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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
662
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 (2nd), 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 (31st)
Splunk On-Call
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
13
Ranking in other categories
IT Alerting and Incident Management (10th)
 

Mindshare comparison

Help Desk Software Mindshare Distribution
ProductMindshare (%)
SolarWinds Web Help Desk1.0%
ServiceNow10.5%
JIRA Service Management6.0%
Other82.5%
Help Desk Software
IT Alerting and Incident Management Mindshare Distribution
ProductMindshare (%)
Splunk On-Call3.4%
PagerDuty Operations Cloud8.3%
Opsgenie6.2%
Other82.1%
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

"The integration is helpful. We have quite a few use cases where we've integrated with Microsoft tools and local record systems, such as SAP and Vertex AI."
"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."
"Support for Automation Anywhere is wonderful; I had an issue related to Chrome not working with the latest update, and they helped me extensively and even came on call to support me."
"A project that we automated: A person used to spend about eight to twelve hours every week to finish the process. The bot finishes it in half an hour. Now, the person just reviews it, then passes along the information. This has helped our organization because originally EMEA and APAC would not receive the files the same day that they were processed. But because the bot only takes a half an hour, everyone can now receive the files on the same day."
"On a scale of one to ten, I would rate Automation Anywhere a nine."
"So far, we have seen that a valuable feature of Automation Anywhere is the ease of integrating it with multiple systems. It can very easily integrate with an environment of an organization. It helps in a quick go to access and implementation. You don't have to spend days implementing Automation Anywhere software. You can quickly go drag and drop and do an ease of configuration. You can actually get your bot up and running very fast, which is one important advantage."
"From the customer's perspective, the biggest benefits are automation of the security and monitoring systems."
"Technical support for this solution is the quickest and the best."
"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 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."
"SolarWinds is scalable as far as adding devices and servers."
"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 this solution is the assets management module."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."
"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."
"The most valuable feature of the solution is helpdesk escalation."
"I would recommend VictorOps for global distributed support teams."
"The big benefit of using Splunk On-Call is that I know I have a high-performance team, but now I can really measure and prove it."
"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."
"The alert calling feature is the best because notifications are delivered via phone messages."
"It reduces the communication around CI/CD and production errors in about 90% of the cases and made our support tasks much easier."
 

Cons

"Also, the Master certification should be provided free of cost for partners."
"It is good for standard procedures with an SOP. For those, it works well. But there are processes that are tricky and need human intervention and intelligence. In those cases, the process gets stuck."
"There is definitely some room for improvement there. It is sort of a hit and miss with their support engineers, you have some really good ones and some that aren't."
"We've had a lot of issues with the installation and performance on a variety of computers, onshore and offshore. Our network bounds multiple domains, and we've had issues there, as well. So, we are looking forward to the web-based development versions."
"Automation Anywhere can improve process mining."
"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."
"The GUI can be improved by making it more user-friendly."
"Automation Anywhere is troublesome for some people because of the way it is organized."
"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 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."
"However, it's a little outdated compared to newer products that include protection and detection."
"The working part, the deployment part, and the configuration part was a little bit complex."
"This solution needs to have mobile application support added."
"Dashboards need some amount of work to be done. Ease of customization is desired."
"The technical team is not competent, or available, and they do not know the product."
"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."
"Should have more YouTube webinars."
"A few things I would improve in Splunk On-Call. Honestly, the reporting and analysis side feels a bit weak."
"User management has to be improved and more user types need to be added as there is currently only Admin or User."
"One area for improvement would be enhancing the mobile app experience."
"Many years ago, when VictorOps was a standalone company, when it was not part of Splunk, their support was more dedicated for us."
"I would say a little bit of the user experience and the user interface of Splunk On-Call can be improved."
"The third-party configuration tool could be easier to use."
 

Pricing and Cost Advice

"It's cheapest among the competition, although bargaining is a must."
"We have a three-year contract with Automation Anywhere."
"We purchase on a bot basis. Our costs are approximately $5,000."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"It is not cheap, but we are able to get an ROI."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"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."
"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
"The price of the solution could be less expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Outsourcing Company
12%
Financial Services Firm
11%
Construction Company
9%
Retailer
8%
Construction Company
12%
Financial Services Firm
10%
Performing Arts
10%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise1
Large Enterprise10
 

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: July 2026.
908,800 professionals have used our research since 2012.