What users are saying about
2 Ratings
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Score 8.3 out of 101
31 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

Mojo Helpdesk

For a small business it is a very good value.
No photo available

SolarWinds Web Help Desk

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 profile photo

Feature Rating Comparison

Incident and problem management

Mojo Helpdesk
9.8
SolarWinds Web Help Desk
9.4
Organize and prioritize service tickets
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.5
Expert directory
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.3
Subscription-based notifications
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.6
ITSM collaboration and documentation
Mojo Helpdesk
9.0
SolarWinds Web Help Desk
9.0
Ticket creation and submission
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.4
Ticket response
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.1

Self Help Community

Mojo Helpdesk
10.0
SolarWinds Web Help Desk
8.6
External knowledge base
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
7.7
Internal knowledge base
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.5

Multi-Channel Help

Mojo Helpdesk
10.0
SolarWinds Web Help Desk
8.0
Customer portal
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
9.1
Social integration
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
5.9
Email support
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
8.5
Help Desk CRM integration
Mojo Helpdesk
10.0
SolarWinds Web Help Desk
8.6

Pros

Mojo Helpdesk

  • 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.
No photo available

SolarWinds Web Help Desk

  • 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 profile photo

Cons

Mojo Helpdesk

  • 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.
No photo available

SolarWinds Web Help Desk

  • 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 profile photo

Likelihood to Renew

Mojo Helpdesk

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk

SolarWinds Web Help Desk 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 profile photo

Usability

Mojo Helpdesk

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk

SolarWinds Web Help Desk 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 profile photo

Support

Mojo Helpdesk

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk

SolarWinds Web Help Desk 8.2
Based on 3 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
No photo available

Implementation

Mojo Helpdesk

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk

SolarWinds Web Help Desk 8.0
Based on 1 answer
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 profile photo

Alternatives Considered

Mojo Helpdesk

Price and customer service.
No photo available

SolarWinds Web Help Desk

BMC Track-It! was my first choice for a help desk solution, but we chose SolarWinds Web Help Desk primarily based on cost alone, a now regrettable decision. Track-It! is a far superior product and is better than SolarWinds WHD in every way. That being said, for the cost and what we needed it to do, WHD has performed as expected.
Tim Twiss profile photo

Return on Investment

Mojo Helpdesk

  • Our company’s improved customer support response times and expert service has helped us make money.
No photo available

SolarWinds Web Help Desk

  • 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.
No photo available

Pricing Details

Mojo Helpdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Mojo Helpdesk Editions & Modules

Edition
Mini Me$01
Professional$291
Enterprise$991
Unlimited$3992
  1. Includes 10 agents
  2. Unlimited agents
Additional Pricing Details

SolarWinds Web Help Desk

General

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

SolarWinds Web Help Desk Editions & Modules

Additional Pricing Details

Add comparison