LiveAgent vs SolarWinds Web Help Desk comparison

QualityUnit and SolarWinds are both solutions in the Help Desk Software category. QualityUnit is ranked #37, while SolarWinds is ranked #14 with an average rating of 9.0. QualityUnit holds a 0.7% mindshare in HDS, compared to SolarWinds’s 1.5% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

400 Views
328 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

661 Views
555 Comparison Views

85% willing to recommend

LiveAgent

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and LiveAgent are competing in IT support and customer service management. SolarWinds has an advantage in ease of deployment and support, while LiveAgent offers better features and cost-effectiveness.

Features: SolarWinds Web Help Desk provides ticket automation, asset management, and SLA management to enhance IT support. LiveAgent includes multi-channel support, CRM integration, and real-time chat to cater to diverse communication needs.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk, as an on-premise solution, demands more setup but offers detailed documentation and strong service teams for support. LiveAgent's cloud-based approach ensures faster deployment and flexibility, though integration may require technical assistance. SolarWinds focuses on direct support, whereas LiveAgent benefits from seamless updates and scalability.

Pricing and ROI: SolarWinds Web Help Desk involves higher initial setup costs due to its on-premise model but offers long-term ROI through efficient IT management. LiveAgent has a monthly subscription model, enhancing customer engagement and retention. Pricing for each depends on specific business needs, with SolarWinds focusing on operational efficiency and LiveAgent on customer interaction.

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

Buyer's Guide

LiveAgent 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

LiveAgent

Ranking in Help Desk Software

37th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (45th), Knowledge Management Software (26th)

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 LiveAgent is 0.7%, up from 0.4% 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%
LiveAgent	0.7%
Other	97.8%

Help Desk Software

Featured Reviews

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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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

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

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

"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."

"It is easy to use."

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

"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."

"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."

Cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

"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)."

"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."

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

"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."

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

Pricing and Cost Advice

Information not available

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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869,566 professionals have used our research since 2012.

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

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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...

See all answers

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...

See all answers

Comparisons

JIRA Service Management vs LiveAgent

Compared 48% of the time

Zendesk vs LiveAgent

Compared 30% of the time

Zoho Desk vs LiveAgent

Compared 22% of the time

More LiveAgent Competitors

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 LiveAgent product report

Buyer's Guide

SolarWinds Web Help Desk

September 2025

Download SolarWinds Web Help Desk product report

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Instacart

Buyer's Guide

LiveAgent vs. SolarWinds Web Help Desk

September 2025

Free Report: LiveAgent vs. SolarWinds Web Help Desk

Find out what your peers are saying about LiveAgent 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.