What users are saying about
This review does not include a rating.
This review does not include a rating.
45 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

GLPI

No answers on this topic

SolarWinds Web Help Desk (WHD)

[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.
Robert Pfau | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

GLPI
SolarWinds Web Help Desk (WHD)
8.9
Organize and prioritize service tickets
GLPI
SolarWinds Web Help Desk (WHD)
9.0
Expert directory
GLPI
SolarWinds Web Help Desk (WHD)
7.5
Subscription-based notifications
GLPI
SolarWinds Web Help Desk (WHD)
9.8
ITSM collaboration and documentation
GLPI
SolarWinds Web Help Desk (WHD)
5.8
Ticket creation and submission
GLPI
SolarWinds Web Help Desk (WHD)
8.7
Ticket response
GLPI
SolarWinds Web Help Desk (WHD)
9.0

Self Help Community

GLPI
SolarWinds Web Help Desk (WHD)
5.5
External knowledge base
GLPI
SolarWinds Web Help Desk (WHD)
4.0
Internal knowledge base
GLPI
SolarWinds Web Help Desk (WHD)
6.9

Multi-Channel Help

GLPI
SolarWinds Web Help Desk (WHD)
8.2
Customer portal
GLPI
SolarWinds Web Help Desk (WHD)
8.0
Social integration
GLPI
SolarWinds Web Help Desk (WHD)
7.2
Email support
GLPI
SolarWinds Web Help Desk (WHD)
8.9
Help Desk CRM integration
GLPI
SolarWinds Web Help Desk (WHD)
8.9

Pros

GLPI

No 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.
Eric Krueger | TrustRadius Reviewer

Cons

GLPI

No answers on this topic

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

GLPI

No score
No answers yet
No answers on this topic

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

GLPI

No score
No answers yet
No answers on this topic

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

GLPI

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

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
Anonymous | TrustRadius Reviewer

Implementation Rating

GLPI

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

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.
Michael Santangelo | TrustRadius Reviewer

Alternatives Considered

GLPI

No 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.
John Mahlman IV | TrustRadius Reviewer

Return on Investment

GLPI

No answers on this topic

SolarWinds Web Help Desk (WHD)

  • 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.
Marc Shaffer | TrustRadius Reviewer

Screenshots

Pricing Details

GLPI

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$1,200*

* per installation

GLPI Editions & Modules

On-premise Edition
Basic$1,4551
Standard$4,3652
Advanced$14,5503
  1. for <10 IT agents; <500 IT assets
  2. for <50 IT agents; < 5000 IT assets
  3. for >51 IT agents; > 5001 IT assets
SaaS Edition
GLPI Network Cloud$231
  1. per IT agent/per month
Additional Pricing Details
Prices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.

SolarWinds Web Help Desk (WHD)

General

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

SolarWinds Web Help Desk (WHD) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

GLPI
SolarWinds Web Help Desk (WHD)
8.6

Likelihood to Renew

GLPI
SolarWinds Web Help Desk (WHD)
9.1

Usability

GLPI
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

GLPI
SolarWinds Web Help Desk (WHD)
8.7

Implementation Rating

GLPI
SolarWinds Web Help Desk (WHD)
8.0

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