Jira vs Web Help Desk
Jira
atlassian.com
Web Help Desk
solarwinds.comSide by side
| Figure | Jira | Web Help Desk |
|---|---|---|
| Price from | $7.91/mo | $26.67/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| Linux | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | — |
| API | Yes | — |
| Self-hosted | Yes | Yes |
| Plans published | 11 | 21 |
| Spec score · IT SLA Management Software | 9.2 (#3) | 7.9 (#28) |
| Spec score · IT Help Desk Software | 9.1 (#8) | 7.9 (#34) |
| Spec score · IT Ticketing Systems | 9.2 (#6) | 7.9 (#19) |
| Founded | 2002 | 1999 |
| Headquarters | Sydney, Australia and San Francisco, California | Austin, Texas, USA |
| Integrations | Jira has more than 3,000 Marketplace apps and integrations including GitHub, Azure DevOps, Jenkins, Slack, Microsoft Teams, Zoom, Figma, and Miro. | It integrates with SolarWinds Network Performance Monitor, Network Configuration Manager, and Server & Application Monitor to surface alerts and create tickets automatically. |
| Security | Jira supports customizable permissions, Premium IP allowlisting, SAML SSO and SCIM through Atlassian Guard, TLS 1.2+ in transit, and AES-256 encryption at rest. | The documentation describes HTTPS, HSTS, and FIPS cryptography support, with HTTPS enabled by default in Web Help Desk 12.7.1 and later and FIPS disabled by default. |
| Support | The Free plan includes Community Support, while Jira Cloud Premium includes 24/7 Premium Support. | Subscriptions include SolarWinds technical support, product updates, and access to the online customer portal. |
Plans
Jira
- FreeFree
- Standard$7.91 a month
- StandardPriced on request
- Premium$14.54 a month
- PremiumPriced on request
- EnterprisePriced on request
- FreeFree
- Data CenterPrice not published
- EnterprisePriced on request
- PremiumPrice not published
Web Help Desk
- 1–5 technicians$533 a year
- 6–10 technicians$524 a year
- 11–20 technicians$517 a year
- 21–30 technicians$507 a year
- 31–40 technicians$492 a year
- 41–50 technicians$473 a year
- 51–75 technicians$444 a year
- 76–100 technicians$417 a year
- 101–250 technicians$389 a year
- 251–500 technicians$357 a year
In their own words
Web Help Desk
Web Help Desk is a web-based ticketing system for IT support requests from internal and external clients. It can turn incoming email into tickets, route work to technicians or groups, and assign or escalate tickets automatically. Subscriptions include asset discovery, links between hardware and tickets, lifecycle tracking, and software license management. A searchable knowledge base supports end-user FAQs and support articles. Reports and dashboard widgets cover ticket activity, technician performance, customer satisfaction, billing data, and request trends, with configurable SLAs. Integrations with SolarWinds Network Performance Monitor, Network Configuration Manager, and Server & Application Monitor can surface alerts and create tickets. The Dameware Remote Support integration can launch a remote session from a request or asset inventory. Email support includes Gmail and Microsoft 365, and directory integration includes Active Directory and LDAP. Web Help Desk is self-hosted in the customer's infrastructure; supported server systems include specified Windows Server, macOS, and Linux versions. Subscriptions include technical support, product updates, and online customer portal access. There is no free plan, but a full product trial lasts 14 days and does not require a credit card. Annual plans are priced per technician, with unlimited end users: the 1–5 technician tier is $533 a year per technician, and the listed 251–500 tier is $357 a year per technician.