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ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Customer Service

Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
No sentiment score available
 

Room For Improvement

Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
No sentiment score available
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
No sentiment score available
 

Setup Cost

Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
No sentiment score available
 

Stability Issues

Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
No sentiment score available
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
No sentiment score available
The automation capabilities are good, with the workflow being an integral part of it.
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
IT Service Management (ITSM) (4th)
SolarWinds Web Help Desk
Ranking in Help Desk Software
16th
Average Rating
7.6
Reviews Sentiment
7.5
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
Shadi Shaar - PeerSpot reviewer
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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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Educational Organization
79%
University
3%
Retailer
3%
Computer Software Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
What needs improvement with SolarWinds Web Help Desk?
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 ...
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...
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...
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.