What users are saying about
35 Ratings
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Score 8.6 out of 100
37 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Lansweeper

Lansweeper I believe is well suited for any environment - its low cost and small footprint make it an easy addition to any organization, big or small, that is looking for an asset inventory solution that can either replace or supplement existing asset management systems. It may not be well suited for situations where a lot of customization is necessary, such as pulling in custom fields or details from equipment that don't reside in a registry.
Brandon Patton | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

Lansweeper
9.3
SolarWinds Web Help Desk (WHD)
Software and hardware inventory tracking
Lansweeper
9.5
SolarWinds Web Help Desk (WHD)
License management
Lansweeper
9.1
SolarWinds Web Help Desk (WHD)
Asset relationship management
Lansweeper
9.5
SolarWinds Web Help Desk (WHD)

Incident and problem management

Lansweeper
SolarWinds Web Help Desk (WHD)
9.5
Organize and prioritize service tickets
Lansweeper
SolarWinds Web Help Desk (WHD)
9.5
Expert directory
Lansweeper
SolarWinds Web Help Desk (WHD)
9.4
Subscription-based notifications
Lansweeper
SolarWinds Web Help Desk (WHD)
9.4
ITSM collaboration and documentation
Lansweeper
SolarWinds Web Help Desk (WHD)
8.9
Ticket creation and submission
Lansweeper
SolarWinds Web Help Desk (WHD)
9.2
Ticket response
Lansweeper
SolarWinds Web Help Desk (WHD)
9.0

Self Help Community

Lansweeper
SolarWinds Web Help Desk (WHD)
8.3
External knowledge base
Lansweeper
SolarWinds Web Help Desk (WHD)
7.5
Internal knowledge base
Lansweeper
SolarWinds Web Help Desk (WHD)
9.1

Multi-Channel Help

Lansweeper
SolarWinds Web Help Desk (WHD)
8.1
Customer portal
Lansweeper
SolarWinds Web Help Desk (WHD)
8.6
Social integration
Lansweeper
SolarWinds Web Help Desk (WHD)
6.7
Email support
Lansweeper
SolarWinds Web Help Desk (WHD)
8.5
Help Desk CRM integration
Lansweeper
SolarWinds Web Help Desk (WHD)
8.8

Pros

Lansweeper

  • Inventory - LANSweeper scans the network for devices - anything with an SNMP trap or using AD or local credentials. We can get an in-depth look at devices.
  • Reporting - LANSweeper can generate just about any report you can imagine. We can check RAM in groups and determine where upgrades are needed. We can find local printers (which aren't allowed on our network) and address that issue with the user. We can check CPU type to help determine end of life without our network.
  • Printers - It's nice to have a quick look at printer statuses. Toner levels, out of paper, and service errors are all reported via LANSweeper.
Michael Metalios | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV | TrustRadius Reviewer

Cons

Lansweeper

  • Can only scan what it sees. Doesn't show every item on the machine. Patches are also absent.
  • Software Recognition is OK with Microsoft. It is dire within our network of multiple products. Recognition is at about 35% with constant manual work needed to baseline for each manufacturer in each network
  • Datacenter compliance is a manual project. We used Excel extensively.
  • License optimization is limited to installations v surplus licenses. We need to know who's using what and how.
Anonymous | TrustRadius Reviewer

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

Lansweeper

Lansweeper 10.0
Based on 1 answer
The price to function scale is so far towards function it would be stupid to get rid of it
Mike Hempel | TrustRadius Reviewer

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

Lansweeper

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

Lansweeper

Lansweeper 9.8
Based on 5 answers
Lots of info online there are tons of SQL Reports you can copy from the web as Lansweeper and users post many of them. They also send out alerts that pop up on Lansweeper, letting you know of an update that you need for certain software and provide an SQL report so you can scan your system to see what PCs need this update.
Mike Bursack | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.5
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

Lansweeper

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 2 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

Lansweeper

Though Lansweeper isn't designed as a live network management tool, it's intended as a static Networked Asset Inventory Manager. It does share many functions with other applications, and the reporting tool in Lansweeper is much easier to use and to customize (create your own SQL queries to extract information) as well.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

From a quality and use standpoint, they leave ALL of them in the dust. As far as support is concerned, they are faster and more accurate at resolving issues. Their software goes in easily, and functions as it is supposed to with minimal problems. And, as I have said before, their support is easy to reach and fast to resolve issues.
Marc Shaffer | TrustRadius Reviewer

Return on Investment

Lansweeper

  • We actually saved a decent amount of money by switching to Lansweeper.
  • The way we have Lansweeper currently setup is on a local machine but if that machine goes offline, we have no access to it. Easy to remedy but just something to note.
Matthew James | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Faster service when it comes to fixing issues.
  • Able to go back on tickets and see what was previously done on repeated issues.
  • Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.
Anonymous | TrustRadius Reviewer

Screenshots

Lansweeper

Pricing Details

Lansweeper

General

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

SolarWinds Web Help Desk (WHD)

General

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

Rating Summary

Likelihood to Recommend

Lansweeper
9.1
SolarWinds Web Help Desk (WHD)
9.1

Likelihood to Renew

Lansweeper
10.0
SolarWinds Web Help Desk (WHD)
9.1

Usability

Lansweeper
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

Lansweeper
9.8
SolarWinds Web Help Desk (WHD)
8.5

Implementation Rating

Lansweeper
SolarWinds Web Help Desk (WHD)
8.0

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