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Top Rated
147 Ratings

SolarWinds Service Desk

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Top Rated
147 Ratings
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Score 8.6 out of 100
45 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

SolarWinds Service Desk

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.
Robert Pfau | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Service Desk
7.8
SolarWinds Web Help Desk (WHD)
8.9
Organize and prioritize service tickets
SolarWinds Service Desk
9.3
SolarWinds Web Help Desk (WHD)
9.0
Expert directory
SolarWinds Service Desk
7.5
SolarWinds Web Help Desk (WHD)
7.6
Service restoration
SolarWinds Service Desk
7.0
SolarWinds Web Help Desk (WHD)
Self-service tools
SolarWinds Service Desk
7.9
SolarWinds Web Help Desk (WHD)
Subscription-based notifications
SolarWinds Service Desk
8.5
SolarWinds Web Help Desk (WHD)
9.8
ITSM collaboration and documentation
SolarWinds Service Desk
8.1
SolarWinds Web Help Desk (WHD)
5.9
ITSM reports and dashboards
SolarWinds Service Desk
6.5
SolarWinds Web Help Desk (WHD)
Ticket creation and submission
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
8.7
Ticket response
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
9.0

ITSM asset management

SolarWinds Service Desk
6.8
SolarWinds Web Help Desk (WHD)
Configuration mangement
SolarWinds Service Desk
6.9
SolarWinds Web Help Desk (WHD)
Asset management dashboard
SolarWinds Service Desk
6.8
SolarWinds Web Help Desk (WHD)
Policy and contract enforcement
SolarWinds Service Desk
6.8
SolarWinds Web Help Desk (WHD)

Change management

SolarWinds Service Desk
8.0
SolarWinds Web Help Desk (WHD)
Change requests repository
SolarWinds Service Desk
8.6
SolarWinds Web Help Desk (WHD)
Change calendar
SolarWinds Service Desk
7.6
SolarWinds Web Help Desk (WHD)
Service-level management
SolarWinds Service Desk
7.8
SolarWinds Web Help Desk (WHD)

Self Help Community

SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
5.5
External knowledge base
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
4.1
Internal knowledge base
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
6.9

Multi-Channel Help

SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
8.2
Customer portal
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
8.0
Social integration
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
7.2
Email support
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
8.9
Help Desk CRM integration
SolarWinds Service Desk
SolarWinds Web Help Desk (WHD)
8.9

Pros

SolarWinds Service Desk

  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
Anonymous | 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

SolarWinds Service Desk

  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
Kevin Staton | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
  • Intermittent UI bugs (e.g.: fields disappear until page refreshes)
  • AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
  • Reports can be tricky to write
Michael Santangelo | TrustRadius Reviewer

Likelihood to Renew

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 answers
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Chris Peters Sr. | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 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

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 7 answers
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Treyce Miller | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 7.1
Based on 2 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

SolarWinds Service Desk

SolarWinds Service Desk 7.4
Based on 13 answers
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Connie Inman | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Performance

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 7 answers
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Treyce Miller | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Support Rating

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 87 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.7
Based on 8 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

Online Training

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Implementation Rating

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 5 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 3 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

SolarWinds Service Desk

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
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

Scalability

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 4 answers
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Connie Inman | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Return on Investment

SolarWinds Service Desk

  • SLA Management is working well as built, allowing for follow-ups.
  • Notifications are working extremely well for SLA Management and tickets in general.
  • Processing e-mail-to-incident is works very well, having no issues.
  • Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
  • SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
  • The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
  • Domain mapping, when licensed, helps by granting users an easy to remember link to access.
  • Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
  • We have had a great ROI from SW ever since we started with them.
  • They help make us look great to clients!
  • Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
  • Their client facing materials are clear and reasonably easy to understand.
Marc Shaffer | TrustRadius Reviewer

Screenshots

Pricing Details

SolarWinds Service Desk

General

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

SolarWinds Web Help Desk (WHD)

General

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

Rating Summary

Likelihood to Recommend

SolarWinds Service Desk
8.5
SolarWinds Web Help Desk (WHD)
8.6

Likelihood to Renew

SolarWinds Service Desk
8.0
SolarWinds Web Help Desk (WHD)
9.1

Usability

SolarWinds Service Desk
8.3
SolarWinds Web Help Desk (WHD)
7.1

Reliability and Availability

SolarWinds Service Desk
7.4
SolarWinds Web Help Desk (WHD)

Performance

SolarWinds Service Desk
8.1
SolarWinds Web Help Desk (WHD)

Support Rating

SolarWinds Service Desk
8.2
SolarWinds Web Help Desk (WHD)
8.7

In-Person Training

SolarWinds Service Desk
9.1
SolarWinds Web Help Desk (WHD)

Online Training

SolarWinds Service Desk
8.2
SolarWinds Web Help Desk (WHD)

Implementation Rating

SolarWinds Service Desk
8.1
SolarWinds Web Help Desk (WHD)
8.0

Scalability

SolarWinds Service Desk
8.3
SolarWinds Web Help Desk (WHD)

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