What users are saying about
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.9 out of 100
Based on 13 reviews and ratings
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 54 reviews and ratings
Feature Set Ratings
Incident and problem management
ClickDesk
Feature Set Not Supported
N/A

9.1
SolarWinds Web Help Desk (WHD)
91%
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings

8.6
86%
19 Ratings
Expert directory
N/A
0 Ratings

9.1
91%
13 Ratings
Subscription-based notifications
N/A
0 Ratings

8.7
87%
17 Ratings
ITSM collaboration and documentation
N/A
0 Ratings

7.8
78%
14 Ratings
Ticket creation and submission
N/A
0 Ratings

8.9
89%
9 Ratings
Ticket response
N/A
0 Ratings

9.0
90%
9 Ratings
Self Help Community
ClickDesk
Feature Set Not Supported
N/A

7.4
SolarWinds Web Help Desk (WHD)
74%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings

7.0
70%
6 Ratings
Internal knowledge base
N/A
0 Ratings

7.9
79%
8 Ratings
Multi-Channel Help
ClickDesk
Feature Set Not Supported
N/A

8.6
SolarWinds Web Help Desk (WHD)
86%
SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features
SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features
Customer portal
N/A
0 Ratings

7.5
75%
8 Ratings
Social integration
N/A
0 Ratings

9.8
98%
4 Ratings
Email support
N/A
0 Ratings

8.8
88%
9 Ratings
Help Desk CRM integration
N/A
0 Ratings

8.1
81%
4 Ratings
Attribute Ratings
- SolarWinds Web Help Desk (WHD) is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
5.8
ClickDesk
58%
6 Ratings

8.0
SolarWinds Web Help Desk (WHD)
80%
19 Ratings
Likelihood to Renew
ClickDesk
N/A
0 Ratings

10.0
SolarWinds Web Help Desk (WHD)
100%
4 Ratings
Usability
ClickDesk
N/A
0 Ratings

10.0
SolarWinds Web Help Desk (WHD)
100%
3 Ratings
Support Rating
ClickDesk
N/A
0 Ratings

10.0
SolarWinds Web Help Desk (WHD)
100%
9 Ratings
Implementation Rating
ClickDesk
N/A
0 Ratings

10.0
SolarWinds Web Help Desk (WHD)
100%
4 Ratings
Likelihood to Recommend
ClickDesk
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.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesSolarWinds Web Help Desk (WHD)
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.
System Administrator
Colorado Coalition for the HomelessNon-profit Organization Management, 501-1000 employees
Pros
ClickDesk
- ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
- It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
- I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.
SQL Developer/Data Analyst
CoopRetail, 10,001+ employees
SolarWinds Web Help Desk (WHD)
- 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.
Infrastructure Manager
AccruePartnersComputer Software, 51-200 employees
Cons
ClickDesk
- We believe ClickDesk has questionable business practices... be careful
- ClickDesk charged us for services we did not use
- It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.

Verified User
General Manager in Customer Service
Sporting Goods Company, 11-50 employeesSolarWinds Web Help Desk (WHD)
- 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
Director of Technology
Bristol Township School DistrictEducation Management, 501-1000 employees
Pricing Details
ClickDesk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$16.99 per month
SolarWinds Web Help Desk (WHD)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
ClickDesk
No score
No answers yet
No answers on this topic
SolarWinds Web Help Desk (WHD)
SolarWinds Web Help Desk (WHD) 10.0
Based on 4 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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
Usability
ClickDesk
No score
No answers yet
No answers on this topic
SolarWinds Web Help Desk (WHD)
SolarWinds Web Help Desk (WHD) 10.0
Based on 3 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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
Support Rating
ClickDesk
No score
No answers yet
No answers on this topic
SolarWinds Web Help Desk (WHD)
SolarWinds Web Help Desk (WHD) 10.0
Based on 9 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
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

Verified User
C-Level Executive in Information Technology
Information Technology and Services Company, 501-1000 employeesImplementation Rating
ClickDesk
No score
No answers yet
No answers on this topic
SolarWinds Web Help Desk (WHD)
SolarWinds Web Help Desk (WHD) 10.0
Based on 4 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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
Alternatives Considered
ClickDesk
As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
CEO / Volunteer
Akhaura Info FoundationNon-Profit Organization Management, 11-50 employees
SolarWinds Web Help Desk (WHD)
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.
Network Systems Administrator
The University of the ArtsHigher Education, 201-500 employees
Return on Investment
ClickDesk
- Overall pricing is high
- We can handle our customer's 24-hour basis with multiple agent accounts
- It makes easier our business productivity
Chief Operating Officer (C.O.O.)
Akhaura Info FoundationEducation Management, 11-50 employees
SolarWinds Web Help Desk (WHD)
- 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
Senior Network Administrator
County of El Paso 911 DistrictPublic Safety, 11-50 employees