SolarWinds Web Help Desk (WHD) vs SupportBee | TrustRadius

What users are saying about

Score 7.8 out of 10

Based on 45 reviews and ratings

Score 8 out of 10

Based on 2 reviews and ratings

Feature Rating Comparison

SolarWinds Web Help Desk (WHD)

SupportBee

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

SolarWinds Web Help Desk (WHD)

SupportBee

External knowledge base

Internal knowledge base

SolarWinds Web Help Desk (WHD)

SupportBee

Customer portal

Social integration

Email support

Help Desk CRM integration

Pros

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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Infrastructure Manager

AccruePartnersComputer Software, 51-200 employees

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

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

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Cons

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

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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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.

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Director

Mere AgencyInternet, 1-10 employees

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Likelihood to Renew

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

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

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Verified User

C-Level Executive in Information Technology

Information Technology and Services Company, 501-1000 employees

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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.

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

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Implementation Rating

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.

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Michael Santangelo

Technology Specialist

School District of the ChathamsEducation Management, 51-200 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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John Mahlman IV

Network Systems Administrator

The University of the ArtsHigher Education, 201-500 employees

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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.

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Director

Mere AgencyInternet, 1-10 employees

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Return on Investment

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.

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CEO

US DataVault, IncComputer & Network Security, 11-50 employees

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Helps ensure client requests don't go unhandled - invaluable.
Helps ensure priority clients get priority handled.

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Verified User

Analyst in Marketing

Marketing & Advertising Company, 51-200 employees

View all 2 answers on this topic

Screenshots

See All (6) SolarWinds Web Help Desk (WHD) Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

Rating Summary

SolarWinds Web Help Desk (WHD)

SupportBee

SolarWinds Web Help Desk (WHD)

SupportBee

SolarWinds Web Help Desk (WHD)

SupportBee

SolarWinds Web Help Desk (WHD)

SupportBee

SolarWinds Web Help Desk (WHD)

SupportBee

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