We performed a comparison between JIRA Service Management and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It's easy to set up the solution."
"Easily integrates with other tools."
"The simplicity is good for our clients. The price is good."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"It is easy to use."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"The documentation needs improving, it's difficult to find specific procedures."
"There is room for improvement in support."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The solution should be more formalized. It could be more user-friendly."
"JIRA Service could benefit from improvements to its voice support."
"This solution needs to have mobile application support added."
"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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
"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)."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. JIRA Service Management is rated 8.2, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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