SolarWinds Web Help Desk vs Zoho Desk comparison

SolarWinds and Zoho are both solutions in the Help Desk Software category. SolarWinds is ranked #18 with an average rating of 9.0, while Zoho is ranked #7 with an average rating of 8.3. SolarWinds holds a 1.3% mindshare in HDS, compared to Zoho’s 2.7% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

632 Views
294 Comparison Views

85% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

1,365 Views
775 Comparison Views

90% willing to recommend

SolarWinds Web Help Desk

Zoho Desk

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and Zoho Desk are competing in the help desk solutions category. While Zoho Desk stands out with its advanced features and AI-driven insights, users prefer SolarWinds for its affordability and reliable support.

Features: SolarWinds Web Help Desk offers robust asset management, efficient ticketing, and seamless service management. Zoho Desk provides AI-driven insights, multi-channel support, and deep integration capabilities, making it ideal for businesses focusing on automation.

Room for Improvement: SolarWinds could improve by adding more automation features, expanding AI capabilities, and enhancing UI design. Zoho Desk may need to lower its costs, simplify certain advanced features, and offer more flexible deployment options for some users.

Ease of Deployment and Customer Service: SolarWinds provides straightforward on-premise deployment, benefiting those with existing infrastructure. Its customer service focuses mainly on technical support. Zoho Desk, being cloud-based, offers easy deployment without hardware demands and is praised for responsive customer service.

Pricing and ROI: SolarWinds Web Help Desk is cost-effective with quick ROI due to lower setup costs. Zoho Desk, despite higher initial costs, promises better long-term ROI through enhanced productivity and automation features suitable for strategic growth-focused organizations.

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

Buyer's Guide

SolarWinds Web Help Desk vs. Zoho 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

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

Zoho Desk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.3%, up from 0.8% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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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

"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."

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

"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."

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

"It is easy to use."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The solution doesn't have any bugs."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"The initial setup is easy."

"The most valuable features of Zoho Desk are archiving queries and analytics."

"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

"The ticketing feature is very easy to use, compared to other systems."

"Zoho Desk is very flexible, just like the other applications of Zoho."

More Zoho Desk pros

Cons

"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)."

"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."

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

"There is room for improvement with the pricing."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"Sometimes, the solution has some email issues in a new data center."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"The solution should provide an option to autofill some values while creating tickets."

"They could enhance the product’s features to customize the automated email responses."

More Zoho Desk cons

Pricing and Cost Advice

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

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

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Zoho Desk is a cost-effective solution."

"The product costs $10 to $25 per user per month."

"The solution costs INR 8400 per user."

"Zoho Desk's pricing is more flexible."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Price-wise, Zoho Desk is about 35 USD a month per user."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

75%

Retailer

Computer Software Company

Healthcare Company

Educational Organization

58%

Computer Software Company

10%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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...

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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

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

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

ServiceNow vs Zoho Desk

Compared 52% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download SolarWinds Web Help Desk product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Overview

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Instacart

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

SolarWinds Web Help Desk vs. Zoho Desk

April 2025

Free Report: SolarWinds Web Help Desk vs. Zoho Desk

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

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