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SolarWinds Web Help Desk vs TOPdesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
661
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 (2nd), 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 (30th)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (18th), IT Service Management (ITSM) (20th)
 

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.
Martina Peneva - PeerSpot reviewer
People Technology Lead at Scandinavian Tobacco Group
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

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

Pros

"Document automation has indeed been beneficial in handling large volumes of documents in our organization, where we process product-related data sheets that range from 80 to 120 pages, efficiently extracting data that would take a human several hours to read manually."
"Very comprehensive with different platforms especially SAP and Oracle EBS."
"Unattended use is its most valuable feature."
"Tasks now don't depend upon the unavailability of certain employees/colleagues to be completed. Also, bots can run all day long which also affects the overall budgets."
"Automation Anywhere stands out because it has brought productivity to the organization, improved customer service, accelerated business growth, and allowed for faster innovation."
"The return on investment from Automation Anywhere at our organization has been both tangible and intangible, delivering value far beyond the initial financial calculation."
"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."
"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."
"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 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."
"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."
"Change management is the most critical feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of the solution is the ticketing feature."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
"TOPdesk is overall very stable."
"As we have moved to an off-premises deployment, we get regular updates."
"Technical support is great and we have not had any issues with them."
 

Cons

"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"Automation Anywhere could use to be more stabilized."
"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."
"The time taken to execute a Bot through A2019 can be reduced."
"We have explored the AI Agent Studio in our automation process, and we have done some POCs with a couple of use cases that created value for us. However, we have encountered some technical challenges, which is why we haven't proceeded with production yet."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"The current accuracy rate of 60% for document-based automations requires human intervention."
"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."
"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 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."
"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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
"An operator is also a user but requires creating two different records."
"The solution should be made more user-friendly."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"In some fields, it's just not good enough."
"The solution's change management could be better."
"It is time-consuming to add new users."
"Change management implementation, facility management, and making reservations on assets can be improved."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
 

Pricing and Cost Advice

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"We have saved time and money using this solution."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"Automation Anywhere's price is considerably better than UiPath's."
"In terms of pricing, this is a good product."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
"They charge by the technician. It costs $117 per technician per year."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"TOPdesk's pricing is cheaper than Jira's."
"The solution is inexpensive compared to competitors."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"The solution's pricing is reasonable and not expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Outsourcing Company
15%
Financial Services Firm
10%
Construction Company
9%
Retailer
8%
Outsourcing Company
12%
Manufacturing Company
10%
Educational Organization
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

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 needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...
What advice do you have for others considering TOPdesk?
The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Instacart
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about SolarWinds Web Help Desk vs. TOPdesk and other solutions. Updated: September 2026.
913,683 professionals have used our research since 2012.