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 #26, while SolarWinds Web Help Desk is ranked #19 with an average rating of 8.0. Samanage holds a 1.7% mindshare in HDS, compared to SolarWinds Web Help Desk’s 1.0% 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

2,169 Views
1,388 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

1,279 Views
1,138 Comparison Views

85% willing to recommend

Samanage

SolarWinds Web Help Desk

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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: April 2026).

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

April 2026

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Helped 894,738 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

26th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (19th), IT Service Management (ITSM) (27th), License Management (10th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Samanage is 1.7%, up from 1.1% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
SolarWinds Web Help Desk	1.0%
Samanage	1.7%
Other	97.3%

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.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The solution has a great filtering feature."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

"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."

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

"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 solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

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

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

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

"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."

"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."

More SolarWinds Web Help Desk pros

Cons

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

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

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

"There are definitely areas for improvement, but so far, so good."

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

"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."

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

"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."

"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)."

"However, it's a little outdated compared to newer products that include protection and detection."

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

More SolarWinds Web Help Desk cons

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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Top Industries

By visitors reading reviews

Construction Company

16%

Manufacturing Company

14%

Financial Services Firm

Comms Service Provider

Construction Company

11%

Retailer

11%

Performing Arts

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

Ask a question

Earn 20 points

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 ...

See all answers

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...

See all answers

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

See all answers

Comparisons

ServiceNow vs Samanage

Compared 13% of the time

Freshservice vs Samanage

Compared 12% of the time

Provance IT Asset Management Pack vs Samanage

Compared 4% of the time

LiveAgent vs Samanage

Compared 4% of the time

Symantec Asset Management Suite vs Samanage

Compared 3% of the time

More Samanage Competitors

ServiceNow vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 10% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 7% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Help Desk Software

April 2026

Download Samanage product report

Buyer's Guide

SolarWinds Web Help Desk

April 2026

Download SolarWinds Web Help Desk product report

Overview

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

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

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

Instacart

Buyer's Guide

Samanage vs. SolarWinds Web Help Desk

April 2026

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