What users are saying about
45 Ratings
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Score 7.8 out of 100
73 Ratings
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Score 8.4 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

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk (WHD)
8.9
TeamSupport
9.1
Organize and prioritize service tickets
SolarWinds Web Help Desk (WHD)
9.0
TeamSupport
9.4
Expert directory
SolarWinds Web Help Desk (WHD)
7.5
TeamSupport
7.0
Subscription-based notifications
SolarWinds Web Help Desk (WHD)
9.8
TeamSupport
9.8
ITSM collaboration and documentation
SolarWinds Web Help Desk (WHD)
5.8
TeamSupport
Ticket creation and submission
SolarWinds Web Help Desk (WHD)
8.7
TeamSupport
9.7
Ticket response
SolarWinds Web Help Desk (WHD)
9.0
TeamSupport
9.4

Self Help Community

SolarWinds Web Help Desk (WHD)
5.4
TeamSupport
9.0
External knowledge base
SolarWinds Web Help Desk (WHD)
4.0
TeamSupport
8.6
Internal knowledge base
SolarWinds Web Help Desk (WHD)
6.9
TeamSupport
9.4

Multi-Channel Help

SolarWinds Web Help Desk (WHD)
8.2
TeamSupport
9.4
Customer portal
SolarWinds Web Help Desk (WHD)
8.0
TeamSupport
9.9
Social integration
SolarWinds Web Help Desk (WHD)
7.2
TeamSupport
8.6
Email support
SolarWinds Web Help Desk (WHD)
8.9
TeamSupport
9.5
Help Desk CRM integration
SolarWinds Web Help Desk (WHD)
8.9
TeamSupport
9.5

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

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.
Jennifer Desautels | 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

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.
Ron Johnson | 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

TeamSupport

TeamSupport 10.0
Based on 14 answers
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.
Krissy Gray | TrustRadius Reviewer

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

TeamSupport

TeamSupport 8.9
Based on 8 answers
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 1.8
Based on 4 answers
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
Frances Summerhill | TrustRadius Reviewer

Performance

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.3
Based on 5 answers
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Anonymous | TrustRadius Reviewer

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

TeamSupport

TeamSupport 9.5
Based on 9 answers
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.
Eric Krueger | TrustRadius Reviewer

In-Person Training

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French | TrustRadius Reviewer

Online Training

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
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

TeamSupport

TeamSupport 7.5
Based on 6 answers
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.
Ron Johnson | TrustRadius Reviewer

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

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.
Anonymous | TrustRadius Reviewer

Scalability

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 1.0
Based on 1 answer
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
Frances Summerhill | 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

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.
Hannah Pace | TrustRadius Reviewer

Screenshots

Pricing Details

SolarWinds Web Help Desk (WHD)

General

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

SolarWinds Web Help Desk (WHD) Editions & Modules

Additional Pricing Details

TeamSupport

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*

* per installation

TeamSupport Editions & Modules

Edition
Enterprise$551
Support Desk$401
  1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

Rating Summary

Likelihood to Recommend

SolarWinds Web Help Desk (WHD)
8.6
TeamSupport
8.2

Likelihood to Renew

SolarWinds Web Help Desk (WHD)
9.1
TeamSupport
10.0

Usability

SolarWinds Web Help Desk (WHD)
7.1
TeamSupport
8.9

Reliability and Availability

SolarWinds Web Help Desk (WHD)
TeamSupport
1.8

Performance

SolarWinds Web Help Desk (WHD)
TeamSupport
7.3

Support Rating

SolarWinds Web Help Desk (WHD)
8.7
TeamSupport
9.5

In-Person Training

SolarWinds Web Help Desk (WHD)
TeamSupport
6.4

Online Training

SolarWinds Web Help Desk (WHD)
TeamSupport
7.7

Implementation Rating

SolarWinds Web Help Desk (WHD)
8.0
TeamSupport
7.5

Scalability

SolarWinds Web Help Desk (WHD)
TeamSupport
1.0

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