SolarWinds Web Help Desk (WHD) vs. SupportBee

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SolarWinds Web Help Desk (WHD)
Score 7.9 out of 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
SupportBee
Score 9.0 out of 10
N/A
SupportBee is a lean help desk option, essentially an email ticketing system, for small businesses. It deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing.N/A
Pricing
SolarWinds Web Help Desk (WHD)SupportBee
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SolarWinds Web Help Desk (WHD)SupportBee
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
SolarWinds Web Help Desk (WHD)SupportBee
Top Pros
Top Cons
Features
SolarWinds Web Help Desk (WHD)SupportBee
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
22% above category average
SupportBee
8.6
4 Ratings
9% above category average
Organize and prioritize service tickets9.819 Ratings8.54 Ratings
Expert directory10.013 Ratings8.03 Ratings
Subscription-based notifications9.817 Ratings8.64 Ratings
ITSM collaboration and documentation9.014 Ratings8.54 Ratings
Ticket creation and submission9.99 Ratings9.14 Ratings
Ticket response9.99 Ratings9.14 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
20% above category average
SupportBee
8.8
4 Ratings
13% above category average
External knowledge base9.46 Ratings9.14 Ratings
Internal knowledge base9.48 Ratings8.52 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
21% above category average
SupportBee
8.4
3 Ratings
10% above category average
Customer portal9.78 Ratings9.13 Ratings
Social integration10.04 Ratings6.92 Ratings
Email support9.89 Ratings9.13 Ratings
Help Desk CRM integration8.04 Ratings9.13 Ratings
IVR00 Ratings8.02 Ratings
Best Alternatives
SolarWinds Web Help Desk (WHD)SupportBee
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SolarWinds Web Help Desk (WHD)SupportBee
Likelihood to Recommend
8.4
(19 ratings)
9.0
(4 ratings)
Likelihood to Renew
10.0
(4 ratings)
-
(0 ratings)
Usability
10.0
(3 ratings)
-
(0 ratings)
Support Rating
10.0
(5 ratings)
7.0
(1 ratings)
Implementation Rating
10.0
(2 ratings)
-
(0 ratings)
Configurability
10.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
SolarWinds Web Help Desk (WHD)SupportBee
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.
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SupportBee
  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
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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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SupportBee
  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
Read full review
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.
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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.
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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
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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.
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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.
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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.
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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
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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
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ScreenShots

SolarWinds Web Help Desk (WHD) Screenshots

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