What users are saying about
77 Ratings
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Score 8 out of 100
36 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

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.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
SolarWinds Web Help Desk (WHD)
9.5
Organize and prioritize service tickets
Autotask PSA
9.1
SolarWinds Web Help Desk (WHD)
9.5
Expert directory
Autotask PSA
7.6
SolarWinds Web Help Desk (WHD)
9.5
Service restoration
Autotask PSA
5.6
SolarWinds Web Help Desk (WHD)
Self-service tools
Autotask PSA
7.3
SolarWinds Web Help Desk (WHD)
Subscription-based notifications
Autotask PSA
7.9
SolarWinds Web Help Desk (WHD)
9.5
ITSM collaboration and documentation
Autotask PSA
7.8
SolarWinds Web Help Desk (WHD)
9.0
ITSM reports and dashboards
Autotask PSA
8.0
SolarWinds Web Help Desk (WHD)
Ticket creation and submission
Autotask PSA
SolarWinds Web Help Desk (WHD)
9.3
Ticket response
Autotask PSA
SolarWinds Web Help Desk (WHD)
9.1

ITSM asset management

Autotask PSA
7.8
SolarWinds Web Help Desk (WHD)
Configuration mangement
Autotask PSA
7.8
SolarWinds Web Help Desk (WHD)
Asset management dashboard
Autotask PSA
8.0
SolarWinds Web Help Desk (WHD)
Policy and contract enforcement
Autotask PSA
7.6
SolarWinds Web Help Desk (WHD)

Change management

Autotask PSA
7.9
SolarWinds Web Help Desk (WHD)
Change requests repository
Autotask PSA
8.1
SolarWinds Web Help Desk (WHD)
Change calendar
Autotask PSA
7.6
SolarWinds Web Help Desk (WHD)
Service-level management
Autotask PSA
8.2
SolarWinds Web Help Desk (WHD)

Self Help Community

Autotask PSA
SolarWinds Web Help Desk (WHD)
8.3
External knowledge base
Autotask PSA
SolarWinds Web Help Desk (WHD)
7.5
Internal knowledge base
Autotask PSA
SolarWinds Web Help Desk (WHD)
9.1

Multi-Channel Help

Autotask PSA
SolarWinds Web Help Desk (WHD)
8.2
Customer portal
Autotask PSA
SolarWinds Web Help Desk (WHD)
8.6
Social integration
Autotask PSA
SolarWinds Web Help Desk (WHD)
6.6
Email support
Autotask PSA
SolarWinds Web Help Desk (WHD)
8.6
Help Desk CRM integration
Autotask PSA
SolarWinds Web Help Desk (WHD)
8.8

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • 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.
John Mahlman IV | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • 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
Michael Santangelo | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

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.
Michael Santangelo | TrustRadius Reviewer

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

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.
Michael Santangelo | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.5
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
Anonymous | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 2 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.
Michael Santangelo | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

From a quality and use standpoint, they leave ALL of them in the dust. As far as support is concerned, they are faster and more accurate at resolving issues. Their software goes in easily, and functions as it is supposed to with minimal problems. And, as I have said before, their support is easy to reach and fast to resolve issues.
Marc Shaffer | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Faster service when it comes to fixing issues.
  • Able to go back on tickets and see what was previously done on repeated issues.
  • Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.
Anonymous | TrustRadius Reviewer

Screenshots

Autotask PSA

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Web Help Desk (WHD)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
SolarWinds Web Help Desk (WHD)
9.1

Likelihood to Renew

Autotask PSA
9.0
SolarWinds Web Help Desk (WHD)
9.1

Usability

Autotask PSA
9.0
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

Autotask PSA
8.7
SolarWinds Web Help Desk (WHD)
8.5

Implementation Rating

Autotask PSA
SolarWinds Web Help Desk (WHD)
8.0

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