vs. SolarWinds Web Help Desk

Find out what your peers are saying about JIRA Service Management vs. SolarWinds Web Help Desk and other solutions. Updated: April 2026.

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