Cherwell Service Management vs SolarWinds Web Help Desk comparison

Ivanti and SolarWinds are both solutions in the Help Desk Software category. Ivanti is ranked #28, while SolarWinds is ranked #19 with an average rating of 8.0. Ivanti holds a 1.7% mindshare in HDS, compared to SolarWinds’s 1.1% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
923 Comparison Views

80% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

913 Views
803 Comparison Views

85% willing to recommend

Cherwell Service Management

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Cherwell Service Management and SolarWinds Web Help Desk compete in the IT service management space. SolarWinds appears to have the upper hand due to its balanced feature set and ease of use.

Features: Cherwell Service Management provides comprehensive customization options, workflow integration, and sophisticated reporting, making it ideal for large IT environments. SolarWinds Web Help Desk is known for its straightforward ticketing system, asset management, and ease of use, providing a streamlined approach to IT help desk management.

Room for Improvement: Cherwell Service Management could improve on its user interface, simplify the setup process, and enhance integrations with other tools. SolarWinds Web Help Desk may benefit from improved reporting capabilities, more advanced customization options, and enhanced self-service features.

Ease of Deployment and Customer Service: Cherwell Service Management often involves a more complex deployment suitable for sophisticated systems, supported by strong customer service during setup. SolarWinds Web Help Desk offers quicker deployment with its simpler framework and reliable customer assistance, making it efficient for businesses looking for rapid implementation.

Pricing and ROI: Cherwell Service Management entails higher initial setup costs, which may appeal to organizations requiring extensive customization and long-term flexibility. SolarWinds Web Help Desk is a cost-effective solution with a faster ROI due to its lower setup costs and maintenance, appealing to budget-conscious organizations.

To learn more, read our detailed Cherwell Service Management vs. SolarWinds Web Help Desk Report (Updated: March 2026).

Buyer's Guide

Cherwell Service Management vs. SolarWinds Web Help Desk

March 2026

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Helped 885,311 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

Cherwell Service Management

Ranking in Help Desk Software

28th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (27th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.7%, up from 0.5% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.1%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
SolarWinds Web Help Desk	1.1%
Cherwell Service Management	1.7%
Other	97.2%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Read full review

GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"We use the solution every day and quite extensively."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

More Cherwell Service Management pros

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

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"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 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."

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

More SolarWinds Web Help Desk pros

Cons

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Access is only available if we're on VPN."

"The solution could be more user-friendly."

"Agile delivery should be supported."

"The support from the actual manufacturer is poor."

"Application service mapping, GRC, SecOps, and things like that need improvement."

More Cherwell Service Management cons

"However, it's a little outdated compared to newer products that include protection and detection."

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

"The technical team is not competent, or available, and they do not know the product."

"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."

"Dashboards need some amount of work to be done. Ease of customization is desired."

"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 program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

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

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"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

Computer Software Company

12%

Manufacturing Company

11%

Construction Company

11%

Healthcare Company

10%

Retailer

11%

Construction Company

11%

University

10%

Performing Arts

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

Ask a question

Earn 20 points

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for ...

See all answers

What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

See all answers

Comparisons

ServiceNow vs Cherwell Service Management

Compared 25% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 15% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Freshservice vs Cherwell Service Management

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management

Compared 5% of the time

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ServiceNow vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 13% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 12% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 11% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 10% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

SolarWinds Web Help Desk

March 2026

Download SolarWinds Web Help Desk product report

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

Ausenco, Highlights for Children, B/E Aerospace

Instacart

Buyer's Guide

Cherwell Service Management vs. SolarWinds Web Help Desk

March 2026

Free Report: Cherwell Service Management vs. SolarWinds Web Help Desk

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