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

76 Reviews of Web Help Desk

 

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Software Advice Reviews (5)
More Reviews (71)

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 71

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
 


March 2018

March 2018

Awesome program to do support tickets and track progress

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
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

Review Source: Capterra
 

Braedan from SportsEngine

March 2018

March 2018

Great Inventory and 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

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.

Review Source: Capterra
 


February 2018

February 2018

Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with 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

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.

Review Source: Capterra
 

Earle from Heartland Community Church

February 2018

February 2018

Easy, Customizable and Straight-Forward

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 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.

Review Source: Capterra
 

Jeremy from American Cement Company LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Web Help Desk simply put saves your bacon...

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

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.

Review Source: Capterra
 


November 2017

November 2017

Great solution with low cost

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

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.

Review Source: Capterra
 

Jeremy from GB
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Very easy to use intuitive helpdesk tool 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

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.

Review Source: Capterra
 

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.

Review 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.

Review Source: Capterra
 

Jeremy from American Cement Company
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

It has the potential to be the best helpdesk software on the market, and currently is really good

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

Ability to tranck issues, support users in a timely manor, track time needed for projects to better forecast for future projects, reliability, friendly user interface.

Pros

User interface, integration with other SolarWinds products, Support, ease of install and management.

Cons

It needs some improvements and customization ability. I would like to see a better parent child ticket relationship established. It could improve the custom field settings greatly. Allowing for more of them in other places. Its needs better navigation.

Review 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.

Review Source: Capterra

  Response: SolarWinds, Solarwinds

Date: August 2017

August 2017

 

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here:
https://thwack.solarwinds.com/community/tools_tht/web-help-desk

 

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.

Review Source: Capterra

  Response: SolarWinds, Solarwinds

Date: May 2017

May 2017

 

Just wanted to thank you for sharing this honest feedback. Without a doubt, we have some room for improvement, but it's comments like this that keep us on the right path.

 

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.

Review Source: Capterra

  Response: SolarWinds, Solarwinds

Date: May 2017

May 2017

 

Glad you've found our ITSM capabilities to be to your liking. Your other suggestion regarding Ticket prefixes is most interesting. Have you published this as a feature request on our online community - THWACK?

 

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.

Review 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.

Review Source: Capterra

  Response: SolarWinds, Solarwinds

Date: May 2017

May 2017

 

Thanks for this feedback. Somewhat of a moot point by now, but new user's should know that we have a ton of resources available in the SolarWInds Success Center to help you get up and running using Web Help Desk and troubleshoot any issues along the way.

 

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 .

Review 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"

Review Source: Capterra
 
 
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