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SolarWinds Web Help Desk vs Splunk On-Call comparison

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Comparison Buyer's Guide

Executive Summary

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (20th)
Splunk On-Call
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
12
Ranking in other categories
IT Alerting and Incident Management (11th)
 

Mindshare comparison

Help Desk Software Mindshare Distribution
ProductMindshare (%)
SolarWinds Web Help Desk1.0%
ServiceNow10.7%
JIRA Service Management6.0%
Other82.3%
Help Desk Software
IT Alerting and Incident Management Mindshare Distribution
ProductMindshare (%)
Splunk On-Call3.3%
PagerDuty Operations Cloud9.7%
Opsgenie6.8%
Other80.2%
IT Alerting and Incident Management
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
GANESAN K - PeerSpot reviewer
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.
Ramani Happy - PeerSpot reviewer
Dev Ops Engineer at Data Elicit Solutions Pvt. Ltd.
Streamlined incident response has reduced downtime and improved on-call collaboration
A few things I would improve in Splunk On-Call. Honestly, the reporting and analysis side feels a bit weak. If I want to deep dive into the on-call load, including MTTD and MTTR rates, I kind of have to export data and build my own dashboard, which is not as out-of-the-box as I would prefer. The UI has improved, but it still feels a little chunky in certain areas, particularly when managing schedules. When I have a lot of teams, it can get messy. Additionally, the pricing model is per user, which starts to get expensive as the team scales.

Quotes from Members

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

Pros

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."
"My clients have seen tremendous value when it comes to automating business processes, and the robust nature of the application allows them to scale their business processes pretty quickly."
"One of the most valuable features is the different possibilities it gives you to manipulate the interface screens that you're working with."
"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."
"We have saved around 90% of the time that would be required to perform tasks manually."
"It is very user-friendly. Nobody has to sit down and work on coding. We have a drag and drop option where anybody can understand it."
"AA provides multiple features such as Windows actions, Database actions, Conditional Actions, Files/Folder Actions, Loop actions, Internet actions, and Clipboard actions. I have used mostly all of these features."
"IQ Bot is the most valuable integrated feature of Automation Anywhere."
"Once installed, it runs like a charm and doesn't ever crash."
"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."
"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."
"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 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."
"It is easy to use."
"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."
"The most valuable feature of the solution is helpdesk escalation."
"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."
"I would recommend VictorOps for global distributed support teams."
"My VP of Operations is ecstatic about the VictorOps product."
"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."
"Its the best solution of its type out there, you should go for it."
"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."
"Technical support is an A+ or a 10/10; if I could give an 11/10, I would, and it is what I love about them."
 

Cons

"AA has many features but the issue is with the loss of overhead on computing resources."
"The scripting can be a bit difficult."
"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."
"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."
"Our users would like more online community forums where they can exchange information. I would also like a better way to monitor and manage all the automations we have running within our systems because our CoE governance must be robust so we are always aware of what's happening."
"Since it is not an in-house solution for ERP systems or CRM systems, automating those things requires additional effort."
"They need to improve the speed. It runs too slowly."
"From the IQ Bot perspective, frankly speaking, they still have to improve a lot... My expectation from a straight, technical, architectural point of view was that I would be able to create my own algorithm and integrate it. But with IQ Bot, I am not able to integrate anything..."
"The technical team is not competent, or available, and they do not know the product."
"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 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."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
"Dashboards need some amount of work to be done. Ease of customization is desired."
"However, it's 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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"Another example is that you cannot check the incidents created in VictorOps from the previous Friday."
"There could be improvements with communicating an incident or alert."
"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap."
"The third-party configuration tool could be easier to use."
"Should have more YouTube webinars."
"User management has to be improved and more user types need to be added as there is currently only Admin or User."
"The only feature that we are currently waiting on right now is really kind of an annoyance factor: when we get on the timeline on the main dashboard, there’s an ACK All button."
"One area for improvement would be enhancing the mobile app experience."
 

Pricing and Cost Advice

"Currently, it stands as one of the more expensive RPA tools available."
"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"
"It is affordable for us."
"We have saved customers 400% in terms of time saved by implementing this product."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"The pricing model can be a bit more flexible."
"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
"They charge by the technician. It costs $117 per technician per year."
"The price of the solution could be less expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
11%
Construction Company
11%
Computer Software Company
7%
Financial Services Firm
12%
Construction Company
11%
Retailer
11%
Performing Arts
9%
Construction Company
12%
Financial Services Firm
11%
Performing Arts
10%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise1
Large Enterprise9
 

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...
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...
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.
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...
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 ...
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...
What is your experience regarding pricing and costs for VictorOps?
The pricing aspect is per-user licensing, which is standard for this category, making it competitive compared to Page...
What needs improvement with VictorOps?
A few things I would improve in Splunk On-Call. Honestly, the reporting and analysis side feels a bit weak. If I want...
What is your primary use case for VictorOps?
I have been using Splunk On-Call for nearly about two years. Our main use is incident alerting and on-call scheduling...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
VictorOps
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Instacart
NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games
Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: May 2026.
900,644 professionals have used our research since 2012.