Organizations with large and complex business processes have to resolve several end-user issues daily, which can be challenging. Using popular help desk solutions such as SolarWinds® Web Help Desk® and SysAid help desks allow companies to simplify, manage, and deliver support services better. These tools use artificial intelligence and machine learning capabilities to help organizations automate their workflows and ticket management tasks. Both solutions offer multiple help desk engagement methods like live chat and centralized knowledge base to streamline service delivery and expedite ticket resolution. However, before investing in these solutions, it’s crucial to understand their features, functionalities, and advantages. To help IT teams make an informed decision, we’ve done a comparative analysis of the two most popular ITSM solutions, SysAid, and Web Help Desk.
SysAid
SysAid is a multi-layered cloud and on-premises ITSM solution. It not only helps organizations in automating IT tasks and workflows but also provides built-in remote control features. Its service desk automation, automatic routing, and escalation capabilities enable IT teams to reduce ticket resolution times up to a great extent. With SysAid’s 360° service management feature, support teams can log incidents, enhance the efficiency of individual employees, improve end-user experience, and the increase overall effectiveness of the service desk. Besides, SysAid offers reports, dashboards, and KPIs to understand the organization’s IT performance and make better decisions quickly. The tool is highly scalable, cost-effective, and time-saving. It’s ideal for organizations looking for a help desk solution along with asset management, change management, business intelligence, and analytical capabilities.
The tool offers crucial features such as:
- Ticket management
- Self-service portal
- Knowledge base
- Remote control
Web Help Desk
SolarWinds Web Help Desk is a simple and affordable on-premises help desk solution. It’s designed to simplify IT help desk processes from ticket creation to their resolution. Its automated ticketing management with rule-based routing, real-time tracking, escalation, and alerts make Web Help Desk an ideal choice for organizations seeking a robust and efficient tool for end-user support. It allows IT teams to track incident tickets and resolve them in real time to help ensure quick service delivery. With this tool, teams can streamline the entire ticketing process by transforming a massive number of request emails into help desk tickets using IMAP, POP, and Exchange protocols. In addition, the Web Help Desk offers IT asset management to track hardware and software assets, a centralized knowledge base to help end-users get the answers to simple queries, and reporting to measure SLAs.
SysAid vs. Web Help Desk
Outlined below is a brief comparison of both ITSM tools.
- Ticket Management: Although both tools offer a unified system for ticket management tasks, Web Help Desk is more focused on ticket organization and resolution. It automates various tasks, enables ticket prioritization, provides built-in tracking and reporting features, and quick escalation capabilities for faster resolution. Using this tool, IT teams can categorize each support ticket based on the urgency, track and monitor ticket statuses, and keep end users informed. SysAid is also a powerful ITSM tool and includes ticket automation, retrieval, and visualization capabilities. Features like the grouping of related tickets for faster resolution and intuitive end-user experience make Web Help Desk an ideal solution for ticket management.
- Documentation: Product documentation defines the purpose of the product. It helps keep track of application aspects, updates, and releases, so the quality of the product can be maintained and improved over time. The main focus of product documentation is to provide information about the product to developers and end users. Both SysAid and SolarWinds Web Help Desk offer product documentation updated with the right product information, making it easier for the non-tech end users to search relevant information directly without submitting a ticket.
- End-User Support: End-user service is a crucial component of any ITSM solution, which is often overlooked. Both SysAid and Web Help Desk offer valuable, reliable, and quick support services to guide users about help desk installation and implementation throughout the process. With 24/7 support, online communications with experts, and reliable training webinars, both tools not only streamline the support but also help increase customer satisfaction levels. SolarWinds Web Help Desk offers a wider array of informational documents online to support end users. Moreover, the Web Help Desk tool offers multiple language support, whereas SysAid provides only one additional language to support globally-located users.
Conclusion
IT troubleshooting can consume the majority of employee’s time and efficiency. Having an ITSM solution in place is important as it helps maintain a healthy digital environment. We find SolarWinds Web Help Desk apt for companies looking for an affordable ITSM solution to address end-user issues quickly. It offers concrete features and service level agreements to help ensure a seamless end-user experience. Moreover, it offers Dameware® integration, Remote Support and a Mini Remote Control to access end user’s desktops remotely and resolve issues faster. SolarWinds offers an on-premises and cloud-based help desk solution to help ensure uninterrupted services are delivered to the end users without delay. Organizations can use a 14-day free trial of Web Help Desk to understand its functionalities, features, and how it handles and escalates tickets.
*As of October 2020