What users are saying about
54 Ratings
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Score 7.7 out of 100
75 Ratings
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Score 8.2 out of 100

Feature Set Ratings

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

Incident and problem management

9.2

SolarWinds Web Help Desk (WHD)

92%
9.1

TeamSupport

91%
TeamSupport ranks higher in 4/6 features

Organize and prioritize service tickets

8.7
87%
19 Ratings
9.5
95%
11 Ratings

Expert directory

9.3
93%
13 Ratings
7.0
70%
1 Rating

Subscription-based notifications

8.8
88%
17 Ratings
10.0
100%
5 Ratings

ITSM collaboration and documentation

8.1
81%
14 Ratings
N/A
0 Ratings

Ticket creation and submission

9.0
90%
9 Ratings
9.5
95%
11 Ratings

Ticket response

9.1
91%
9 Ratings
9.5
95%
11 Ratings

Self Help Community

7.9

SolarWinds Web Help Desk (WHD)

79%
9.0

TeamSupport

90%
TeamSupport ranks higher in 2/2 features

External knowledge base

7.6
76%
6 Ratings
8.6
86%
7 Ratings

Internal knowledge base

8.2
82%
8 Ratings
9.5
95%
10 Ratings

Multi-Channel Help

8.6

SolarWinds Web Help Desk (WHD)

86%
9.7

TeamSupport

97%
TeamSupport ranks higher in 3/4 features

Customer portal

7.7
77%
8 Ratings
10.0
100%
9 Ratings

Social integration

10.0
100%
4 Ratings
9.0
90%
4 Ratings

Email support

8.9
89%
9 Ratings
10.0
100%
11 Ratings

Help Desk CRM integration

8.0
80%
4 Ratings
10.0
100%
7 Ratings

Attribute Ratings

  • SolarWinds Web Help Desk (WHD) is rated higher in 4 areas: Likelihood to Recommend, Usability, Support Rating, Implementation Rating
  • SolarWinds Web Help Desk (WHD) and TeamSupport are tied in 1 area: Likelihood to Renew

Likelihood to Recommend

8.0

SolarWinds Web Help Desk (WHD)

80%
19 Ratings
7.7

TeamSupport

77%
57 Ratings

Likelihood to Renew

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings
10.0

TeamSupport

100%
14 Ratings

Usability

10.0

SolarWinds Web Help Desk (WHD)

100%
3 Ratings
8.9

TeamSupport

89%
8 Ratings

Availability

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
1.8

TeamSupport

18%
8 Ratings

Performance

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
7.3

TeamSupport

73%
10 Ratings

Support Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
9 Ratings
9.3

TeamSupport

93%
16 Ratings

In-Person Training

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
6.4

TeamSupport

64%
1 Rating

Online Training

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
7.7

TeamSupport

77%
3 Ratings

Implementation Rating

10.0

SolarWinds Web Help Desk (WHD)

100%
4 Ratings
7.5

TeamSupport

75%
12 Ratings

Configurability

10.0

SolarWinds Web Help Desk (WHD)

100%
1 Rating

TeamSupport

N/A
0 Ratings

Ease of integration

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

TeamSupport

N/A
0 Ratings

Product Scalability

SolarWinds Web Help Desk (WHD)

N/A
0 Ratings
1.0

TeamSupport

10%
1 Rating

Vendor post-sale

9.0

SolarWinds Web Help Desk (WHD)

90%
1 Rating

TeamSupport

N/A
0 Ratings

Vendor pre-sale

8.0

SolarWinds Web Help Desk (WHD)

80%
1 Rating

TeamSupport

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

TeamSupport

TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
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

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
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

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
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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

    TeamSupport

    Starting Price

    $25 per month

    Editions & Modules

    TeamSupport editions and modules pricing
    EditionModules
    Enterprise$551
    Support Desk$402

    Footnotes

    1. Per User per Month
    2. Per User per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional $2,000

    Additional Details

    Pricing is based on annual billing

    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

    TeamSupport

    We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
    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

    TeamSupport

    I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
    Read full review

    Reliability and Availability

    SolarWinds

    No answers on this topic

    TeamSupport

    Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
    Read full review

    Performance

    SolarWinds

    No answers on this topic

    TeamSupport

    It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
    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

    TeamSupport

    TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
    Read full review

    In-Person Training

    SolarWinds

    No answers on this topic

    TeamSupport

    Able to get hands on training and ask questions.
    Read full review

    Online Training

    SolarWinds

    No answers on this topic

    TeamSupport

    Not much training was offered, but it was always provided when we requested it
    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

    TeamSupport

    Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
    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

    TeamSupport

    TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
    Read full review

    Scalability

    SolarWinds

    No answers on this topic

    TeamSupport

    TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
    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

    TeamSupport

    • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
    • TeamSupport allows us to effectively manage workflow.
    • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
    Read full review

    Screenshots

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