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.



96 Reviews of Web Help Desk

Overall rating

4.11 / 5 stars

Filters:

Showing 1 - 20 of 96 reviews

January 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

January 2019

Review of SolarWinds Web Help Desk

Pros

This service is very useful when setup correctly. I am using this service's built in inventory system at one of my jobs currently and it makes it a lot easier to keep track of the equipment that my department manages.

Cons

The only complaint that I have is that the ticketing system of this service is a little difficult to navigate.

January 2019

Trang from Kingsmen Vietnam

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

January 2019

A great service management tool for your business

Pros

The Web help desk can be used by technicians and clients. The clients use it to submit a ticket and the technicians will provide an answer or solution to the clients. I think this tool is good for use in the company. The staff members can use it to report about their IT problems or request for assets that they need for their job.

Cons

It's a paid tool so you need to pay for it.

January 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

2 of 5

Functionality

3 of 5

January 2019

Web Help Desk: Great when it works.

Easy to deploy on a vm. Old clunky software with no real promise of a future since Solarwinds bought them. Was a good product at one time, but look for someone else at this point.

Pros

Great Mac integrations. Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice. Wish more low cost helpdesks would have these features in them.

Cons

There are long standing bugs in the software. Solarwinds has been less than helpful in fixing them. They axed the VM template because they didn't want to rework it to be secure. The interface is dated and their "redesign" was a fresh coat of paint over a mess of a program.

December 2018

Nora from Prestolite Electric Incorporated

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

SolarWinds has an excellent ticket tool and generates custom reports.

It is ideal to keep everything in place and give a quick response (We managed to give a quick response in our problem areas). SolarWinds is a product that improves its support more and more, which generates a positive ROI for any company. Also, the generation of tickets is very positive.

Pros

Thanks to SolarWinds Web Help Desk we managed to create customized reports, which allowed us to track all the metrics and greatly improve our service. It is a product capable of creating reports quickly and personalized (Gerera a positive impact on end users). Another positive point of the SolarWinds web support service is the ticket tool (we improve the response time).

Cons

SolarWinds is a bit difficult to configure and use for less experienced users. A company that wants to implement SolarWinds should consider it a bit difficult to use (it is necessary to have a technical staff). We had some problems at the time of implementation.

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Good ticket system for ICT department

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.

December 2018

Oliver Elijah from MD Grand Rounds

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

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

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.

December 2018

Ryan from Igloo Books

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Functionality

1 of 5

December 2018

Slow, buggy and an intense memory leak

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.

December 2018

Austin from Government

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

2 of 5

Customer support

3 of 5

Functionality

5 of 5

December 2018

Okay HelpDesk!

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

November 2018

Michael from School of Visual Arts

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

November 2018

WHD: Frustratingly Adequate

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.

November 2018

Rudy from Jackson Hospital and Clinic

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Great option for help desk software

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2018

Great Ticketing System

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.

October 2018

Melvin from Engineer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

October 2018

Easy Help Desk

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.

October 2018

Anton from Toronto Transit Commission (TTC)

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

October 2018

A must when customers are your priority.

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

Web Help Desk

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.

August 2018

Marc from Tech Available, Inc.

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

August 2018

web help desk itsm

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.

July 2018

Jerry from Appvion

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

July 2018

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

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.

July 2018

Jamie from GVChristian

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

3 of 5

July 2018

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

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.

July 2018

Phil from Tele-Data Solutions

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

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

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

June 2018

Jesse from Tapestry Technologies

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

Easy to use after you get the hang of it.

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.

June 2018

Derek from Pequea Valley

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Best Ticketing system

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.