ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk comparison

Why PeerSpot?

ManageEngine and SolarWinds are both solutions in the Help Desk Software category. ManageEngine is ranked #4 with an average rating of 8.3, while SolarWinds is ranked #30. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

ManageEngine ServiceDesk Plus and SolarWinds Web Help Desk are competing products in the IT service management category. ManageEngine has the upper hand in pricing and ease of deployment for cloud users, while SolarWinds stands out with its extensive feature set, suitable for complex IT environments.

Features: ManageEngine ServiceDesk Plus includes advanced automation, customizable dashboards, and built-in project management. SolarWinds Web Help Desk features robust asset management integration, efficient ticketing, and insightful reporting capabilities, making it more suitable for organizations requiring detailed asset tracking.

Room for Improvement: ManageEngine could enhance its asset tracking features and offer more detailed reporting tools. It may also improve its integration capabilities with third-party applications. SolarWinds may benefit from more flexible deployment options and a simplified user interface. It could offer more granular pricing plans for smaller businesses.

Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus provides straightforward deployment options for both cloud and on-premises, coupled with proactive customer support. SolarWinds Web Help Desk offers seamless on-premises deployment and accessible technical support, favoring users requiring more traditional setups.

Pricing and ROI: ManageEngine ServiceDesk Plus offers flexible pricing plans, making it cost-effective for small to medium-sized businesses. SolarWinds Web Help Desk demands a higher initial investment, yet justifies this with claims of higher ROI, targeting enterprises that require an extensive and customizable feature set.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk Report (Updated: September 2026).

Buyer's Guide

ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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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

"Pulling data from web pages using Object Cloning has been an absolute delight."

"There is a very accelerated learning curve on the platform."

"We saw a 70 percent decrease in manual steps. If something took 10 steps to do, we are doing it in three steps today."

"The OCR feature in Automation Anywhere is the best I have encountered, even better than Google."

"By implementing the Automation Anywhere robot, we have reduced the FTE count and it was able to process 800 invoices per day with 100% accuracy."

"This boosts the customer confidence and experience. When the customer experience increases, obviously sales will increase."

"This tool provides us with easy accessibility for adopting the new process, as it is more user-friendly, and many new resources are able to grasp the tool and start doing the automation with ease, which is basically missing in the other vendors' tools."

"This solution is easy to use and easy to learn compared to Blue Prism, UiPath, and others."

More Automation Anywhere pros

"The solution is user-friendly and has all the features we need; it is very effective in its operation."

"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."

"CMDB as a baseline, incident management, service request management, and license management are valuable features."

"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."

"The platform's most beneficial features are incident management, change management, request management, and asset management."

"This product helps us with tracking customer queries and managing the issues effectively."

"It's very easy to customize the tool to your business needs."

"ManageEngine provides additional modules that we can integrate in the future."

More ManageEngine ServiceDesk Plus pros

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

"It is easy to use."

"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 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 a very good application that provides you with a detailed monitoring capability of your network and assets."

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

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

More SolarWinds Web Help Desk pros

Cons

"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."

"I have experienced the issues of UI getting stuck. There seems to be an issue with server stability. This is something that can be better."

"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."

"This solution saves us time but there are some things that make it clumsy for the end-users."

"When I compare Automation Anywhere with the competition, some of the competitors have ready-made, off-the-shelf modules. For example, UiPath integrates with Windows AD. That is missing as of now in Automation Anywhere. If that became available it would also be great."

"It should be easier to use."

"The time taken to execute a Bot through A2019 can be reduced."

"Off the top of my head, I cannot think of anything that they would need to improve on, but there are probably opportunities to explore some potential use cases where maybe there is a feature that is not yet available. We can discover and pioneer something together."

More Automation Anywhere cons

"The documentation could be improved."

"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."

"Improvement is needed in the Software Assets Management functionality."

"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."

"The current MDM is very basic and should be expanded."

"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

"The timing reporting module, and how it's used is a bit difficult to understand."

"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."

More ManageEngine ServiceDesk Plus cons

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

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

"This is a good solution, but the GUI is really old-fashion and needs to be updated."

"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."

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

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

"However, it's 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."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"It's an ideal pricing model to customize the components based on everyone's needs."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

More Automation Anywhere pricing and cost advice

"It is not an expensive solution."

"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."

"ManageEngine ServiceDesk Plus' price is very reasonable."

"It is cheaper than the competitors."

"The licensing is around $10,000 per year."

"The platform has good pricing."

"The price is much better than other products so pricing is rated an eight out of ten."

"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."

More ManageEngine ServiceDesk Plus pricing and cost advice

"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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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Outsourcing Company

10%

Construction Company

Manufacturing Company

Healthcare Company

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

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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 us...

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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 ...

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

We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...

See all answers

Comparisons

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Compared 12% of the time

Blue Prism vs Automation Anywhere

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Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs ManageEngine ServiceDesk Plus

Compared 12% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

Compared 5% of the time

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Compared 13% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 6% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 6% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

August 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

SolarWinds Web Help Desk

August 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Instacart

Buyer's Guide

ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk

September 2026

Free Report: ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk

Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk and other solutions. Updated: September 2026.

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