Samanage vs SolarWinds Web Help Desk comparison

Samanage and SolarWinds Web Help Desk are both solutions in the Help Desk Software category. Samanage is ranked #16 with an average rating of 8.0, while SolarWinds Web Help Desk is ranked #15 with an average rating of 9.0. Samanage holds a 1.6% mindshare in HDS, compared to SolarWinds Web Help Desk’s 1.2% mindshare. Additionally, 100% of Samanage users are willing to recommend the solution, compared to 85% of SolarWinds Web Help Desk users who would recommend it.

Samanage

Read 3 Samanage reviews

1,098 Views
703 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

784 Views
674 Comparison Views

85% willing to recommend

Samanage

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Samanage and SolarWinds Web Help Desk are competing products in the help desk software market. SolarWinds Web Help Desk holds an advantage with its robust feature set and performance, making it a worthwhile investment for users despite its higher cost.

Features: Samanage delivers powerful incident management, self-service portals, and streamlined service management. Meanwhile, SolarWinds Web Help Desk stands out with asset management, ticketing, and extensive integration capabilities, making it suitable for enterprises needing a comprehensive solution.

Ease of Deployment and Customer Service: Samanage offers flexible cloud-based deployment with faster setup times and strong customer service. SolarWinds Web Help Desk primarily provides on-premises solutions backed by robust support, comprehensive documentation, and resources, suitable for complex environments.

Pricing and ROI: Samanage features favorable setup and lower total costs, appealing to small to mid-sized companies seeking rapid ROI. In contrast, SolarWinds Web Help Desk requires a larger initial investment but ensures a higher ROI for larger enterprises, owing to its extensive functionalities and long-term operational efficiency.

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

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

December 2025

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Helped 881,114 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

Samanage

Ranking in Help Desk Software

16th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (12th), IT Service Management (ITSM) (15th), License Management (9th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

15th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Samanage is 1.6%, up from 0.9% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.2%, up from 1.1% 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	1.2%
Samanage	1.6%
Other	97.2%

Help Desk Software

Featured Reviews

Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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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 best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"The solution has a great filtering feature."

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

"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."

"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."

"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 is easy to use."

Cons

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"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."

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

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

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

Pricing and Cost Advice

"It is expensive."

"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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881,114 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

14%

Comms Service Provider

11%

Construction Company

Performing Arts

Retailer

15%

Performing Arts

13%

Government

University

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 Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

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What needs improvement with Samanage?

See all answers

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

See all answers

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 use, and ease of access. These were the three functionalities we were looking for ...

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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 dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

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

See all answers

Comparisons

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Compared 6% of the time

Ameyo Fusion CX vs Samanage

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LiveAgent vs Samanage

Compared 6% of the time

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ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 15% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 15% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 11% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 11% of the time

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Product Reports

Buyer's Guide

Help Desk Software

December 2025

Download Samanage product report

Buyer's Guide

SolarWinds Web Help Desk

January 2026

Download SolarWinds Web Help Desk product report

Overview

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

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

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Instacart

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

December 2025

Free Report: Samanage vs. SolarWinds Web Help Desk

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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.