Top Rated
326 Ratings
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Score 8.4 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 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

7.6

Salesforce Service Cloud

76%
9.2

SolarWinds Web Help Desk (WHD)

92%
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

Organize and prioritize service tickets

8.3
83%
55 Ratings
8.6
86%
19 Ratings

Expert directory

7.1
71%
40 Ratings
9.2
92%
13 Ratings

Subscription-based notifications

7.1
71%
47 Ratings
8.7
87%
17 Ratings

ITSM collaboration and documentation

7.2
72%
42 Ratings
8.0
80%
14 Ratings

Ticket creation and submission

8.0
80%
56 Ratings
8.9
89%
9 Ratings

Ticket response

8.0
80%
55 Ratings
9.1
91%
9 Ratings

Self Help Community

7.1

Salesforce Service Cloud

71%
7.7

SolarWinds Web Help Desk (WHD)

77%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

6.8
68%
46 Ratings
7.3
73%
6 Ratings

Internal knowledge base

7.3
73%
51 Ratings
8.0
80%
8 Ratings

Multi-Channel Help

7.8

Salesforce Service Cloud

78%
8.6

SolarWinds Web Help Desk (WHD)

86%
SolarWinds Web Help Desk (WHD) ranks higher in 3/5 features

Customer portal

7.4
74%
39 Ratings
7.6
76%
8 Ratings

IVR

7.3
73%
25 Ratings
N/A
0 Ratings

Social integration

7.9
79%
34 Ratings
9.9
99%
4 Ratings

Email support

8.1
81%
56 Ratings
8.9
89%
9 Ratings

Help Desk CRM integration

8.1
81%
49 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • Salesforce Service Cloud is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

8.1

Salesforce Service Cloud

81%
62 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings

Likelihood to Renew

9.6

Salesforce Service Cloud

96%
4 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

8.4

Salesforce Service Cloud

84%
11 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Availability

8.7

Salesforce Service Cloud

87%
7 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Performance

8.6

Salesforce Service Cloud

86%
7 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Support Rating

7.4

Salesforce Service Cloud

74%
29 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

Online Training

9.0

Salesforce Service Cloud

90%
1 Rating

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Implementation Rating

Salesforce Service Cloud

N/A
0 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Likelihood to Recommend

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | 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

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | 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

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | 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

Salesforce Service Cloud

General

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

Starting Price

$65 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

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | 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

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

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

Reliability and Availability

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Performance

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | 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

Salesforce Service Cloud

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

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | 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

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | 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

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