Motadata ServiceOps vs SolarWinds Web Help Desk (WHD)

Likelihood to Recommend

Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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[SolarWinds Web Help Desk (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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Margaret Auld-Louie

System Administrator

Colorado Coalition for the HomelessNon-profit Organization Management, 501-1000 employees

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Feature Rating Comparison

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Organize and prioritize service tickets

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Expert directory

Ticket creation and submission

Ticket response

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Change requests repository

Service-level management

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

External knowledge base

Internal knowledge base

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

Balancing the workload
Process automation
Asset discovery
Contract and SLA management
Get Single Pane Glass View
Root Cause Analysis with context
Reduce outages and improve performance

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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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.

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Eric Krueger

Infrastructure Manager

AccruePartnersComputer Software, 51-200 employees

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Cons

Machine learning
AI chat-bot
Parch management
Multi Language Support is missing

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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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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Robert Pfau

Director of Technology

Bristol Township School DistrictEducation Management, 501-1000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Usability

Motadata ServiceOps 9.1

Based on 1 answer

Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Support Rating

Motadata ServiceOps 9.1

Based on 1 answer

The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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SolarWinds Web Help Desk (WHD) 8.8

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

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Verified User

C-Level Executive in Information Technology

Information Technology and Services Company, 501-1000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

SolarWinds Web Help Desk (WHD) 8.0

Based on 3 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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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Alternatives Considered

Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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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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John Mahlman IV

Network Systems Administrator

The University of the ArtsHigher Education, 201-500 employees

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Return on Investment

Increase the effectivness of IT staff
Keeping IT assets under control
50% reduction in MTTR
Enhanced network availability and uptime by 20%

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Андрей Михалюк (Andrew Mikhaliuk)

CEO

CoreWinInformation Technology & Services, 11-50 employees

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By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
We have had a great ROI from SW ever since we started with them.
They help make us look great to clients!
Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
Their client facing materials are clear and reasonably easy to understand.

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Marc Shaffer

CEO

US DataVault, IncComputer & Network Security, 11-50 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Starting Price

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Starting Price

—

Rating Summary

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Motadata ServiceOps

SolarWinds Web Help Desk (WHD)

Likelihood to Recommend