What users are saying about
4 Ratings
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Score 9 out of 100
48 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

[SolarWinds Web Help Desk (WHD)] is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Margaret Auld-Louie | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
SolarWinds Web Help Desk (WHD)
8.3
Organize and prioritize service tickets
365Ticketing
7.0
SolarWinds Web Help Desk (WHD)
7.8
Expert directory
365Ticketing
8.0
SolarWinds Web Help Desk (WHD)
7.4
ITSM collaboration and documentation
365Ticketing
8.0
SolarWinds Web Help Desk (WHD)
5.6
Ticket creation and submission
365Ticketing
8.0
SolarWinds Web Help Desk (WHD)
8.1
Ticket response
365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
8.4
Subscription-based notifications
365Ticketing
SolarWinds Web Help Desk (WHD)
7.6

Self Help Community

365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
5.0
Internal knowledge base
365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
6.7
External knowledge base
365Ticketing
SolarWinds Web Help Desk (WHD)
3.4

Multi-Channel Help

365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
7.5
Email support
365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
8.0
Customer portal
365Ticketing
SolarWinds Web Help Desk (WHD)
5.7
Social integration
365Ticketing
SolarWinds Web Help Desk (WHD)
7.3
Help Desk CRM integration
365Ticketing
SolarWinds Web Help Desk (WHD)
8.9

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Eric Krueger | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Robert Pfau | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.8
Based on 8 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Implementation Rating

365Ticketing

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 3 answers
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
John Mahlman IV | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
  • We have had a great ROI from SW ever since we started with them.
  • They help make us look great to clients!
  • Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
  • Their client facing materials are clear and reasonably easy to understand.
Marc Shaffer | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

SolarWinds Web Help Desk (WHD)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Web Help Desk (WHD) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
SolarWinds Web Help Desk (WHD)
6.8

Likelihood to Renew

365Ticketing
SolarWinds Web Help Desk (WHD)
9.1

Usability

365Ticketing
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

365Ticketing
SolarWinds Web Help Desk (WHD)
8.8

Implementation Rating

365Ticketing
SolarWinds Web Help Desk (WHD)
8.0

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