22 Ratings
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Score 7.7 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • SolarWinds Web Help Desk (WHD) ranks higher in 1 feature set: Incident and problem management

Incident and problem management

5.3

N-able MSP Manager

53%
9.3

SolarWinds Web Help Desk (WHD)

93%
SolarWinds Web Help Desk (WHD) ranks higher in 6/9 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
8.8
88%
19 Ratings

Expert directory

3.5
35%
4 Ratings
9.5
95%
13 Ratings

Service restoration

3.9
39%
2 Ratings
N/A
0 Ratings

Self-service tools

3.5
35%
4 Ratings
N/A
0 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
8.8
88%
17 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
8.3
83%
14 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.1
91%
9 Ratings

Ticket response

N/A
0 Ratings
9.2
92%
9 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Configuration mangement

6.3
63%
3 Ratings
N/A
0 Ratings

Asset management dashboard

7.2
72%
3 Ratings
N/A
0 Ratings

Change management

2.8

N-able MSP Manager

28%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
N-able MSP Manager ranks higher in 2/2 features

Change calendar

1.0
10%
1 Rating
N/A
0 Ratings

Service-level management

4.5
45%
4 Ratings
N/A
0 Ratings

Self Help Community

N-able MSP Manager

Feature Set Not Supported
N/A
8.3

SolarWinds Web Help Desk (WHD)

83%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.1
81%
6 Ratings

Internal knowledge base

N/A
0 Ratings
8.4
84%
8 Ratings

Multi-Channel Help

N-able MSP Manager

Feature Set Not Supported
N/A
8.7

SolarWinds Web Help Desk (WHD)

87%
SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features

Customer portal

N/A
0 Ratings
7.9
79%
8 Ratings

Social integration

N/A
0 Ratings
10.0
100%
4 Ratings

Email support

N/A
0 Ratings
9.0
90%
9 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • SolarWinds Web Help Desk (WHD) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
7.9

SolarWinds Web Help Desk (WHD)

79%
19 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

N-able MSP Manager

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

N-able MSP Manager

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Ease of integration

N-able MSP Manager

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor post-sale

N-able MSP Manager

N/A
0 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

N-able MSP Manager

N/A
0 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

N-able

It's a good company to grow with because as needs change there are more features available.
Read full review

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.
Read full review

Pros

N-able

  • Web Based
  • Automated Ticket creation
Read full review

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.
Read full review

Cons

N-able

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Read full review

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
Read full review

Pricing Details

N-able MSP Manager

Starting Price

Editions & Modules

N-able MSP Manager editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    SolarWinds Web Help Desk (WHD)

    Starting Price

    Editions & Modules

    SolarWinds Web Help Desk (WHD) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      N-able

      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.
      Read full review

      Usability

      N-able

      No answers on this topic

      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.
      Read full review

      Support Rating

      N-able

      They're good at resolving issues when they arise.
      Read full review

      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
      Read full review

      Implementation Rating

      N-able

      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.
      Read full review

      Alternatives Considered

      N-able

      MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
      Read full review

      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.
      Read full review

      Return on Investment

      N-able

      • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
      • Searching for a ticket requires scrolling, wasting time
      Read full review

      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
      Read full review

      Screenshots

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