SolarWinds Web Help Desk (WHD) vs. Volusion

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.

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Volusion is a good company if you're starting out. The problem is that, if you want more complexity out of the program, you're kind of stuck. Also the regular time out errors and slow downs can be very frustrating. Packages that miss overnight deadlines because your system stops working can cost you customers. In today's highly competitive market, that's just something that's hard to put up with. If you have a lower volume of business you might be able to work around these issues.

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• 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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• Templates are pre-built for a good end user experience. I've gone through the process of building custom sites as well as tweaking both free and paid templates that Volusion's design team provides.
• Their support team didn't use to be as helpful, but in recent years have answered nearly all questions I've had. Their support section within the database provides detailed walkthrus as well.
• Order processing is easy once you've been trained on the system. We got to a point where nearly the entire process was automated from initial purchase through shipping.

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• 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
• I would like to see the UI updated. It looks old, even in the latest releases.

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• API calls use the previous call as a reference, even if you weren't the one we made the previous call. Can lead to data gaps, so you often have to set a manual date range to look back to make sure you aren't missing any data.
• Not as customizable as most ecommerce platforms
• Not as many integration options as most platforms

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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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When you spend so much time with a product like this and not only have you witnessed its growth, but you almost feel like you are next those that make the decisions of building features a certain way, you can't help but want to stay and be a part of their continued growth. It's simply a great product. Can it improve? By all means! But it will only improve because of users and avid resellers like me.

I give it this rating based on my experience with SNOW which I would rate lower because it is so difficult to find anything in SNOW. It might be better with more time to configure but we "had a box to check" and it met that requirement and I haven't had time to refine it.

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I know what to do to add a new product, promotion or do an analysis of sales.

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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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You have to wait on hold for at least 45 minutes every call—the tech support person never knows the answer right away so they put you on 10 minute holds only to come back and say they're still looking for answers. The chat function could take days to get a response. Our "Dedicated Account Manager" never checks in or answers, nor are they ever in the office when we call. It's like they try to be as unavailable as possible until you forget why you even called in the first place. Insane.

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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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It is best to use the built-in features and recommended services for the most turn-key experience (ie. Skipjack for payment processing so that it can all be done from the Volusion backend).

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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While k-eCommerce was very glamorous to us because it integrates with our main workflow, it just didn't have some of the marketing features that are so integral to the way we do business online. The set-up costs were also way too high. Volusion is so affordable and feature heavy, it makes it very difficult for any shopping cart provider to compete. You can find others who are competitively priced and have similar features, but they simply aren't as robust (at least for the way we use it)

• 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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• Honestly, when you're in the dashboard, the UX is simply horrendous. I mean, everything that should be 1-2 clicks away is 4-6 clicks away, and each pages takes at least four seconds to load. You just find yourself wasting a lot of time waiting for things to load. This should be more simple.