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."The tool's most valuable feature is task creation. The tickets get timestamps as well."
"Incident Management is a good feature."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"I rate the solution a ten out of ten for scalability."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"SolarWinds is scalable as far as adding devices and servers."
"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."
"The most valuable feature of this solution is the assets management module."
"Once installed, it runs like a charm and doesn't ever crash."
"We'd like to have more integration into other platforms."
"The self-service feature for end users and the knowledge base need to be improved."
"They could improve the screens."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The solution does not have an automated approach to integration with other ManageEngine products."
"Offers very limited customizations."
"The interface is not the best. The user interface could be more intuitive."
"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)."
"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."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
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 PagerDuty Operations Cloud, whereas SolarWinds Web Help Desk is most compared with ServiceNow. See our ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.