Jira Service Management vs SolarWinds Service Desk vs Freshdesk
Overview
Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Feature comparison
Jira Service Management
4.7/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Email signatures
- Interaction History (Ticket activities)
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Summary app
- Traffic cop
5/10
- ITSM Process Integration
- Asset Relationship Mapping
7.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
4.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer profiles
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
8.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
- Service Catalog
- Auto-suggest Solutions
1.8/10
- Asset Lifecycle Management
- Risk Management
- Asset Auto-discovery
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
- Warranty Information
6.7/10
- Change Management
- Problem Management
- Release Management
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Custom domain mapping
- Branding removal (Help Center)
- FreshThemes gallery
5.7/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Rich text Help Center articles
- Internal Help Center
- SEO
8.7/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
3.3/10
- Goals
- Mobile Devices
- People Shared Services Ready
6.7/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Google Analytics for Help Center
- Schedule Reports
- Advanced Insights
- Schedule Data Export
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
7.8/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- SSL encryption
- Custom email servers
- Network access restriction (IP Whitelisting)
4.2/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Chat Support (in English)
- Guidance Program
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
4/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Merge tickets
- Outbound email
- Annotated image attachments
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Printer-friendly
- Automatic sitemap generation
- Voicemail integration
SolarWinds Service Desk
5.7/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Email signatures
- Interaction History (Ticket activities)
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Summary app
- Traffic cop
10/10
- ITSM Process Integration
- Asset Relationship Mapping
2.5/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
6.9/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer profiles
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
6.7/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
7.1/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
- Service Catalog
- Auto-suggest Solutions
10/10
- Asset Lifecycle Management
- Risk Management
- Asset Auto-discovery
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Custom domain mapping
- Branding removal (Help Center)
- FreshThemes gallery
5.7/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Rich text Help Center articles
- Internal Help Center
- SEO
5.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
6.7/10
- Goals
- Mobile Devices
- People Shared Services Ready
4.8/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Google Analytics for Help Center
- Schedule Reports
- Advanced Insights
- Schedule Data Export
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
7/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- SSL encryption
- Custom email servers
- Network access restriction (IP Whitelisting)
3.3/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Chat Support (in English)
- Guidance Program
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
4.5/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Merge tickets
- Outbound email
- Annotated image attachments
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Printer-friendly
- Automatic sitemap generation
- Voicemail integration
Freshdesk
9/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Email signatures
- Interaction History (Ticket activities)
- Skills-based routing
- To-dos
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Session replay
- Shared canned responses
- Summary app
- Traffic cop
0/10
- ITSM Process Integration
- Asset Relationship Mapping
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
- Contextual collaboration with Freshconnect
9.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer profiles
- Device data log
- Customer 360
- Customer journey
- Customer segments
- Identify contacts using external ID
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
10/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
- Service Catalog
- Auto-suggest Solutions
0/10
- Asset Lifecycle Management
- Risk Management
- Asset Auto-discovery
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Custom domain mapping
- Branding removal (Help Center)
- FreshThemes gallery
8.6/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- Rich text Help Center articles
- Internal Help Center
- SEO
9.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
0/10
- Goals
- Mobile Devices
- People Shared Services Ready
7.6/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Google Analytics for Help Center
- Schedule Reports
- Advanced Insights
- Schedule Data Export
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
7.8/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Custom SSL certificates (default free)
- SSL encryption
- Custom email servers
- Network access restriction (IP Whitelisting)
9.2/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Chat Support (in English)
- Guidance Program
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
10/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Merge tickets
- Outbound email
- Annotated image attachments
- Assume identity
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Split tickets
- Ticket templates
- Undo send
7.5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Printer-friendly
- Automatic sitemap generation
- Voicemail integration
Reviews
Jira Service Management
4 of 5
The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special acce...
4 of 5
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
4 of 5
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
SolarWinds Service Desk
4 of 5
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...
Freshdesk
4 of 5
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...