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Web Help Desk (WHD)

Forum It's really sad to see the update cadence of their new Service Desk (SWSD) product vs. Web Help Desk. There are MONTHLY updates to that product while WHD averages one update a YEAR! :(

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It's really sad to see the update cadence of their new Service Desk (SWSD) product vs. Web Help Desk. There are MONTHLY updates to that product while WHD averages one update a YEAR! :(

cchambersCAP over 2 years ago

documentation.solarwinds.com/.../swsd_june 2021_release_notes.htm

Too bad they can't seem to find the resources to put into WHD.

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safesax2002 over 2 years ago in reply to amirb +3

I'm not sure I agree with the statement that WHD gets updates quarterly/semi-annually.

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amirb over 2 years ago

Hey cchambersCAP,

I am part of the product management team that is responsible for both WHD and SWSD, therefore I would like to share few facts about the two products:

SWSD is a SaaS based product that follows continuous deployment process, therefore, it has ~2 releases per month and all customers are automatically using the latest and greatest version.

WHD is an on-premise product that has either quarterly releases, or every 6 months, each customer can choose if to upgrade to the latest version or not.

SWSD development head count is bigger than the WHD one and therefore has more new feature velocity, however SWSD product is richer (functionality wise) than WHD and it supports more ITIL modules (see more info here), therefore its head count is spread over more areas.

Best Regards,

Amir
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safesax2002 over 2 years ago in reply to amirb

I'm not sure I agree with the statement that WHD gets updates quarterly/semi-annually.
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safesax2002 over 2 years ago in reply to amirb

I'm not sure I agree with the statement that WHD gets updates quarterly/semi-annually.
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cchambersCAP over 2 years ago in reply to safesax2002

Starting with 12.7 releases they have been better, which is good, but it's mostly been (long needed) back-of-house updates and not improvements to the functionality or any of the long requested features.
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