We performed a comparison between SolarWinds Web Help Desk and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"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."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The stability has been very good."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It's a very stable tool, very powerful."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"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"A little outdated compared to newer products that include protection and detection."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The support team is time-consuming, and they don't find the answer to our problem."
"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."
"The solution itself wasn't easy to set up."
"It needs to improve in terms of its flexibility, price, and installation."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. SolarWinds Web Help Desk is rated 7.6, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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