Hornbill Supportworks ITSM vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hornbill
ScoreĀ 8.0Ā outĀ ofĀ 10
N/A
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.N/A
SolarWinds Web Help Desk (WHD)
ScoreĀ 7.9Ā outĀ ofĀ 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
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
HornbillSolarWinds Web Help Desk (WHD)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Detailsā€”ā€”
More Pricing Information
Community Pulse
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hornbill Supportworks ITSM
4.4
3 Ratings
60% below category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
22% above category average
Organize and prioritize service tickets6.03 Ratings9.819 Ratings
Expert directory3.03 Ratings10.013 Ratings
Service restoration4.03 Ratings00 Ratings
Self-service tools5.03 Ratings00 Ratings
Subscription-based notifications4.93 Ratings9.817 Ratings
ITSM collaboration and documentation5.03 Ratings9.014 Ratings
ITSM reports and dashboards3.03 Ratings00 Ratings
Ticket creation and submission00 Ratings9.99 Ratings
Ticket response00 Ratings9.99 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Hornbill Supportworks ITSM
2.4
3 Ratings
109% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement3.93 Ratings00 Ratings
Asset management dashboard2.22 Ratings00 Ratings
Policy and contract enforcement1.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Hornbill Supportworks ITSM
5.6
3 Ratings
40% below category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository5.93 Ratings00 Ratings
Change calendar4.03 Ratings00 Ratings
Service-level management6.93 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hornbill Supportworks ITSM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
19% above category average
External knowledge base00 Ratings9.46 Ratings
Internal knowledge base00 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hornbill Supportworks ITSM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
20% above category average
Customer portal00 Ratings9.78 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.89 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
ScoreĀ 9.0Ā outĀ ofĀ 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
ScoreĀ 9.1Ā outĀ ofĀ 10
Salesforce Service Cloud
Salesforce Service Cloud
ScoreĀ 8.7Ā outĀ ofĀ 10
All AlternativesView all alternativesView all alternatives
User Ratings
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
4.1
(3 ratings)
8.4
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
-
(0 ratings)
10.0
(3 ratings)
Support Rating
-
(0 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
Hornbill Supportworks ITSMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Hornbill
The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
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.
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Pros
Hornbill
  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
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
Hornbill
  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
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
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Likelihood to Renew
Hornbill
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.
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Usability
Hornbill
No answers on this topic
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.
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Support Rating
Hornbill
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
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Implementation Rating
Hornbill
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
Hornbill
No answers on this topic
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
Hornbill
  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
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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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