1 Rating
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Score 9.1 out of 100
52 Ratings
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Score 7.5 out of 100

Likelihood to Recommend

Motadata ServiceOps

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.
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

[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.
Margaret Auld-Louie | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Motadata ServiceOps
8.9
SolarWinds Web Help Desk (WHD)
8.2
Organize and prioritize service tickets
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
7.7
Service restoration
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Self-service tools
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Subscription-based notifications
Motadata ServiceOps
8.2
SolarWinds Web Help Desk (WHD)
7.5
ITSM collaboration and documentation
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
5.2
ITSM reports and dashboards
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Expert directory
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
7.1
Ticket creation and submission
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
8.0
Ticket response
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
8.3

ITSM asset management

Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Configuration mangement
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Asset management dashboard
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Policy and contract enforcement
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)

Change management

Motadata ServiceOps
8.6
SolarWinds Web Help Desk (WHD)
Change requests repository
Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
Service-level management
Motadata ServiceOps
8.2
SolarWinds Web Help Desk (WHD)

Self Help Community

Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
4.2
External knowledge base
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
2.1
Internal knowledge base
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
6.3

Multi-Channel Help

Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
7.4
Customer portal
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
5.2
Social integration
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
7.4
Email support
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
8.0
Help Desk CRM integration
Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
8.9

Pros

Motadata ServiceOps

  • 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
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • 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.
Eric Krueger | TrustRadius Reviewer

Cons

Motadata ServiceOps

  • Machine learning
  • AI chat-bot
  • Parch management
  • Multi Language Support is missing
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • 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
Robert Pfau | TrustRadius Reviewer

Likelihood to Renew

Motadata ServiceOps

No score
No answers yet
No answers on this topic

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

Motadata ServiceOps

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.
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

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

Motadata ServiceOps

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.
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

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
Anonymous | TrustRadius Reviewer

Implementation Rating

Motadata ServiceOps

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

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.
Michael Santangelo | TrustRadius Reviewer

Alternatives Considered

Motadata ServiceOps

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.
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

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.
John Mahlman IV | TrustRadius Reviewer

Return on Investment

Motadata ServiceOps

  • Increase the effectivness of IT staff
  • Keeping IT assets under control
  • 50% reduction in MTTR
  • Enhanced network availability and uptime by 20%
Андрей Михалюк (Andrew Mikhaliuk) | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • 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.
Marc Shaffer | TrustRadius Reviewer

Screenshots

Pricing Details

Motadata ServiceOps

General

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

Starting Price

SolarWinds Web Help Desk (WHD)

General

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

Starting Price

Rating Summary

Likelihood to Recommend

Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
6.7

Likelihood to Renew

Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
9.1

Usability

Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

Motadata ServiceOps
9.1
SolarWinds Web Help Desk (WHD)
8.8

Implementation Rating

Motadata ServiceOps
SolarWinds Web Help Desk (WHD)
8.0

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