Combodo iTop vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Combodo iTop
Score 9.7 out of 10
N/A
Combodo is an editor of ITSM open source solutions headquartered in France. In addition to advising and assisting companies in ITIL to improve their services and better control their information system, they offer iTop, their flagship open source ITSM software solution.
$0
per month
SolarWinds Web Help Desk (WHD)
Score 7.6 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
Combodo iTopSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Combodo iTopSolarWinds Web Help Desk (WHD)
Free Trial
NoNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Combodo iTopSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
Combodo iTopSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Combodo iTop
9.7
3 Ratings
18% above category average
SolarWinds Web Help Desk (WHD)
9.6
19 Ratings
17% above category average
Organize and prioritize service tickets9.73 Ratings9.319 Ratings
Expert directory9.73 Ratings9.913 Ratings
Service restoration9.73 Ratings00 Ratings
Self-service tools9.73 Ratings00 Ratings
Subscription-based notifications9.73 Ratings9.417 Ratings
ITSM collaboration and documentation9.73 Ratings8.814 Ratings
ITSM reports and dashboards9.73 Ratings00 Ratings
Ticket creation and submission00 Ratings9.59 Ratings
Ticket response00 Ratings9.69 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Combodo iTop
9.3
3 Ratings
14% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement9.43 Ratings00 Ratings
Asset management dashboard9.03 Ratings00 Ratings
Policy and contract enforcement9.43 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Combodo iTop
10.0
3 Ratings
18% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository10.03 Ratings00 Ratings
Change calendar10.03 Ratings00 Ratings
Service-level management10.03 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Combodo iTop
-
Ratings
SolarWinds Web Help Desk (WHD)
9.1
8 Ratings
13% above category average
External knowledge base00 Ratings9.16 Ratings
Internal knowledge base00 Ratings9.18 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Combodo iTop
-
Ratings
SolarWinds Web Help Desk (WHD)
9.1
9 Ratings
13% above category average
Customer portal00 Ratings8.98 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.59 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
Combodo iTopSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 9.3 out of 10
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User Ratings
Combodo iTopSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
9.7
(3 ratings)
7.9
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
-
(0 ratings)
10.0
(3 ratings)
Support Rating
-
(0 ratings)
10.0
(9 ratings)
Implementation Rating
-
(0 ratings)
10.0
(4 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Combodo iTopSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Combodo
It is always at the heart of operational activities for the service center strives to establish a single repository shared by all teams that allow you to define offerings that can fit each customer. Has satellites that have the capacity to synchronize central control with [the] remote customer to provide them with solutions linked with your operations.
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.
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Pros
Combodo
  • Open source
  • Issue Tracking
  • Integrations
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
Combodo
  • CSV import tools for any data.
  • Data synchronization.
  • Graphical impact analysis.
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
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Likelihood to Renew
Combodo
No answers on this topic
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.
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Usability
Combodo
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.
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Support Rating
Combodo
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
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Implementation Rating
Combodo
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.
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Alternatives Considered
Combodo
It's magnificent for its intuitiveness with workflow management. Terrific for its greatness for network discovery. Excellent with asset tracking.
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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.
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Return on Investment
Combodo
  • We have been able to immediately see better handling of change Requests
  • We are able to see incidents more clearly
  • Integrations with existing stack brought quicker time to production
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

SolarWinds Web Help Desk (WHD) Screenshots

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