SolarWinds Service Desk vs Jira Service Desk Comparison

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

SolarWinds Service Desk

Service Desk Software

4.5 739 user ratings

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95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Jira Service Desk

Service Desk Software

4.2 1,399 user ratings

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Featured

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Freshservice

Service Desk Software

4.7 1,351 user ratings

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Overview

Description

SolarWinds Service Desk provides IT teams an easy to use and affordable ITSM solution based on ITIL best practices. SolarWinds Service Desk is a cloud-based, multi-tenant solution for the modern helpdesk. Streamline ticket management and issue resolution with time-saving workflows, ticket routing rules and an AI-powered knowledge base. The platform also enables employee self-service via a service catalog and portal. Read more

Jira Service Desk is an ITSM and IT service desk software, empowering organizations to deliver high-quality service experiences to their clients and employees in real-time. It acts as a high-velocity service request management tool, enabling enterprises to configure a self-service portal, make use of conversational ticketing and deliver exceptional services as well. With features like incident management, request management, asset management, knowledge management and collaboration between IT operations teams and development teams, the software ensures query resolution in real-time. Further, organizations can trust Jira Service Desk to empower their IT operations teams to take better actions and minimize risks by providing more valuable contextual knowledge. The platform features a variety of asset management tools, helping users monitor inventories, track ownerships and take care of lifecycles as well. Moreover, enterprises get to gain more visibility into their IT infrastructures operating various critical services and applications leveraging the configuration management tools featured by the software. Read more

Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well. Read more

Pricing Options

Free Trial Available
Starts at $19.00.

Free Trial Available
Starts at $19.44. Offers Free-forever and Custom plan.

Free Trial Available
Starts at $19.0. Offers Custom plan.

SW Score & Breakdown

90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

97%
Reviews

75%
Momentum

63%
Popularity

74%

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

100%
Momentum

74%
Popularity

68%

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

98%
Momentum

73%
Popularity

89%

Features

Total Features	20 Features	21 Features	23 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 13 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 14 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 16 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available	Available

Reviews & Ratings

User Rating	4.5/5 739 user ratings	4.2/5 1,399 user ratings	4.7/5 1,351 user ratings
Rating Distribution	Excellent 59.9% Very Good 34.4% Average 4.6% Poor 0.7% Terrible 0.4%	Excellent 34.5% Very Good 48% Average 16.8% Poor 0.7% Terrible 0.1%	Excellent 77.6% Very Good 19% Average 1.8% Poor 0.9% Terrible 0.7%
User Sentiments	Ease of Use, Intuitive Interface, Helpful Customer Support, Comprehensive Asset Management Limited Reporting Functionality, Confusing Service Catalog Setup, Limited Customization Options, Lack of Integrations	User Friendly Interface, Extensive Customization Options, Efficient Ticket Management, Seamless Integrations with other Atlassian Products Occasional Performance Issues/Slow Loading Times, Steep Learning Curve, Limited Reporting Functionality, Complex Configuration	Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations
Review Summary	Reviewers appreciate the comprehensive features of the service desk software, particularly highlighting its user-friendly interface, customization options, and strong reporting and analytics capabilities. Many users find the software easy to implement and use, with a short learning curve for both administrators and end-users. The automation capabilities are also praised for streamlining workflows and improving efficiency. However, some users have encountered occasional technical issues and glitches, and a few have reported challenges with customer support responsiveness. Overall, reviewers generally agree that the software offers a robust and feature-rich solution for managing and tracking service requests.	Jira Service Desk garners praise for its user-friendly interface, customizable features, and seamless integration with other Atlassian products. Users appreciate its robust automation capabilities, extensive reporting options, and the ability to create flexible workflows. Many reviewers highlight the platform's ease of use, even for non-technical users, and its ability to streamline IT service management processes. However, some users mention occasional performance issues and limited customization options for certain features. Overall, Jira Service Desk is a popular choice for businesses seeking a comprehensive and scalable ITSM solution.	From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.
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Pricing

Pricing Options	Free Trial Available Starts at $19.00.	Free Trial Available Starts at $19.44. Offers Free-forever and Custom plan.	Free Trial Available Starts at $19.0. Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	Team $19.00 $19.00 per user / month Business $39.00 $39.00 per user / month Professional $69.00 $69.00 per user / month	Free Free Standard $19.44 $23.80 per month Premium $44.44 $53.30 per month Enterprise Custom	Starter $19.00 $29.00 per user / month Growth $49.00 $59.00 per user / month Pro $99.00 $119.00 per user / month Enterprise Custom
	View Detailed Pricing	View Detailed Pricing	View Detailed Pricing

Alternatives

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	View All SolarWinds Service Desk Alternatives	View All Jira Service Desk Alternatives