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SolarWinds Web Help Desk VS ManageEngine ServiceDesk Plus

Compare SolarWinds Web Help Desk VS ManageEngine ServiceDesk Plus and see what are their differences

EcholoN
Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)... featured
Contents:
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  3. » Reviews
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SolarWinds Web Help Desk logo SolarWinds Web Help Desk

Simplify service management and asset management with SolarWinds® Web Help Desk™.

ManageEngine ServiceDesk Plus logo ManageEngine ServiceDesk Plus

Over 100,000 organizations, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance and achieve high end user satisfaction.
  • SolarWinds Web Help Desk Landing page
    Landing page //
    2023-09-22
  • ManageEngine ServiceDesk Plus Landing page
    Landing page //
    2023-02-06

SolarWinds Web Help Desk features and specs

  • Comprehensive Ticket Management
    SolarWinds Web Help Desk offers a robust ticket management system that allows for efficient tracking, assignment, and resolution of support tickets, enhancing customer service and response times.
  • Automated Workflow
    The software supports automation of repetitive helpdesk tasks, enabling staff to focus on more complex issues and improving overall productivity.
  • Asset Management
    Built-in asset management features help in tracking and managing IT assets, providing a centralized view of asset information and lifecycle.
  • Integration Capabilities
    It can integrate with various third-party applications and platforms, allowing for seamless data exchange and expanded functionality.
  • Customizable Reporting
    Web Help Desk offers customizable reports that help in analyzing performance metrics and service quality, aiding data-driven decision making.

Possible disadvantages of SolarWinds Web Help Desk

  • Initial Setup Complexity
    Some users find the initial setup and customization of SolarWinds Web Help Desk to be complex and time-consuming, especially for those without technical expertise.
  • User Interface
    The user interface is sometimes considered dated and less intuitive compared to modern helpdesk software, potentially affecting user experience.
  • Pricing Structure
    The pricing can be a concern for small businesses or startups due to the cost associated with licensing and additional features.
  • Limited Mobile Access
    While there is mobile accessibility, it is limited in functionality compared to the desktop version, which could restrict flexibility for certain users.
  • Dependency on IT Expertise
    Maximizing the potential of all features may require a certain level of IT knowledge and experience, which could be a barrier for some users.

ManageEngine ServiceDesk Plus features and specs

  • Incident Management
    Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets.
  • Asset Management
    Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.
  • Project Management
    Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.
  • Problem Management
    Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.
  • CMDB
    Visually build relationships between CIs and analyze the business impact of any outages or change implementations.
  • Service catalog
    Showcase your available services to end users, with custom SLAs and multi-stage approvals.
  • Change management
    Streamline planning, approval, and implementation with automated workflows.
  • Enterprise service management
    Extend proven ITSM best practices to HR, finance, and other service delivery areas.
  • IT release management
    Make your releases work in tandem with your change management process.

Analysis of ManageEngine ServiceDesk Plus

Overall verdict

  • ManageEngine ServiceDesk Plus is a good choice for organizations seeking an affordable and feature-rich ITSM solution. Its scalability and customization options make it suitable for businesses of various sizes, while its reliability and ease of use make it a popular choice among IT professionals.

Why this product is good

  • ManageEngine ServiceDesk Plus is considered a robust IT service management software due to its comprehensive range of features, including incident management, change management, asset management, and a self-service portal. It provides a user-friendly interface and strong reporting capabilities, which can enhance the productivity of IT teams. Additionally, it offers integrations with other ManageEngine tools and third-party applications, making it versatile for various IT environments.

Recommended for

    This solution is recommended for medium to large enterprises with established IT service management processes in need of a comprehensive tool to manage their IT services. It is also well-suited for organizations looking to streamline their IT operations and improve service delivery without incurring the high costs associated with some other enterprise-level ITSM tools.

SolarWinds Web Help Desk videos

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ManageEngine ServiceDesk Plus videos

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ServiceDesk Plus overview demo

More videos:

  • Review - Manageengine Servicedesk Plus Mobile

Category Popularity

0-100% (relative to SolarWinds Web Help Desk and ManageEngine ServiceDesk Plus)

SolarWinds Web Help Desk

ManageEngine ServiceDesk Plus

Help Desk
19 19%
Help Desk
81% 81
Service Desk
22 22%
Service Desk
78% 78
Help Desk And Ticketing
100 100%
Help Desk And Ticketing
0% 0
IT Service Management
0 0%
IT Service Management
100% 100

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare SolarWinds Web Help Desk and ManageEngine ServiceDesk Plus

SolarWinds Web Help Desk Reviews

20 Best IT Asset Management Software in 2023: ITAM Tools and Solutions
With SolarWinds Online Help Desk, you can track assets from initial request to approval to final purchase and inventory entry. Its ability to interface with remote control software enables IT specialists to immediately start a remote session on any of the computers mentioned in their asset inventory. With just one click, you can begin a screen-sharing session with the remote...
Source: infraon.io
The Best Asset Management Software of 2017
Bottom Line: A lightweight combination of helpdesk and asset management features, SolarWinds Web Help Desk lacks a few features that larger organizations will need, but makes up for it with an easy-to-use user interface and a nice price.
Source: au.pcmag.com

ManageEngine ServiceDesk Plus Reviews

10 Best RMM Software | Remote Monitoring & Management Tools 2021
ManageEngine Desktop Central MSP is a remote monitoring and management (RMM) software for managed service providers to assist them in managing their client’s desktops, servers, laptops, and mobile devices from a central location. It is suitable for small, medium, as well as large MSPs.
Source: www.softwaretestinghelp.com
8 Zendesk Alternatives to Rock Your Customer Service
ManageEngine ServiceDesk Plus is No. 1 on our list of the most popular help desk software options. It offers dashboards for projects, milestones, and tasks for all your projects. From there, the system will tell you what caused incidents so you can be proactive about preventing them.
Source: blog.capterra.com

What are some alternatives?

When comparing SolarWinds Web Help Desk and ManageEngine ServiceDesk Plus, you can also consider the following products

Freshservice - Freshservice: the one-stop cloud solution for all your IT management needs.

Intercom - Intercom is a customer relationship management and messaging tool for web businesses. Build relationships with users to create loyal customers.

Jira Service Desk - IT service desk and customer service software by Jira Service Desk. Powerful ticketing system used by 25,000+ organizations. Try it free today.

tawk.to - tawk.to is a free live chat app that lets you monitor and chat with visitors on your website or from a free customizable page

SolarWinds Service Desk - An IT service management (ITSM) solution that understands what it takes to successfully manage your employee services. Try Solarwinds Service Desk for free!

JivoChat - JivoChat is a live chat that enables you to talk to visitors on your website

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