What users are saying about
54 Ratings
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Score 7.7 out of 100
4 Ratings
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Score 9 out of 100

Feature Set Ratings

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

Incident and problem management

9.2

SolarWinds Web Help Desk (WHD)

92%
8.6

SupportBee

86%
SolarWinds Web Help Desk (WHD) ranks higher in 5/6 features

Organize and prioritize service tickets

8.7
87%
19 Ratings
8.5
85%
4 Ratings

Expert directory

9.3
93%
13 Ratings
8.0
80%
3 Ratings

Subscription-based notifications

8.8
88%
17 Ratings
8.5
85%
4 Ratings

ITSM collaboration and documentation

8.1
81%
14 Ratings
8.5
85%
4 Ratings

Ticket creation and submission

9.0
90%
9 Ratings
9.0
90%
4 Ratings

Ticket response

9.1
91%
9 Ratings
9.0
90%
4 Ratings

Self Help Community

7.9

SolarWinds Web Help Desk (WHD)

79%
8.7

SupportBee

87%
SupportBee ranks higher in 2/2 features

External knowledge base

7.6
76%
6 Ratings
9.0
90%
4 Ratings

Internal knowledge base

8.2
82%
8 Ratings
8.5
85%
2 Ratings

Multi-Channel Help

8.6

SolarWinds Web Help Desk (WHD)

86%
8.4

SupportBee

84%
SupportBee ranks higher in 4/5 features

Customer portal

7.7
77%
8 Ratings
9.0
90%
3 Ratings

Social integration

10.0
100%
4 Ratings
7.0
70%
2 Ratings

Email support

8.9
89%
9 Ratings
9.0
90%
3 Ratings

Help Desk CRM integration

8.0
80%
4 Ratings
9.0
90%
3 Ratings

IVR

N/A
0 Ratings
8.0
80%
2 Ratings

Attribute Ratings

  • SolarWinds Web Help Desk (WHD) is rated higher in 1 area: Support Rating
  • SupportBee is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings
9.0

SupportBee

90%
4 Ratings

Likelihood to Renew

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

SupportBee

N/A
0 Ratings

Usability

10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings

SupportBee

N/A
0 Ratings

Support Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings
7.0

SupportBee

70%
2 Ratings

Implementation Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings

SupportBee

N/A
0 Ratings

Configurability

10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

SupportBee

N/A
0 Ratings

Ease of integration

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

SupportBee

N/A
0 Ratings

Vendor post-sale

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

SupportBee

N/A
0 Ratings

Vendor pre-sale

8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

SupportBee

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.
Read full review

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.
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.
Read full review

SupportBee

  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
Read full review

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
Read full review

SupportBee

  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
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

    SupportBee

    Starting Price

    Editions & Modules

    SupportBee 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

      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

      SupportBee

      No answers on this topic

      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

      SupportBee

      No answers on this topic

      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

      SupportBee

      I haven't had to deal with support issues much, other than someone within our own company helping.
      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

      SupportBee

      No answers on this topic

      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

      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.
      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

      SupportBee

      • 100% Service Level Achievement
      • Could Build Good Client & Customer Relationship
      • Knowledge base Could Save Our Time
      • Features are best and justified with the pricing
      • Needs improvement in social integration or channels
      Read full review

      Screenshots

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