We performed a comparison between SolarWinds Web Help Desk and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."SolarWinds is scalable as far as adding devices and servers."
"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 most valuable feature of this solution is the assets management module."
"It is easy to use."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The product has the best features for ITSM."
"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)."
"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."
"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."
"A little outdated compared to newer products that include protection and detection."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
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SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. SolarWinds Web Help Desk is rated 7.6, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk.
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