54 Ratings
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Score 7.7 out of 100
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • SolarWinds Web Help Desk (WHD) ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help
  • Spiceworks Help Desk ranks higher in 1 feature set: Self Help Community

Incident and problem management

9.2

SolarWinds Web Help Desk (WHD)

92%
8.0

Spiceworks Help Desk

80%
SolarWinds Web Help Desk (WHD) ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
19 Ratings
8.4
84%
52 Ratings

Expert directory

9.3
93%
13 Ratings
7.1
71%
45 Ratings

Subscription-based notifications

8.8
88%
17 Ratings
7.7
77%
40 Ratings

ITSM collaboration and documentation

8.1
81%
14 Ratings
7.7
77%
43 Ratings

Ticket creation and submission

9.0
90%
9 Ratings
8.8
88%
52 Ratings

Ticket response

9.1
91%
9 Ratings
8.6
86%
51 Ratings

Self Help Community

7.9

SolarWinds Web Help Desk (WHD)

79%
8.4

Spiceworks Help Desk

84%
SolarWinds Web Help Desk (WHD) ranks higher in 1/2 features

External knowledge base

7.6
76%
6 Ratings
8.8
88%
46 Ratings

Internal knowledge base

8.2
82%
8 Ratings
8.1
81%
46 Ratings

Multi-Channel Help

8.6

SolarWinds Web Help Desk (WHD)

86%
7.5

Spiceworks Help Desk

75%
SolarWinds Web Help Desk (WHD) ranks higher in 3/5 features

Customer portal

7.7
77%
8 Ratings
8.0
80%
44 Ratings

Social integration

10.0
100%
4 Ratings
6.6
66%
25 Ratings

Email support

8.9
89%
9 Ratings
8.7
87%
44 Ratings

Help Desk CRM integration

8.0
80%
4 Ratings
6.9
69%
26 Ratings

IVR

N/A
0 Ratings
7.0
70%
9 Ratings

Attribute Ratings

  • SolarWinds Web Help Desk (WHD) is rated higher in 2 areas: Usability, Support Rating
  • Spiceworks Help Desk is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Web Help Desk (WHD) and Spiceworks Help Desk are tied in 2 areas: Likelihood to Renew, Implementation Rating

Likelihood to Recommend

8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings
8.7

Spiceworks Help Desk

87%
81 Ratings

Likelihood to Renew

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings
10.0

Spiceworks Help Desk

100%
29 Ratings

Usability

10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings
8.6

Spiceworks Help Desk

86%
8 Ratings

Availability

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
6 Ratings

Performance

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
8.0

Spiceworks Help Desk

80%
2 Ratings

Support Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings
8.6

Spiceworks Help Desk

86%
49 Ratings

Implementation Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings
10.0

Spiceworks Help Desk

100%
13 Ratings

Configurability

10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

Spiceworks Help Desk

N/A
0 Ratings

Ease of integration

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Spiceworks Help Desk

N/A
0 Ratings

Product Scalability

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
10.0

Spiceworks Help Desk

100%
1 Rating

Vendor post-sale

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

Spiceworks Help Desk

N/A
0 Ratings

Vendor pre-sale

8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

Spiceworks Help Desk

N/A
0 Ratings

Likelihood to Recommend

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.
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Spiceworks Ziff Davis

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.
Read full review

Pros

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.
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Spiceworks Ziff Davis

  • 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.
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Cons

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
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Spiceworks Ziff Davis

  • 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.
Read full review

Pricing Details

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

    Spiceworks Help Desk

    Starting Price

    $0

    Editions & Modules

    Spiceworks Help Desk editions and modules pricing
    EditionModules
    All TiersFree1

    Footnotes

    1. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    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

    Spiceworks Ziff Davis

    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.
    Read full review

    Usability

    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

    Spiceworks Ziff Davis

    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
    Read full review

    Reliability and Availability

    SolarWinds

    No answers on this topic

    Spiceworks Ziff Davis

    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.
    Read full review

    Support Rating

    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

    Spiceworks Ziff Davis

    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.
    Read full review

    Implementation Rating

    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

    Spiceworks Ziff Davis

    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
    Read full review

    Alternatives Considered

    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

    Spiceworks Ziff Davis

    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.
    Read full review

    Return on Investment

    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

    Spiceworks Ziff Davis

    • 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.
    Read full review

    Screenshots

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