We performed a comparison between ManageEngine ServiceDesk Plus and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The most valuable feature is its ease of use."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The GUI is very good."
"Incident Management is a good feature."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The most valuable feature of this solution is the assets management module."
"SolarWinds is scalable as far as adding devices and servers."
"Once installed, it runs like a charm and doesn't ever crash."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The solution’s reporting could be improved."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SymphonyAI IT Service Management, whereas SolarWinds Web Help Desk is most compared with ServiceNow. See our ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk report.
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