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SolarWinds Web Help Desk vs Zendesk Guide comparison

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SolarWinds Web Help Desk vs. Zendesk Guide
May 2022
Find out what your peers are saying about SolarWinds Web Help Desk vs. Zendesk Guide and other solutions. Updated: May 2022.
609,272 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""It is easy to use."

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"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""The product offers very good management. It has a great ability to assign tickets based on content.""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.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""The stability has been very good.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""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."

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"A little outdated compared to newer products that include protection and detection.""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

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"The dashboard could be better.""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.""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.""It wasn't easy to set up so we're only using a third of all of the features,""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""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."

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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."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

  • "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."
  • "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."
  • More Zendesk Guide Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:SolarWinds is scalable as far as adding devices and servers.
    Top Answer:When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable. The licensing fees are fine.
    Top Answer:They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive… more »
    Top Answer:The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.
    Top Answer:The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium. There needs to be better… more »
    Ranking
    30th
    out of 56 in Help Desk Software
    Views
    1,116
    Comparisons
    852
    Reviews
    2
    Average Words per Review
    590
    Rating
    6.5
    10th
    out of 56 in Help Desk Software
    Views
    3,481
    Comparisons
    2,765
    Reviews
    7
    Average Words per Review
    1,022
    Rating
    7.3
    Comparisons
    Learn More
    Overview

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

    1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
    2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
    3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
    4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
    5. 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.
    6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    Offer
    Learn more about SolarWinds Web Help Desk
    Learn more about Zendesk Guide
    Sample Customers
    Instacart
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider11%
    Government8%
    Manufacturing Company5%
    REVIEWERS
    Computer Software Company24%
    Construction Company12%
    Financial Services Firm12%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Comms Service Provider18%
    Government7%
    Healthcare Company4%
    Company Size
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    REVIEWERS
    Small Business42%
    Midsize Enterprise35%
    Large Enterprise23%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise19%
    Large Enterprise54%
    Buyer's Guide
    SolarWinds Web Help Desk vs. Zendesk Guide
    May 2022
    Find out what your peers are saying about SolarWinds Web Help Desk vs. Zendesk Guide and other solutions. Updated: May 2022.
    609,272 professionals have used our research since 2012.

    SolarWinds Web Help Desk is ranked 30th in Help Desk Software with 3 reviews while Zendesk Guide is ranked 10th in Help Desk Software with 7 reviews. SolarWinds Web Help Desk is rated 6.4, while Zendesk Guide is rated 7.2. 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 Guide writes "Good SLA options and reporting features but is not easy to set up". SolarWinds Web Help Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, Freshservice and N-able MSP Manager, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshdesk and Salesforce Service Cloud. See our SolarWinds Web Help Desk vs. Zendesk Guide report.

    See our list of best Help Desk Software vendors.

    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.