ManageEngine SupportCenter Plus vs SolarWinds Web Help Desk comparison

ManageEngine and SolarWinds are both solutions in the Help Desk Software category. ManageEngine is ranked #24 with an average rating of 4.0, while SolarWinds is ranked #18 with an average rating of 9.0. ManageEngine holds a 0.7% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 66% of ManageEngine users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

204 Views
148 Comparison Views

66% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

632 Views
294 Comparison Views

85% willing to recommend

ManageEngine SupportCenter ...

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and ManageEngine SupportCenter Plus are competitive IT support solutions. ManageEngine SupportCenter Plus is considered to have the upper hand due to its extensive feature set.

Features: SolarWinds Web Help Desk offers functionalities such as ticket management, asset management, and automated workflows. ManageEngine SupportCenter Plus provides advanced reporting, contract management, and ITIL integration, making it suitable for comprehensive IT support.

Room for Improvement: SolarWinds could improve by enhancing its advanced reporting capabilities, integrating more robust mobile support, and expanding ITIL compliance features. ManageEngine might focus on optimizing its user interface, offering more detailed asset management, and expanding ticket customization options.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk offers straightforward deployment with intuitive configuration, resulting in quicker setup times. ManageEngine SupportCenter Plus provides flexible deployment models and robust customer service, including extensive training resources, which enhances its overall appeal for organizations.

Pricing and ROI: SolarWinds Web Help Desk is noted for its competitive pricing and quick ROI, appealing to budget-conscious teams. While ManageEngine SupportCenter Plus might have higher initial setup costs, its comprehensive capabilities often justify its long-term value and ROI for organizations seeking an extensive service management solution.

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

Buyer's Guide

ManageEngine SupportCenter Plus 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

ManageEngine SupportCenter ...

Ranking in Help Desk Software

24th

Average Rating

7.0

Reviews Sentiment

6.2

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 ManageEngine SupportCenter Plus is 0.7%, 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

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four 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.

Read full review

Quotes from Members

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

Pros

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"The product is very scalable and stable when used as a help desk once it is built out."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"The most valuable features are the ITIL compliance and billing."

"We have found the reporting in this product to be very useful."

"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."

"It is easy to use."

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

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

"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."

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

Cons

"The product is very difficult to use and configure and requires specialists."

"There is no cloud-based version and it would be helpful if it were available."

"The tech support is terrible and that seems to be a part of their business plan."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"The business model for the company is to sell low and charge for customization, education or expertise."

"I would like to see some kind of project management or portfolio management in a future version."

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

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

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

"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)."

"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

"The licensing fees depend on different criteria, including options and sizing."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

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

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

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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

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

See all answers

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

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...

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Comparisons

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 57% of the time

Zoho Desk vs ManageEngine SupportCenter Plus

Compared 43% of the time

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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

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download ManageEngine SupportCenter Plus product report

Buyer's Guide

Help Desk Software

March 2025

Download SolarWinds Web Help Desk product report

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

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

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Instacart

Buyer's Guide

ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk

April 2025

Free Report: ManageEngine SupportCenter Plus vs. SolarWinds Web Help Desk

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

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