SolarWinds Web Help Desk vs Zendesk comparison

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SolarWinds Web Help Desk

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Executive Summary

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.

To learn more, read our detailed SolarWinds Web Help Desk vs. Zendesk Report (Updated: October 2024).

SolarWinds Web Help Desk vs. Zendesk

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Helped 815,854 peers since 2012

Categories and Ranking

SolarWinds Web Help Desk

Ranking in Help Desk Software

16th

Average Rating

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

11th

Average Rating

8.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of SolarWinds Web Help Desk is 1.0%, up from 1.0% compared to the previous year. The mindshare of Zendesk is 4.2%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

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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Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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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

"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."

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

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

"It is easy to use."

"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."

"SolarWinds is scalable as far as adding devices and servers."

"The product offers very good management. It has a great ability to assign tickets based on content."

"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."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"It is a scalable solution."

"The stability has been very good."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"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."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

More Zendesk pros

Cons

"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."

"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."

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

"The dashboard could be better."

"It needs to improve in terms of its flexibility, price, and installation."

"The support team is time-consuming, and they don't find the answer to our problem."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

More Zendesk cons

Pricing and Cost Advice

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

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

"The price is very competitive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"From what I hear, Zendesk's pricing is a little 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

22%

Educational Organization

10%

Financial Services Firm

Manufacturing Company

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 ...

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

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...

What do you like most about Zendesk Support?

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 ...

What is your experience regarding pricing and costs for Zendesk Support?

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

What needs improvement with Zendesk Support?

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...

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Product Reports

Help Desk Software

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

SolarWinds

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.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Instacart

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

SolarWinds Web Help Desk vs. Zendesk