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- ManageEngine-vs-SolarWinds Web Help Desk
Compare ManageEngine ServiceDesk Plus and SolarWinds Web Help Desk 
At a Glance
Market Segments
Mid-Market (60.0% of reviews)
Mid-Market (62.5% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
No pricing available
ManageEngine ServiceDesk Plus
Star Rating
(231)4.2 out of 5
Market Segments
Mid-Market (60.0% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSolarWinds Web Help Desk
Star Rating
(56)3.9 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Web Help Desk excels in its Asset Management feature, scoring a remarkable 9.0, which reviewers mention provides comprehensive tracking and management of IT assets. In contrast, ManageEngine ServiceDesk Plus has a slightly lower score of 8.7 in this area, indicating it may not be as robust in asset tracking.
- Reviewers mention that ManageEngine ServiceDesk Plus shines in Knowledge Base integration, scoring 8.1, which users say enhances ticket resolution efficiency. SolarWinds Web Help Desk, however, received a lower score of 6.9, suggesting that its knowledge base features may not be as effective or user-friendly.
- G2 users highlight the superior Timely Alerts functionality of ManageEngine ServiceDesk Plus, which scored 9.1, indicating that users receive notifications promptly. In comparison, SolarWinds Web Help Desk scored 8.6, which may lead to delays in incident response.
- Users on G2 report that SolarWinds Web Help Desk has a strong Ticket Collaboration feature, scoring 8.5, which reviewers say facilitates teamwork effectively. ManageEngine ServiceDesk Plus, while still good at 8.5, may not offer the same level of collaborative tools as SolarWinds.
- Reviewers mention that ManageEngine ServiceDesk Plus provides a more user-friendly Self Service portal, scoring 8.1, which users say improves customer satisfaction. SolarWinds Web Help Desk, with a score of 7.5, may not offer the same ease of use for end-users.
- Users report that SolarWinds Web Help Desk has a strong Ticketing System with a score of 9.5, which reviewers say is highly effective for managing support requests. ManageEngine ServiceDesk Plus, while still competent at 9.0, may not match the efficiency and features offered by SolarWinds in this critical area.
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Pricing
Entry-Level Pricing
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
SolarWinds Web Help Desk
No pricing availableFree Trial
ManageEngine ServiceDesk Plus
Free Trial is available
SolarWinds Web Help Desk
Free Trial is available
Ratings
Meets Requirements
8.6
207
8.5
51
Ease of Use
8.5
207
7.9
51
Ease of Setup
8.1
148
8.2
31
Ease of Admin
8.4
149
8.5
33
Quality of Support
8.2
192
7.9
41
Has the product been a good partner in doing business?
8.3
142
8.0
29
Product Direction (% positive)
8.2
199
6.1
48
Features by Category
Ticket and Case Management
8.3
26
Not enough data
8.5
27
Not enough data
8.5
26
Not enough data
8.7
25
Not enough data
8.2
26
Not enough data
8.3
27
Not enough data
8.6
26
Not enough data
7.9
25
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.3
26
Not enough data
9.0
27
Not enough data
7.8
21
Not enough data
7.1
18
Not enough data
6.9
18
Not enough data
Platform
7.3
20
Not enough data
7.7
24
Not enough data
8.5
26
Not enough data
7.6
24
Not enough data
8.0
26
Not enough data
8.3
25
Not enough data
Administration
8.8
32
|
Verified
8.3
8
|
Verified
8.7
32
|
Verified
9.0
8
|
Verified
8.8
33
|
Verified
8.3
10
|
Verified
Service Desk
9.1
35
|
Verified
9.3
10
|
Verified
8.8
35
|
Verified
9.3
9
|
Verified
8.7
34
|
Verified
9.0
10
|
Verified
Management
8.4
31
|
Verified
9.0
7
|
Verified
8.4
29
|
Verified
9.5
7
|
Verified
8.5
29
|
Verified
8.9
6
|
Verified
8.6
30
|
Verified
8.0
5
|
Verified
7.9
28
|
Verified
Not enough data
Functionality
9.0
32
|
Verified
9.5
7
|
Verified
8.3
32
|
Verified
8.6
6
8.6
30
|
Verified
8.9
6
|
Verified
8.4
32
|
Verified
9.3
5
|
Verified
Administration
9.7
10
|
Verified
Not enough data
9.6
9
|
Verified
Not enough data
9.8
10
|
Verified
Not enough data
Monitoring and Management
9.1
11
|
Verified
Not enough data
9.5
10
|
Verified
Not enough data
9.8
9
|
Verified
Not enough data
10.0
8
|
Verified
Not enough data
Organization
9.6
9
|
Verified
Not enough data
Service Management
9.3
10
|
Verified
Not enough data
10.0
9
|
Verified
Not enough data
9.7
10
|
Verified
Not enough data
Monitoring
8.9
23
|
Verified
Feature Not Available
9.2
24
|
Verified
8.6
7
|
Verified
9.1
25
|
Verified
8.5
8
|
Verified
Management Tools
9.2
26
|
Verified
8.8
8
|
Verified
8.7
24
|
Verified
Feature Not Available
8.9
23
|
Verified
8.5
8
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Incident Management
8.6
87
8.7
29
8.6
88
8.7
31
8.8
92
9.0
32
8.0
84
6.9
27
8.1
82
7.0
28
Reporting
8.3
88
7.2
29
8.5
79
7.4
26
8.1
67
6.7
22
Access & Usability
7.1
68
4.7
23
8.1
74
7.5
31
8.5
84
8.6
31
7.9
61
7.0
23
Categories
Categories
Shared Categories
ManageEngine ServiceDesk Plus and SolarWinds Web Help Desk are categorized as IT Service Management (ITSM) Tools, Service Desk, and Incident Management
Unique Categories
ManageEngine ServiceDesk Plus is categorized as Remote Monitoring & Management (RMM) and Help Desk
SolarWinds Web Help Desk has no unique categories
Reviews
Reviewers' Company Size
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.0%
Hospital & Health Care
4.9%
Financial Services
4.9%
Oil & Energy
4.0%
Health, Wellness and Fitness
3.1%
Other
64.2%
Information Technology and Services
25.0%
Education Management
17.9%
Higher Education
7.1%
Hospital & Health Care
5.4%
Retail
3.6%
Other
41.1%
Most Helpful Reviews
ManageEngine ServiceDesk Plus
Most Helpful Favorable Review
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Most Helpful Critical Review
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
SolarWinds Web Help Desk
Most Helpful Favorable Review
Verified User in Food Production
Its easy to use and the end user doesn't require any extra training. We managed to install this on a local server running 2012R2. SW tech support was great in assisting me in setting this up and troubleshooting the issue we did run into. They are excellent.
Most Helpful Critical Review
William K.
Verified User in Business Supplies and Equipment
Slow update cycle. Very dated iOS applicaion. Cannot create tickets from within iOS applicaiton. Inventory system severely lacking.
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Verified User in Food Production
Its easy to use and the end user doesn't require any extra training. We managed to install this on a local server running 2012R2. SW tech support was great in assisting me in setting this up and troubleshooting the issue we did run into. They are excellent.
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
William K.
Verified User in Business Supplies and Equipment
Slow update cycle. Very dated iOS applicaion. Cannot create tickets from within iOS applicaiton. Inventory system severely lacking.
Alternatives
Discussions
ManageEngine ServiceDesk Plus has no discussions with answers
Are they ever going to fix the issue with opening new tabs and it updating a different ticket?
1 comment
CC
I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good...Read more
SolarWinds Web Help Desk has no more discussions with answers
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