GrooveHQ vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GrooveHQ
Score 6.6 out of 10
N/A
GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.
$15
per month
SolarWinds Web Help Desk (WHD)
Score 7.9 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
GrooveHQSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
GrooveHQSolarWinds Web Help Desk (WHD)
Free Trial
NoNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
GrooveHQSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
GrooveHQSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GrooveHQ
1.4
6 Ratings
139% below category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
22% above category average
Organize and prioritize service tickets1.26 Ratings9.819 Ratings
Expert directory1.23 Ratings10.013 Ratings
Subscription-based notifications1.03 Ratings9.817 Ratings
ITSM collaboration and documentation2.03 Ratings9.014 Ratings
Ticket creation and submission2.05 Ratings9.99 Ratings
Ticket response1.15 Ratings9.99 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
GrooveHQ
1.4
5 Ratings
138% below category average
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
20% above category average
External knowledge base1.44 Ratings9.46 Ratings
Internal knowledge base1.44 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
GrooveHQ
1.0
5 Ratings
153% below category average
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
21% above category average
Customer portal1.04 Ratings9.78 Ratings
Social integration1.01 Ratings10.04 Ratings
Email support1.15 Ratings9.89 Ratings
Help Desk CRM integration1.03 Ratings8.04 Ratings
Best Alternatives
GrooveHQSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GrooveHQSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
1.7
(7 ratings)
8.4
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
6.0
(1 ratings)
10.0
(3 ratings)
Support Rating
3.0
(1 ratings)
10.0
(5 ratings)
Implementation Rating
-
(0 ratings)
10.0
(2 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
GrooveHQSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
GrooveHQ
Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
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.
Read full review
Pros
GrooveHQ
  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
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
GrooveHQ
  • Better Follow-up by customer success team
  • More customization within their major features to fit both, large and small sales teams, alike
  • Their site goes down fairly often
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
Read full review
Likelihood to Renew
GrooveHQ
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.
Read full review
Usability
GrooveHQ
It's well organized, but slow.
Read full review
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.
Read full review
Support Rating
GrooveHQ
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
Read full review
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
Read full review
Implementation Rating
GrooveHQ
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
GrooveHQ
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
Read full review
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
GrooveHQ
  • We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use
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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