Kaseya Vorex vs SolarWinds Web Help Desk comparison

Kaseya and SolarWinds are both solutions in the Help Desk Software category. Kaseya is ranked #47, while SolarWinds is ranked #16 with an average rating of 9.0. Kaseya holds a 0.1% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 50% of Kaseya users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Kaseya Vorex

Read 2 Kaseya Vorex reviews

111 Views
111 Comparison Views

50% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

576 Views
467 Comparison Views

85% willing to recommend

Kaseya Vorex

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Kaseya Vorex and SolarWinds Web Help Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: August 2025).

Buyer's Guide

Help Desk Software

August 2025

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Helped 865,384 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

Kaseya Vorex

Ranking in Help Desk Software

47th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

No ranking in other categories

SolarWinds Web Help Desk

Ranking in Help Desk Software

16th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Kaseya Vorex is 0.1%, up from 0.1% 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

Rajendra Karad

Team Leader at Orient Technologies Pvt. Ltd.

Platform excels across departments but requires more focus on integration and IT management features

Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

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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 platform's most valuable feature is the ability to produce daily summary reports."

"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."

"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."

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

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

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

"It is easy to use."

Cons

"Kaseya Vorex's customization features could be better."

"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."

"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."

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

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

Pricing and Cost Advice

Information not available

"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

No data available

Retailer

16%

Performing Arts

11%

Manufacturing Company

10%

Government

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Kaseya Vorex?

The platform's most valuable feature is the ability to produce daily summary reports.

See all answers

What needs improvement with Kaseya Vorex?

Kaseya Vorex's customization features could be better. They could provide training programs to predict the potential issues.

See all answers

What advice do you have for others considering Kaseya Vorex?

The adoption of Kaseya has significantly enhanced our IT service and delivery management compared to our previous reliance on Excel-based processes. The transition has provided us with essential re...

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...

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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...

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Comparisons

No data available

ServiceNow vs SolarWinds Web Help Desk

Compared 17% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 17% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 17% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 14% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 14% of the time

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Product Reports

Buyer's Guide

Help Desk Software

August 2025

Download Kaseya Vorex product report

Buyer's Guide

Help Desk Software

August 2025

Download SolarWinds Web Help Desk product report

Overview

Easily Create, Manage and Resolve all IT Service Requests and Tickets

Kaseya

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

CROWD, GetApp, Capterra, Software Advice

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: August 2025.

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