We performed a comparison between ConnectWise PSA and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"The product has been pretty stable so far."
"It's a nice ticketing system."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"Contains every feature that a VAR or MSP would want."
"The initial setup isn't too difficult."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"It is easy to use."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"It needs to be easier to share tickets between users who need to work together."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"The tracking inventory or the way it tracks the products is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"The custom reporting needs to be improved."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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."
"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)."
"A little outdated compared to newer products that include protection and detection."
"It would be good if there were training and tutorial videos on the Web Help Desk."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. ConnectWise PSA is rated 8.2, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.
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