SolarWinds Web Help Desk (WHD) vs. SysAid

[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.

Incentivized

SysAid is Great for IT Support. Tickets can be easily entered using the portal that has a more modern look and feel. We have also used SysAid for our Customer Service Team. Tickets can come in through email or direct access through the cloud. They no longer get lost in the shuffle. Reports can be produced for the managers to better undersand where issues are.

Incentivized

• Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
• It provides a great deal of information to both the user and tech.
• It allows us to automatically update asset information with our mobile device management system by using an extension.

Incentivized

• Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
• Ease of use and management of tickets by the IT staff.
• Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
• Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
• Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.

Incentivized

• I have been a user for over 8 years and the product continues to exceed my expectations!
• I am amazed at the fact that the users have an impact on how the product continues to evolve
• Continued efforts put forth on the security of all the SolarWinds products have been amazing

Incentivized

• [I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
• [The] dashboard could have more options when creating a new graphic.
• [The] end user portal [could offer] the ability to customize more info, like font and adding more images.

We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.

Incentivized

Because through SYSAID is how the operation of all IT is carried out and in this way the performance indicators of the services, systems, operation, trends, workloads, project control and their deviations are known; as well as the requests for changes and requirements that are requested by both users and that is where the system improvement projects are triggered, such as change controls, which by the way are audit topics.

Incentivized

It's not cloud based so users have to be on the network to submit a ticket. It doesn't plug into Google or Microsoft Azure so all inventory has to be manually entered. It seems like solar winds is allowing the product to slow fall into obsolescence

Incentivized

It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.

Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.

Incentivized

In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.

Incentivized

SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring

Incentivized

I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.

Incentivized

My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.

Incentivized

The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.

Incentivized

Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.

Incentivized

In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office

Incentivized

I used ManageEngine ServiceDesk and ServiceNow at previous jobs. SolarWinds Web Help Desk was in place when I came to this job and I was disappointed when I started using it as it has a more clunky, less intuitive interface, and lacks the features of those products. And it gets frustrating because sometimes it doesn't work right. Like I will open a ticket and click on the button to add a note and instead it will close the Notes section. So then I have to close and reopen the ticket and try again. Same with closing a ticket. I change the Status to "closed" and click on "Save" and it doesn't save. So I have to keep repeating this until it works. Also, it's lacking features like the ability to unmerge or split tickets, that I had in other products. And sometimes when users reply to tickets it creates another ticket instead of adding it to the existing ticket and then we have to merge tickets. Also, it's lacking the integration with users and assets that those other products have.

Incentivized

The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.

Incentivized

Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también

• Overall we have become more efficient using this tool and our ROI for implementing this has been great. By having a service tool that can manage inventory, tickets, as well as change management just to name a few, our company is better off in our support.
• The core business community has seen quicker responses to tickets through use of the ticketing tool. Business continuity has had less disruptions as we are better able to anticipate or respond to issues.
• Finance has been happier with our ability to do cost analysis by using the various tools in SolarWinds help desk.

Incentivized

• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

Incentivized