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- Jira Service Management-vs-SolarWinds Service Desk
Compare Jira Service Management and SolarWinds Service Desk 
At a Glance
Market Segments
Mid-Market (40.5% of reviews)
Mid-Market (68.3% of reviews)
Entry-Level Pricing
0/agent/month
$39.00 Per Month
Jira Service Management
Star Rating
(779)4.2 out of 5
Market Segments
Mid-Market (40.5% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansSolarWinds Service Desk
Star Rating
(742)4.3 out of 5
Market Segments
Mid-Market (68.3% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Service Desk excels in ease of use with a score of 9.0, while Jira Service Management has a lower score of 8.1, indicating that SolarWinds may provide a more intuitive interface for everyday tasks.
- Reviewers mention that Jira Service Management shines in ticket response user experience, scoring 9.2 compared to SolarWinds' 8.2, suggesting that users may find Jira's ticket handling more efficient and responsive.
- G2 users highlight that SolarWinds Service Desk offers superior quality of support with a score of 8.9, while Jira Service Management scores 8.2, indicating that users may receive more effective assistance when issues arise with SolarWinds.
- Users on G2 report that Jira Service Management has a more robust ticket collaboration feature, scoring 9.1 against SolarWinds' 8.0, which may enhance teamwork and communication during ticket resolution.
- Reviewers say that SolarWinds Service Desk provides a better overall experience in SLA management with a score of 8.0, while Jira Service Management scores 8.4, suggesting that users may find it easier to manage service level agreements with Jira.
- Users report that both products have strong ticketing systems, each scoring 9.1, but reviewers mention that SolarWinds' performance logging feature, scoring 8.4, may not be as comprehensive as Jira's 9.0, indicating a potential gap in performance tracking capabilities.
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Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
Free Trial
Jira Service Management
Free Trial is available
SolarWinds Service Desk
Free Trial is available
Ratings
Meets Requirements
8.7
677
8.6
670
Ease of Use
8.1
681
9.0
670
Ease of Setup
7.6
292
8.6
545
Ease of Admin
7.7
282
8.9
562
Quality of Support
8.3
570
8.9
645
Has the product been a good partner in doing business?
8.5
260
9.0
542
Product Direction (% positive)
8.4
651
9.0
653
Features by Category
Ticket and Case Management
9.0
27
Not enough data
9.2
25
Not enough data
8.7
27
Not enough data
8.9
25
Not enough data
8.5
24
Not enough data
8.5
26
Not enough data
9.1
26
Not enough data
8.0
24
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.6
28
Not enough data
8.5
28
Not enough data
7.9
21
Not enough data
7.8
19
Not enough data
7.5
18
Not enough data
Platform
7.7
25
Not enough data
8.2
28
Not enough data
8.3
27
Not enough data
9.0
25
Not enough data
8.4
26
Not enough data
8.2
24
Not enough data
Administration
9.0
74
|
Verified
8.7
102
|
Verified
8.5
68
|
Verified
8.6
106
|
Verified
8.9
80
|
Verified
8.4
116
|
Verified
Service Desk
8.9
87
|
Verified
9.3
123
|
Verified
9.0
86
|
Verified
9.2
122
|
Verified
8.9
87
|
Verified
8.7
116
|
Verified
Management
9.1
63
|
Verified
8.3
63
|
Verified
9.0
58
|
Verified
8.8
62
|
Verified
8.8
59
|
Verified
8.5
61
|
Verified
8.8
55
|
Verified
8.2
53
|
Verified
8.6
51
|
Verified
7.7
44
|
Verified
Functionality
9.1
67
|
Verified
9.1
67
|
Verified
9.0
59
8.4
51
|
Verified
8.8
64
|
Verified
8.8
58
|
Verified
8.9
63
|
Verified
8.1
61
|
Verified
Monitoring
8.9
73
|
Verified
8.5
65
|
Verified
9.1
77
|
Verified
8.5
74
|
Verified
9.1
77
|
Verified
8.7
80
|
Verified
Management Tools
9.0
77
|
Verified
8.9
85
|
Verified
8.9
76
|
Verified
8.7
86
|
Verified
9.2
65
|
Verified
8.5
73
|
Verified
Generative AI
Feature Not Available
7.0
15
Feature Not Available
7.3
15
Asset Inventory
Not enough data
8.5
57
Not enough data
8.4
56
Not enough data
8.2
44
Not enough data
8.1
44
Not enough data
8.1
54
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Management
Not enough data
8.7
59
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
49
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
219
8.6
410
8.7
226
8.6
407
8.7
236
8.8
440
8.3
192
8.4
394
8.3
189
8.5
379
Reporting
8.4
222
8.4
428
8.4
216
8.1
339
7.9
147
8.1
313
Access & Usability
7.8
143
7.2
342
8.5
191
8.5
384
8.4
154
8.3
323
8.3
150
8.5
260
Categories
Categories
Shared Categories
Jira Service Management and SolarWinds Service Desk are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Jira Service Management is categorized as IT Alerting and Help Desk
SolarWinds Service Desk is categorized as IT Asset Management and Software Asset Management Tools
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Service Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.5%
Information Technology and Services
12.4%
Hospital & Health Care
7.4%
Higher Education
5.1%
Education Management
4.9%
Financial Services
4.4%
Other
65.8%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Sushant D.
Verified User in Information Technology and Services
Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole. It uses kanban board to show a detailed information of the individuals. We can...
Most Helpful Critical Review
Elizabeth B.
Verified User in Computer Software
It's not easy to find all the content using the search engine, breadcrumbs, or menus. I want to find things easily like I do in other content management systems. However, I find there's no real convenience in finding content even when I'd just worked on it.
SolarWinds Service Desk
Most Helpful Favorable Review
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Most Helpful Critical Review
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
Sushant D.
Verified User in Information Technology and Services
Jira, provides an ease in tracking down the tasks, and efforts of an individual, and generates a report for this data given, providing the efficiency of the team as a whole. It uses kanban board to show a detailed information of the individuals. We can...
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Elizabeth B.
Verified User in Computer Software
It's not easy to find all the content using the search engine, breadcrumbs, or menus. I want to find things easily like I do in other content management systems. However, I find there's no real convenience in finding content even when I'd just worked on it.
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
Windows Installer
1 comment
JB
This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere.
Samanage had an EXE and an ISO. I'm none to interested in...Read more
How do I upload a solution article using tablets or phones?
1 comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
SolarWinds Service Desk has no more discussions with answers
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