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."ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"ManageEngine provides additional modules that we can integrate in the future."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The solution offers a lot of opportunities for integrations."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"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."
"The solution is free for up to five users."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"Improvement is needed in the Software Assets Management functionality."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"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."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"I would like to improve the task management module and analytics."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
"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."
"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."
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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 PagerDuty Operations Cloud, 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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