What users are saying about
46 Ratings
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Score 8.5 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 2 feature sets: Incident and problem management, Self Help Community
  • SolarWinds Web Help Desk (WHD) ranks higher in 1 feature set: Multi-Channel Help

Incident and problem management

9.7

Help Scout

97%
9.2

SolarWinds Web Help Desk (WHD)

92%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

8.9
89%
17 Ratings
8.7
87%
19 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
8.8
88%
17 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
9.0
90%
9 Ratings

Ticket response

10.0
100%
17 Ratings
9.1
91%
9 Ratings

Expert directory

N/A
0 Ratings
9.3
93%
13 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.1
81%
14 Ratings

Self Help Community

8.5

Help Scout

85%
7.9

SolarWinds Web Help Desk (WHD)

79%
Help Scout ranks higher in 1/2 features

External knowledge base

9.0
90%
15 Ratings
7.7
77%
6 Ratings

Internal knowledge base

8.0
80%
14 Ratings
8.2
82%
8 Ratings

Multi-Channel Help

8.2

Help Scout

82%
8.6

SolarWinds Web Help Desk (WHD)

86%
SolarWinds Web Help Desk (WHD) ranks higher in 3/4 features

Email support

10.0
100%
17 Ratings
8.9
89%
9 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
8.0
80%
4 Ratings

Customer portal

N/A
0 Ratings
7.7
77%
8 Ratings

Social integration

N/A
0 Ratings
10.0
100%
4 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.3

Help Scout

93%
17 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

9.0

Help Scout

90%
1 Rating
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Support Rating

Help Scout

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Implementation Rating

Help Scout

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

Help Scout

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Ease of integration

Help Scout

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor post-sale

Help Scout

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

Help Scout

N/A
0 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
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

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
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

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
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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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Pricing Details

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

SolarWinds Web Help Desk (WHD)

Starting Price

Editions & Modules

SolarWinds Web Help Desk (WHD) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Help Scout

    We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
    Read full review

    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

    Help Scout

    It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
    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

    Help Scout

    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
    Read full review

    Implementation Rating

    Help Scout

    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.
    Read full review

    Alternatives Considered

    Help Scout

    Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
    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.
    Read full review

    Return on Investment

    Help Scout

    • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
    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

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