# SolarWinds Service Desk vs SolarWinds Web Help Desk Comparison --- ## AI Generated Summary - **G2 reviewers report** that SolarWinds Service Desk excels in user experience, highlighting its **intuitive interface** and **easy navigation**. Users appreciate the straightforward design, which makes it accessible for all team members, while the mobile app enhances usability on the go. - **Users say** that SolarWinds Web Help Desk offers a **straightforward setup** process, making it easy for teams to get started quickly. Reviewers note its ability to cover all essential ITSM features and provide customization options, which can be beneficial for specific organizational needs. - **According to verified reviews** , SolarWinds Service Desk stands out for its **responsive customer support** , with users praising the quality of assistance they receive. This support, combined with features like automated ticketing and integrated IT asset management, makes it a strong choice for organizations looking for reliable service. - **Reviewers mention** that while SolarWinds Web Help Desk is easy to use, it sometimes lacks the depth of features found in SolarWinds Service Desk. Users have pointed out that the latter's **automated workflows** and **approval steps** significantly enhance process efficiency, which can be a deciding factor for teams with complex needs. - **G2 reviewers highlight** that SolarWinds Service Desk has a higher overall satisfaction score, reflecting its ability to meet user requirements effectively. Features like **quick implementation** and a robust ticketing system contribute to its reputation as a go-to solution for IT service management. - **Users note** that while SolarWinds Web Help Desk has strong integration capabilities, particularly with asset management products, it may not match the comprehensive support and feature set of SolarWinds Service Desk. This difference can impact teams that require a more holistic approach to IT service management. | | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Star Rating** | 4.3 out of 5 | 3.9 out of 5 | | **Total Reviews** | 785 | 60 | | **Largest Market Segment** | Mid-Market (68.3% of reviews) | Mid-Market (61.0% of reviews) | | **Entry Level Price** | $39.00 Per Month | No pricing available | --- ## Top Pros & Cons ### SolarWinds Service Desk Pros: - Ticketing System (8 reviews) - Asset Management (7 reviews) Cons: - Missing Features (5 reviews) - Asset Management (4 reviews) ### SolarWinds Web Help Desk Pros: - Ease of Use (1 reviews) Cons: - Feature Issues (1 reviews) - Missing Features (1 reviews) --- ## Ratings Comparison | Rating | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Meets Requirements** | 8.6 (694 reviews) | 8.4 (54 reviews) | | **Ease of Use** | 9.0 (712 reviews) | 7.9 (54 reviews) | | **Ease of Setup** | 8.6 (572 reviews) | 8.2 (34 reviews) | | **Ease of Admin** | 8.9 (580 reviews) | 8.6 (35 reviews) | | **Quality of Support** | 8.9 (681 reviews) | 8.0 (44 reviews) | | **Has the product been a good partner in doing business?** | 9.0 (560 reviews) | 8.1 (31 reviews) | | **Product Direction (% positive)** | 9.0 (678 reviews) | 6.1 (51 reviews) | --- ## Pricing ### SolarWinds Service Desk #### Entry-Level Pricing Plan: ESSENTIALS Price: $39.00 Per Month Description: Includes: Key Features: - Incident Management - Knowledge Base - Service Portal [Browse all 3 editions](https://www.g2.com/products/solarwinds-service-desk/pricing) #### 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 | |---|---|---| | **SolarWinds Service Desk** | 8.5/10 | 143 | | **SolarWinds Web Help Desk** | 8.9/10 | 10 | #### Administration | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Change Management** | 8.7 (106 reviews) ✓ Verified | 8.3 (8 reviews) ✓ Verified | | **Asset Management** | 8.5 (114 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | | **Reports & Analytics** | 8.3 (122 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | #### Service Desk | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Help Desk** | 9.3 (128 reviews) ✓ Verified | 9.3 (10 reviews) ✓ Verified | | **Incident Reports** | 9.2 (126 reviews) ✓ Verified | 9.3 (9 reviews) ✓ Verified | | **Process Workflow** | 8.7 (124 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | #### Management | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Reporting** | 8.1 (68 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Administration Console** | 8.8 (66 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Access Management** | 8.5 (65 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Asset Management** | 8.3 (61 reviews) ✓ Verified | 8.0 (5 reviews) ✓ Verified | | **Policy Dictation** | 7.5 (48 reviews) ✓ Verified | Not enough data | #### Functionality | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Ticketing System** | 9.2 (74 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Performance Logging** | 8.2 (55 reviews) ✓ Verified | 8.6 (6 reviews) | | **Alerting** | 8.7 (62 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Automation** | 8.1 (67 reviews) ✓ Verified | 9.3 (5 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Feature Not Available | Not enough data | | **Multi-step Planning** | Feature Not Available | Not enough data | | **Cross-system Integration** | Feature Not Available | Not enough data | | **Adaptive Learning** | Feature Not Available | Not enough data | | **Natural Language Interaction** | Feature Not Available | Not enough data | | **Proactive Assistance** | Feature Not Available | Not enough data | | **Decision Making** | Feature Not Available | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **SolarWinds Service Desk** | 7.6/10 | 108 | | **SolarWinds Web Help Desk** | 8.8/10 | 10 | #### Monitoring | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Constant Monitoring** | 8.4 (76 reviews) ✓ Verified | Feature Not Available | | **Timely Alerts** | 8.5 (85 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | | **TIcket Accuracy** | 8.8 (90 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | | **AI Monitoring** | 4.3 (9 reviews) | Not enough data | #### Management Tools | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Ticket Assignment** | 9.0 (96 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | | **Standardization** | 8.7 (99 reviews) ✓ Verified | Feature Not Available | | **Lifecycle Visualization** | 8.4 (85 reviews) ✓ Verified | 8.7 (10 reviews) ✓ Verified | #### Generative AI | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **AI Text Generation** | 5.9 (24 reviews) | Not enough data | | **AI Text Summarization** | 6.5 (24 reviews) | Not enough data | #### Agentic AI - Incident Management | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Feature Not Available | Not enough data | | **Multi-step Planning** | Feature Not Available | Not enough data | | **Cross-system Integration** | Feature Not Available | Not enough data | | **Adaptive Learning** | Feature Not Available | Not enough data | | **Natural Language Interaction** | Feature Not Available | Not enough data | | **Proactive Assistance** | Feature Not Available | Not enough data | | **Decision Making** | Feature Not Available | Not enough data | ### IT Asset Management | Product | Score | Reviews | |---|---|---| | **SolarWinds Service Desk** | 8.2/10 | 76 | | **SolarWinds Web Help Desk** | N/A | N/A | #### Asset Inventory | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Hardware Asset Inventory** | 8.6 (66 reviews) | Not enough data | | **Software Asset Inventory** | 8.4 (63 reviews) | Not enough data | | **Cloud Asset Inventory** | 8.1 (50 reviews) | Not enough data | | **Mobile Asset Inventory** | 8.0 (50 reviews) | Not enough data | | **Asset Discovery** | 8.0 (60 reviews) | Not enough data | #### Generative AI | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **AI Text Generation** | Feature Not Available | Not enough data | | **AI Text Generation** | Feature Not Available | Not enough data | #### Agentic AI - IT Asset Management | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Feature Not Available | Not enough data | | **Multi-step Planning** | Feature Not Available | Not enough data | | **Cross-system Integration** | Feature Not Available | Not enough data | | **Adaptive Learning** | Feature Not Available | Not enough data | | **Natural Language Interaction** | Feature Not Available | Not enough data | | **Proactive Assistance** | Feature Not Available | Not enough data | | **Decision Making** | Feature Not Available | Not enough data | #### Management | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Central Dashboard** | 8.6 (65 reviews) | Not enough data | | **Asset Policy Management** | 8.0 (9 reviews) | Not enough data | | **Risk Management** | 8.0 (9 reviews) | Not enough data | | **Integrations** | 8.1 (57 reviews) | Not enough data | ### Software Asset Management Tools | Product | Score | Reviews | |---|---|---| | **SolarWinds Service Desk** | N/A | N/A | | **SolarWinds Web Help Desk** | N/A | N/A | #### Functionality | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Software inventory and lifecycle management** | Not enough data | Not enough data | | **License entitlement and usage management** | Not enough data | Not enough data | | **Vendor management and compliance** | Not enough data | Not enough data | | **Automated end user license provisioning** | Not enough data | Not enough data | | **Approved app catalogue** | Not enough data | Not enough data | | **Customized alerts** | Not enough data | Not enough data | #### Agentic AI - Software Asset Management Tools | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Feature Not Available | Not enough data | | **Multi-step Planning** | Feature Not Available | Not enough data | | **Cross-system Integration** | Feature Not Available | Not enough data | | **Adaptive Learning** | Feature Not Available | Not enough data | | **Natural Language Interaction** | Feature Not Available | Not enough data | | **Proactive Assistance** | Feature Not Available | Not enough data | | **Decision Making** | Feature Not Available | Not enough data | #### Risk assessment | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Shadow IT detection** | Feature Not Available | Not enough data | | **Software vulnerability assessment** | Feature Not Available | Not enough data | | **Redundant software functionality identification** | Feature Not Available | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **SolarWinds Service Desk** | 8.3/10 | 488 | | **SolarWinds Web Help Desk** | 7.5/10 | 37 | #### Incident Management | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Automate Ticket Routing** | 8.6 (430 reviews) | 8.7 (31 reviews) | | **Ticket Prioritization** | 8.6 (423 reviews) | 8.7 (33 reviews) | | **Ticket Notifications** | 8.8 (459 reviews) | 9.1 (34 reviews) | | **Knowledge Base** | 8.3 (412 reviews) | 7.0 (29 reviews) | | **Knowledge Base/Ticket Integration** | 8.5 (396 reviews) | 7.1 (30 reviews) | #### Reporting | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Dashboards** | 8.3 (455 reviews) | 7.3 (31 reviews) | | **Time Tracking** | 8.2 (356 reviews) | 7.4 (28 reviews) | | **Surveys** | 8.0 (329 reviews) | 6.9 (24 reviews) | #### Access & Usability | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Mobile** | 7.2 (359 reviews) | 5.0 (25 reviews) | | **Self Service** | 8.5 (401 reviews) | 7.6 (33 reviews) | | **Active Directory** | 8.3 (340 reviews) | 8.6 (33 reviews) | | **Multi-Channel Access** | 8.5 (276 reviews) | 7.1 (25 reviews) | #### Agentic AI - Service Desk | Feature | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | Feature Not Available | Not enough data | | **Multi-step Planning** | Feature Not Available | Not enough data | | **Cross-system Integration** | Feature Not Available | Not enough data | | **Adaptive Learning** | Feature Not Available | Not enough data | | **Natural Language Interaction** | Feature Not Available | Not enough data | | **Proactive Assistance** | Feature Not Available | Not enough data | | **Decision Making** | Feature Not Available | Not enough data | --- ## Categories **Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to SolarWinds Service Desk (2):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools) --- ## Reviewer Demographics ### By Company Size | Segment | SolarWinds Service Desk | SolarWinds Web Help Desk | |---|---|---| | **Small-Business** | 7.9% | 16.9% | | **Mid-Market** | 68.3% | 61.0% | | **Enterprise** | 23.7% | 22.0% | ### By Industry #### SolarWinds Service Desk - **Information Technology and Services:** 12.5% - **Hospital & Health Care:** 7.5% - **Higher Education:** 4.8% - **Education Management:** 4.8% - **Financial Services:** 4.3% - **Computer Software:** 4.1% - **Construction:** 3.2% - **Retail:** 3.1% - **Insurance:** 3.1% - **Non-Profit Organization Management:** 2.7% - **Other:** 49.8% #### 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 SolarWinds Service Desk - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1338 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1901 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1217 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (751 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4488 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 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 (1338 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1901 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (751 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4488 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 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 (966 reviews) --- ## Top Discussions ### SolarWinds Service Desk - Title: [How do I upload a solution article using tablets or phones?](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) — 1 comment, 1 upvote > **Top comment:** "Unfortunately, we can’t create Solutions from the mobile app. " - Title: [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) — 1 comment, 1 upvote > **Top comment:** "This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere. Samanage had an EXE and an ISO. I'm none to interested in..." ### 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/solarwinds-service-desk-vs-solarwinds-web-help-desk)