Introducing G2.ai, the future of software buying.Try now
Compare Jira Service Management and SolarWinds Web Help Desk 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
SysAid
Visit Website
At a Glance
Market Segments
Mid-Market (42.8% of reviews)
Mid-Market (61.4% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(949)4.3 out of 5
Market Segments
Mid-Market (42.8% of reviews)
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSolarWinds Web Help Desk
Star Rating
(57)3.9 out of 5
Market Segments
Mid-Market (61.4% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Web Help Desk excels in ticket creation user experience with a score of 8.9, while Jira Service Management, although strong, has a slightly lower score in this area. Reviewers mention that the intuitive interface of SolarWinds makes it easier for users to create and manage tickets efficiently.
- Reviewers mention that Jira Service Management shines in SLA Management with a score of 8.7, compared to SolarWinds' score of 8.4. Users on G2 appreciate the robust SLA tracking features in Jira, which help ensure timely responses and adherence to service agreements.
- Users say that SolarWinds Web Help Desk has a superior ticket collaboration feature, scoring 9.1, which allows for seamless communication among team members. In contrast, Jira Service Management, while effective, scores lower in this area, indicating that collaboration may not be as fluid.
- Reviewers mention that Jira Service Management offers a more comprehensive knowledge base integration with a score of 8.3, compared to SolarWinds' score of 6.9. Users appreciate how Jira's knowledge base is easily accessible during ticket resolution, enhancing overall efficiency.
- G2 users report that SolarWinds Web Help Desk has a higher score in help desk functionality at 9.3, indicating a strong performance in managing support requests. Users highlight the effectiveness of its help desk features, which streamline the support process.
- Users on G2 mention that Jira Service Management provides better mobile support with a score of 7.8, compared to SolarWinds' lower score of 4.7. This is particularly important for teams that require access to support tools on the go, making Jira a more flexible option for mobile users.
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 Web Help Desk
No pricing availableFree Trial
Jira Service Management
Free Trial is available
SolarWinds Web Help Desk
Free Trial is available
Ratings
Meets Requirements
8.7
840
8.5
52
Ease of Use
8.2
847
7.9
52
Ease of Setup
8.0
455
8.2
32
Ease of Admin
8.0
358
8.5
34
Quality of Support
8.4
724
8.0
42
Has the product been a good partner in doing business?
8.7
335
8.1
30
Product Direction (% positive)
8.7
809
6.2
49
Features by Category
Ticket and Case Management
9.0
81
Not enough data
9.0
79
Not enough data
8.9
80
Not enough data
8.8
78
Not enough data
8.8
77
Not enough data
8.7
79
Not enough data
9.2
78
Not enough data
8.5
77
Not enough data
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Not enough data
Platform
8.1
83
Not enough data
8.4
85
Not enough data
8.8
84
Not enough data
8.8
80
Not enough data
8.6
82
Not enough data
8.6
79
Not enough data
Administration
8.9
165
|
Verified
8.3
8
|
Verified
8.5
159
|
Verified
9.0
8
|
Verified
8.9
170
|
Verified
8.3
10
|
Verified
Service Desk
8.9
176
|
Verified
9.3
10
|
Verified
8.8
176
|
Verified
9.3
9
|
Verified
8.8
175
|
Verified
9.0
10
|
Verified
Management
9.0
152
|
Verified
9.0
7
|
Verified
8.9
147
|
Verified
9.5
7
|
Verified
8.7
148
|
Verified
8.9
6
|
Verified
8.6
143
|
Verified
8.0
5
|
Verified
8.6
139
|
Verified
Not enough data
Functionality
9.1
157
|
Verified
9.5
7
|
Verified
8.8
149
8.6
6
8.7
154
|
Verified
8.9
6
|
Verified
8.9
151
|
Verified
9.3
5
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
80
Not enough data
8.5
79
Not enough data
8.3
79
Not enough data
8.3
79
Not enough data
8.3
80
Not enough data
8.1
80
Not enough data
8.3
81
Not enough data
Monitoring
8.9
145
|
Verified
Feature Not Available
9.0
149
|
Verified
8.5
8
|
Verified
9.1
146
|
Verified
8.7
9
|
Verified
8.5
69
Not enough data
Management Tools
9.1
148
|
Verified
8.7
9
|
Verified
8.9
147
|
Verified
Feature Not Available
9.0
135
|
Verified
8.7
9
|
Verified
Generative AI
8.0
76
Not enough data
8.3
74
Not enough data
Agentic AI - Incident Management
8.3
60
Not enough data
8.4
60
Not enough data
8.5
59
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.6
60
Not enough data
8.5
60
Not enough data
Generative AI
8.3
25
Not enough data
Agentic AI - IT Alerting
8.4
24
Not enough data
8.7
24
Not enough data
9.0
24
Not enough data
8.5
24
Not enough data
8.5
24
Not enough data
8.7
24
Not enough data
8.7
24
Not enough data
Incident Management
8.7
304
8.6
30
8.8
313
8.6
32
8.8
323
9.0
33
8.4
278
6.9
28
8.5
275
7.1
29
Reporting
8.5
307
7.3
30
8.4
301
7.4
27
8.2
231
6.8
23
Access & Usability
8.1
227
4.9
24
8.6
274
7.6
32
8.5
236
8.6
32
8.4
231
7.1
24
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
73
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and SolarWinds Web Help 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 Web Help Desk has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Web Help 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
31.1%
Computer Software
16.1%
Financial Services
4.8%
Internet
4.6%
Telecommunications
3.2%
Other
40.3%
Information Technology and Services
24.6%
Education Management
19.3%
Higher Education
7.0%
Hospital & Health Care
5.3%
Retail
3.5%
Other
40.4%
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
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
Are they ever going to fix the issue with opening new tabs and it updating a different ticket?
1 Comment
CC
I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good...Read more
SolarWinds Web Help Desk has no more discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
