SolarWinds Web Help Desk Competitors and Alternatives

Read reviews of SolarWinds Web Help Desk competitors and alternatives
Real User
Analysis Manager at a tech services company with 11-50 employees
Jan 17 2018

What do you think of JIRA Service Desk?

Primary Use Case Service Desk and implementing typical ITIL processes (change, incident, problem, support management, etc.). • Improvements to My Organization Allowing customized processes for our service contracts. Reporting and easy export to Excel spreadsheets, or similar. • Valuable Features Code available Emails for groups Usability  Bang for the buck (in small and mid-size organizations) • Room for Improvement SaaS version for large organizations (more than 2000 users) is not available. Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS. • Use of Solution One to three years.
Real User
IT Director at a construction company with 501-1,000 employees
Feb 20 2017

What is most valuable?

The valuable feature is seamless integration with other modules such as asset management, GRC, File/Active Directory Audit, and Event Log Analyzer (SIEM). ServiceDesk Plus is a game changer in turning IT teams from performing daily... more»

How has it helped my organization?

It has helped in centralizing, consolidating, optimizing, and improving governance and compliance requirements.

What needs improvement?

Some of the features which are currently available in the cloud version can be made available with the on-premise editions. There is also integration with chat and VOIP functionality.
Zendesk
Real User
Zendesk Specialist at a tech services company with 51-200 employees
Aug 28 2016

What is most valuable?

The ease of use and great flexibility is awesome. Also, as an agent it's the macros and the tight integration with the Help Center. As an administrator, it's more how easy it is to configure the workflows and the apps framework.

How has it helped my organization?

It has lifted our customer service! Not only can we reply faster, we are more accurate on multiple channels and we get a lot of data from the system that we can use to become even better!

What needs improvement?

There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.

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