LiveChat vs SolarWinds Web Help Desk comparison

Text and SolarWinds are both solutions in the Help Desk Software category. Text is ranked #45, while SolarWinds is ranked #18 with an average rating of 9.0. Text holds a 0.1% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 100% of Text users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

LiveChat

Read 6 LiveChat reviews

100 Views
55 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

LiveChat

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and LiveChat are competing solutions in the customer support domain. LiveChat has the upper hand in real-time engagement due to its advanced chat functionalities.

Features: SolarWinds Web Help Desk offers robust ticketing capabilities, comprehensive IT asset management, and automated workflows, ensuring effective IT support. LiveChat provides real-time customer interactions, integration with CRM systems, and customizable chat windows, enhancing direct communication.

Room for Improvement: SolarWinds could enhance its user interface, improve its search capabilities, and streamline asset management functionalities. LiveChat may benefit from enhancing offline interaction management, improving customization options, and expanding data retention for transcripts.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk requires installation and configuration, making it resource-intensive and potentially requiring IT expertise. Its customer support is noted for addressing technical installations. LiveChat's cloud-based deployment is simple, quick, and its customer service is praised for efficiency and prompt support.

Pricing and ROI: SolarWinds Web Help Desk involves a higher upfront cost due to its IT-focused features but offers strong ROI for IT-intensive businesses. LiveChat presents a cost-effective entry point with pricing structures aimed at enhancing customer engagement.

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

Buyer's Guide

LiveChat 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

LiveChat

Ranking in Help Desk Software

45th

Average Rating

9.8

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (49th), Live Chat (1st)

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 LiveChat is 0.1%, down from 0.2% 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

it_user371517

Owner at a non-tech company with 51-200 employees

We cannot monitor it 24/7, so the ability to leave a message if we are not on helps us capture those interactions.

We have recommend this product to many camps in our industry and it is being adopted as a best practice during summer camp sales season. I am not tech savvy. This is a product we implemented and I love it. There is nothing that I feel is missing. It truly does what I need it to do and anything else I would say, I would be making it up.

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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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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

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...

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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

Buyer's Guide

LiveChat

April 2025

Download LiveChat product report

Buyer's Guide

Help Desk Software

March 2025

Download SolarWinds Web Help Desk product report

Also Known As

chat.io

No data available

Overview

Premium live chat software with help desk features.

Used by businesses to provide amazing customer service, increase online conversion and improve sales results.

LiveChat is a quality customer service software for companies striving to constantly improve their customer experience.

Easy to implement, easy to pick up from day 1 by customer service agents, easy to use by customers on your website.

Give it a try at https://www.livechatinc.com

Text

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

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.

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Buyer's Guide

LiveChat vs. SolarWinds Web Help Desk

April 2025

Free Report: LiveChat vs. SolarWinds Web Help Desk

Find out what your peers are saying about LiveChat 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.