Compare SolarWinds Web Help Desk and Track-It! 
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (57.7% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
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 DeskTrack-It!
Star Rating
(100)3.7 out of 5
Market Segments
Mid-Market (57.7% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about Track-It!SolarWinds Web Help Desk vs Track-It!
When assessing the two solutions, reviewers found them equally easy to use, and both vendors make it equally easy to do business overall. However, SolarWinds Web Help Desk is easier to set up and administer.
- Reviewers felt that SolarWinds Web Help Desk meets the needs of their business better than Track-It!.
- When comparing quality of ongoing product support, reviewers felt that SolarWinds Web Help Desk is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of SolarWinds Web Help Desk over Track-It!.
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
53
7.8
86
Ease of Use
7.9
53
7.9
88
Ease of Setup
8.3
33
7.6
51
Ease of Admin
8.6
35
7.9
52
Quality of Support
8.0
43
7.7
66
Has the product been a good partner in doing business?
8.1
31
8.1
50
Product Direction (% positive)
6.3
50
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
8.7
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
Incident Management
8.7
31
7.4
36
8.7
33
7.5
38
9.1
34
8.5
40
7.0
29
6.5
32
7.1
30
6.8
33
Reporting
7.3
31
7.2
35
7.4
28
7.8
29
6.9
24
6.7
24
Access & Usability
5.0
25
6.7
20
7.6
33
7.5
31
8.6
33
8.3
32
7.1
25
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
24.1%
Education Management
19.0%
Higher Education
6.9%
Hospital & Health Care
6.9%
Banking
3.4%
Other
39.7%
Information Technology and Services
13.3%
Hospital & Health Care
6.1%
Higher Education
6.1%
Utilities
4.1%
Law Practice
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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