Confluence vs SolarWinds Web Help Desk (WHD) | TrustRadius

What users are saying about

Score 8.2 out of 10

Based on 1434 reviews and ratings

Score 7.5 out of 10

Based on 52 reviews and ratings

Feature Rating Comparison

Confluence

SolarWinds Web Help Desk (WHD)

Task Management

Gantt Charts

Scheduling

Workflow Automation

Mobile Access

Search

Visual planning tools

Confluence

SolarWinds Web Help Desk (WHD)

Chat

Notifications

Discussions

Surveys

Internal knowledgebase

Integrates with GoToMeeting

Integrates with Gmail and Google Hangouts

Integrates with Outlook

Confluence

SolarWinds Web Help Desk (WHD)

Versioning

Video files

Audio files

Document collaboration

Access control

Advanced security features

Integrates with Google Drive

Device sync

Confluence

SolarWinds Web Help Desk (WHD)

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Confluence

SolarWinds Web Help Desk (WHD)

External knowledge base

Internal knowledge base

Confluence

SolarWinds Web Help Desk (WHD)

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

QUICK How-to Guides that can be generated and share instantly
One can subscribe to the pages and spaces and receive updates in the feed on their home page
Automatic Email notifications of new updates in the Confluence area
The platform integrates easily with other Atlassian platforms including third-party apps thus improving its reliability

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Software Integration Tester

WirecardFinancial Services, 501-1000 employees

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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.

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Infrastructure Manager

AccruePartnersComputer Software, 51-200 employees

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Cons

Some of the components can be a little clunky to use and configure on pages.
I've run into a few issues where edited pages refuse to publish and work is either lost or time wasted copying and pasting to a new document that will publish.

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Verified User

C-Level Executive in Information Technology

Computer Software Company, 11-50 employees

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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

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Director of Technology

Bristol Township School DistrictEducation Management, 501-1000 employees

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Likelihood to Renew

Confluence 9.7

Based on 19 answers

I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.

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Charles Thomasset, MBA

Director, Project/Process Management

Lehigh UniversityHigher Education, 1001-5000 employees

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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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Usability

Confluence 8.3

Based on 12 answers

Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.

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Verified User

Analyst in Information Technology

Computer Software Company, 10,001+ employees

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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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Reliability and Availability

Confluence 9.0

Based on 5 answers

I do not recall having outages or applications error so far, very reliable and available.

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Normand Whitehead

Senior R&D Eng. Technologist

Trilliant IncTelecommunications, 201-500 employees

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No score

No answers yet

No answers on this topic

Performance

Confluence 8.1

Based on 9 answers

Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.

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Senior Firmware Engineer

Spirent CommunicationsTelecommunications, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Support Rating

Confluence 7.1

Based on 45 answers

This rating is specifically for Atlassian's self-help documentation on their website. Often times, it is not robust enough to cover a complex usage of one of their features. Frequently, you can find an answer on the web, but not from Atlassian. Instead, it is usually at a power user group elsewhere on the net.

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Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

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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

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Verified User

C-Level Executive in Information Technology

Information Technology and Services Company, 501-1000 employees

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Implementation Rating

Confluence 8.3

Based on 6 answers

Overall, I am very satisfied with the initial implementation (and the subsequent upgrades and implementations made over the years).

This product has never rose to the level of being an major issue at an executive level. It has quietly and valiantly done it's job for our company!

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Chief Innovation Officer

Versatile CreditFinancial Services, 11-50 employees

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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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Alternatives Considered

I haven't use any other software that I could compare to AtlassianConfluence. The closest one would be Sharepoint, but it's a different beast. Sharepoint has more feature, but it's a lot harder to use and understand. Furthermore like many Microsoft solutions the UI is terrible and very difficult to understand sometimes. Atlassian Confluence is just plain easy to use.

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Benoît Desroches

Senior Web Team Lead

AlithyaComputer Games, 10,001+ employees

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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.

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John Mahlman IV

Network Systems Administrator

The University of the ArtsHigher Education, 201-500 employees

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Scalability

Confluence 8.0

Based on 2 answers

This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.

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Verified User

Consultant in Marketing

Insurance Company, 51-200 employees

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No score

No answers yet

No answers on this topic

Return on Investment

We've gone from folders and folders of Word documents and PDFs into a single system with a search feature to bring all of our data together and trackable
While onboarding took a bit longer for the company (to switch from a Word document centric mindset - to a web-based one), overall the company has embraced the features and power of Confluence within the working stack
However, as costs continue to climb for the Atlassian product, we are forced to continue our evaluation of the product - with replacing it a remote possibility if it begins to outprice its usefulness to us.

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Manager, Information Technology

Engineering InnovationIndustrial Automation, 51-200 employees

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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.

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CEO

US DataVault, IncComputer & Network Security, 11-50 employees

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Screenshots

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See All (6) SolarWinds Web Help Desk (WHD) Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

$10 per month

Confluence Editions & Modules

On-premise Edition

Server	10.00¹
Server	2700.00²
Server	5300.00³
Server	10,200.00⁴
Server	19,800.00⁵
Server	30,000.00⁶
Server	45,000.00⁷
Server	90,000.00⁸
Server	150,000.00⁹
Data Center	15,000.00¹⁰
Data Center	30,000.00¹¹
Data Center	52,000.00¹²
Data Center	79,200.00¹³
Data Center	105,600.00¹⁴
Data Center	132,000.00¹⁵
Data Center	143,000.00¹⁶
Data Center	154,000.00¹⁷
Data Center	165,000.00¹⁸
Data Center	176,000.00¹⁹
Data Center	187,000.00²⁰
Data Center	198,000.00²¹
Data Center	209,000.00²²
Data Center	220,000.00²³

10 Users - Perpetual License
25 Users - Perpetual License
50 Users - Perpetual License
100 Users - Perpetual License
250 Users - Perpetual License
500 Users - Perpetual License
2,000 Users - Perpetual License
10,000 Users - Perpetual License
10,001+ Users - Perpetual License
500 Users - Annually
1,000 Users - Annually
2,000 Users - Annually
3,000 Users - Annually
4,000 Users - Annually
5,000 Users - Annually
10,000 Users - Annually
15,000 Users - Annually
20,000 Users - Annually
25,000 Users - Annually
30,000 Users - Annually
35,000 Users - Annually
40,000 Users - Annually
40,001+ Users - Annually

SaaS Edition

Free	0.00¹
Standard	5.00²
Premium	10.00²
Enterprise	Contact Sales

Free for 10 Users
Per User Per Month
none

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

—

SolarWinds Web Help Desk (WHD) Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

Confluence

SolarWinds Web Help Desk (WHD)

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