Compare ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk

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Find out what your peers are saying about ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk and other solutions. Updated: November 2020.
446,956 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The most valuable features are the ITIL compliance and billing.""We have found the reporting in this product to be very useful.""The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like.""The product is very scalable and stable when used as a help desk once it is built out."

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"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."

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Cons
"There is no cloud-based version and it would be helpful if it were available.""I would like to see some kind of project management or portfolio management in a future version.""They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""The product is very difficult to use and configure and requires specialists.""The business model for the company is to sell low and charge for customization, education or expertise.""The tech support is terrible and that seems to be a part of their business plan."

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"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."

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Pricing and Cost Advice
"The licensing fees depend on different criteria, including options and sizing.""ManageEngine products will always be the lowest cost in category as that is part of their business model."

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"They charge by the technician. It costs $117 per technician per year."

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Questions from the Community
Top Answer: We have found the reporting in this product to be very useful.
Top Answer: I would like to see some kind of project management or portfolio management in a future version.
Top Answer: We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management.
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Ranking
17th
out of 52 in Help Desk Software
Views
196
Comparisons
162
Reviews
4
Average Words per Review
634
Avg. Rating
7.8
24th
out of 52 in Help Desk Software
Views
1,085
Comparisons
911
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
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ManageEngine
SolarWinds
Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about ManageEngine SupportCenter Plus
Learn more about SolarWinds Web Help Desk
Sample Customers
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital SystemsInstacart
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk and other solutions. Updated: November 2020.
446,956 professionals have used our research since 2012.
ManageEngine SupportCenter Plus is ranked 17th in Help Desk Software with 4 reviews while SolarWinds Web Help Desk is ranked 24th in Help Desk Software with 2 reviews. ManageEngine SupportCenter Plus is rated 7.8, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". ManageEngine SupportCenter Plus is most compared with Dameware Remote Support, ManageEngine ServiceDesk Plus and ServiceNow, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, ServiceNow, Zendesk Guide and IBM Maximo. See our ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk report.

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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.