Samanage vs SolarWinds Web Help Desk comparison

Samanage and SolarWinds Web Help Desk are both solutions in the Help Desk Software category. Samanage is ranked #21 with an average rating of 8.0, while SolarWinds Web Help Desk is ranked #18 with an average rating of 9.0. Samanage holds a 1.1% mindshare in HDS, compared to SolarWinds Web Help Desk’s 1.3% mindshare. Additionally, 100% of Samanage users are willing to recommend the solution, compared to 85% of SolarWinds Web Help Desk users who would recommend it.

Samanage

Read 3 Samanage reviews

363 Views
238 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

Samanage

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Samanage and SolarWinds Web Help Desk are competing products in the help desk software market. SolarWinds Web Help Desk holds an advantage with its robust feature set and performance, making it a worthwhile investment for users despite its higher cost.

Features: Samanage delivers powerful incident management, self-service portals, and streamlined service management. Meanwhile, SolarWinds Web Help Desk stands out with asset management, ticketing, and extensive integration capabilities, making it suitable for enterprises needing a comprehensive solution.

Ease of Deployment and Customer Service: Samanage offers flexible cloud-based deployment with faster setup times and strong customer service. SolarWinds Web Help Desk primarily provides on-premises solutions backed by robust support, comprehensive documentation, and resources, suitable for complex environments.

Pricing and ROI: Samanage features favorable setup and lower total costs, appealing to small to mid-sized companies seeking rapid ROI. In contrast, SolarWinds Web Help Desk requires a larger initial investment but ensures a higher ROI for larger enterprises, owing to its extensive functionalities and long-term operational efficiency.

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

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

April 2025

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Helped 847,862 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

Samanage

Ranking in Help Desk Software

21st

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (14th), IT Service Management (ITSM) (19th), License Management (12th)

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 Samanage is 1.1%, up from 0.6% 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

Moldir Shynggys

Application Security Analyst at a tech services company with 51-200 employees

Great filtering feature and a good analytics dashboard

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

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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 solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

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

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

"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."

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

"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."

Cons

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

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

"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."

"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)."

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

Pricing and Cost Advice

"It is expensive."

"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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Top Industries

By visitors reading reviews

Construction Company

14%

Manufacturing Company

10%

Financial Services Firm

Computer Software Company

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 do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

See all answers

What needs improvement with Samanage?

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...

See all answers

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

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

ServiceNow vs Samanage

Compared 85% of the time

SolarWinds Service Desk vs Samanage

Compared 15% of the time

More Samanage Competitors

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

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 17% 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 Samanage product report

Buyer's Guide

Help Desk Software

March 2025

Download SolarWinds Web Help Desk product report

Overview

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

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

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Instacart

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

April 2025

Free Report: Samanage vs. SolarWinds Web Help Desk

Find out what your peers are saying about Samanage 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.