156 Ratings
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Score 8.3 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

8.0

SolarWinds Service Desk

80%
9.2

SolarWinds Web Help Desk (WHD)

92%
SolarWinds Service Desk (SSD) ranks higher in 6/9 features

Organize and prioritize service tickets

9.3
93%
96 Ratings
8.7
87%
19 Ratings

Expert directory

7.9
79%
57 Ratings
9.3
93%
13 Ratings

Service restoration

7.3
73%
58 Ratings
N/A
0 Ratings

Self-service tools

8.0
80%
86 Ratings
N/A
0 Ratings

Subscription-based notifications

8.9
89%
68 Ratings
8.8
88%
17 Ratings

ITSM collaboration and documentation

8.1
81%
76 Ratings
8.1
81%
14 Ratings

ITSM reports and dashboards

6.4
64%
87 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
9.0
90%
9 Ratings

Ticket response

N/A
0 Ratings
9.1
91%
9 Ratings

ITSM asset management

6.9

SolarWinds Service Desk

69%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
SolarWinds Service Desk (SSD) ranks higher in 3/3 features

Configuration mangement

6.9
69%
74 Ratings
N/A
0 Ratings

Asset management dashboard

6.9
69%
81 Ratings
N/A
0 Ratings

Policy and contract enforcement

6.9
69%
63 Ratings
N/A
0 Ratings

Change management

8.0

SolarWinds Service Desk

80%

SolarWinds Web Help Desk (WHD)

Feature Set Not Supported
N/A
SolarWinds Service Desk (SSD) ranks higher in 3/3 features

Change requests repository

8.6
86%
64 Ratings
N/A
0 Ratings

Change calendar

7.7
77%
44 Ratings
N/A
0 Ratings

Service-level management

7.8
78%
72 Ratings
N/A
0 Ratings

Self Help Community

SolarWinds Service Desk

Feature Set Not Supported
N/A
7.9

SolarWinds Web Help Desk (WHD)

79%
SolarWinds Web Help Desk (WHD) ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
7.6
76%
6 Ratings

Internal knowledge base

N/A
0 Ratings
8.2
82%
8 Ratings

Multi-Channel Help

SolarWinds Service Desk

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
7.7
77%
8 Ratings

Social integration

N/A
0 Ratings
10.0
100%
4 Ratings

Email support

N/A
0 Ratings
8.9
89%
9 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.0
80%
4 Ratings

Attribute Ratings

  • SolarWinds Service Desk (SSD) is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) is rated higher in 8 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating, Configurability, Ease of integration, Vendor post-sale, Vendor pre-sale

Likelihood to Recommend

8.2

SolarWinds Service Desk

82%
118 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings

Likelihood to Renew

6.7

SolarWinds Service Desk

67%
8 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Usability

8.9

SolarWinds Service Desk

89%
7 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

Availability

8.4

SolarWinds Service Desk

84%
13 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Performance

8.7

SolarWinds Service Desk

87%
7 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Support Rating

8.4

SolarWinds Service Desk

84%
93 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings

In-Person Training

9.1

SolarWinds Service Desk

91%
1 Rating

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Online Training

8.2

SolarWinds Service Desk

82%
2 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Implementation Rating

8.7

SolarWinds Service Desk

87%
5 Ratings
10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

Configurability

7.3

SolarWinds Service Desk

73%
1 Rating
10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Ease of integration

4.5

SolarWinds Service Desk

45%
1 Rating
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Product Scalability

8.8

SolarWinds Service Desk

88%
4 Ratings

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings

Vendor post-sale

8.2

SolarWinds Service Desk

82%
2 Ratings
9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Vendor pre-sale

7.7

SolarWinds Service Desk

77%
2 Ratings
8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Likelihood to Recommend

SolarWinds

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
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

SolarWinds

  • 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.
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

SolarWinds

  • 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.
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

SolarWinds Service Desk

Starting Price

Editions & Modules

SolarWinds Service Desk 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

    Pricing Info

    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

      SolarWinds

      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.
      Read full review

      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

      SolarWinds

      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.
      Read full review

      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

      Reliability and Availability

      SolarWinds

      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
      Read full review

      SolarWinds

      No answers on this topic

      Performance

      SolarWinds

      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.
      Read full review

      SolarWinds

      No answers on this topic

      Support Rating

      SolarWinds

      SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
      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

      Online Training

      SolarWinds

      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.
      Read full review

      SolarWinds

      No answers on this topic

      Implementation Rating

      SolarWinds

      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.
      Read full review

      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

      SolarWinds

      We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
      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

      Scalability

      SolarWinds

      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.
      Read full review

      SolarWinds

      No answers on this topic

      Return on Investment

      SolarWinds

      • We are more easily able to quantify user satisfaction with support.
      • We are able to develop SLAs that quantify and define the obligation of our support teams.
      • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
      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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