SolarWinds Web Help Desk vs Zoho Desk comparison

SolarWinds and Zoho are both solutions in the Help Desk Software category. SolarWinds is ranked #14 with an average rating of 9.0, while Zoho is ranked #9 with an average rating of 7.7. SolarWinds holds a 1.5% mindshare in HDS, compared to Zoho’s 2.5% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

661 Views
555 Comparison Views

85% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,155 Views
1,086 Comparison Views

90% willing to recommend

SolarWinds Web Help Desk

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and Zoho Desk are competing in the help desk solutions category. While Zoho Desk stands out with its advanced features and AI-driven insights, users prefer SolarWinds for its affordability and reliable support.

Features: SolarWinds Web Help Desk offers robust asset management, efficient ticketing, and seamless service management. Zoho Desk provides AI-driven insights, multi-channel support, and deep integration capabilities, making it ideal for businesses focusing on automation.

Room for Improvement: SolarWinds could improve by adding more automation features, expanding AI capabilities, and enhancing UI design. Zoho Desk may need to lower its costs, simplify certain advanced features, and offer more flexible deployment options for some users.

Ease of Deployment and Customer Service: SolarWinds provides straightforward on-premise deployment, benefiting those with existing infrastructure. Its customer service focuses mainly on technical support. Zoho Desk, being cloud-based, offers easy deployment without hardware demands and is praised for responsive customer service.

Pricing and ROI: SolarWinds Web Help Desk is cost-effective with quick ROI due to lower setup costs. Zoho Desk, despite higher initial costs, promises better long-term ROI through enhanced productivity and automation features suitable for strategic growth-focused organizations.

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

Buyer's Guide

SolarWinds Web Help Desk vs. Zoho Desk

September 2025

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Helped 869,566 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

14th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zoho Desk

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.5%, up from 0.9% compared to the previous year. The mindshare of Zoho Desk is 2.5%, down from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zoho Desk	2.5%
SolarWinds Web Help Desk	1.5%
Other	96.0%

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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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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

"Once installed, it runs like a charm and doesn't ever crash."

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

"It is easy to use."

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

"The product is quite stable."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The product has a lot of features."

"The product provides communication features like chats and calls."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

"The most valuable features of Zoho Desk are archiving queries and analytics."

More Zoho Desk pros

Cons

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

"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."

"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 solution could improve its stability and scalability."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"There is room for improvement with the pricing."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"They could enhance the product’s features to customize the automated email responses."

"The solution needs to have more customization on alerts and notifications."

More Zoho Desk cons

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."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Zoho Desk is a cost-effective solution."

"For what it does, it's quite cheap."

"Zoho Desk's cost is pretty much okay."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk's pricing is more flexible."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Retailer

16%

Performing Arts

11%

Manufacturing Company

Government

Computer Software Company

14%

Manufacturing Company

12%

Government

Performing Arts

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	19
Midsize Enterprise	2
Large Enterprise	1

Questions from the Community

What needs improvement with SolarWinds Web Help Desk?

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...

See all answers

What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

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

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

ServiceNow vs SolarWinds Web Help Desk

Compared 18% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 15% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 14% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 13% of the time

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ServiceNow vs Zoho Desk

Compared 31% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

JIRA Service Management vs Zoho Desk

Compared 7% of the time

Freshservice vs Zoho Desk

Compared 6% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

SolarWinds Web Help Desk

September 2025

Download SolarWinds Web Help Desk product report

Buyer's Guide

Zoho Desk

September 2025

Download Zoho Desk product report

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Instacart

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

SolarWinds Web Help Desk vs. Zoho Desk

September 2025

Free Report: SolarWinds Web Help Desk vs. Zoho Desk

Find out what your peers are saying about SolarWinds Web Help Desk vs. Zoho Desk and other solutions. Updated: September 2025.

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