# OpenText Service Management Automation X (SMAX) vs SolarWinds Web Help Desk Comparison | | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Star Rating** | 4.2 out of 5 | 3.9 out of 5 | | **Total Reviews** | 72 | 60 | | **Largest Market Segment** | Enterprise (57.1% of reviews) | Mid-Market (61.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### OpenText Service Management Automation X (SMAX) Pros: - Ease of Use (2 reviews) - Helpful (2 reviews) Cons: - Integration Issues (1 reviews) - Limited Customization (1 reviews) ### SolarWinds Web Help Desk Pros: - Ease of Use (1 reviews) Cons: - Feature Issues (1 reviews) - Missing Features (1 reviews) --- ## Ratings Comparison | Rating | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Meets Requirements** | 8.5 (67 reviews) | 8.4 (54 reviews) | | **Ease of Use** | 7.9 (67 reviews) | 7.9 (54 reviews) | | **Ease of Setup** | 7.3 (40 reviews) | 8.2 (34 reviews) | | **Ease of Admin** | 7.6 (40 reviews) | 8.6 (35 reviews) | | **Quality of Support** | 7.9 (66 reviews) | 8.0 (44 reviews) | | **Has the product been a good partner in doing business?** | 8.3 (40 reviews) | 8.1 (31 reviews) | | **Product Direction (% positive)** | 7.8 (63 reviews) | 6.1 (51 reviews) | --- ## Pricing ### OpenText Service Management Automation X (SMAX) #### Entry-Level Pricing No pricing available #### Free Trial Yes ### SolarWinds Web Help Desk #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **OpenText Service Management Automation X (SMAX)** | 8.5/10 | 9 | | **SolarWinds Web Help Desk** | 8.9/10 | 10 | #### Administration | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Change Management** | 9.2 (6 reviews) ✓ Verified | 8.3 (8 reviews) ✓ Verified | | **Asset Management** | 8.5 (8 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | | **Reports & Analytics** | 8.1 (7 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | #### Service Desk | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Help Desk** | 9.3 (7 reviews) ✓ Verified | 9.3 (10 reviews) ✓ Verified | | **Incident Reports** | 8.8 (8 reviews) ✓ Verified | 9.3 (9 reviews) ✓ Verified | | **Process Workflow** | 9.0 (7 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | #### Management | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Reporting** | 8.3 (8 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Administration Console** | 8.7 (5 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Access Management** | 7.9 (7 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Asset Management** | 7.9 (7 reviews) ✓ Verified | 8.0 (5 reviews) ✓ Verified | | **Policy Dictation** | Not enough data | Not enough data | #### Functionality | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Ticketing System** | 8.8 (8 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Performance Logging** | Not enough data | 8.6 (6 reviews) | | **Alerting** | 8.3 (7 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Automation** | 8.1 (7 reviews) ✓ Verified | 9.3 (5 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **OpenText Service Management Automation X (SMAX)** | N/A | N/A | | **SolarWinds Web Help Desk** | 8.8/10 | 10 | #### Monitoring | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Constant Monitoring** | Not enough data | Feature Not Available | | **Timely Alerts** | Not enough data | 8.7 (9 reviews) ✓ Verified | | **TIcket Accuracy** | Not enough data | 8.8 (10 reviews) ✓ Verified | | **AI Monitoring** | Not enough data | Not enough data | #### Management Tools | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Ticket Assignment** | Not enough data | 8.8 (10 reviews) ✓ Verified | | **Standardization** | Not enough data | Feature Not Available | | **Lifecycle Visualization** | Not enough data | 8.7 (10 reviews) ✓ Verified | #### Generative AI | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Incident Management | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **OpenText Service Management Automation X (SMAX)** | 8.1/10 | 15 | | **SolarWinds Web Help Desk** | 7.5/10 | 37 | #### Incident Management | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Automate Ticket Routing** | 8.6 (14 reviews) | 8.7 (31 reviews) | | **Ticket Prioritization** | 8.2 (14 reviews) | 8.7 (33 reviews) | | **Ticket Notifications** | 8.5 (14 reviews) | 9.1 (34 reviews) | | **Knowledge Base** | 8.1 (13 reviews) | 7.0 (29 reviews) | | **Knowledge Base/Ticket Integration** | 8.3 (11 reviews) | 7.1 (30 reviews) | #### Reporting | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Dashboards** | 7.9 (13 reviews) | 7.3 (31 reviews) | | **Time Tracking** | 7.8 (13 reviews) | 7.4 (28 reviews) | | **Surveys** | 8.3 (11 reviews) | 6.9 (24 reviews) | #### Access & Usability | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Mobile** | 7.6 (11 reviews) | 5.0 (25 reviews) | | **Self Service** | 8.5 (13 reviews) | 7.6 (33 reviews) | | **Active Directory** | 8.2 (11 reviews) | 8.6 (33 reviews) | | **Multi-Channel Access** | 7.4 (11 reviews) | 7.1 (25 reviews) | #### Agentic AI - Service Desk | Feature | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | --- ## Categories **Shared Categories (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Unique to SolarWinds Web Help Desk (1):** [Incident Management Software](https://www.g2.com/categories/incident-management) --- ## Reviewer Demographics ### By Company Size | Segment | OpenText Service Management Automation X (SMAX) | SolarWinds Web Help Desk | |---|---|---| | **Small-Business** | 18.6% | 16.9% | | **Mid-Market** | 24.3% | 61.0% | | **Enterprise** | 57.1% | 22.0% | ### By Industry #### OpenText Service Management Automation X (SMAX) - **Information Technology and Services:** 31.4% - **Airlines/Aviation:** 5.7% - **Banking:** 4.3% - **Computer Software:** 4.3% - **Financial Services:** 4.3% - **Hospital & Health Care:** 4.3% - **Insurance:** 4.3% - **Telecommunications:** 4.3% - **Non-Profit Organization Management:** 2.9% - **Business Supplies and Equipment:** 2.9% - **Other:** 31.4% #### SolarWinds Web Help Desk - **Information Technology and Services:** 25.4% - **Education Management:** 18.6% - **Higher Education:** 6.8% - **Hospital & Health Care:** 6.8% - **Banking:** 3.4% - **Biotechnology:** 3.4% - **Consumer Electronics:** 3.4% - **Food Production:** 3.4% - **Government Administration:** 3.4% - **Primary/Secondary Education:** 3.4% - **Other:** 22.0% --- ## Alternatives ### Alternatives to OpenText Service Management Automation X (SMAX) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1935 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews) - [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews) — 3.5/5 stars (57 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 4.0/5 stars (102 reviews) ### Alternatives to SolarWinds Web Help Desk - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1935 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (286 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4995 reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (469 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (970 reviews) --- ## Top Discussions ### OpenText Service Management Automation X (SMAX) No discussions available for this product. ### SolarWinds Web Help Desk - Title: [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) — 1 comment, 1 upvote > **Top comment:** "I don't think that will happen in near future. We have the same issue and got in touch with SolarWinds developers multiple times. They are hardly any good..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/opentext-service-management-automation-x-smax-vs-solarwinds-web-help-desk)