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Compare SolarWinds Web Help Desk and SysAid 
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At a Glance
Market Segments
Mid-Market (61.4% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 Agent Per Year
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 DeskSysAid
Star Rating
(731)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SysAid excels in its ticket creation user experience, scoring 8.8, while SolarWinds Web Help Desk falls slightly behind with a score of 8.6. Reviewers mention that SysAid's interface is intuitive, making it easier for users to submit tickets quickly.
- Reviewers mention that SysAid's quality of support is rated at 9.0, significantly higher than SolarWinds Web Help Desk's 7.9. Users on G2 highlight SysAid's responsive customer service and effective problem resolution as standout features.
- G2 users note that SysAid's automation capabilities, particularly in automating ticket routing, received a high score of 9.1, compared to SolarWinds' 8.7. Users say this feature helps streamline workflows and reduce response times.
- Users say that SysAid's knowledge base integration with tickets, scoring 8.4, is more effective than SolarWinds' 7.0. Reviewers mention that this integration allows for quicker access to solutions, enhancing the overall support experience.
- Reviewers mention that SysAid's mobile support is rated at 7.4, which is notably better than SolarWinds' 4.7. Users report that SysAid's mobile app provides a more user-friendly experience, allowing for easier ticket management on the go.
- Users on G2 highlight that SysAid's reporting features, particularly dashboards, scored 8.6, while SolarWinds Web Help Desk's dashboards received a lower score of 7.2. Reviewers say that SysAid's customizable dashboards provide better insights into ticketing trends and performance metrics.
Pricing
Entry-Level Pricing
SolarWinds Web Help Desk
No pricing availableSysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
SolarWinds Web Help Desk
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.5
52
8.9
587
Ease of Use
7.9
52
8.9
590
Ease of Setup
8.2
32
8.5
519
Ease of Admin
8.5
34
8.8
516
Quality of Support
8.0
42
9.0
579
Has the product been a good partner in doing business?
8.1
30
9.1
508
Product Direction (% positive)
6.2
49
9.1
558
Features by Category
Ticket and Case Management
Not enough data
8.9
43
Not enough data
8.7
45
Not enough data
8.4
45
Not enough data
8.2
43
Not enough data
8.2
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
45
Not enough data
8.2
45
Not enough data
8.7
45
Not enough data
8.7
44
Administration
8.3
8
|
Verified
8.8
232
|
Verified
9.0
8
|
Verified
8.7
263
|
Verified
8.3
10
|
Verified
8.8
270
|
Verified
Service Desk
9.3
10
|
Verified
9.5
287
|
Verified
9.3
9
|
Verified
9.3
279
|
Verified
9.0
10
|
Verified
8.9
255
|
Verified
Management
9.0
7
|
Verified
8.7
251
|
Verified
9.5
7
|
Verified
9.0
254
|
Verified
8.9
6
|
Verified
8.7
236
|
Verified
8.0
5
|
Verified
8.7
236
|
Verified
Not enough data
8.3
180
|
Verified
Functionality
9.5
7
|
Verified
9.4
262
|
Verified
8.6
6
8.8
222
|
Verified
8.9
6
|
Verified
8.9
229
|
Verified
9.3
5
|
Verified
8.5
218
|
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
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
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
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
9.0
406
8.6
32
8.9
418
9.0
33
9.1
426
6.9
28
8.4
388
7.1
29
8.5
375
Reporting
7.3
30
8.6
415
7.4
27
8.4
388
6.8
23
8.3
325
Access & Usability
4.9
24
7.4
295
7.6
32
8.8
392
8.6
32
9.0
384
7.1
24
8.6
312
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 SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
SolarWinds Web Help Desk is categorized as Incident Management
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
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
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.5%
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
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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