We performed a comparison between ManageEngine ServiceDesk Plus and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"It's very easy to customize the tool to your business needs."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"I rate the solution a ten out of ten for scalability."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"It is easy to use."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"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."
"They could improve the screens."
"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."
"Lacks some flexibility in the configuration of workflows."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"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)."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SolarWinds Web Help Desk is ranked 17th 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, Zoho Desk, Freshservice and OpenText Service Management Automation X (SMAX), whereas SolarWinds Web Help Desk is most compared with ServiceNow.
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