SolarWinds Service Desk vs Salesforce Service Cloud 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
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
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
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Pro Suite $100
- Salesforce Service Cloud Unlimited $330
- Free trial
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
Feature comparison
SolarWinds Service Desk
6.3/10
- 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
- Auto Bcc
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Shared canned responses
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
10/10
- Asset Relationship Mapping
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.5/10
- 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 Lists
- Identify contacts using external ID
7.5/10
- 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
- Round robin ticket assignment
6.7/10
- 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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
- SLA reporting
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
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
- SEO
5.3/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Private custom apps
- Gamification
- Webhooks
2.5/10
- Mobile Devices
- People Shared Services Ready
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- 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
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Tickets closed reports
- User-specific reporting
7/10
- 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
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Field-Level Access Control
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Log in with Google
3.3/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Facebook
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Twitter
- Web Widget
6.9/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
4.6/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Salesforce Service Cloud
6.3/10
- 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
- Auto Bcc
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Shared canned responses
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
0/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.3/10
- 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 Lists
- Identify contacts using external ID
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
- Round robin ticket assignment
8.3/10
- 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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
- SLA reporting
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
- Multiple SLA Policies
5.5/10
- 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)
- FreshThemes gallery
10/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
- SEO
8/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Private custom apps
- Gamification
- Webhooks
6.3/10
- Mobile Devices
- People Shared Services Ready
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Goals
6.1/10
- 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
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Tickets closed reports
- User-specific reporting
9.1/10
- 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
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Field-Level Access Control
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Log in with Google
8.3/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Facebook
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Twitter
- Web Widget
7.7/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
5.4/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Jira Service Management
5.2/10
- 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
- Auto Bcc
- Canned forms
- Contextual Workspaces
- Dynamic content
- Macros
- Personal canned responses
- Shared canned responses
- Light Agents
- Occasional agents
- Responsive, mobile-friendly Help Center
5/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
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 Lists
- Identify contacts using external ID
8.8/10
- 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
- Round robin ticket assignment
7.5/10
- 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
- Premium Sandbox
- Sandbox test environment
- Dynamic ticket forms
- SLA reporting
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
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Related articles
- SEO
8.7/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Endpoints
- Private custom apps
- Gamification
- Webhooks
1.3/10
- Mobile Devices
- People Shared Services Ready
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- 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
- Team Dashboards
- Ticket lifecycle report
- Performance distribution
- Support Performance dashboards
- Tickets closed reports
- User-specific reporting
7.8/10
- 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
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Field-Level Access Control
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- Log in with Google
4.2/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Facebook
- Live chat
- Multibrand Support
- SDK
- Support Bot
- Twitter
- Web Widget
6.2/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Satisfaction surveys - Customizable
- Spam filtering
- Ticket templates
- Watch tickets
6.9/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Agent Limit
- Date comparisons
- Facebook in-sync app
- Project Management
Reviews
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...
Salesforce Service Cloud
4 of 5
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
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...