What users are saying about
Top Rated
92 Ratings
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Score 8.7 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    9.3

    SolarWinds Web Help Desk (WHD)

    93%
    SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    19 Ratings

    Expert directory

    N/A
    0 Ratings
    9.5
    95%
    13 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.8
    88%
    17 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.4
    84%
    14 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    9.2
    92%
    9 Ratings

    Self Help Community

    Atera

    Feature Set Not Supported
    N/A
    8.3

    SolarWinds Web Help Desk (WHD)

    83%
    SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.1
    81%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.4
    84%
    8 Ratings

    Multi-Channel Help

    Atera

    Feature Set Not Supported
    N/A
    8.7

    SolarWinds Web Help Desk (WHD)

    87%
    SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features

    Customer portal

    N/A
    0 Ratings
    7.9
    79%
    8 Ratings

    Social integration

    N/A
    0 Ratings
    10.0
    100%
    4 Ratings

    Email support

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.0
    80%
    4 Ratings

    Attribute Ratings

    • Atera is rated higher in 1 area: Likelihood to Recommend
    • SolarWinds Web Help Desk (WHD) is rated higher in 2 areas: Likelihood to Renew, Support Rating

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    7.9

    SolarWinds Web Help Desk (WHD)

    79%
    19 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    4 Ratings

    Usability

    Atera

    N/A
    0 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    3 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    9 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    4 Ratings

    Configurability

    Atera

    N/A
    0 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    1 Rating

    Ease of integration

    Atera

    N/A
    0 Ratings
    9.0

    SolarWinds Web Help Desk (WHD)

    90%
    1 Rating

    Vendor post-sale

    Atera

    N/A
    0 Ratings
    9.0

    SolarWinds Web Help Desk (WHD)

    90%
    1 Rating

    Vendor pre-sale

    Atera

    N/A
    0 Ratings
    8.0

    SolarWinds Web Help Desk (WHD)

    80%
    1 Rating

    Likelihood to Recommend

    Atera

    For me, Atera has been a great tool that I added to my arsenal. I wanted something where I could manage my clients' Windows updates. As I used the software, I began to realize all of the various things Atera could do. Now it is a critical component of my business and I would not be able to properly function without it.
    Read full review

    SolarWinds

    SolarWinds 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.
    Read full review

    Pros

    Atera

    • Easy to deploy, both in general or to a specific customer.
    • Remote management tools that are in line with every other major solution out there.
    • Real-time alerts that allow for easy monitoring of vital systems.
    • Configurable threshholds on alerts so the system can be tuned to only notify when there is a problem according to certain metrics.
    Read full review

    SolarWinds

    • 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.
    Read full review

    Cons

    Atera

    • Ticket automation, more options to specific cases or conditions, and change client assigned to ticket, or be able to assign a ticket for the client without hassle of emailing them back or having to create a fake contact.
    • Include notes for client that are not file attachments, maybe integration with a cloud service like Google Docs or OneDrive.
    • Integration with other remote access tools would be helpful.
    Read full review

    SolarWinds

    • 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
    Read full review

    Pricing Details

    Atera

    Starting Price

    $99 per month

    Editions & Modules

    Atera editions and modules pricing
    EditionModules
    Pro$991
    Growth$1292
    Power$1693

    Footnotes

    1. Per Technician
    2. Per Technician
    3. Per Technician

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Unlimited devices & agents. No hidden fees. No contracts.

    Pricing Info

    SolarWinds Web Help Desk (WHD)

    Starting Price

    Editions & Modules

    SolarWinds Web Help Desk (WHD) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Atera

      As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now
      Read full review

      SolarWinds

      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.
      Read full review

      Usability

      Atera

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Support Rating

      Atera

      Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.
      Read full review

      SolarWinds

      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
      Read full review

      Implementation Rating

      Atera

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Alternatives Considered

      Atera

      We had tried Syncro, Naverisk, Pulseway - dollar for dollar stack for stack, Atera blew them out of the water. Atera is easy to use, easy to manage, has flourishing facebook and reddit groups for support and they update their knowledge bases daily. Their communication and support has been bar none.
      Read full review

      SolarWinds

      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.
      Read full review

      Return on Investment

      Atera

      • The lack of cost per unit is a great asset. Our team consists of two members who really use the product, and the cost being per member means we can have hundreds of machines and still only pay for two users.
      Read full review

      SolarWinds

      • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
      • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
      • I challenge you to find a better product for the price!
      • Our documentation has improved since we implemented SolarWinds Web Help Desk
      Read full review

      Screenshots

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