ClickDesk vs SolarWinds Web Help Desk (WHD)

Likelihood to Recommend

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.

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Verified User

Engineer in Engineering

Building Materials Company, 1001-5000 employees

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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.

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Eric Krueger

Infrastructure Manager

AccruePartnersComputer Software, 51-200 employees

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Feature Rating Comparison

ClickDesk

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

ClickDesk

SolarWinds Web Help Desk (WHD)

External knowledge base

Internal knowledge base

ClickDesk

SolarWinds Web Help Desk (WHD)

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
They also have a simple ticking system along with live chat, it's not huge but it does work.
Easy to implement with well known knowledgeable and CMS.

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Akram Hasan Sharkar

CEO / Volunteer

Akhaura Info FoundationNon-Profit Organization Management, 11-50 employees

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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.

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John Mahlman IV

Network Systems Administrator

The University of the ArtsHigher Education, 201-500 employees

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Cons

Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
More information about users. Real time page visiting histories (more advanced way).
Customers can review the agent's profile information (public profile).

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Sazzad Hossain Sharkar

Chief Operating Officer (C.O.O.)

Akhaura Info FoundationEducation Management, 11-50 employees

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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

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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

No score

No answers yet

No answers on this topic

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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Support Rating

No score

No answers yet

No answers on this topic

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

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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

No score

No answers yet

No answers on this topic

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

ClickDesk was good at what it did, but it doesn't have the holistic approach that Teams does. With Teams, you can not only chat and make calls, you can host webinars. You can see when people have read your messages to see if they are ignoring you or not. Screen sharing is a breeze and is easy to presentations with the audience. People can virtually raise their hands when they have a question. Also, it [is] easy to conduct polls from the audience in Teams.

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Verified User

Engineer in Engineering

Building Materials Company, 1001-5000 employees

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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.

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Brent Long

Director of IT

HopeHealth, Inc.Medical Practice, 501-1000 employees

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Return on Investment

We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.

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Verified User

Director in Sales

E-Learning Company, 11-50 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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Marc Shaffer

CEO

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

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

ClickDesk

SolarWinds Web Help Desk (WHD)

ClickDesk

SolarWinds Web Help Desk (WHD)

ClickDesk

SolarWinds Web Help Desk (WHD)

ClickDesk

SolarWinds Web Help Desk (WHD)

ClickDesk

SolarWinds Web Help Desk (WHD)

Likelihood to Recommend

ClickDesk

SolarWinds Web Help Desk (WHD)

Feature Rating Comparison

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

ClickDesk

SolarWinds Web Help Desk (WHD)

Cons

ClickDesk

SolarWinds Web Help Desk (WHD)

Likelihood to Renew

ClickDesk

SolarWinds Web Help Desk (WHD)

Usability

ClickDesk

SolarWinds Web Help Desk (WHD)

Support Rating

ClickDesk

SolarWinds Web Help Desk (WHD)

Implementation Rating

ClickDesk

SolarWinds Web Help Desk (WHD)

Alternatives Considered

ClickDesk

SolarWinds Web Help Desk (WHD)

Return on Investment

ClickDesk

SolarWinds Web Help Desk (WHD)

Screenshots

ClickDesk

SolarWinds Web Help Desk (WHD)

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison