ConnectWise PSA vs SolarWinds Web Help Desk comparison

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 #19 with an average rating of 8.0. ConnectWise holds a 1.3% mindshare in HDS, compared to SolarWinds’s 1.0% mindshare. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

1,279 Views
1,138 Comparison Views

85% willing to recommend

ConnectWise PSA

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SolarWinds Web Help Desk and ConnectWise PSA are competing products in the IT service management category. ConnectWise PSA appears to have the upper hand due to its extensive features, making it a preferable choice for those seeking advanced functionality.

Features: SolarWinds Web Help Desk is recognized for user interface ticket management, including assigning techies, workflows, and a knowledge base. It features asset management with detailed histories and correlations with users, along with a robust search function for ticket content. ConnectWise PSA offers comprehensive management from sales to project delivery, with integration with other systems. It provides powerful automation and central management, handling ticketing and customer communication efficiently, and offering extensive customer management and billing functionalities.

Room for Improvement: SolarWinds Web Help Desk could enhance reporting capabilities and expand integration with other platforms. Its asset management, though effective, could benefit from more advanced analytics. The search functionality, while robust, lacks certain filters for specific needs. ConnectWise PSA could improve the setup complexity and simplify custom forms. It may establish a more straightforward invoicing system and provide easier navigation within its extensive ticket management features.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk boasts straightforward deployment and responsive support, easing onboarding processes. Its simple user interface enhances user experience. ConnectWise PSA provides extensive documentation and training but may require a more involved setup due to its broad capabilities. Despite this, it offers strong customer service that effectively supports detailed user needs.

Pricing and ROI: SolarWinds Web Help Desk offers a cost-effective solution with quick ROI, making it ideal for budget-conscious organizations. Its affordable pricing allows smaller companies to deploy efficient IT management without heavy investment. ConnectWise PSA, with a higher initial cost, presents a stronger ROI for larger organizations needing advanced features and scalability. This investment is justified over time, providing value through its comprehensive functionalities.

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

Buyer's Guide

ConnectWise PSA vs. SolarWinds Web Help Desk

April 2026

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Helped 893,244 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

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ConnectWise PSA	1.3%
SolarWinds Web Help Desk	1.0%
Other	97.7%

Help Desk Software

Featured Reviews

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.

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

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

"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."

"I've talked to other MSP owners and I still have the opinion that it's the best solution out there."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."

"The most valuable features of ConnectWise Manage are that it is on the cloud and functions well."

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

More ConnectWise PSA pros

"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."

"It is easy to use."

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

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"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."

More SolarWinds Web Help Desk pros

Cons

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

"The tracking inventory or the way it tracks the products is not very good."

"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."

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

"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."

"Sometimes it is a little bit slow, which is the only complaint I have about it."

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

"ConnectWise Manage can improve third-party integrations and the UI."

More ConnectWise PSA cons

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

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

"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."

"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."

"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."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"The pricing of ConnectWise Manage is reasonable."

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

"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."

"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."

"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."

"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

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Construction Company

11%

Retailer

11%

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

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 pricing of ConnectWise PSA is affordable, although the only part where I find the...

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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 from support or raise a ticket with to get it forwarded. The configuration part...

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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 system and to automate systems. My main use cases with ConnectWise PSA include taki...

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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 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...

See all answers

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

See all answers

Comparisons

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Compared 13% of the time

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Compared 7% of the time

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Compared 6% of the time

JIRA Service Management vs ConnectWise PSA

Compared 6% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

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ServiceNow vs SolarWinds Web Help Desk

Compared 15% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 14% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 10% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 5% of the time

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Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

SolarWinds Web Help Desk

April 2026

Download SolarWinds Web Help Desk product report

Also Known As

ConnectWise Manage

No data available

Overview

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

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

April 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: April 2026.

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