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Compare SolarWinds Web Help Desk and iSupport Software 
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At a Glance
Market Segments
Mid-Market (61.4% of reviews)
Mid-Market (61.1% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
SolarWinds 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 DeskiSupport Software
Star Rating
(22)4.2 out of 5
Market Segments
Mid-Market (61.1% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that iSupport Software excels in its Help Desk functionality, achieving a score of 9.3, while SolarWinds Web Help Desk scores slightly lower at 9.0. Reviewers mention that the intuitive interface of iSupport makes it easier for teams to manage tickets effectively.
- Reviewers mention that iSupport Software's Automation features are particularly strong, scoring 9.3, which allows for efficient ticket routing and prioritization. In contrast, SolarWinds Web Help Desk, while still effective, scores 8.7 in this area, leading some users to feel that their automation capabilities could be improved.
- G2 users highlight the Quality of Support as a significant advantage for iSupport Software, with a score of 8.8 compared to SolarWinds' 7.9. Users report that iSupport's support team is responsive and helpful, which enhances the overall user experience.
- Users on G2 note that the Knowledge Base integration in iSupport Software, scoring 6.9, is less robust than expected, while SolarWinds Web Help Desk offers a slightly better integration at 7.0. Reviewers mention that both products could benefit from more comprehensive knowledge management features.
- Reviewers mention that iSupport Software's Incident Reports feature, scoring 9.3, provides detailed insights that help teams analyze and improve their service delivery. In comparison, SolarWinds Web Help Desk's incident reporting, while functional, scores lower at 9.0, leading some users to seek more advanced reporting capabilities.
- Users say that the Mobile access feature in iSupport Software, scoring only 4.7, is a significant drawback, as it lacks the functionality that many users desire. In contrast, SolarWinds Web Help Desk does not have a specific mobile score but is generally perceived to offer better mobile usability, making it a more favorable option for teams needing on-the-go access.
Pricing
Entry-Level Pricing
SolarWinds Web Help Desk
No pricing availableiSupport Software
No pricing availableFree Trial
SolarWinds Web Help Desk
Free Trial is available
iSupport Software
Free Trial is available
Ratings
Meets Requirements
8.5
52
8.9
16
Ease of Use
7.9
52
8.6
16
Ease of Setup
8.2
32
7.9
7
Ease of Admin
8.5
34
7.6
7
Quality of Support
8.0
42
8.8
16
Has the product been a good partner in doing business?
8.1
30
9.0
7
Product Direction (% positive)
6.2
49
10.0
16
Features by Category
Administration
8.3
8
|
Verified
Not enough data
9.0
8
|
Verified
Not enough data
8.3
10
|
Verified
Not enough data
Service Desk
9.3
10
|
Verified
Not enough data
9.3
9
|
Verified
Not enough data
9.0
10
|
Verified
Not enough data
Management
9.0
7
|
Verified
Not enough data
9.5
7
|
Verified
Not enough data
8.9
6
|
Verified
Not enough data
8.0
5
|
Verified
Not enough data
Not enough data
Not enough data
Functionality
9.5
7
|
Verified
Not enough data
8.6
6
Not enough data
8.9
6
|
Verified
Not enough data
9.3
5
|
Verified
Not enough data
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
Feature Not Available
Not enough data
8.5
8
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
Not enough data
Not enough data
Management Tools
8.7
9
|
Verified
Not enough data
Feature Not Available
Not enough data
8.7
9
|
Verified
Not enough data
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
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
Not enough data
Reporting
7.3
30
Not enough data
7.4
27
Not enough data
6.8
23
Not enough data
Access & Usability
4.9
24
Not enough data
7.6
32
Not enough data
8.6
32
Not enough data
7.1
24
Feature Not Available
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
SolarWinds Web Help Desk and iSupport Software are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
SolarWinds Web Help Desk is categorized as Incident Management
iSupport Software has no unique categories
Reviews
Reviewers' Company Size
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
iSupport Software
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
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%
Information Technology and Services
23.8%
Education Management
9.5%
Computer Software
9.5%
Banking
9.5%
Transportation/Trucking/Railroad
4.8%
Other
42.9%
Alternatives
Discussions
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
iSupport Software has no discussions with answers
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