SolarWinds Web Help Desk Software


82 reviews(4.0/5)
82 reviews(4.0/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 10

82 Reviews of Web Help Desk

Showing 1 - 20 of 82

Start your review of Web Help Desk

Click to start
  • Marc from Tech Available, Inc.

    Number of employees: 2-10 employees

    August 2018

    web help desk itsm

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jerry from Appvion

    Number of employees: 1,001-5,000 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jamie from GVChristian

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Phil from Tele-Data Solutions

    Number of employees: 11-50 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jesse from Tapestry Technologies

    June 2018

    Easy to use after you get the hang of it.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Derek from Pequea Valley

    June 2018

    Best Ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ryan from Tapestry Technologies

    May 2018

    Good Central Management System

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Francis from LA County Counsel

    Specialty: Other

    Number of employees: 501-1,000 employees

    April 2018

    Solarwinds Web Help Desk Review

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Italo from Citibank

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    March 2018

    Easy To Setup and Train End Users to Use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    March 2018

    Awesome program to do support tickets and track progress

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Allows end users to request and send tickets to Helpdesk and allows Helpdesk to document work and track everything that has been done

    Cons

    There has been few issues with the LDAP properly syncing with the database. sometimes creates multiple duplicate users. some functions have too many options

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Braedan from SportsEngine

    March 2018

    Great Inventory and Ticketing System

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

    Super easy to navigate, and understand. Took me only a few days to understand fully how to get our ticketing system to work.

    Cons

    Few bugs in the software, not sure if it's the version I'm on, but very little to complain about. Does exactly what you need, and then some.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    February 2018

    Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We easily are able to track resolution of issues and pull reports in order to look at trends.

    Pros

    Able to look up ticket type, or ticket content for repeat issues. Track issues by who submits them easily by searching. Setup custom requirements for ticket submission. Easily integrate it with Solarwinds to create tickets when there are issues on network. It can also be connected to Exchange to send out email notifications.

    Cons

    It appears that it cannot send email notifications to Distro lists. Setting up tech alerts can be quite complicated to get everything configured the way you want it to.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Earle from Heartland Community Church

    February 2018

    Easy, Customizable and Straight-Forward

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

    Web Helpdesk is a clean, crisp web-based product. As a tech, I can access my tickets on the go. The system is highly customizable (from reports to layout).

    Cons

    There are a few features it lacks. One such minor feature is the ability to generate a PO and attach said PO to an asset.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeremy from American Cement Company LLC

    Number of employees: 51-200 employees

    February 2018

    Web Help Desk simply put saves your bacon...

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

    End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

    Cons

    I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    November 2017

    Great solution with low cost

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Tracking of IT issues, tracking of trends

    Pros

    Ease of use, end users like the ease of submitting tickets by just sending an email through Outlook.

    Cons

    Some of the back end setting could use a little refining to make things more streamlined. Otherwise a good solution.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeremy from GB

    Number of employees: 51-200 employees

    November 2017

    Very easy to use intuitive helpdesk tool to use.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Helpdesk management became much easier with this software. Ability to track and manage tickets made us more productive.

    Pros

    The ease of use and up to date GUI. The added FAQ sections which can also be visible to clients a plus as well.

    Cons

    The dashboards and reports. You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rodney from NetComm Wireless

    Number of employees: 501-1,000 employees

    August 2017

    Very cheap system, but not ITIL compliant

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Andy from Vivint

    Specialty: Consulting

    Number of employees: 201-500 employees

    July 2017

    Awesome but dated

    Ease-of-use
    Functionality
    Quality
    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

    July 2017

    Robust System

    Ease-of-use
    Functionality
    Quality
    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.

Do you use Web Help Desk?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639