What users are saying about
6 Ratings
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Score 6 out of 100
42 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Axios Assyst

I would suggest that in this product class, you get what you pay for. Although it is was sold as SAAS with a nearly 'plug and play' implementation, at least one full time highly trained admin is needed for ongoing support. I would advise a team implementation strategy.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Axios Assyst
8.9
SolarWinds Web Help Desk (WHD)
8.8
Organize and prioritize service tickets
Axios Assyst
10.0
SolarWinds Web Help Desk (WHD)
9.1
Expert directory
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
7.7
Service restoration
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
Self-service tools
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
Subscription-based notifications
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
9.8
ITSM collaboration and documentation
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
6.1
ITSM reports and dashboards
Axios Assyst
7.0
SolarWinds Web Help Desk (WHD)
Ticket creation and submission
Axios Assyst
SolarWinds Web Help Desk (WHD)
8.2
Ticket response
Axios Assyst
SolarWinds Web Help Desk (WHD)
8.5

ITSM asset management

Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
Configuration mangement
Axios Assyst
10.0
SolarWinds Web Help Desk (WHD)
Asset management dashboard
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
Policy and contract enforcement
Axios Assyst
8.0
SolarWinds Web Help Desk (WHD)

Change management

Axios Assyst
8.7
SolarWinds Web Help Desk (WHD)
Change requests repository
Axios Assyst
10.0
SolarWinds Web Help Desk (WHD)
Change calendar
Axios Assyst
7.0
SolarWinds Web Help Desk (WHD)
Service-level management
Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)

Self Help Community

Axios Assyst
SolarWinds Web Help Desk (WHD)
5.8
External knowledge base
Axios Assyst
SolarWinds Web Help Desk (WHD)
4.4
Internal knowledge base
Axios Assyst
SolarWinds Web Help Desk (WHD)
7.1

Multi-Channel Help

Axios Assyst
SolarWinds Web Help Desk (WHD)
8.1
Customer portal
Axios Assyst
SolarWinds Web Help Desk (WHD)
8.1
Social integration
Axios Assyst
SolarWinds Web Help Desk (WHD)
7.1
Email support
Axios Assyst
SolarWinds Web Help Desk (WHD)
8.3
Help Desk CRM integration
Axios Assyst
SolarWinds Web Help Desk (WHD)
8.9

Pros

Axios Assyst

  • IT Asset Management and IT Service Management in one product
  • ITIL framework
  • Highly customisable service catalogue and processes
  • Mature mobility product
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV | TrustRadius Reviewer

Cons

Axios Assyst

  • Service requests, incident, problem, and change management
  • Knowledge mgmt is not-existent - the product uses a WIKI for it's own knowledge base.
  • Axios help desk does is not knowledgable and does not follow up on reported incidents
  • Training is incomplete - no real resources available except billable by the hour.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
  • Intermittent UI bugs (e.g.: fields disappear until page refreshes)
  • AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
  • Reports can be tricky to write
Michael Santangelo | TrustRadius Reviewer

Likelihood to Renew

Axios Assyst

Axios Assyst 10.0
Based on 1 answer
At this point, we are stuck with it. We can't afford a change at this point.
Anonymous | TrustRadius Reviewer

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

Axios Assyst

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

Axios Assyst

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.7
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

Axios Assyst

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

Axios Assyst

Axios assyst outperforms JIRA in every aspect, JIRA is a good job system but when it comes to complex processes and configuration management then JIRA is simply not the right system.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) holds its own among the top competitors for help desk systems. Some advanced functionality, and more-so the lack of polished interface knocks it down compared to some competitors. I selected SolarWinds Web Help Desk (WHD) simply because I came into a shop that was already using it. I may evaluate new options in the coming years to try and find an offering with better reporting functionality and a more polished GUI.
Brent Long | TrustRadius Reviewer

Return on Investment

Axios Assyst

  • Replacement of 3 systems with Axios assyst
  • Integration with other enterprise systems
Anonymous | 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

Axios Assyst

Pricing Details

Axios Assyst

General

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

SolarWinds Web Help Desk (WHD)

General

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

Rating Summary

Likelihood to Recommend

Axios Assyst
9.0
SolarWinds Web Help Desk (WHD)
8.3

Likelihood to Renew

Axios Assyst
10.0
SolarWinds Web Help Desk (WHD)
9.1

Usability

Axios Assyst
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

Axios Assyst
SolarWinds Web Help Desk (WHD)
8.7

Implementation Rating

Axios Assyst
SolarWinds Web Help Desk (WHD)
8.0

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