What users are saying about

ClickDesk vs SolarWinds Web Help Desk (WHD)

ClickDesk
13 Ratings
SolarWinds Web Help Desk (WHD)
54 Ratings

ClickDesk

13 Ratings
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Score 6.9 out of 100

Based on 13 reviews and ratings

SolarWinds Web Help Desk (WHD)

54 Ratings
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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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    SolarWinds 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.

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    Margaret Auld-Louie | TrustRadius Reviewer
    Margaret Auld-Louie
    View all 19 answers on this topic

    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.

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    Paul Christophle | TrustRadius Reviewer
    Paul Christophle
    View all 6 answers on this topic

    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.

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    Eric Krueger | TrustRadius Reviewer
    Eric Krueger
    View all 19 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 6 answers on this topic

    SolarWinds 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

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    Robert Pfau | TrustRadius Reviewer
    Robert Pfau
    View all 19 answers on this topic

    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.

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    Michael Santangelo | TrustRadius Reviewer
    Michael Santangelo
    View all 4 answers on this topic

    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.

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    Michael Santangelo | TrustRadius Reviewer
    Michael Santangelo
    View all 3 answers on this topic

    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

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    Implementation 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.

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    Michael Santangelo | TrustRadius Reviewer
    Michael Santangelo
    View all 4 answers on this topic

    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.

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    Akram Hasan Sharkar | TrustRadius Reviewer
    Akram Hasan Sharkar
    View all 6 answers on this topic

    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.

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    John Mahlman IV | TrustRadius Reviewer
    John Mahlman IV
    View all 19 answers on this topic

    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

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    Sazzad Hossain Sharkar | TrustRadius Reviewer
    Sazzad Hossain Sharkar
    View all 6 answers on this topic

    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

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    Jennifer Aguilar | TrustRadius Reviewer
    Jennifer Aguilar
    View all 19 answers on this topic

    Screenshots

    ClickDesk

    —

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