What users are saying about
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 18 reviews and ratings
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 54 reviews and ratings
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
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
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
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).
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.
System Administrator
Colorado Coalition for the HomelessNon-profit Organization Management, 501-1000 employees
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.
Infrastructure Manager
AccruePartnersComputer Software, 51-200 employees
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.
Digital Support Team Leader
Telenor GroupTelecommunications, 10,001+ employees
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
Director of Technology
Bristol Township School DistrictEducation Management, 501-1000 employees
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
External Communication - Social Media
GE Money Bank, Czech RepublicBanking, 1001-5000 employees
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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
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
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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
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

Verified User
C-Level Executive in Information Technology
Information Technology and Services Company, 501-1000 employeesImplementation 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.
Technology Specialist
School District of the ChathamsEducation Management, 51-200 employees
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.
Senior Online Marketing Specialist - Social Media
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.
Network Systems Administrator
The University of the ArtsHigher Education, 201-500 employees
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.
Social Media Specialist
Vodafone CZ1001-5000 employees
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
Senior Network Administrator
County of El Paso 911 DistrictPublic Safety, 11-50 employees