JitBit Help Desk vs. SolarWinds Service Desk (SSD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
JitBit Help Desk
Score 9.2 out of 10
Small Businesses (1-50 employees)
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.N/A
SolarWinds Service Desk
Score 8.2 out of 10
N/A
SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.N/A
Pricing
JitBit Help DeskSolarWinds Service Desk (SSD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
JitBit Help DeskSolarWinds Service Desk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
JitBit Help DeskSolarWinds Service Desk (SSD)
Top Pros
Top Cons
Features
JitBit Help DeskSolarWinds Service Desk (SSD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
JitBit Help Desk
10.0
3 Ratings
24% above category average
SolarWinds Service Desk (SSD)
8.0
96 Ratings
2% below category average
Organize and prioritize service tickets10.03 Ratings9.395 Ratings
Subscription-based notifications10.02 Ratings8.967 Ratings
ITSM collaboration and documentation10.01 Ratings8.176 Ratings
Ticket creation and submission10.03 Ratings00 Ratings
Ticket response10.03 Ratings00 Ratings
Expert directory00 Ratings7.956 Ratings
Service restoration00 Ratings7.357 Ratings
Self-service tools00 Ratings8.085 Ratings
ITSM reports and dashboards00 Ratings6.486 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
JitBit Help Desk
8.0
3 Ratings
3% above category average
SolarWinds Service Desk (SSD)
-
Ratings
External knowledge base8.01 Ratings00 Ratings
Internal knowledge base8.03 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
JitBit Help Desk
9.5
2 Ratings
21% above category average
SolarWinds Service Desk (SSD)
-
Ratings
Customer portal9.72 Ratings00 Ratings
Email support9.92 Ratings00 Ratings
Help Desk CRM integration9.01 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
JitBit Help Desk
-
Ratings
SolarWinds Service Desk (SSD)
6.9
81 Ratings
17% below category average
Configuration mangement00 Ratings6.973 Ratings
Asset management dashboard00 Ratings6.980 Ratings
Policy and contract enforcement00 Ratings6.963 Ratings
Change management
Comparison of Change management features of Product A and Product B
JitBit Help Desk
-
Ratings
SolarWinds Service Desk (SSD)
8.0
79 Ratings
4% below category average
Change requests repository00 Ratings8.663 Ratings
Change calendar00 Ratings7.743 Ratings
Service-level management00 Ratings7.871 Ratings
Best Alternatives
JitBit Help DeskSolarWinds Service Desk (SSD)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
JitBit Help DeskSolarWinds Service Desk (SSD)
Likelihood to Recommend
10.0
(3 ratings)
7.9
(118 ratings)
Likelihood to Renew
-
(0 ratings)
6.5
(8 ratings)
Usability
-
(0 ratings)
8.9
(7 ratings)
Availability
-
(0 ratings)
8.7
(7 ratings)
Performance
-
(0 ratings)
8.9
(4 ratings)
Support Rating
-
(0 ratings)
8.0
(92 ratings)
In-Person Training
-
(0 ratings)
9.1
(1 ratings)
Online Training
-
(0 ratings)
8.2
(2 ratings)
Implementation Rating
-
(0 ratings)
8.9
(3 ratings)
Configurability
-
(0 ratings)
7.3
(1 ratings)
Ease of integration
-
(0 ratings)
4.5
(1 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.2
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.7
(2 ratings)
User Testimonials
JitBit Help DeskSolarWinds Service Desk (SSD)
Likelihood to Recommend
JitBit Software
If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
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SolarWinds
If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
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Pros
JitBit Software
  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
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SolarWinds
  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
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Cons
JitBit Software
  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
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SolarWinds
  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
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Likelihood to Renew
JitBit Software
No answers on this topic
SolarWinds
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
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Usability
JitBit Software
No answers on this topic
SolarWinds
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
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Reliability and Availability
JitBit Software
No answers on this topic
SolarWinds
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
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Performance
JitBit Software
No answers on this topic
SolarWinds
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
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Support Rating
JitBit Software
No answers on this topic
SolarWinds
SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
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Online Training
JitBit Software
No answers on this topic
SolarWinds
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
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Implementation Rating
JitBit Software
No answers on this topic
SolarWinds
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
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Alternatives Considered
JitBit Software
We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
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SolarWinds
We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
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Scalability
JitBit Software
No answers on this topic
SolarWinds
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
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Return on Investment
JitBit Software
  • Allowed us to blow up the amount of employees we had in our company.
  • Created accountability between teams, which reduced bickering and finger pointing.
  • Brought light to blind spots in work flow.
  • Every, EVERY, hand off is fast, clear and understood between employees... It's great.
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SolarWinds
  • We are more easily able to quantify user satisfaction with support.
  • We are able to develop SLAs that quantify and define the obligation of our support teams.
  • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
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ScreenShots

SolarWinds Service Desk Screenshots

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