Jira Service Management vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
ScoreĀ 8.1Ā outĀ ofĀ 10
N/A
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. Users…
$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 ManagementSolarWinds 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 ManagementSolarWinds Web Help Desk (WHD)
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details—SolarWinds also offers Perpetual licensing starting at $1129 per technician.
More Pricing Information
Community Pulse
Jira Service ManagementSolarWinds Web Help Desk (WHD)
Features
Jira Service ManagementSolarWinds 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 tickets8.581 Ratings9.819 Ratings
Expert directory9.02 Ratings10.013 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools7.974 Ratings00 Ratings
Subscription-based notifications10.01 Ratings9.817 Ratings
ITSM collaboration and documentation7.668 Ratings9.014 Ratings
ITSM reports and dashboards6.869 Ratings00 Ratings
Ticket creation and submission00 Ratings9.99 Ratings
Ticket response00 Ratings9.99 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 mangement10.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement10.01 Ratings00 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 repository8.069 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management7.674 Ratings00 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 base00 Ratings9.46 Ratings
Internal knowledge base00 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Jira Service Management
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
16% above category average
Customer portal00 Ratings9.78 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.99 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
Jira Service ManagementSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
ScoreĀ 9.4Ā outĀ ofĀ 10
SysAid
SysAid
ScoreĀ 9.1Ā outĀ ofĀ 10
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User Ratings
Jira Service ManagementSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
7.9
(83 ratings)
5.0
(19 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(4 ratings)
Usability
8.5
(8 ratings)
5.0
(4 ratings)
Support Rating
9.1
(25 ratings)
10.0
(5 ratings)
Implementation Rating
-
(0 ratings)
10.0
(2 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Jira Service ManagementSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Atlassian
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.
Read full review
SolarWinds
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.
Read full review
Pros
Atlassian
  • 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
Read full review
SolarWinds
  • 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.
Read full review
Cons
Atlassian
  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
Read full review
SolarWinds
  • 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.
Read full review
Likelihood to Renew
Atlassian
No answers on this topic
SolarWinds
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.
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Usability
Atlassian
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.
Read full review
SolarWinds
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
Read full review
Support Rating
Atlassian
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.
Read full review
SolarWinds
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
Read full review
Implementation Rating
Atlassian
No answers on this topic
SolarWinds
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.
Read full review
Alternatives Considered
Atlassian
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.
Read full review
SolarWinds
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.
Read full review
Return on Investment
Atlassian
  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
Read full review
SolarWinds
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFYā„¢ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.

SolarWinds Web Help Desk (WHD) Screenshots

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