Mojo Helpdesk vs. SolarWinds Web Help Desk (WHD)

For a small business it is a very good value.

Incentivized

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.

Incentivized

• User friendly- easy to setup and get running.
• Built in reports to improve and measure customer satisfaction.
• Always adding new features to enhance the product for the user.
• Support organization responds quickly to issues and questions.

Incentivized

• 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.

Incentivized

• The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
• Text box section on the rating to have the option to tell why a low rating was given.

Incentivized

• 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

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

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.

Incentivized

Price and customer service.

Incentivized

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.

Incentivized

• Our company’s improved customer support response times and expert service has helped us make money.

Incentivized

• 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

Incentivized