Confluence is a collaboration and content sharing platform used primarily by customers who are already using Atlassian's Jira project tracking product. The product appeals particularly to IT users.
$6.40
per month per user
SolarWinds Web Help Desk (WHD)
ScoreĀ 5.1Ā outĀ ofĀ 10
N/A
SolarWinds
Web Help Desk is ticketing and IT asset management software. It is designed to
simplify help desk management. This solution includes built-in ticketing
management, asset management, change management, and knowledge base
capabilities.
$533
per year per user
Pricing
Atlassian Confluence
SolarWinds Web Help Desk (WHD)
Editions & Modules
Free
$0
Free for 10 Users
Standard
$6.40
per month per user
Premium
$12.30
per month per user
Data Center
220,000.00
40,001+ Users - Annually
Enterprise
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
Confluence
SolarWinds Web Help Desk (WHD)
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Prices shown here reflect prices for deployments with 100 users or less. The prices decrease wien the user base surpasses 100.
SolarWinds also offers Perpetual licensing starting at $1129 per technician.
More Pricing Information
Community Pulse
Atlassian Confluence
SolarWinds Web Help Desk (WHD)
Features
Atlassian Confluence
SolarWinds Web Help Desk (WHD)
Project Management
Comparison of Project Management features of Product A and Product B
Atlassian Confluence
7.0
157 Ratings
9% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Task Management
7.1125 Ratings
00 Ratings
Gantt Charts
7.912 Ratings
00 Ratings
Scheduling
7.221 Ratings
00 Ratings
Workflow Automation
6.289 Ratings
00 Ratings
Mobile Access
6.8116 Ratings
00 Ratings
Search
6.8155 Ratings
00 Ratings
Visual planning tools
7.2126 Ratings
00 Ratings
Communication
Comparison of Communication features of Product A and Product B
Atlassian Confluence
7.9
157 Ratings
0% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Chat
6.415 Ratings
00 Ratings
Notifications
8.2154 Ratings
00 Ratings
Discussions
7.6147 Ratings
00 Ratings
Surveys
7.015 Ratings
00 Ratings
Internal knowledgebase
9.0148 Ratings
00 Ratings
Integrates with GoToMeeting
6.03 Ratings
00 Ratings
Integrates with Gmail and Google Hangouts
9.37 Ratings
00 Ratings
Integrates with Outlook
9.610 Ratings
00 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Atlassian Confluence
7.7
156 Ratings
2% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Versioning
8.1135 Ratings
00 Ratings
Video files
6.8104 Ratings
00 Ratings
Audio files
6.896 Ratings
00 Ratings
Document collaboration
8.3151 Ratings
00 Ratings
Access control
8.6146 Ratings
00 Ratings
Advanced security features
8.3113 Ratings
00 Ratings
Integrates with Google Drive
5.947 Ratings
00 Ratings
Device sync
8.384 Ratings
00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Atlassian Confluence
-
Ratings
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
17% above category average
Organize and prioritize service tickets
00 Ratings
9.819 Ratings
Expert directory
00 Ratings
10.013 Ratings
Subscription-based notifications
00 Ratings
9.817 Ratings
ITSM collaboration and documentation
00 Ratings
9.014 Ratings
Ticket creation and submission
00 Ratings
9.99 Ratings
Ticket response
00 Ratings
9.99 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Atlassian Confluence
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
16% above category average
External knowledge base
00 Ratings
9.46 Ratings
Internal knowledge base
00 Ratings
9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
I would recommend Atlassian Confluence for companies that want to have internal documentation and minimum governance processes to ensure documentation is useful and doesn't have a lot of duplicated and non-updated content. I wouldn't recommend Atlassian Confluence for companies with a low budget since this product might be a little costly (especially with add-ons).
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.
Cross product linking - If you use other Atlassian products then Atlassian Confluence is a no-brainer for your source of documentation, knowledge management etc. You can show previews of the linked asset natively E.g. showing a preview of a JIRA ticket in a Atlassian Confluence page.
Simple editing - Though the features available may not be super complex right now, this does come with the benefit of making it easy to edit and create documents. Some documentation editors can be overwhelming, Atlassian Confluence is simple and intuitive.
Native marketplace - If you want to install add-ons to your Atlassian Confluence space it's really easy. Admins can explore the Atlassian marketplace natively and install them to your instance in a few clicks. You can customise your Atlassian Confluence instance in many different ways using add-ons.
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.
UI Design is very simplistic and basic could make use of more visually interesting colour choices, layout choices, etc.
Under the 'Content' menu, it defaults to having a landing page for all L1 and L2 category pages. Meaning as long as the broader content category has a sub-category, it still creates a separate landing page. In my team's case, this often creates blank pages, as we only fill out the page at the lowest sub-category (L3).
Hyperlinks are traditionally shown as blue, however, this results into very monotonously blue pages in cases where a lot of information is being linked.
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
I would like to see the UI updated. It looks old, even in the latest releases.
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.
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.
Great for organizing knowledge in a hierarchical format. Seamless for engineering and product teams managing software development. Helps in formatting pages effectively, reducing manual work. Tracks changes well and allows for easy rollbacks. Granular controls for who can view/edit pages. Search function is not great which needs improvement. Hire some google engineers
It's not cloud based so users have to be on the network to submit a ticket. It doesn't plug into Google or Microsoft Azure so all inventory has to be manually entered. It seems like solar winds is allowing the product to slow fall into obsolescence
We never worked against the tide while using Confluence. Everything loads considerably fast, even media components like videos (hosted on the platform or embed external videos from Youtube, for example). We are not using heavy media components a lot, but in the rare occasion we happen to use one we have no problems whatsoever.
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.
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
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.
We chose Atlassian Confluence over SharePoint because it's much more user-friendly and intuitive. Atlassian Confluence makes collaboration and knowledge sharing easier with its simpler interface and better search. While SharePoint can be powerful, it often feels clunky and complex, making it harder for our team to actually use it.
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.