Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
$38
Per Month Per User
SolarWinds Web Help Desk (WHD)
Score 8.0 out of 10
N/A
SolarWinds
Web Help Desk is ticketing and IT asset management software. It is designed to
simplify help desk management. This solution includes built-in ticketing
management, asset management, change management, and knowledge base
capabilities.
N/A
Pricing
Gladly CX Platform
SolarWinds Web Help Desk (WHD)
Editions & Modules
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
No answers on this topic
Offerings
Pricing Offerings
Gladly CX Platform
SolarWinds Web Help Desk (WHD)
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
—
SolarWinds also offers Perpetual licensing starting at $1129 per technician.
More Pricing Information
Community Pulse
Gladly CX Platform
SolarWinds Web Help Desk (WHD)
Features
Gladly CX Platform
SolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Gladly CX Platform
8.0
Ratings
0% below category average
SolarWinds Web Help Desk (WHD)
9.8
Ratings
20% above category average
Organize and prioritize service tickets
5.00 Ratings
9.80 Ratings
Expert directory
10.00 Ratings
10.00 Ratings
ITSM collaboration and documentation
10.00 Ratings
9.00 Ratings
Ticket creation and submission
10.00 Ratings
9.90 Ratings
Ticket response
5.00 Ratings
9.90 Ratings
Subscription-based notifications
00 Ratings
9.80 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gladly CX Platform
10.0
Ratings
24% above category average
SolarWinds Web Help Desk (WHD)
9.4
Ratings
18% above category average
External knowledge base
10.00 Ratings
9.40 Ratings
Internal knowledge base
10.00 Ratings
9.40 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee
[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.
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.
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
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.
Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better
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
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
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
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.
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.
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.
