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Compare SolarWinds Web Help Desk and Track-It! 
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At a Glance
Market Segments
Mid-Market (61.4% of reviews)
Mid-Market (57.7% 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 DeskTrack-It!
Star Rating
(100)3.7 out of 5
Market Segments
Mid-Market (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Track-It!Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SolarWinds Web Help Desk excels in its Asset Management feature, scoring 9.0, which reviewers mention provides comprehensive tracking and management of IT assets, making it easier to maintain an up-to-date inventory.
- Reviewers mention that Track-It! offers a solid Ticketing System with a score of 8.9, but users say it lacks some advanced automation features that SolarWinds provides, particularly in Automate Ticket Routing, where SolarWinds scored 8.7 compared to Track-It!'s 7.4.
- G2 users highlight the superior Help Desk functionality of SolarWinds Web Help Desk, which received a high score of 9.3, while Track-It! scored 8.3, indicating that SolarWinds offers a more user-friendly interface and better overall support for help desk operations.
- Users on G2 report that SolarWinds Web Help Desk's Incident Reports feature is particularly robust, scoring 9.3, which reviewers say allows for detailed tracking and analysis of incidents, whereas Track-It! scored 8.8, suggesting it may not provide the same level of insight.
- Reviewers mention that while both products offer Mobile User Support, SolarWinds Web Help Desk's score of 7.7 is lower than Track-It!'s 6.7, indicating that Track-It! may provide a more accessible mobile experience for users on the go.
- Users say that SolarWinds Web Help Desk shines in Customization with a score of 8.5, allowing for tailored workflows and processes, while Track-It! falls slightly behind with a score of 8.3, suggesting less flexibility in adapting the software to specific organizational needs.
Pricing
Entry-Level Pricing
SolarWinds Web Help Desk
No pricing availableTrack-It!
No pricing availableFree Trial
SolarWinds Web Help Desk
Free Trial is available
Track-It!
Free Trial is available
Ratings
Meets Requirements
8.5
52
7.8
86
Ease of Use
7.9
52
7.9
88
Ease of Setup
8.2
32
7.6
51
Ease of Admin
8.5
34
7.9
52
Quality of Support
8.0
42
7.7
66
Has the product been a good partner in doing business?
8.1
30
8.1
50
Product Direction (% positive)
6.2
49
5.7
85
Features by Category
Ticket and Case Management
Not enough data
8.4
16
|
Verified
Not enough data
7.4
16
|
Verified
Not enough data
8.0
16
|
Verified
Not enough data
7.9
14
Not enough data
8.3
9
Not enough data
7.5
16
Not enough data
7.6
15
Not enough data
8.2
10
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
Not enough data
8.3
11
|
Verified
Not enough data
8.2
14
|
Verified
Not enough data
8.3
9
Not enough data
7.7
8
Not enough data
7.9
8
Platform
Not enough data
7.7
8
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
8.2
10
|
Verified
Not enough data
8.8
7
|
Verified
Not enough data
7.7
14
|
Verified
Not enough data
7.6
13
|
Verified
Administration
8.3
8
|
Verified
6.9
8
|
Verified
9.0
8
|
Verified
8.1
8
|
Verified
8.3
10
|
Verified
7.4
9
|
Verified
Service Desk
9.3
10
|
Verified
8.3
10
|
Verified
9.3
9
|
Verified
8.8
10
|
Verified
9.0
10
|
Verified
8.3
10
|
Verified
Management
9.0
7
|
Verified
7.5
6
|
Verified
9.5
7
|
Verified
8.1
6
|
Verified
8.9
6
|
Verified
6.3
5
8.0
5
|
Verified
8.3
5
|
Verified
Not enough data
8.1
6
Functionality
9.5
7
|
Verified
8.9
6
|
Verified
8.6
6
6.3
5
8.9
6
|
Verified
7.2
6
|
Verified
9.3
5
|
Verified
6.4
6
|
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
Incident Management
8.6
30
7.4
36
8.6
32
7.5
38
9.0
33
8.5
40
6.9
28
6.5
32
7.1
29
6.8
33
Reporting
7.3
30
7.2
35
7.4
27
7.8
29
6.8
23
6.7
24
Access & Usability
4.9
24
6.7
20
7.6
32
7.5
31
8.6
32
8.3
32
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 Track-It! are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
SolarWinds Web Help Desk is categorized as Incident Management
Track-It! is categorized as Help Desk
Reviews
Reviewers' Company Size
SolarWinds Web Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Track-It!
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
13.3%
Hospital & Health Care
6.1%
Higher Education
6.1%
Utilities
4.1%
Retail
4.1%
Other
66.3%
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
Track-It! has no discussions with answers
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