LiveAgent vs SolarWinds Web Help Desk comparison

QualityUnit and SolarWinds are both solutions in the Help Desk Software category. QualityUnit is ranked #38, while SolarWinds is ranked #18 with an average rating of 9.0. QualityUnit holds a 0.3% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

163 Views
85 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

632 Views
294 Comparison Views

85% willing to recommend

LiveAgent

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and LiveAgent are competing in IT support and customer service management. SolarWinds has an advantage in ease of deployment and support, while LiveAgent offers better features and cost-effectiveness.

Features: SolarWinds Web Help Desk provides ticket automation, asset management, and SLA management to enhance IT support. LiveAgent includes multi-channel support, CRM integration, and real-time chat to cater to diverse communication needs.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk, as an on-premise solution, demands more setup but offers detailed documentation and strong service teams for support. LiveAgent's cloud-based approach ensures faster deployment and flexibility, though integration may require technical assistance. SolarWinds focuses on direct support, whereas LiveAgent benefits from seamless updates and scalability.

Pricing and ROI: SolarWinds Web Help Desk involves higher initial setup costs due to its on-premise model but offers long-term ROI through efficient IT management. LiveAgent has a monthly subscription model, enhancing customer engagement and retention. Pricing for each depends on specific business needs, with SolarWinds focusing on operational efficiency and LiveAgent on customer interaction.

To learn more, read our detailed LiveAgent vs. SolarWinds Web Help Desk Report (Updated: April 2025).

Buyer's Guide

LiveAgent vs. SolarWinds Web Help Desk

April 2025

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Helped 846,617 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

LiveAgent

Ranking in Help Desk Software

38th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (43rd), Knowledge Management Software (15th)

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 LiveAgent is 0.3%, up from 0.3% 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

Daniel Lies

Head of Process Management at Immoveo gmbh

Service level optimization is key as is the integrated email and chat functions

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

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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 most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"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."

"It is easy to use."

"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."

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

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

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

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

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

"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)."

"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."

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

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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846,617 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

75%

Retailer

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

What needs improvement with SolarWinds Web Help Desk?

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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...

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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 27% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 22% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 20% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

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Product Reports

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Download SolarWinds Web Help Desk product report

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Instacart

Buyer's Guide

LiveAgent vs. SolarWinds Web Help Desk

April 2025

Free Report: LiveAgent vs. SolarWinds Web Help Desk

Find out what your peers are saying about LiveAgent vs. SolarWinds Web Help Desk and other solutions. Updated: April 2025.

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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.