"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"It is easy to use."
"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."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"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)."
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews while SolarWinds Web Help Desk is ranked 27th in Help Desk Software with 2 reviews. Cherwell Service Management is rated 7.0, while SolarWinds Web Help Desk is rated 6.0. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Ivanti Service Desk and TOPdesk, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Management, Spiceworks and IBM Maximo. See our Cherwell Service Management vs. SolarWinds Web Help Desk report.
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