SolarWinds Service Desk vs Kayako vs Jira Service Management
Overview
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
Kayako
Kayako offers cloud and on-premise solutions to 50 000 organizations around the world. The company bests competitors at putting all the merry bunch of chat, ticketing system, email..., calls, and even the self-service support in one place. While organizing unnecessary stuff they make a go for enabling stellar services without a hustle. Here, we refer to automating routines to create space for sophisticated things.
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
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
Pricing
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial not available
Kayako
- Kayako Inbox $15
- Kayako Growth $30
- Kayako Scale $60
- Kayako Enterprise $100
- Free trial not available
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
—
- Free trial not available
Feature comparison
SolarWinds Service Desk
6.5/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Canned forms
- Dynamic content
- Essentials Card
- Light Agents
- Macros
- Occasional agents
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Auto Bcc
10/10
- Asset Relationship Mapping
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
8.6/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
8/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- SLA reporting
- Dynamic ticket forms
7.1/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
8.3/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
5.7/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- Related articles
5/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Private custom apps
- Webhooks
- Cloud telephony integration app
- Custom objects
- Gamification
2.9/10
- Mobile Devices
- People Shared Services Ready
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
5.6/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Advanced Insights
- Analytics
- Performance distribution
- Schedule Data Export
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
6.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Business rules analysis
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Field-Level Access Control
3.3/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Multibrand Support
- SDK
- Twitter
- Web Widget
6.4/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
6/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Kayako
7.3/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Canned forms
- Dynamic content
- Essentials Card
- Light Agents
- Macros
- Occasional agents
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Auto Bcc
0/10
- Asset Relationship Mapping
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
8.6/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
9/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- SLA reporting
- Dynamic ticket forms
2.9/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- 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
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
10/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- Related articles
6.3/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Private custom apps
- Webhooks
- Cloud telephony integration app
- Custom objects
- Gamification
5.7/10
- Mobile Devices
- People Shared Services Ready
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
5/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Advanced Insights
- Analytics
- Performance distribution
- Schedule Data Export
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
8.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Business rules analysis
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Field-Level Access Control
7.5/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Multibrand Support
- SDK
- Twitter
- Web Widget
8.6/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
5/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Jira Service Management
5.4/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Canned forms
- Dynamic content
- Essentials Card
- Light Agents
- Macros
- Occasional agents
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Auto Bcc
5/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer journey
10/10
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Auto reply
9/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- SLA reporting
- Dynamic ticket forms
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
1.8/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
6.7/10
- Change Management
- Problem Management
- Release Management
6.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
5.7/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- Related articles
8.1/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Email integration with Outlook
- Endpoints
- HubSpot Integration
- Private custom apps
- Webhooks
- Cloud telephony integration app
- Custom objects
- Gamification
1.4/10
- Mobile Devices
- People Shared Services Ready
- Branding removal
- Live chat proactive engagement rules
- Shared organizations
- Two-way email processing
- Goals
7.8/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Advanced Insights
- Analytics
- Performance distribution
- Schedule Data Export
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
7.2/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Business rules analysis
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Field-Level Access Control
4.2/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Multibrand Support
- SDK
- Twitter
- Web Widget
5.7/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
9/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Reviews
SolarWinds Service Desk
4 of 5 March 15, 2018
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 March 13, 2018
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 January 20, 2018
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...
Kayako
4 of 5 August 20, 2018
Good overall experience. Kayako's customer support team is amiable. Yet, they need to think through their price policy from the custome...
5 of 5 June 22, 2018
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily fill...
5 of 5 June 14, 2018
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Jira Service Management
4 of 5 March 22, 2020
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 October 23, 2018
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
4 of 5 March 12, 2018
Generally speaking, this is a very complete application. It’s very useful for both small and large teams, although more effort went int...