Hornbill Systems Supportworks vs SolarWinds Web Help Desk comparison

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Executive Summary

We performed a comparison between Hornbill Systems Supportworks and SolarWinds Web Help Desk based on real PeerSpot user reviews.

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To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Anonymous User
Dr. SureshHungenahally
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

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"The most valuable feature of this solution is the assets management module.""It is easy to use.""SolarWinds is scalable as far as adding devices and servers.""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.""Once installed, it runs like a charm and doesn't ever crash."

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Cons
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

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"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 To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).""A little outdated compared to newer products that include protection and detection.""This solution needs to have mobile application support added.""The interface feels clunky to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.""It would be good if there were training and tutorial videos on the Web Help Desk."

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Pricing and Cost Advice
  • "Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
  • "They charge by the technician. It costs $117 per technician per year."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

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    Top Answer:Once installed, it runs like a charm and doesn't ever crash.
    Top Answer:It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.
    Ranking
    35th
    out of 59 in Help Desk Software
    Views
    174
    Comparisons
    135
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    17th
    out of 59 in Help Desk Software
    Views
    1,003
    Comparisons
    505
    Reviews
    1
    Average Words per Review
    254
    Rating
    10.0
    Comparisons
    Also Known As
    Supportworks
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    Overview
    Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

    SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

    1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
    2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
    3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
    4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
    5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
    6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
    Sample Customers
    Aylesbury Vale District Council
    Instacart
    Top Industries
    No Data Available
    VISITORS READING REVIEWS
    Educational Organization71%
    Computer Software Company4%
    Government3%
    University3%
    Company Size
    No Data Available
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise72%
    Large Enterprise18%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Hornbill Systems Supportworks is ranked 35th in Help Desk Software while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. Hornbill Systems Supportworks is rated 7.0, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Hornbill Systems Supportworks is most compared with ServiceNow, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.

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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.