Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Usersā¦
$0
per month
SolarWinds Web Help Desk (WHD)
ScoreĀ 5.1Ā outĀ ofĀ 10
N/A
SolarWinds
Web Help Desk is ticketing and IT asset management software. It is designed to
simplify help desk management. This solution includes built-in ticketing
management, asset management, change management, and knowledge base
capabilities.
$533
per year per user
Pricing
Jira Service Management
SolarWinds Web Help Desk (WHD)
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Jira Service Management
SolarWinds Web Help Desk (WHD)
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
ā
SolarWinds also offers Perpetual licensing starting at $1129 per technician.
More Pricing Information
Community Pulse
Jira Service Management
SolarWinds Web Help Desk (WHD)
Features
Jira Service Management
SolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.5
82 Ratings
3% above category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
17% above category average
Organize and prioritize service tickets
8.581 Ratings
9.819 Ratings
Expert directory
9.02 Ratings
10.013 Ratings
Service restoration
9.52 Ratings
00 Ratings
Self-service tools
7.974 Ratings
00 Ratings
Subscription-based notifications
10.01 Ratings
9.817 Ratings
ITSM collaboration and documentation
7.668 Ratings
9.014 Ratings
ITSM reports and dashboards
6.869 Ratings
00 Ratings
Ticket creation and submission
00 Ratings
9.99 Ratings
Ticket response
00 Ratings
9.99 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
19% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement
10.01 Ratings
00 Ratings
Asset management dashboard
10.01 Ratings
00 Ratings
Policy and contract enforcement
10.01 Ratings
00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.4
76 Ratings
14% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository
8.069 Ratings
00 Ratings
Change calendar
6.52 Ratings
00 Ratings
Service-level management
7.674 Ratings
00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Jira Service Management
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
16% above category average
External knowledge base
00 Ratings
9.46 Ratings
Internal knowledge base
00 Ratings
9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.
SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
Allow multiple different entry points and work flows for as many different needs your teams / company have
Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
Overall metrics allow us to staff properly for our tickets by location and remote users.
Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
Setting up new techs with the building they are responsible for can be a little messy
I would like to see the UI updated. It looks old, even in the latest releases.
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
I have given this rating because, in my opinion, I don't see any downsides of Jira until now. We can customise workflows based on the project needs, including task workflows. Jira is very extensible, which is one of its most important features.
It's not cloud based so users have to be on the network to submit a ticket. It doesn't plug into Google or Microsoft Azure so all inventory has to be manually entered. It seems like solar winds is allowing the product to slow fall into obsolescence
I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software Development trouble ticket tracking and resolution. The reporting that SolarWinds provides is great since it helps us discover problem areas and fix those areas so they don't keep reoccurring
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.