SolarWinds Web Help Desk Software


 

SolarWinds Web Help Desk is a cloud-based ticketing and asset management solution that gives businesses tools for service management from request to resolution. Web Help Desk assists businesses in the following key areas of support including ticketing management, asset management, change management, knowledge management, incident management and service management.

The solution offers tools for ticket creation, assignment, routing and escalation. Users can automate the discovery of software and hardware assets and manage asset assignments, history and associated service requests.

Web Help Desk enables users to utilize a configurable workflow engine to help ensure that change management policies and procedures are adhered to. Users can also leverage a built-in knowledge base for creating FAQs and KB articles to assist help desk teams and promote end-user self-service.

Web Help Desk is able to associate unlimited incident tickets with problem tickets for quick reference. Users can track ticket status, technician performance and customer support needs to help ensure that SLAs are met with built-in reports, dashboards and alerting.

 

Web Help Desk - Dashboard
 
  • Web Help Desk - Dashboard
    Dashboard
  • Web Help Desk - Asset management
    Asset management
  • Web Help Desk - Change management
    Change management
  • Web Help Desk - Incident management
    Incident management
  • Web Help Desk - IT help desk
    IT help desk
  • Web Help Desk - Knowledge base
    Knowledge base
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

66 Reviews of Web Help Desk

 

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Software Advice Reviews (4)
More Reviews (62)

Showing 1-4 of 4

Andy from Vivint
Specialty: Consulting
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2017

July 2017

Awesome but dated

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy navigation and easy access to information, reports, as well has monitoring solutions built in.

Cons

Solarwinds lacks updates, and feature improvements, I have used this product for 3 years and have yet to see any big changes. Very dated.

 
 

Steve from Vivint
Specialty: Consulting
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2017

July 2017

Robust System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

There is no limit to the customization, this software is easy to use, setup and manage. Currently using with over 500+ employees.

Cons

Price, and the interface is dated. Using this on mobile devices is very hard, needs some better application development for the price.

 
 

Jeremy from The Falls Event Center
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Solar winds does it again - Web Help Desk command center, this software is amazing and easy to use.

Cons

The main con of this program is the look and feel of the user interface, when dealing with desktop guys it is best to have a "awesome" look and feel, make the geek feel cool!

 
 

norma from Teledyne Optech, Inc.
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

My company uses the Web Help Desk to track their clients' issues with their aerial surveying systems. I'm an organization freak. This program provides a great way to organize each client & their issues. It is easy to use & didn't take too long to understand how to work in the program. The type of statistics we require are not available through this program.

Pros

easy to use, organization

Cons

will not email to google group accounts, could provide more types of statistics

 
 
 
Showing 1-20 of 62

Rodney from NetComm Wireless
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

Very cheap system, but not ITIL compliant

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Platform was installed upon my arrival into the company. As we improve the Services teams and tools we need to also obtain a ITIL solution, which WHD currently does not provide - especially around the company specific SLA report function. I was hoping to have the tool upgraded (offered to pay for this several times) but no responses from Solarwinds Sales or Marketing.

Pros

Cheap fees compared to other similar product platforms, easy to use for a variety of tasks that work.

Cons

SLAs - can be introduced but only globally (not per contract/customer) and not able to report on as only appearing in the history section when added (respond, restore, resolve). Asked support and was instructed this platform was not able to currently:
1. set up separate SLAs per contract/customer,
2. not able to get information out for reporting.
Also asked to cut and paste (keeping format) instead of adding attachments out of order which makes it much easier to follow instructions or details from our customers.
Feature Requests raised for these issues without result.
Taken this platform is not aimed at multi-nationals. Will be difficult to stay on this platform as automation of reporting per customer SLAs can not be done, taking too much effort to manually achieve.

Source: Capterra
 

Chris from Cork Medical
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Very robust on prem software.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Prioritization and organization for a single Help Desk user to control a 100+ user environment.

Pros

Complete control of all customization for you environment. You also have the ability to configure email ticket so you do not have to rely on VPN connections to submit tickets. We all know how reliable VPN's can be. For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

Cons

I think that for the upfront cost of the software and the amount that you pay for yearly support and updates that the seat count should at least start at two people instead of just one. This is a setback with the upfront cost.

Source: Capterra
 

Chris from Cork Medical
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Very Robust!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Prioritization of IT issues. Helps me keep the important things ahead of the can get to later issues.

Pros

A lot of customization! This software is applicable in any environment. I have used it at to different mid sized companies. One 100+ users and the other 150+ users.

Cons

The cost to add an extra seat. It should come with 2-3 with the initial purchase. I also re-upped the support thinking that I would have some updates and the only thing that I received was another year of support. So, no changes to software or added features.

Source: Capterra
 

Michael from Smartbridge
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Effective but interface is dated

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

Cons

The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

Source: Capterra
 

Curtis from Red Rock BHS

May 2017

May 2017

Web Help Desk has worked better than the past ticketing system we have. It does what we at this time

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very easy to users to respond and create tickets. When users create tickets through the website it will list their IP Address of the computer they are using. You can set up a status on a ticket for waiting for a response. After the criteria of your choosing will send users email and after the criteria are met it will auto close the ticket. You can also use multi-approval chain works great. If you have sign off of more than 1 person will generate an email to one and if they approve sends to the other. If any deny in the chain will stop the process. You can also respond to tickets through email which goes directly to the user without having to log into the system.

Cons

There is no true purchase order. It's more like a tracking of POs you already have done in another system. IF you want to use then it has to add make and model. Sometimes when clicking a field it will randomly close and you have to back out the ticket and go back in. When ordering licenses the admin uses up a license. When searching tickets can only search by the last name. If you have assets linked to a user you have to set up manually for each user. The mobile app hasn't been updated for users, so do not use. If you want embedded documents or pictures in the PAQs have to use BBCODE, which if are a busy helpdesk won't have time to create.

Source: Capterra
 

Muhammad from ACWA Power Barka
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Its great Product and may change ITSM to the next level

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ITSM made easy.

Pros

Self Service and Asset Management made easy and even for those users who are new to computers. Frequently Asked Questions area is more Powerful and can be further customized.

Cons

Change Management needs improvement and separate Ticket Prefix shall be supported. For example, Change Management requests may start using RFC0001, Incidents may start INC0001 and Normal Support Tickets may start from SR00001 etc.. There should be provision to display .jpg or .gif files in the browser instead of attachments.

Source: Capterra
 

Melanie from North Olmsted School District
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

Very easy to setup

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The price point is low which enables it feasable to K-12 education. This also is very seamless to setup and customer support is great.

Pros

We love how easy it is to use for us and our staff. It is easy to keep track of reporting and to look up responses and past tickets.

Cons

Asset Management is not the easiest to add assets into. Longer process to add them in individually.

Source: Capterra
 

Matthew from JMC
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Very nice and easy program

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

At a quick glance I can get all the info I need.

Pros

Very easy to navigate and easy access to information and I need and monitor. As in Web application performance application up time and down time.

Cons

The main reason I gave it a 3 star on the Ease of Use was beacues I had a little trouble installing and setup. But once it done every thing was easy. I think my main problem was with my Virtual Environment not the software itself.

Source: Capterra
 

Carsten from 3DISC Americas, inc
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Very good experience setting up a system from scratch, from sales to Customer Service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Better customer service

Pros

Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

Cons

The report module and the part and billing feature is weak.
Generating reports is not that intuitive and there is things that you cant get an report on.
Parts and billing, missing pricing features and invoice / packing list options.
Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

Source: Capterra
 

Paula from VICTORY TEAM
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

This has worked well for our company, and best advantage has been prompt and good tech support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It has changed our whole HELPDESK process and streamlined for the company.

Pros

Customer support and tech support from Solarwinds has been quick and efficient. We have had minimal trouble from our users since implemented.

Cons

There are still some features we would like that I have asked about but been told currently these are not available ie: Case #1147377 - "Ticket Custom Fields"

Source: Capterra
 

Chad from SEH America

May 2017

May 2017

Excellent once fully Configured. Quick and easy ticket submissions.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Some pros to this is that it syncs with your active directory and other solarwinds products. Allowing users to create tickets using their AD credentials instead of having to create individual accounts. The Ticket tracking is also very nice and clean.

Cons

The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either.

Source: Capterra
 

Brian from Neighbors Health

May 2017

May 2017

Hasn't been too pleasant but I've dealt with worse.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Ease of use for clients.

Cons

Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it.

Source: Capterra
 

Russell from CRTG
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Basic Helpdesk that needs a lot of work to be brought up to industry standards

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Full ticketing system for the last 12 years.

Pros

Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed.

Cons

Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious.

Source: Capterra
 

Ross from Aberdeen Public Schools
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Has the features we need to make our support experience painless for our end users.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Time savings, and a good handle on what opportunities we have in our organization.

Pros

The ease of use is what has sold me. I was able to customize the experience to my liking without to much effort. We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day. From the techs to the staff, it has been a great tool that has eliminated a lot of time waste that we used to have.

Cons

Probably the biggest con that I would have is that there isn't a remote desktop client built in. Of course we are in an education environment, and cost is always an issue. We'd love to have the integration without the additional cost, but I realize that's not always an option.

Source: Capterra
 

Dustin from Human Kinetics
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

Excellent setup and function. Provides a great and easy interface for clients and techs.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen.

Pros

The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system.

Cons

It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted.

Source: Capterra
 

Matthew from Nixon Medical
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

Confusing at first but getting the hang of it

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Seeing the overall network in one location. Being able to manage help desk tickets. Trying to implement a inventory list still not getting that to work.

Pros

I love the ability to build custom maps of the overall network. This allows frequent checkups on how the system's are running. Ticketing systems are easily used except input users selecting the correct assigned IT personnel.

Cons

Very big learning curve and way to many different systems that need their own installation instead of a (add on) to the main solarwind program. Still learning about network discovery and even with the help videos, there are still things not working properly yet.

Source: Capterra
 

Jeffrey from LA BioMed

May 2017

May 2017

I'm a daily user of the system and have not had any major issues.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization.

Cons

I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization.

Source: Capterra
 

David from Bird Stairs
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

A helpdesk product that integrates with Solar Winds? Yes, please!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Help Desk ticket database with asset inventory

Pros

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events.

Cons

The assets aren't cleanly entered into the system from Solar Winds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices.

Source: Capterra
 

Jose from LABioMed
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

Easy to use, but search functions are terrible.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Its simple to use and easy yo navigate...

Pros

The software is easy to use and navigate... There are many mediums of data collection that can be create and customized.

Cons

Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that.

Source: Capterra
 

Darren from Rosecrance
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

We have recently moved to Web Help Desk from a BMC solution. Support has been very helpful.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

cost effective solution

Pros

The effectiveness is in the simplicity. We can address our needs without an overly complicated amount of steps, yet have enough flexibility to shape the tool to our needs. Every question we have had has been answered quickly and to the point. Tech Support has been responsive and helpful.

Source: Capterra
 
 
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