Jira Service Management vs SolarWinds Web Help Desk
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers more features (61 vs 33) and more integrations (11 vs 10). Starting price: Jira Service Management at $20/mo vs SolarWinds Web Help Desk at Contact Sales. Jira Service Management has 59 unique features while SolarWinds Web Help Desk has 31 unique features, with 2 features in common.
| Jira Service Management | SolarWinds Web Help Desk | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 33 |
| AI-Powered Features | 10 | 0 |
| Starting Price | $20/mo | Contact Sales |
| Pricing Tiers | 4 | 1 |
| Integrations | 11 | 10 |
| Shared Features | 2 | |
| Shared Integrations | 0 | |
| Data Quality | 95% | 85% |
Feature Comparison by Category
AI (6 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Smart Context with Teamwork Graph |
AIOps (4 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Advanced Admin Controls | ||
| Multiple Sites |
Analytics (2 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Cross-product Insights |
Asset Management (4 vs 8)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Asset Association with Tickets | ||
| Asset Discovery and Reporting | ||
| Asset Management | ||
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Hardware Asset Tracking | ||
| Purchase Order Tracking | ||
| Service Dependency Management | ||
| Service Registry | ||
| Software Asset Tracking | ||
| User Asset Assignment | ||
| Warranty and Lease Tracking |
Automation (1 vs 5)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Approval Workflow Automation | ||
| Email to Ticket Conversion | ||
| SLA Escalation | ||
| Ticket Assignment and Routing | ||
| Ticket Routing Rules | ||
| Unlimited Automations |
Change Management (5 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Change Advisory Board | ||
| Change Calendar | ||
| Change Management | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Dev and Ops Collaboration |
Communication (2 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Status Pages | ||
| Unlimited Email Notifications |
Configuration (0 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Color Coding and Sorting | ||
| SLA Configuration |
Core ITSM (6 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Data Management (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Alert Data Retention |
Incident Management (9 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Incident Tracking | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Parent-Child Ticket Relationships | ||
| Real-time Incident Monitoring |
Integration (5 vs 5)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| Active Directory Integration | ||
| Chat Integration | ||
| ITOM Integration | ||
| Integrations for ChatOps and Monitoring | ||
| LDAP Integration | ||
| Link Requests to Jira Issues | ||
| Remote Support Integration | ||
| Rich APIs | ||
| SolarWinds Network Management Integration |
Knowledge Management (3 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Knowledge Base Articles in Tickets | ||
| Knowledge Base Management | ||
| Multiple Help Centers |
Localization (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Multi-language Support |
Mobile (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Mobile App |
Notifications (0 vs 1)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Email and SMS Alerts |
Platform (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Service Collection |
Reporting (1 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Default and Customizable Reports | ||
| SLA Monitoring by Status | ||
| SLA Reporting |
Request Management (2 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Security (3 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Audit Logs | ||
| Enterprise-grade Identity and Access Management | ||
| Multi-region Data Residency |
Self-Service (0 vs 1)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Self-Service Resolution |
Task Management (0 vs 1)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Task Management |
Templates (1 vs 0)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| ESM Templates |
Ticketing (0 vs 2)
| Feature | Jira Service Management | SolarWinds Web Help Desk |
|---|---|---|
| Central Ticketing System | ||
| Streamlined Ticketing Management |
Unique Features
Only in Jira Service Management (59)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 39 more unique features
Only in SolarWinds Web Help Desk (31)
Asset Association with Tickets
Asset Discovery and Reporting
Hardware Asset Tracking
Purchase Order Tracking
Software Asset Tracking
User Asset Assignment
Warranty and Lease Tracking
Approval Workflow Automation
Email to Ticket Conversion
SLA Escalation
Ticket Assignment and Routing
Ticket Routing Rules
Change Advisory Board
Color Coding and Sorting
SLA Configuration
Incident Tracking
Parent-Child Ticket Relationships
Active Directory Integration
ITOM Integration
LDAP Integration
+ 11 more unique features
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