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):
Mac OS, Web browser (OS agnostic), Windows 10

93 Reviews of Web Help Desk

 

Start your review of Web Help Desk

Click to start
https://www.softwareadvice.com/help-desk/solarwinds-web-help-desk-review/
Software Advice Reviews (5)
More Reviews (88)

Showing 1-5 of 5

Francis from LA County Counsel
Specialty: Other
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

Solarwinds Web Help Desk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

A lightweight combination of help desk and asset management features, SolarWinds Web Help Desk lacks a few features that larger organizations will need, but makes up for it with an easy-to-use user interface. Costwise, it is not very expensive.
Other compeititors such as LANDesk, Track It! are more robust and has more features out of the box. Pricewise, it is a lot cheaper.

Pros

Customers can get up & running in less than four hours. Navigating is easy, with large buttons and text. Scheduling reports is easy and shows a history. It is a web-hosted solution with support.

Cons

It does not track installed licenses. Depreciation is not built in. The application is lack of robust and not very customizable out of the box.

Review Source
 
 

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 Technology
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 88

Benjamin from FedEx Services
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2018

December 2018

Ticketing tool for everday

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, ability to assign and monitor ticketing system, great for small to midsize businesses

Cons

Compared to other help desk applications out there this one seems to be low on my list

Review Source: Capterra
 


December 2018

December 2018

Good ticket system for ICT department

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

Web Help Desk is a modern solution for ticket based system. Modern UI and great reports.

Cons

The mobile interface is not keeping up with iOS development.

Review Source: Capterra
 

Oliver Elijah from MD Grand Rounds
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

With SolarWinds we can create granular reports to address problem areas.

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

SolarWinds has the ability to update files automatically with the mobile device management system. It also allows us to generate granular reports to address problematic areas. In addition SolarWinds Web Help Desk performs a good management of hardware assets.

Pros

SolarWinds generates a positive impact thanks to cost reduction. It works perfectly in the IT support department. With SolarWinds we managed to automatically update the asset with our mobile device management system through an extension. In addition SolarWinds allows us to create granular reports to address problem areas fairly quickly. SolarWinds Web Help Desk performs an excellent job of information management of hardware assets. I believe that the Web Help Desk would be suitable for technical users or for people who require a large amount of personalization without many details.

Cons

SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product.

Review Source: Capterra
 

Ryan from Igloo Books
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Slow, buggy and an intense memory leak

Ease-of-use

Functionality

Product Quality

Value for Money

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

We are using it to manage tickets across multiple sites.

Pros

The layout is simple so it can be picked up easily without much in the way of training and it's cheap.

Cons

Not sure where to begin.

- It's slow
- It's tremendously buggy. Parts of the page just disappear while inside a ticket, the onhover sometimes brings up completely unrelated content.
- There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable.
- It severely lacks in functionality that other help desk systems provide
- The UX is atrocious - e.g. if you want to perform a bulk action you'll need to scroll down to the bottom of the ticket list after selecting tickets before choosing the bulk action from a single drop-down menu. Just pray that while you're scrolling the tickets don't refresh because otherwise you'll need to find the tickets to select all over again.

Review Source: Capterra
 

Austin from Government
Number of employees: 1 employee Employees number: 1 employee

December 2018

December 2018

Okay HelpDesk!

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

Very easy to use, okay customer support, not the best I would maybe suggest this to other people, but love the ui.

Pros

I like the ui it's very clean, and very easy to find what your looking for in the software

Cons

Tbh there nothing I did not like, I mean if they can have better customer service yes that would get all stars other then that it great

Review Source: Capterra
 

Michael from School of Visual Arts
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

WHD: Frustratingly Adequate

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

We're still using the product, but to be honest the system gets way too complicated to the point where you have to go back and change multiple settings to get the desired outcome.

We've also had numerous issues with our database migration into WHD and how WHD chooses to e-mail users. We had to come up with a cumbersome process to remove secondary e-mail addresses just to get in contact with the end-user. We've requested features to assist us, but Solarwinds has yet to provide them.

For now, the product works, but I'm not sure how long we will remain customers.

Pros

The breadth of features available with customization.

Cons

The range of features available is honestly too many.

Review Source: Capterra
 

Rudy from Jackson Hospital and Clinic
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Great option for help desk 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

as usual for the folks over at solarwinds they have a great product that shows they understand what IT departments today need in order to be efficient

Pros

a rich full-featured help desk software that integrates nicely with alot of solarwinds many awesome programs.

Cons

It can be complicated to setup for a large organization if they require a bunch of customizations.

Review Source: Capterra
 


October 2018

October 2018

Great Ticketing System

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

Their customer service is very quick and responsive, it is a very easy to use application and most importantly, helpful!

Pros

This software is pretty easy to use as a ticketing system. It provides parent-child ticket relationships that help you keep track of all tasks per department.

Cons

The minor thing that limits a user to get the full benefit of the software is that currently we are unable to assign checklists to particular child tickets.

Review Source: Capterra
 

Melvin from Engineer
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Easy Help Desk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Great way to keep track of IT issues and provide customer support.

Cons

Hard to use for beginners since there's a steep learning curve.

Review Source: Capterra
 

Anton from Toronto Transit Commission (TTC)
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

A must when customers are your priority.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The ticketing system, makes all inqueries and tickets manageble, trackable and easy to access. Creates a more unified work flow for

Cons

It's overwhelming at first. The amount of information immediately available makes it difficult to grasp all at once. Eventually processes start flowing and it all comes together.

Review Source: Capterra
 


October 2018

October 2018

Web Help Desk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

The software package was easy to setupo and configure.

Pros

No on premise hardware needed. User friendly and intuitive

Cons

None noted. I have not found any issues with this software.

Review Source: Capterra
 

Marc from Tech Available, Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

web help desk itsm

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

this helps with project control as well as user support. it helps us keep tabs on everything.

Pros

we use this product for trouble tickets as well as change management. once users adapted to the process it provided clarity to who truly owned a project and allowed the approval process to be streamlined

Cons

the cost for user licenses wasn't cheap. some customization options are not as clear as they could be. It took a while to find the features we wanted.

Review Source: Capterra
 

Jerry from Appvion
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

I'm an IT Analyst who uses the software to service support requests.

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

Greater level of detail included in helpdesk tickets. Ability for end users to enter their own helpdesk tickets without going through our offshore helpdesk team.

Pros

The level of detail available for users to include when entering tickets. Though I don't have much experience on the administrative side of the software, it seems to be pretty flexible and robust in terms of configuration and customization.

Cons

Lack of integration with other services, including other SolarWinds applications such as Alert Central.

Review Source: Capterra
 

Jamie from GVChristian

July 2018

July 2018

Pretty simple helpdesk software if you are not looking to have many features

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

Easy to use, not much to it if you want something easy. Interface is easy to use and get around right off the bat so you don't waste time trying to figure things out.

Cons

Not enough features to really be able to manage a large scale network. I used it with Activity Monitor and it seems like they need to focus a little more on the functionality on their software.

Review Source: Capterra
 

Phil from Tele-Data Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Very easy to set up, while also providing a easy way to connect customers and staff

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

Ease of communication with customers

Pros

I love the ease of setup and the ease of control. I am able to maneuver the program with little to no error

Cons

The slower loading times and the fact that these times take a longer portion out of the customers day

Review Source: Capterra
 

Jesse from Tapestry Technologies

June 2018

June 2018

Easy to use after you get 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
Pros

At first, it can be a little difficult to use Solarwinds Web Help Desk. But after you give it some time, it becomes pretty easy to use. It is fairly customizable and decently fast as well.

Cons

It has a bit of a learning curve. The user interface isn't extremely pleasing to the eye. It would be nice if it had a built in chat option, or the ability to directly contact the customer through the tickets and log the conversation for future reference.

Review Source: Capterra
 

Derek from Pequea Valley

June 2018

June 2018

Best Ticketing system

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's great how this software can not only be used for tickets but for parts and inventory too. One other big feature is that you can create FAQ's from within your tickets

Cons

The biggest downfall is sometimes the support is not always the greatest and it does not intergrate with Jamf software very well.

Review Source: Capterra
 

Ryan from Tapestry Technologies

May 2018

May 2018

Good Central Management System

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

Good Ticketing/Asset Management Solution

Pros

I like that WHD is very straightforward to use and is very stable. It integrates with Single Sign On with Windows.

Cons

Some UI querks are annoying especially navigating in assets. Sometimes when clicking back, you don't get back to where you really want to be.

Review Source: Capterra
 

Italo from Citibank

March 2018

March 2018

Very robust software for the administration of the functions of a Helpdesk

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

In general, it is a very good tool for controlling tickets, SLA and tracking the operation.

Pros

It is a very intuitive and easy to use application, both for technical staff and users when creating tickets.
The graphical interface is very friendly.

Cons

Some configurations are a bit complicated, as is working with a parent ticket.
Web use sometimes gets a bit slow, but it can be because of the connection

Review Source: Capterra
 


March 2018

March 2018

Easy To Setup and Train End Users to Use

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

Has tons of features and functionality AND it is easy to setup and utilize all of them. From start to full web help desk completion, it took roughly two weeks (not day to day) and it was fully setup and being used by all company staff to submit tickets, approve tickets, and for tech staff to reply and resolve tickets.

Cons

Depending on how many techs you want to utilize the Web Help Desk it can become pricey. We only had 5-7 techs at any given time so the cost was not that bad.

Review Source: Capterra
 
 
Write a Review