ConnectWise PSA vs SolarWinds Web Help Desk comparison

Why PeerSpot?

ConnectWise and SolarWinds are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while SolarWinds is ranked #30. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

SolarWinds Web Help Desk and ConnectWise PSA compete in the IT management software market. SolarWinds is preferred for pricing and customer support, while ConnectWise is often seen as having superior features that justify its cost.

Features: SolarWinds Web Help Desk offers essential ticket management, robust reporting, and integration with SolarWinds tools, ideal for straightforward IT support. ConnectWise PSA provides comprehensive features, including CRM, project management, and advanced automation, which benefit organizations needing complex operations. ConnectWise's extensive features provide an advantage in detailed IT management scenarios.

Room for Improvement: SolarWinds can enhance its feature set to suit larger enterprises and increase integration options with third-party tools. Its reporting capabilities could be more customizable. ConnectWise PSA may improve deployment simplicity and reduce costs for smaller organizations. Enhancing user interface customization and simplifying the setup process might make it more accessible.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk is known for easy deployment and strong customer support, making it suitable for smaller businesses or IT departments. ConnectWise PSA, though comprehensive, entails a more involved deployment due to its advanced feature set. It gains recognition from larger enterprises, and its customer service remains commendable.

Pricing and ROI: SolarWinds Web Help Desk offers a lower initial setup cost, providing good ROI for businesses focused on essential functionalities. ConnectWise PSA, with higher setup costs, provides significant ROI by enhancing productivity across broader business processes. ConnectWise's investment is justified by its potential for comprehensive organizational improvements.

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

Buyer's Guide

ConnectWise PSA vs. SolarWinds Web Help Desk

September 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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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.

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Quotes from Members

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

Pros

"Automation Anywhere has surely helped our organization to shape its Digital Journey - It was our first RPA tool which helped us to perform basic automation which created Point solutions but has added tremendous value at the early stage. We were able to scale-up fast using Automation Anywhere due to its user-friendly AI and later on IQ Bots provided the required edge to handle the unstructured data."

"Automated data processing is the most valuable feature of Automation Anywhere."

"This solution has been great for our company in almost every way possible."

"We have solved many problems we had in the past before using Automation Anywhere, mainly we saved a lot of time and money, we reduced and minimized the risk of human errors and got rid of all the manual repetitive tasks so we can focus on the core of our business."

"It integrates with different types of applications, so we can automate our business partners' redundant, repetitive tasks."

"It is easy to fix bug issues which you encounter in the post-production process."

"There are multiple levels of cloning. In case screen cloning doesn't work, you can do object-based cloning or keystroke-level cloning, depending upon what parameters are available to you and what is the level of information that you capture. You can traverse between object cloning, which is the lowest form of cloning to a stroke-based cloning, which is like taking care of each keystroke-level which is made by the agent."

"Overall, the product is very good where the repetitive tasks are more in manufacturing industries and the finance department."

More Automation Anywhere pros

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"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."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"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."

More ConnectWise PSA pros

"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."

"SolarWinds is scalable as far as adding devices and servers."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

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

"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."

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

"Once installed, it runs like a charm and doesn't ever crash."

More SolarWinds Web Help Desk pros

Cons

"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."

"I struggled with understanding the use of different variables during my initial time with Automation Anywhere."

"However, if documents are scanned and not clear, the accuracy is not up to the mark."

"Sometimes, while recording, the screen hangs and we are not able to perform any actions during that time."

"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 would like to see the scalability improve from a local perspective."

"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."

"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."

More Automation Anywhere cons

"It needs to be easier to share tickets between users who need to work together."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"ConnectWise PSA’s graphical interface is a little old."

"The UX for general users can be improved as the UI is quite clunky and complicated."

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

"The speed could be better, and the reporting could be a lot better."

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

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."

"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)."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"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."

"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."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"Automation Anywhere is flexible in terms of costing and licensing."

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."

"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."

"Its price is competitive with all other products in the market."

More Automation Anywhere pricing and cost advice

"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."

"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."

"We're paying $940 a month for 14 users."

"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."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Construction Company

15%

Financial Services Firm

11%

Outsourcing Company

10%

Performing Arts

Outsourcing Company

16%

Financial Services Firm

11%

Construction Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	561

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

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...

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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...

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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.

See all answers

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 p...

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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 ...

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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 sys...

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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 us...

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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 ...

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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...

See all answers

Comparisons

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Compared 11% of the time

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Appian vs Automation Anywhere

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Compared 12% of the time

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Compared 8% of the time

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Compared 7% of the time

Rev.io PSA (formerly Tigerpaw One) vs ConnectWise PSA

Compared 5% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

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Compared 13% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 12% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 6% of the time

SysAid vs SolarWinds Web Help Desk

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

October 2026

Download ConnectWise PSA product report

Buyer's Guide

SolarWinds Web Help Desk

September 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

No data available

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

September 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: September 2026.

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