We performed a comparison between SolarWinds Web Help Desk and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."SolarWinds is scalable as far as adding devices and servers."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
"The initial setup is simple and straightforward."
"The stability has been very good."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It's very convenient to use."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
"The price of the solution should be reduced."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The support team is time-consuming, and they don't find the answer to our problem."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"It needs to improve in terms of its flexibility, price, and installation."
SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. SolarWinds Web Help Desk is rated 7.6, while Zendesk is rated 8.2. The top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our SolarWinds Web Help Desk vs. Zendesk report.
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