What users are saying about
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.8 out of 100
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Feature Set Ratings

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

Incident and problem management

2.3

Hiver

23%
9.2

SolarWinds Web Help Desk (WHD)

92%
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

Organize and prioritize service tickets

1.7
17%
3 Ratings
8.7
87%
19 Ratings

Ticket creation and submission

2.6
26%
3 Ratings
9.0
90%
9 Ratings

Ticket response

2.6
26%
3 Ratings
9.1
91%
9 Ratings

Expert directory

N/A
0 Ratings
9.3
93%
13 Ratings

Subscription-based notifications

N/A
0 Ratings
8.8
88%
17 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.1
81%
14 Ratings

Multi-Channel Help

3.5

Hiver

35%
8.6

SolarWinds Web Help Desk (WHD)

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

Email support

3.5
35%
3 Ratings
8.9
89%
9 Ratings

Customer portal

N/A
0 Ratings
7.7
77%
8 Ratings

Social integration

N/A
0 Ratings
10.0
100%
4 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
4 Ratings

Self Help Community

Hiver

Feature Set Not Supported
N/A
7.9

SolarWinds Web Help Desk (WHD)

79%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.6
76%
6 Ratings

Internal knowledge base

N/A
0 Ratings
8.2
82%
8 Ratings

Attribute Ratings

  • SolarWinds Web Help Desk (WHD) is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

1.8

Hiver

18%
3 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings

Likelihood to Renew

Hiver

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

3.0

Hiver

30%
1 Rating
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Support Rating

4.0

Hiver

40%
1 Rating
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Implementation Rating

Hiver

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

Hiver

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Ease of integration

Hiver

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor post-sale

Hiver

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

Hiver

N/A
0 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

Hiver

Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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

Hiver

  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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

Hiver

  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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

Pricing Details

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

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

    Hiver

    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

    Hiver

    Easy to use
    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

    Hiver

    Support is there, can be slow at times.
    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

    Hiver

    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

    Hiver

    Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
    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

    Hiver

    • Hiver has increased the efficiency by which we address emailed questions and concerns.
    • Hiver increases transparency between team members.
    • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
    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

    Add comparison