47 Ratings
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Score 7.1 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • SolarWinds Web Help Desk (WHD) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.6

CA Service Management

86%
9.3

SolarWinds Web Help Desk (WHD)

93%
CA Service Management, with CA Service Desk Manager ranks higher in 5/9 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
8.8
88%
19 Ratings

Expert directory

8.7
87%
5 Ratings
9.5
95%
13 Ratings

Service restoration

8.4
84%
6 Ratings
N/A
0 Ratings

Self-service tools

8.6
86%
6 Ratings
N/A
0 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
8.8
88%
17 Ratings

ITSM collaboration and documentation

9.7
97%
6 Ratings
8.3
83%
14 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
N/A
0 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

ITSM asset management

9.2

CA Service Management

92%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
N/A
0 Ratings

Asset management dashboard

10.0
100%
3 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.0
80%
3 Ratings
N/A
0 Ratings

Change management

9.1

CA Service Management

91%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
N/A
0 Ratings

Change calendar

8.6
86%
4 Ratings
N/A
0 Ratings

Service-level management

9.5
95%
5 Ratings
N/A
0 Ratings

Self Help Community

CA Service Management

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

CA Service Management

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

  • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
7.9

SolarWinds Web Help Desk (WHD)

79%
19 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

CA Service Management

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Support Rating

CA Service Management

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Implementation Rating

CA Service Management

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

CA Service Management

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Ease of integration

CA Service Management

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor post-sale

CA Service Management

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

CA Service Management

N/A
0 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

Broadcom

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
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

Broadcom

  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
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

Broadcom

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
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

CA Service Management

Starting Price

Editions & Modules

CA Service Management 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

    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

      Broadcom

      While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
      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

      Broadcom

      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

      Broadcom

      No answers on this topic

      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

      Broadcom

      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

      Broadcom

      We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
      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

      Broadcom

      • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
      • CA Mobile app has provided agility and collaboration among IT Users and Customers.
      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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