SolarWinds Web Help Desk vs Splunk On-Call comparison

The compared SolarWinds and Splunk solutions aren't in the same category. SolarWinds is ranked #16 in HDS , with an average rating of 9.0, and holds a 1.0% mindshare in the category. Splunk is ranked #8 in IMS , with an average rating of 9.0, and holds a 9.8% mindshare. Additionally, 85% of SolarWinds users are willing to recommend the solution, compared to 81% of Splunk users who would recommend it.

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

733 Views
362 Comparison Views

85% willing to recommend

Splunk On-Call

Read 10 Splunk On-Call reviews

781 Views
664 Comparison Views

81% willing to recommend

SolarWinds Web Help Desk

Splunk On-Call

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SolarWinds Web Help Desk and Splunk On-Call based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: October 2024).

Buyer's Guide

Help Desk Software

October 2024

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Helped 815,854 peers since 2012

Categories and Ranking

SolarWinds Web Help Desk

Average Rating

7.6

Number of Reviews

Ranking in other categories

Help Desk Software (16th)

Splunk On-Call

Average Rating

8.6

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (8th)

Mindshare comparison

SolarWinds Web Help Desk and Splunk On-Call aren’t in the same category and serve different purposes. SolarWinds Web Help Desk is designed for Help Desk Software and holds a mindshare of 1.0%, up 1.0% compared to last year.
Splunk On-Call, on the other hand, focuses on IT Alerting and Incident Management, holds 9.8% mindshare, down 10.4% since last year.

Help Desk Software

IT Alerting and Incident Management

Featured Reviews

Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Jun 3, 2024

Supports case and incident reporting with responsive support

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the IT department. With this system, we can track issues, generate reports, collect feedback, and conduct…

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Wojtek Witowski

Product Owner at Danske Bank

Jan 30, 2023

Allows us to create flexible schedules for on-call rotations

For alerts, we could choose to get a text message, app notification, or a phone call. The phone calls were very unusable, because it just read a bunch of numbers, like an ID of the alert. If there was a way to customize the phone call message, that would be great. Later, we would try to read the message, but it wasn't great at reading that. They had some sort of internal chat functionality where if we got an alert, we could write to somebody else and ask them for help, but that was super cumbersome. There could be improvements with communicating an incident or alert. Imagine you call the help desk and you say that your computer is broken and then they say, "Actually, the internet is broken, so let us forward your alerts to the network people." And the network people say, "Actually, the electricity is the problem, so let us forward it to the electricity people." Basically, you could send the alert between the support teams inside the company.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It is easy to use."

"Once installed, it runs like a charm and doesn't ever crash."

"The most valuable feature of this solution is the assets management module."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"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."

"The most valuable feature of the solution is helpdesk escalation."

"Transmogrifier and automatic solution report gives me a report with the solution and the way to solve issues when an error occurred."

"VictorOps has been good enough for us and it's effective for our needs in case of an on-call escalation process."

"The alert calling feature is the best because notifications are delivered via phone messages."

"The flexible schedule is the most valuable feature. It was very easy to set out a rotation."

Cons

"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."

"This solution needs to have mobile application support added."

"A little outdated compared to newer products that include protection and detection."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"Should have more YouTube webinars."

"There could be improvements with communicating an incident or alert."

"The solution can be improved by including a wider list of permissions."

"At that stage, all our needs are fulfilled, but at the beginning, we had some feature requests and they were deployed during their roadmap."

"The third-party configuration tool could be easier to use."

Pricing and Cost Advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

"The price of the solution could be less expensive."

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815,854 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

79%

Retailer

University

Computer Software Company

27%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What needs improvement with SolarWinds Web Help Desk?

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...

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What is your primary use case for SolarWinds Web Help Desk?

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What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

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What do you like most about VictorOps?

The flexible schedule is the most valuable feature. It was very easy to set out a rotation.

See all answers

What needs improvement with VictorOps?

See all answers

What is your primary use case for VictorOps?

We used it for on-call rotations. We used it to send alerts for monitoring. We also used it for escalation, so when we actually had an issue, it would find out who to call and call that person. It'...

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Comparisons

ServiceNow vs SolarWinds Web Help Desk

Compared 44% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 30% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 26% of the time

More SolarWinds Web Help Desk Competitors

Opsgenie vs Splunk On-Call

Compared 32% of the time

PagerDuty Operations Cloud vs Splunk On-Call

Compared 31% of the time

New Relic vs Splunk On-Call

Compared 27% of the time

Everbridge IT Alerting vs Splunk On-Call

Compared 11% of the time

More Splunk On-Call Competitors

Product Reports

Buyer's Guide

Help Desk Software

October 2024

Download SolarWinds Web Help Desk product report

Buyer's Guide

Splunk On-Call

October 2024

Download Splunk On-Call product report

Also Known As

No data available

VictorOps

Learn More

SolarWinds

Splunk

Overview

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

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
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.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

Make expensive service outages a thing of the past. Remediate issues faster, reduce on-call burnout and keep your services up and running.
Identify the person with the right experience and expertise to work on any incident. Plus, streamline on-call schedules and escalations.

Sample Customers

Instacart

NVIDIA, Cisco, NBC, Rackspace, Intuit, DirectTV, NASCAR, Arrow Electronics, Alliance Health, NetApp, Edmunds, New York Times, Return Path, Sony Playstation, CA Technologies, Sphero, Symantic, HBO, Weatherford, Blackboard, Epic Games

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: October 2024.

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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.