Kaseya Vorex vs SolarWinds Web Help Desk comparison

Kaseya and SolarWinds are both solutions in the Help Desk Software category. Kaseya is ranked #19 with an average rating of 9.0, while SolarWinds is ranked #14 with an average rating of 9.0. Kaseya holds a 0.5% mindshare in HDS, compared to SolarWinds’s 1.5% 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

193 Views
193 Comparison Views

50% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

661 Views
555 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 in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Kaseya Vorex vs. SolarWinds Web Help Desk Report (Updated: September 2025).

Buyer's Guide

Kaseya Vorex vs. SolarWinds Web Help Desk

September 2025

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Helped 869,566 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

19th

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

14th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Kaseya Vorex is 0.5%, up from 0.1% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.5%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
SolarWinds Web Help Desk	1.5%
Kaseya Vorex	0.5%
Other	98.0%

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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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.

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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

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

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

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

"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 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."

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

"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."

Cons

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

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

"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 working part, the deployment part, and the configuration part was a little bit complex."

"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."

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

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

Government

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

What do you like most about Kaseya Vorex?

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

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What needs improvement with Kaseya Vorex?

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What advice do you have for others considering Kaseya Vorex?

There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogether different from a business model perspective. With Kaseya products, I had neve...

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What needs improvement with SolarWinds Web Help Desk?

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 ...

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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 18% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 14% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 13% of the time

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Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download Kaseya Vorex product report

Buyer's Guide

SolarWinds Web Help Desk

September 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

Instacart

Buyer's Guide

Kaseya Vorex vs. SolarWinds Web Help Desk

September 2025

Free Report: Kaseya Vorex vs. SolarWinds Web Help Desk

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

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.