We performed a comparison between SolarWinds Web Help Desk and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Once installed, it runs like a charm and doesn't ever crash."
"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."
"The most valuable feature of this solution is the assets management module."
"SolarWinds is scalable as far as adding devices and servers."
"It is easy to use."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"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"A little outdated compared to newer products that include protection and detection."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."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"Change management implementation, facility management, and making reservations on assets can be improved."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"The solution's change management could be better."
SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. SolarWinds Web Help Desk is rated 7.6, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne.
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