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Compare OTRS and SolarWinds Web Help Desk 
Featured Products
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Mid-Market (61.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
OTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSolarWinds Web Help Desk
Star Rating
(57)3.9 out of 5
Market Segments
Mid-Market (61.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskOTRS vs SolarWinds Web Help Desk
When assessing the two solutions, reviewers found OTRS easier to use. However, SolarWinds Web Help Desk is easier to set up and administer. Reviewers also preferred doing business with SolarWinds Web Help Desk overall.
- Reviewers felt that OTRS meets the needs of their business better than SolarWinds Web Help Desk.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of OTRS over SolarWinds Web Help Desk.
Pricing
Entry-Level Pricing
OTRS
No pricing availableSolarWinds Web Help Desk
No pricing availableFree Trial
OTRS
No trial information availableSolarWinds Web Help Desk
Free Trial is available
Ratings
Meets Requirements
9.2
33
8.5
52
Ease of Use
9.1
33
7.9
52
Ease of Setup
7.9
8
8.2
32
Ease of Admin
6.9
7
8.5
34
Quality of Support
9.0
28
8.0
42
Has the product been a good partner in doing business?
6.7
6
8.1
30
Product Direction (% positive)
7.1
32
6.2
49
Features by Category
Ticket and Case Management
9.1
27
|
Verified
Not enough data
8.8
27
|
Verified
Not enough data
8.9
25
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
Not enough data
8.8
27
|
Verified
Not enough data
8.5
18
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
19
|
Verified
Not enough data
8.4
22
|
Verified
Not enough data
7.5
16
|
Verified
Not enough data
Feature Not Available
Not enough data
7.8
15
|
Verified
Not enough data
Platform
Feature Not Available
Not enough data
6.7
8
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.7
5
|
Verified
Not enough data
8.3
21
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
Administration
9.3
21
|
Verified
8.3
8
|
Verified
9.1
19
|
Verified
9.0
8
|
Verified
9.3
20
|
Verified
8.3
10
|
Verified
Service Desk
9.3
20
|
Verified
9.3
10
|
Verified
9.0
21
|
Verified
9.3
9
|
Verified
9.1
20
|
Verified
9.0
10
|
Verified
Management
8.5
13
|
Verified
9.0
7
|
Verified
8.7
13
|
Verified
9.5
7
|
Verified
9.0
12
|
Verified
8.9
6
|
Verified
8.8
12
|
Verified
8.0
5
|
Verified
9.3
10
Not enough data
Functionality
9.2
14
|
Verified
9.5
7
|
Verified
8.1
14
8.6
6
8.8
14
|
Verified
8.9
6
|
Verified
9.4
11
|
Verified
9.3
5
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
Feature Not Available
Not enough data
8.5
8
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
Not enough data
Management Tools
Not enough data
8.7
9
|
Verified
Not enough data
Feature Not Available
Not enough data
8.7
9
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Not enough data
8.6
30
Not enough data
8.6
32
Not enough data
9.0
33
Not enough data
6.9
28
Not enough data
7.1
29
Reporting
Not enough data
7.3
30
Not enough data
7.4
27
Not enough data
6.8
23
Access & Usability
Not enough data
4.9
24
Not enough data
7.6
32
Not enough data
8.6
32
Not enough data
7.1
24
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
OTRS and SolarWinds Web Help Desk are categorized as IT Service Management (ITSM) Tools
Unique Categories
OTRS is categorized as Help Desk
SolarWinds Web Help Desk is categorized as Incident Management and Service Desk
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Information Technology and Services
24.6%
Education Management
19.3%
Higher Education
7.0%
Hospital & Health Care
5.3%
Retail
3.5%
Other
40.4%
Alternatives
Discussions
OTRS has no discussions with answers
Are they ever going to fix the issue with opening new tabs and it updating a different ticket?
1 Comment
CC
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...Read more
SolarWinds Web Help Desk has no more discussions with answers
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