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SolarWinds Service Desk vs Remote Support Comparison

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Overview

Category Leaders

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service...

Category Leaders

BeyondTrust Remote Support enables help desk teams to quickly and securely access and fix any remote device, running any...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

335

166

16

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

5

4

3

2

1

1,109

454

97

13

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.
Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.
I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Pros

What I like most about the software is that it's easy to share your screen so that you can either give help or receive help when having technical difficulties or issues with your hardware.
Ve always used Remote Support when learning new things about certain softwares. I love how it’s inexpensive and super user friendly.
This review for Bomgar as part of KACE/Bomgar deployment, seamless integration, excellent and robust deployment and easy to use and administration.

Cons

By that I mean the lack of reports and reporting tools.
Reporting doesn't report accurately compared to a custom query, which is odd.
Some of the customizations of the user portal are a bit hard to find from the admin side.

Cons

There are just some things my arrogant self, who thinks she knows how to do some things she has no business pretending she knows how to do in the setup of some programs, should just not do.
Cons from what I heard it was very pricey and some of the teachers reported security breaches which could of messed up all of all information we had in this software. That was a little scary.
Incredibly difficult to get off the ground and customer support is poor, often dismissing you with a link to an out of date KB.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review2 days ago

Key features

  • Total features108
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Dependency Tracking
  • Device Auto Discovery
  • Digital Watermarking
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • File Sharing
  • Geographic Maps
  • HIPAA Compliant
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Password Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Purchase Order Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting/Analytics
  • Requisition Management
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Screen Sharing
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Supplier Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Two-Factor Authentication
  • Unattended Access
  • User Management
  • Watermarking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features40
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Benchmarking
  • CMDB
  • CRM
  • Call Center Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Dependency Tracking
  • Device Auto Discovery
  • Digital Watermarking
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • File Sharing
  • Geographic Maps
  • HIPAA Compliant
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring
  • Online Catalog
  • Online Forums
  • Password Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Purchase Order Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting/Analytics
  • Requisition Management
  • Risk Alerts
  • Risk Analytics
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Screen Sharing
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Session Transfer
  • Single Sign On
  • Supplier Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Two-Factor Authentication
  • Unattended Access
  • User Management
  • Watermarking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations27
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations20
  • Box
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SolarWinds Service Desk logo

SolarWinds Service Desk

Rocking UX

Reviewed 7 years ago
Pros

Super easy to use! Great functionality! Great support and super response time.

Cons

It could have more ITSM features, such as native remote support.

SolarWinds Service Desk vs. Remote Support

See how SolarWinds Service Desk and Remote Support stack up against each other by comparing features, pricing, ratings, integrations, security & more.