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ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (30th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Mostafiz Miah - PeerSpot reviewer
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.
GANESAN K - PeerSpot reviewer
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I definitely find that it has helped increase productivity."
"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."
"Overall, I would rate Automation Anywhere a nine out of ten."
"One of the things I appreciate the most about Automation Anywhere is that it's in the cloud, so when we are on-site on a project, we collect a lot of data, hand it to this bot, and it runs the function; by the time we reach our destination, whether we move from San Francisco to New York, it's equivalent to 20 people's work in six hours, utilizing quite a few attended or unattended bots."
"The platform itself is intuitive and easy to use. I have even mentioned to people who aren't developers or very computer savvy that they could pick up Automation Anywhere and just get started."
"With the help of these features, we can automatically fetch data from invoices and websites, which is followed by the automated data entry into the webpage and ERP system."
"The flexibility of Automation Anywhere's truly universal orchestration in integrating with different systems and models has been great for us because we are new to the mission tools and had our data scattered in Salesforce and Oracle Analytics, yet Automation Anywhere has smooth integration with those apps and about ninety percent of our apps are supported, integrating particularly well with Salesforce where our client data and service requests are managed."
"The main thing is the simple UI, easy to use commands, and it's very easy to learn compared to other tools in the market."
"The solution has helped the company in terms of managing our support for the companies we start."
"The solution offers a lot of opportunities for integrations."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I like how it can be integrated and expanded with other ManageEngine products."
"It is good, and it meets our needs."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"The primary benefit of ManageEngine ServiceDesk Plus is its ease of use."
"The workflow automation is the most valuable feature of this solution."
"It is easy to use."
"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."
"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."
"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."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
 

Cons

"Automation Anywhere has to improve its technical features."
"Cloud was one of the features we wanted to see, because it makes it much easier. The second feature is ease of use in terms of agnostic operating system."
"In the next release, once the bot is triggered, the system should always recognize the active state and not prompt the user to log in again before the bot finishes all of its tasks."
"When dealing with a large number of variables, uploading them directly from an Excel sheet to Automation Anywhere is not supported."
"We had initial hiccups, like any new process. It took us six to eight months to sort the product out."
"One day, there will be a message box saying that the application is down or not available on a weekend. The instructions will say read the information and click, "Okay." But a bot doesn't understand the instructions because it is not the IQ system."
"If it had the ability to make decisions in complex situations, the bot would perform more smoothly. More advanced decision-making skills are needed for improvement."
"Regarding the UI, once you're on some of the screens there are fixed dialogues, they are a set size, so there's a lot of horizontal scrolls and vertical scrolls. If I want to do something that is purely business-related and is somewhat complex to write or is nuanced, I sometimes have trouble implementing that inside of the Automation Anywhere script."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"Lacks some flexibility in the configuration of workflows."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."
"The service delivery could be improved."
"As a partner, their technical support can respond better to the tickets."
"However, it's a little outdated compared to newer products that include protection and detection."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
"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 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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"The working part, the deployment part, and the configuration part was a little bit complex."
"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)."
 

Pricing and Cost Advice

"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"Overall, the pricing of Automation Anywhere is good."
"The licensing needs to be made simpler or shortened."
"The pricing model can be a bit more flexible."
"They're very flexible around pricing and licensing."
"Licensing costs range from $50,000 to $200,000."
"The product’s pricing is reasonable."
"The price of the solution is low. However, it still could be less expensive."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"As compared to a lot of systems out there, it is more affordable."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The licensing is around $10,000 per year."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"Pricing can always be improved and made more affordable."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Healthcare Company
7%
Outsourcing Company
15%
Financial Services Firm
10%
Construction Company
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

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...
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...
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.
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...
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 ...
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...
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...
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 ...
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...
 

Also Known As

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

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Instacart
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk and other solutions. Updated: September 2026.
913,806 professionals have used our research since 2012.