ConnectWise PSA vs SolarWinds Web Help Desk comparison

Why PeerSpot?

ConnectWise and SolarWinds are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while SolarWinds is ranked #30. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

SolarWinds Web Help Desk and ConnectWise PSA compete in the IT management software market. SolarWinds is preferred for pricing and customer support, while ConnectWise is often seen as having superior features that justify its cost.

Features: SolarWinds Web Help Desk offers essential ticket management, robust reporting, and integration with SolarWinds tools, ideal for straightforward IT support. ConnectWise PSA provides comprehensive features, including CRM, project management, and advanced automation, which benefit organizations needing complex operations. ConnectWise's extensive features provide an advantage in detailed IT management scenarios.

Room for Improvement: SolarWinds can enhance its feature set to suit larger enterprises and increase integration options with third-party tools. Its reporting capabilities could be more customizable. ConnectWise PSA may improve deployment simplicity and reduce costs for smaller organizations. Enhancing user interface customization and simplifying the setup process might make it more accessible.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk is known for easy deployment and strong customer support, making it suitable for smaller businesses or IT departments. ConnectWise PSA, though comprehensive, entails a more involved deployment due to its advanced feature set. It gains recognition from larger enterprises, and its customer service remains commendable.

Pricing and ROI: SolarWinds Web Help Desk offers a lower initial setup cost, providing good ROI for businesses focused on essential functionalities. ConnectWise PSA, with higher setup costs, provides significant ROI by enhancing productivity across broader business processes. ConnectWise's investment is justified by its potential for comprehensive organizational improvements.

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

Buyer's Guide

ConnectWise PSA vs. SolarWinds Web Help Desk

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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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The solution is easy to learn and with it, it's easy to replicate knowledge."

"Automation Co-Pilot helped increase productivity."

"Its ability to integrate with other solutions is awesome."

"Automation Anywhere has helped my company with APIs. We are currently in a project to create APIs for our core banking service and other transactional systems, migrating from another integration technology to API."

"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."

"With IQ Bot, we can now include cognitive automation into our process. The cognitive document processing is pretty good with IQ Bot."

"They've now included the code so we can add some additional code, and that's good."

"The speed-up and greater control over the quality of the processes have also led to savings in money and are increasing the happiness of the company's customers."

More Automation Anywhere pros

"ConnectWise has changed the way our entire business works."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

"The product has been pretty stable so far."

"Pretty much our whole company runs through ConnectWise Manage."

More ConnectWise PSA pros

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

"It is easy to use."

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

"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."

"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."

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

More SolarWinds Web Help Desk pros

Cons

"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."

"When a bot is in production, sometimes the keystrokes will not work. I am not sure why, and we have tried to contact technical support. They said that they don't have an answer for this. It happens in the the remote environment when we are deploying a bot into AWS machines. So, technical support said this happens in AWS machines sometimes: If the bot is running and the machine is locked, then at that time, the key strokes will not work. They have provided that solution, but we are trying to avoid keystrokes now."

"One improvement would be to implement a log mechanism within the workflow, similar to other automation tools. Currently, the log mechanism uses a text file. If we want to monitor a process, we need to check manually."

"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."

"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."

"The UI can be improved a little bit to make it easier for beginners to understand."

"The licensing model could be a lot less complex, mainly due to their different structures, which are not straightforward."

"They should make the product smarter. The bot we use right now is kind of fundamentally basic loop-based. We really want to see a little bit more advanced capability, that way we can undertake more comprehensive tasks."

More Automation Anywhere cons

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"Better documentation and access to the back end database would be nice."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

More ConnectWise PSA cons

"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."

"The technical team is not competent, or available, and they do not know the product."

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

"Dashboards need some amount of work to be done. Ease of customization is desired."

"This is a good solution, but the GUI is really old-fashion and needs to be updated."

"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."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."

"Its price is competitive with all other products in the market."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"Their licensing processes are in par with most industry standards."

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

More Automation Anywhere pricing and cost advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"We're paying $940 a month for 14 users."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The pricing of ConnectWise Manage is reasonable."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

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

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

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

16%

Outsourcing Company

11%

Performing Arts

Financial Services Firm

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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

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...

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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...

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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 is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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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...

See all answers

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 ...

See all answers

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

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs ConnectWise PSA

Compared 11% of the time

JIRA Service Management vs ConnectWise PSA

Compared 8% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

Freshservice vs ConnectWise PSA

Compared 5% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

More ConnectWise PSA Competitors

ServiceNow vs SolarWinds Web Help Desk

Compared 13% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 12% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 6% of the time

Freshdesk vs SolarWinds Web Help Desk

Compared 4% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

September 2026

Download ConnectWise PSA product report

Buyer's Guide

SolarWinds Web Help Desk

August 2026

Download SolarWinds Web Help Desk product report

Also Known As

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

ConnectWise Manage

No data available

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

SolarWinds

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

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

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

Sample Customers

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

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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Buyer's Guide

ConnectWise PSA vs. SolarWinds Web Help Desk

September 2026

Free Report: ConnectWise PSA vs. SolarWinds Web Help Desk

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

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