Compare SolarWinds Web Help Desk and SysAid 
Featured Products
At a Glance
Market Segments
Mid-Market (62.1% 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
(58)3.9 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about SolarWinds Web Help DeskSysAid
Star Rating
(739)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.
- G2 reviewers report that SysAid excels in user experience, with a user-friendly design and intuitive interface that makes it easy to navigate. Users appreciate features like automation in the ticketing process and AI assistance for solving tickets, which significantly enhance efficiency.
- According to verified reviews, SolarWinds Web Help Desk is praised for its straightforward setup and customization options. Users highlight its ability to cover all ITSM features and the ease of integrating with other asset management products, making it a flexible choice for various IT environments.
- Reviewers mention that SysAid provides robust performance insights on a weekly basis, allowing IT departments to track activities effectively. This feature, combined with its high ratings for quality of support, positions SysAid as a strong partner for businesses looking to improve their IT service management.
- Users say that while SolarWinds Web Help Desk offers a solid ticketing system, it faces challenges in areas like ease of use compared to SysAid. Reviewers note that although it is easy to use, it may not provide the same level of automation and self-service options that SysAid offers, which can reduce IT workload.
- G2 reviewers highlight SysAid's superior ratings in areas like help desk functionality and ticket prioritization, which are crucial for daily operations. Users appreciate the seamless connectivity between modules, enhancing overall workflow and productivity.
- According to recent feedback, while both products serve the mid-market well, SysAid's higher overall satisfaction scores and recent positive reviews indicate a more favorable user experience. Users specifically mention the effectiveness of SysAid's automation features in improving operational efficiency, setting it apart from SolarWinds Web Help Desk.
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
53
8.9
594
Ease of Use
7.9
53
9.0
597
Ease of Setup
8.3
33
8.5
524
Ease of Admin
8.6
35
8.8
519
Quality of Support
8.0
43
9.0
585
Has the product been a good partner in doing business?
8.1
31
9.1
511
Product Direction (% positive)
6.3
50
9.1
563
Features by Category
Ticket and Case Management
Not enough data
9.0
45
Not enough data
8.7
46
Not enough data
8.5
46
Not enough data
8.2
43
Not enough data
8.3
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
48
Not enough data
8.3
46
Not enough data
8.7
45
Not enough data
8.7
45
Administration
8.3
8
|
Verified
8.8
232
|
Verified
9.0
8
|
Verified
8.7
265
|
Verified
8.3
10
|
Verified
8.8
271
|
Verified
Service Desk
9.3
10
|
Verified
9.5
291
|
Verified
9.3
9
|
Verified
9.3
280
|
Verified
9.0
10
|
Verified
8.9
256
|
Verified
Management
9.0
7
|
Verified
8.7
252
|
Verified
9.5
7
|
Verified
9.0
255
|
Verified
8.9
6
|
Verified
8.7
236
|
Verified
8.0
5
|
Verified
8.6
238
|
Verified
Not enough data
8.3
180
|
Verified
Functionality
9.5
7
|
Verified
9.4
267
|
Verified
8.6
6
8.8
222
|
Verified
8.9
6
|
Verified
8.9
229
|
Verified
9.3
5
|
Verified
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.5
6
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Feature Not Available
Not enough data
8.7
9
|
Verified
Not enough data
8.8
10
|
Verified
Not enough data
Not enough data
Not enough data
Management Tools
8.8
10
|
Verified
Not enough data
Feature Not Available
Not enough data
8.7
10
|
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
8.7
31
9.0
406
8.7
33
8.9
418
9.1
34
9.1
426
7.0
29
8.4
388
7.1
30
8.5
375
Reporting
7.3
31
8.6
415
7.4
28
8.4
388
6.9
24
8.3
325
Access & Usability
5.0
25
7.4
295
7.6
33
8.8
392
8.6
33
9.0
385
7.1
25
8.6
313
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
24.1%
Education Management
19.0%
Higher Education
6.9%
Hospital & Health Care
6.9%
Banking
3.4%
Other
39.7%
Information Technology and Services
14.4%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
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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