What users are saying about
45 Ratings
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Score 7.8 out of 100
2 Ratings
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Score 8 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

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk (WHD)
8.9
SupportBee
9.2
Organize and prioritize service tickets
SolarWinds Web Help Desk (WHD)
9.0
SupportBee
10.0
Expert directory
SolarWinds Web Help Desk (WHD)
7.5
SupportBee
10.0
Subscription-based notifications
SolarWinds Web Help Desk (WHD)
9.8
SupportBee
7.0
ITSM collaboration and documentation
SolarWinds Web Help Desk (WHD)
5.8
SupportBee
8.0
Ticket creation and submission
SolarWinds Web Help Desk (WHD)
8.7
SupportBee
10.0
Ticket response
SolarWinds Web Help Desk (WHD)
9.0
SupportBee
10.0

Self Help Community

SolarWinds Web Help Desk (WHD)
5.4
SupportBee
6.0
External knowledge base
SolarWinds Web Help Desk (WHD)
4.0
SupportBee
6.0
Internal knowledge base
SolarWinds Web Help Desk (WHD)
6.9
SupportBee

Multi-Channel Help

SolarWinds Web Help Desk (WHD)
8.2
SupportBee
8.0
Customer portal
SolarWinds Web Help Desk (WHD)
8.0
SupportBee
4.0
Social integration
SolarWinds Web Help Desk (WHD)
7.2
SupportBee
Email support
SolarWinds Web Help Desk (WHD)
8.9
SupportBee
10.0
Help Desk CRM integration
SolarWinds Web Help Desk (WHD)
8.9
SupportBee
10.0

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

SupportBee

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
Anonymous | 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

SupportBee

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema | 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

SupportBee

No score
No answers yet
No answers on this topic

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

SupportBee

No score
No answers yet
No answers on this topic

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

SupportBee

SupportBee 7.0
Based on 1 answer
I haven't had to deal with support issues much, other than someone within our own company helping.
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

SupportBee

No score
No answers yet
No answers on this topic

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

SupportBee

SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema | 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

SupportBee

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Anonymous | TrustRadius Reviewer

Screenshots

SupportBee

Pricing Details

SolarWinds Web Help Desk (WHD)

General

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

SupportBee

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
SupportBee
8.0

Likelihood to Renew

SolarWinds Web Help Desk (WHD)
9.1
SupportBee

Usability

SolarWinds Web Help Desk (WHD)
7.1
SupportBee

Support Rating

SolarWinds Web Help Desk (WHD)
8.7
SupportBee
7.0

Implementation Rating

SolarWinds Web Help Desk (WHD)
8.0
SupportBee

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