SolarWinds Web Help Desk vs SymphonyAI IT Service Management comparison

SolarWinds and SymphonyAI are both solutions in the Help Desk Software category. SolarWinds is ranked #15 with an average rating of 9.0, while SymphonyAI is ranked #20 with an average rating of 7.0. SolarWinds holds a 1.2% mindshare in HDS, compared to SymphonyAI’s 1.7% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 100% of SymphonyAI users who would recommend it.

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

784 Views
674 Comparison Views

85% willing to recommend

SymphonyAI IT Service Manag...

Read 5 SymphonyAI IT Service Management reviews

1,383 Views
802 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

SymphonyAI IT Service Manag...

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Executive SummaryUpdated on Dec 1, 2024

SymphonyAI IT Service Management and SolarWinds Web Help Desk compete in the IT service management category. SymphonyAI IT Service Management has an edge in customer satisfaction due to favorable pricing and support, whereas SolarWinds Web Help Desk offers superior functionality.

Features: SymphonyAI IT Service Management includes automation capabilities, AI-driven insights, and enhanced IT issue resolution efficiency. SolarWinds Web Help Desk provides integration capabilities, asset management, and comprehensive IT asset tracking.

Room for Improvement: SymphonyAI IT Service Management can improve in deployment simplicity, integration range, and asset management depth. SolarWinds Web Help Desk could enhance user interface intuitiveness, reduce setup complexity, and broaden AI-driven insights.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk features straightforward deployment with extensive documentation and a robust service team. SymphonyAI IT Service Management offers a customizable setup with highly responsive support for configurations.

Pricing and ROI: SymphonyAI IT Service Management presents a lower initial setup cost with positive ROI feedback for efficiency and cost-effectiveness. SolarWinds Web Help Desk, though higher in initial investment, provides significant ROI through comprehensive features, appealing for detailed assistance management.

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

Buyer's Guide

SolarWinds Web Help Desk vs. SymphonyAI IT Service Management

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

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

SymphonyAI IT Service Manag...

Ranking in Help Desk Software

20th

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

IT Asset Management (14th), IT Service Management (ITSM) (18th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.2%, up from 1.1% compared to the previous year. The mindshare of SymphonyAI IT Service Management is 1.7%, up from 1.5% 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%
SymphonyAI IT Service Management	1.7%
Other	97.1%

Help Desk Software

Featured Reviews

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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Abhishek Bhosle

IT Specialist at Tata AIA

Good ticketing tool but limitations with integration

We use ManageEngine, but it's still pretty new and under development. We used SummitAI for about four years before switching to ManageEngine. There are specific features that were missing in SummitAI that we're hoping to find in ManageEngine. We were informed that ManageEngine was a new ticketing tool with modern and advanced analytics, which would be a better fit than SummitAI with its older engine. Firstly, ManageEngine allows detailed asset inventory per user. I, as a user, can store authentication details like which laptop and mobile I use, for all employees. Secondly, ManageEngine can handle patching, Windows updates, and pushing applications from the server to desktops. Finally, ManageEngine lets us do remote access directly through the tool.

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

"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."

"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."

"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."

"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."

"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."

"The most valuable feature is remote access. People are working from home, and we can take remote access through it."

Cons

"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."

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

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

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

"There could be flexibility in terms of customization."

"Integration was a major limitation with SummitAI."

"SummitAI IT Management Suite's project management and operational management features could be improved."

"I would like them to add software inventory in the next release. We don't have that right now."

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."

"We have a regular license."

"The product's cost is average."

"SummitAI IT Management Suite's pricing is a bit expensive."

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Top Industries

By visitors reading reviews

Retailer

15%

Performing Arts

13%

Government

University

Manufacturing Company

16%

Computer Software Company

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	6
Large Enterprise	3

Questions from the Community

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

What do you like most about SummitAI IT Management Suite?

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.

See all answers

What needs improvement with SummitAI IT Management Suite?

Integration was a major limitation with SummitAI. Features we need are available in ManageEngine, making it a better fit. Secondly, the cost of SummitAI was a challenge. Finally, company policies o...

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What is your primary use case for SummitAI IT Management Suite?

We mainly used it as a ticketing tool for our IT services. It wasn't bad, but the reporting wasn't great, which is one reason we decided to switch.

See all answers

Comparisons

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

More SolarWinds Web Help Desk Competitors

ServiceNow vs SymphonyAI IT Service Management

Compared 31% of the time

Vision Helpdesk vs SymphonyAI IT Service Management

Compared 11% of the time

Scalable Software Asset Vision vs SymphonyAI IT Service Management

Compared 7% of the time

Zendesk vs SymphonyAI IT Service Management

Compared 5% of the time

ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management

Compared 5% of the time

More SymphonyAI IT Service Management Competitors

Product Reports

Buyer's Guide

SolarWinds Web Help Desk

January 2026

Download SolarWinds Web Help Desk product report

Buyer's Guide

IT Service Management (ITSM)

December 2025

Download SymphonyAI IT Service Management product report

Also Known As

No data available

Summus IT Management Suite

Overview

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

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

SymphonyAI

Sample Customers

Instacart

Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla

Buyer's Guide

SolarWinds Web Help Desk vs. SymphonyAI IT Service Management

December 2025

Free Report: SolarWinds Web Help Desk vs. SymphonyAI IT Service Management

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