18 Ratings
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Score 8.7 out of 100
54 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Incident and problem management

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    9.1

    SolarWinds Web Help Desk (WHD)

    91%
    SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    19 Ratings

    Expert directory

    N/A
    0 Ratings
    9.1
    91%
    13 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.7
    87%
    17 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.8
    78%
    14 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Self Help Community

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    7.4

    SolarWinds Web Help Desk (WHD)

    74%
    SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.0
    70%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.9
    79%
    8 Ratings

    Multi-Channel Help

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.6

    SolarWinds Web Help Desk (WHD)

    86%
    SolarWinds Web Help Desk (WHD) ranks higher in 4/4 features

    Customer portal

    N/A
    0 Ratings
    7.5
    75%
    8 Ratings

    Social integration

    N/A
    0 Ratings
    9.8
    98%
    4 Ratings

    Email support

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.1
    81%
    4 Ratings

    Attribute Ratings

    • SolarWinds Web Help Desk (WHD) is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    7.2

    Brand Embassy, now part of NICE inContact CXone

    72%
    11 Ratings
    8.0

    SolarWinds Web Help Desk (WHD)

    80%
    19 Ratings

    Likelihood to Renew

    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    4 Ratings

    Usability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    3 Ratings

    Availability

    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    SolarWinds Web Help Desk (WHD)

    N/A
    0 Ratings

    Support Rating

    9.1

    Brand Embassy, now part of NICE inContact CXone

    91%
    6 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    9 Ratings

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    SolarWinds Web Help Desk (WHD)

    100%
    4 Ratings

    Likelihood to Recommend

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
    Milko Aritonoski | TrustRadius Reviewer

    SolarWinds Web Help Desk (WHD)

    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.
    Margaret Auld-Louie | TrustRadius Reviewer

    Pros

    Brand Embassy, now part of NICE inContact CXone

    • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
    • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
    • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
    Pavla Šedivá | 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

    Brand Embassy, now part of NICE inContact CXone

    • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
    • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
    Milica Isailovic | 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

    Pricing Details

    Brand Embassy, now part of NICE inContact CXone

    General

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

    Starting Price

    $39 per month

    SolarWinds Web Help Desk (WHD)

    General

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

    Starting Price

    Likelihood to Renew

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 7.7
    Based on 5 answers
    I still use the platform:- its use is customer friendly- improves and speed up customer care on SM - improves speed and quality of internal processes/communication- monitor/measure all valuable metrics
    Michaela Havelková | TrustRadius Reviewer

    SolarWinds Web Help Desk (WHD)

    SolarWinds Web Help Desk (WHD) 10.0
    Based on 4 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

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    SolarWinds Web Help Desk (WHD)

    SolarWinds Web Help Desk (WHD) 10.0
    Based on 3 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

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 9.1
    Based on 6 answers
    It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
    Milko Aritonoski | TrustRadius Reviewer

    SolarWinds Web Help Desk (WHD)

    SolarWinds Web Help Desk (WHD) 10.0
    Based on 9 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

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    SolarWinds Web Help Desk (WHD)

    SolarWinds Web Help Desk (WHD) 10.0
    Based on 4 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

    Brand Embassy, now part of NICE inContact CXone

    Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
    Dušan Šimonovič | 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

    Brand Embassy, now part of NICE inContact CXone

    • + We can fully monitor every mention of our brand.
    • + We are able to respond faster and more accurately (thanks to customer history)
    • + As more employees can work all at once, we can solve more posts from different sources immediately.
    Ondřej Ullmann | TrustRadius Reviewer

    SolarWinds Web Help Desk (WHD)

    • 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
    Jennifer Aguilar | TrustRadius Reviewer

    Screenshots

    Brand Embassy, now part of NICE inContact CXone

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