Motadata ServiceOps vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Motadata ServiceOps
Score 9.1 out of 10
Small Businesses (1-50 employees)
Motadata ServiceOps is an ITIL compliant IT Service Management platform built on DFIT (Deep Learning Framework for IT Operation). It is an AI-enabled platform that enables IT organizations to rapidly adopt changes across People, Processes, and Technology to improve service delivery in the era of digital transformation. Motadata ServiceOps, a unified platform, includes PinkVerify certified Service Desk, Asset Manager, and Patch Manager to streamline business processes across the organization…N/A
SolarWinds Web Help Desk (WHD)
Score 7.7 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Motadata ServiceOps
8.9
1 Ratings
SolarWinds Web Help Desk (WHD)
9.4
19 Ratings
Organize and prioritize service tickets9.11 Ratings8.919 Ratings
Service restoration9.11 Ratings00 Ratings
Self-service tools9.11 Ratings00 Ratings
Subscription-based notifications8.21 Ratings9.017 Ratings
ITSM collaboration and documentation9.11 Ratings8.514 Ratings
ITSM reports and dashboards9.11 Ratings00 Ratings
Expert directory00 Ratings9.713 Ratings
Ticket creation and submission00 Ratings9.29 Ratings
Ticket response00 Ratings9.39 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Motadata ServiceOps
9.1
1 Ratings
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement9.11 Ratings00 Ratings
Asset management dashboard9.11 Ratings00 Ratings
Policy and contract enforcement9.11 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Motadata ServiceOps
8.6
1 Ratings
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository9.11 Ratings00 Ratings
Service-level management8.21 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Motadata ServiceOps
-
Ratings
SolarWinds Web Help Desk (WHD)
8.6
8 Ratings
External knowledge base00 Ratings8.56 Ratings
Internal knowledge base00 Ratings8.78 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Motadata ServiceOps
-
Ratings
SolarWinds Web Help Desk (WHD)
8.8
9 Ratings
Customer portal00 Ratings8.28 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.19 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
User Ratings
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
9.1
(1 ratings)
7.9
(19 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(4 ratings)
Usability
9.1
(1 ratings)
10.0
(3 ratings)
Support Rating
9.1
(1 ratings)
10.0
(9 ratings)
Implementation Rating
-
(0 ratings)
10.0
(4 ratings)
Configurability
-
(0 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Motadata ServiceOpsSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
Motadata (Mindarray Systems)
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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SolarWinds
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.
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Pros
Motadata (Mindarray Systems)
  • 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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SolarWinds
  • 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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Cons
Motadata (Mindarray Systems)
  • Machine learning
  • AI chat-bot
  • Parch management
  • Multi Language Support is missing
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SolarWinds
  • 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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Likelihood to Renew
Motadata (Mindarray Systems)
No answers on this topic
SolarWinds
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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Usability
Motadata (Mindarray Systems)
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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SolarWinds
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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Support Rating
Motadata (Mindarray Systems)
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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SolarWinds
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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Implementation Rating
Motadata (Mindarray Systems)
No answers on this topic
SolarWinds
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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Alternatives Considered
Motadata (Mindarray Systems)
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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SolarWinds
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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Return on Investment
Motadata (Mindarray Systems)
  • 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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SolarWinds
  • 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
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