SolarWinds Web Help Desk vs TOPdesk comparison

Why PeerSpot?

SolarWinds and TOPdesk are both solutions in the Help Desk Software category. SolarWinds is ranked #30, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

TOPdesk and SolarWinds Web Help Desk compete in IT service management. TOPdesk has an edge in pricing and support satisfaction, while SolarWinds leads in advanced features.

Features: TOPdesk offers incident management, asset management, and self-service capabilities along with valuable integrations within existing software ecosystems. SolarWinds Web Help Desk excels in ticketing systems, asset discovery, and management features suitable for complex network environments.

Room for Improvement: TOPdesk can enhance its network-focused tools, refine its reporting features, and improve deployment guides. SolarWinds Web Help Desk could offer more intuitive setup processes, simplify asset correlation with users, and integrate more seamlessly with third-party software.

Ease of Deployment and Customer Service: TOPdesk provides flexibility and minimal setup time through its cloud-based deployment, alongside strong customer support. SolarWinds Web Help Desk requires more complex on-premises setup but offers extensive support resources to ease deployment challenges.

Pricing and ROI: TOPdesk offers competitive pricing with clear cost structures, appealing for businesses seeking direct return on investment. SolarWinds Web Help Desk may demand higher initial costs but provides functionalities that can yield high long-term returns for intricate IT needs.

To learn more, read our detailed SolarWinds Web Help Desk vs. TOPdesk Report (Updated: September 2026).

Buyer's Guide

SolarWinds Web Help Desk vs. TOPdesk

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

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

"At run time, Automation Anywhere can let you know which line of code the bot is running and what it is doing. It is very clear."

"Some processes that have taken 24 hours for our guys to do, now take seven to eight hours for our bots."

"The support team responds quickly."

"With Automation Anywhere, they receive their financial statements while still on the call."

"The addition of excel advanced to directly append worksheets, add formulas, etc was very beneficial and made the code development faster."

"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."

"Technical support for this solution is the quickest and the best."

"I like the new GenAI and Automation Co-Pilot, which is something like attended automation."

More Automation Anywhere pros

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

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

"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."

"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 a very good application that provides you with a detailed monitoring capability of your network and assets."

"It is easy to use."

More SolarWinds Web Help Desk pros

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of TOPdesk is the reports."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

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

"As we have moved to an off-premises deployment, we get regular updates."

"TOPdesk is overall very stable."

"It is an easy-to-use solution."

"Its ITSM approach is quite useful."

More TOPdesk pros

Cons

"Enhancing the support tiers might be beneficial, and pricing has been a primary challenge, with a need for cheaper options and more tiered support."

"One key feature we are looking for from Automation Anywhere is the need for a fully evolved CI/CD pipeline approach within our IT organization, given that we manage multiple applications."

"The solution could improve the integration with some web applications. It was difficult to manage them."

"The only thing I would advocate for is making Automation Anywhere's developer environment Mac-enabled because many of our graduate students are coming out of school with Macs. Everything else in the Automation Anywhere world is built for Windows."

"We will be running error handling for 8,000 process and the system will fail."

"In terms of speed in Automation Anywhere, I feel it is taking a slightly longer time."

"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."

"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."

More Automation Anywhere cons

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

"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)."

"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."

"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."

More SolarWinds Web Help Desk cons

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

"The solution's change management could be better."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"The solution should be made more user-friendly."

"It is time-consuming to add new users."

More TOPdesk cons

Pricing and Cost Advice

"The cost of this solution is a little bit high, but it is worth the price."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"Overall, the pricing of Automation Anywhere is good."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"I would like them to have better license management."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

More Automation Anywhere pricing and cost advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution's pricing is reasonable and not expensive."

"TOPdesk's pricing is cheaper than Jira's."

"The solution is inexpensive compared to competitors."

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915,341 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Retailer

Outsourcing Company

12%

Manufacturing Company

11%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

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

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

See all answers

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...

See all answers

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.

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 us...

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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 ...

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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...

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

See all answers

What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

See all answers

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Compared 9% of the time

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Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

SolarWinds Web Help Desk

September 2026

Download SolarWinds Web Help Desk product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

SolarWinds

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Instacart

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

SolarWinds Web Help Desk vs. TOPdesk

September 2026

Free Report: SolarWinds Web Help Desk vs. TOPdesk

Find out what your peers are saying about SolarWinds Web Help Desk vs. TOPdesk and other solutions. Updated: September 2026.

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