Kaseya Vorex vs SolarWinds Web Help Desk comparison

Kaseya and SolarWinds are both solutions in the Help Desk Software category. Kaseya is ranked #48, while SolarWinds is ranked #18 with an average rating of 9.0. Kaseya holds a 0.1% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution.

Kaseya Vorex

Read 1 Kaseya Vorex review

71 Views
35 Comparison Views

0% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

632 Views
294 Comparison Views

85% willing to recommend

Kaseya Vorex

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Kaseya Vorex and SolarWinds Web Help Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: April 2025).

Buyer's Guide

Help Desk Software

April 2025

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Helped 849,190 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Kaseya Vorex

Ranking in Help Desk Software

48th

Average Rating

0.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

SolarWinds Web Help Desk

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Kaseya Vorex is 0.1%, down from 0.1% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.3%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer2338638

CISO at a tech services company with 1,001-5,000 employees

Generates comprehensive system status updates for trend analysis, but the customization features need enhancement

The adoption of Kaseya has significantly enhanced our IT service and delivery management compared to our previous reliance on Excel-based processes. The transition has provided us with essential reports on resource utilization. Additionally, the platform generates comprehensive status updates on open tickets and allows for trend analysis. The product does not provide automation features. We have to integrate third-party tools for automatic ticketing. Its reporting capabilities could be enhanced as well. I rate it a six out of ten.

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Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Supports case and incident reporting with responsive support

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The platform's most valuable feature is the ability to produce daily summary reports."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"SolarWinds is scalable as far as adding devices and servers."

"Once installed, it runs like a charm and doesn't ever crash."

"The most valuable feature of this solution is the assets management module."

"It is easy to use."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

Cons

"Kaseya Vorex's customization features could be better."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"This solution needs to have mobile application support added."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"A little outdated compared to newer products that include protection and detection."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

Pricing and Cost Advice

Information not available

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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849,190 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

73%

Retailer

Healthcare Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Kaseya Vorex?

The platform's most valuable feature is the ability to produce daily summary reports.

See all answers

What needs improvement with Kaseya Vorex?

Kaseya Vorex's customization features could be better. They could provide training programs to predict the potential issues.

See all answers

What advice do you have for others considering Kaseya Vorex?

See all answers

What needs improvement with SolarWinds Web Help Desk?

See all answers

What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

See all answers

Comparisons

No data available

Zendesk vs SolarWinds Web Help Desk

Compared 26% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 21% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 20% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 16% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 16% of the time

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Product Reports

Buyer's Guide

Help Desk Software

April 2025

Download Kaseya Vorex product report

Buyer's Guide

Help Desk Software

April 2025

Download SolarWinds Web Help Desk product report

Overview

Easily Create, Manage and Resolve all IT Service Requests and Tickets

Kaseya

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

Sample Customers

CROWD, GetApp, Capterra, Software Advice

Instacart

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.