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Top Rated
226 Ratings
45 Ratings
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Score 7.7 out of 100

Spiceworks Help Desk

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Top Rated
226 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

Likelihood to Recommend

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

Spiceworks Help Desk

It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
Joe Foran | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk (WHD)
8.9
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
SolarWinds Web Help Desk (WHD)
9.0
Spiceworks Help Desk
8.9
Expert directory
SolarWinds Web Help Desk (WHD)
7.6
Spiceworks Help Desk
7.8
Subscription-based notifications
SolarWinds Web Help Desk (WHD)
9.8
Spiceworks Help Desk
8.2
ITSM collaboration and documentation
SolarWinds Web Help Desk (WHD)
5.9
Spiceworks Help Desk
8.3
Ticket creation and submission
SolarWinds Web Help Desk (WHD)
8.7
Spiceworks Help Desk
9.2
Ticket response
SolarWinds Web Help Desk (WHD)
9.0
Spiceworks Help Desk
9.1

Self Help Community

SolarWinds Web Help Desk (WHD)
5.5
Spiceworks Help Desk
8.7
External knowledge base
SolarWinds Web Help Desk (WHD)
4.1
Spiceworks Help Desk
9.1
Internal knowledge base
SolarWinds Web Help Desk (WHD)
6.9
Spiceworks Help Desk
8.3

Multi-Channel Help

SolarWinds Web Help Desk (WHD)
8.2
Spiceworks Help Desk
7.8
Customer portal
SolarWinds Web Help Desk (WHD)
8.0
Spiceworks Help Desk
8.5
Social integration
SolarWinds Web Help Desk (WHD)
7.2
Spiceworks Help Desk
7.2
Email support
SolarWinds Web Help Desk (WHD)
8.9
Spiceworks Help Desk
8.6
Help Desk CRM integration
SolarWinds Web Help Desk (WHD)
8.9
Spiceworks Help Desk
7.0
IVR
SolarWinds Web Help Desk (WHD)
Spiceworks Help Desk
7.7

Pros

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

Spiceworks Help Desk

  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
Justin Reslan | TrustRadius Reviewer

Cons

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

Spiceworks Help Desk

  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Spiceworks Help Desk

Spiceworks Help Desk 9.7
Based on 29 answers
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
BART HUNTER | TrustRadius Reviewer

Usability

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

Spiceworks Help Desk

Spiceworks Help Desk 8.7
Based on 8 answers
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
Chris Johnson | TrustRadius Reviewer

Reliability and Availability

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 6 answers
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
Patrick Yeager | TrustRadius Reviewer

Support Rating

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

Spiceworks Help Desk

Spiceworks Help Desk 8.6
Based on 49 answers
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
Anonymous | TrustRadius Reviewer

Implementation Rating

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

Spiceworks Help Desk

Spiceworks Help Desk 10.0
Based on 13 answers
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
Jennifer Metcalf | TrustRadius Reviewer

Alternatives Considered

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

Spiceworks Help Desk

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
Héctor Aguilar | TrustRadius Reviewer

Return on Investment

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

Spiceworks Help Desk

  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
David Yates | TrustRadius Reviewer

Screenshots

Spiceworks Help Desk

Pricing Details

SolarWinds Web Help Desk (WHD)

General

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

Spiceworks Help Desk

General

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

Rating Summary

Likelihood to Recommend

SolarWinds Web Help Desk (WHD)
8.6
Spiceworks Help Desk
8.8

Likelihood to Renew

SolarWinds Web Help Desk (WHD)
9.1
Spiceworks Help Desk
9.7

Usability

SolarWinds Web Help Desk (WHD)
7.1
Spiceworks Help Desk
8.7

Reliability and Availability

SolarWinds Web Help Desk (WHD)
Spiceworks Help Desk
10.0

Performance

SolarWinds Web Help Desk (WHD)
Spiceworks Help Desk
8.0

Support Rating

SolarWinds Web Help Desk (WHD)
8.7
Spiceworks Help Desk
8.6

Implementation Rating

SolarWinds Web Help Desk (WHD)
8.0
Spiceworks Help Desk
10.0

Scalability

SolarWinds Web Help Desk (WHD)
Spiceworks Help Desk
10.0

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