Web Help Desk 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
User Reviews

Overview

Web Help Desk

4.1

(123)

Pricing

Starting at $753.00 one time

About Web Help Desk

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 Screenshots

Web Help Desk Pricing and Plans

Starting price: $753.00 one time

Free Trial

Free Version

Web Help Desk License

$753.00

flat rate, one time

Plan includes:

Incident Tracking
IT Asset Management
Knowledge Base
Ticketing

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Web Help Desk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Web Help Desk
Alerts/Notifications
API
Asset Lifecycle Management
Asset Tracking
Audit Management
Availability Management
Capacity Management
Change Management
Compliance Tracking
Configurable Workflow
Contract/License Management
Cost Tracking
Customizable Branding
Dashboard
Dashboard Creation
Email Management
Help Desk Management
Incident Management
Inventory Management
IT Asset Management
Knowledge Base Management
Knowledge Management
Problem Management
Procurement Management
Project Management
Release Management
Requisition Management
Search
Service Catalog
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Editing
Task Progress Tracking
Task Scheduling
Task Tagging
Ticket Management

Web Help Desk User Reviews

Overall Rating

4.1

Ratings Breakdown

39%

42%

14%

Secondary Ratings

Ease of Use

4.1

Value for money

4.1

Customer support

4.1

Functionality

3.9

Sergey M.

Verified reviewer

Hospitality

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed February 2019

Make your end user support structured

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Cons:

As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

Caleb M.

Verified reviewer

Insurance

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed September 2023

A software that gives the luxurious touch of commitment to clients. It shows concern.

Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Cons:

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

Reasons for switching to Web Help Desk

Being in the Audit sector, there were conflicting applications with other softwares. I went for Web Help Desk to bridge the gap.

Danny H.

Verified reviewer

Renewables & Environment

51-200 employees

Used daily for less than 12 months

Review source

Reviewed May 2024

A relic of systems from 20 years ago

Poor, you need to run this on a Linux box to get the most out of it. With the size of our company, it didn't make much sense, so we gave back the keys and moved on.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

Cons:

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it. The price jumped steeply once the trial ended (but we expected it).

Reasons for choosing Web Help Desk

The free trial made sense as we had a local server we could use with this package; cloud-based services were much more expensive then.

Mohammad Naseer O.

Verified reviewer

Government Relations

10000+ employees

Used daily for more than 2 years

Review source

Reviewed November 2022

Easy gor deployment and usage

We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Cons:

Its so easy yo use and deploy and i havnt found any missing to write it here

Reasons for switching to Web Help Desk

I tried to have a simple, easy and a complete solution for my organization

Gabriel F.

Verified reviewer

Electrical/ Electronic Manufacturing

11-50 employees

Used weekly for free trial

Review source

Reviewed March 2025

User Friendly and easily customizable

Overall it was very pleasant and easy to use

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very User Friendly and easily customizable

Cons:

Limited plans included if you're on a budget

Phillip G.

Verified reviewer

Retail

201-500 employees

Used daily for more than 2 years

Review source

Reviewed August 2023

Good product but a bit dated

Used it for helpdesk and hardware inventory.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is low priced so good for those on a tight budget.

Cons:

Lack of features and no integration abilities. No major upgrades to the product in years.

Reasons for choosing Web Help Desk

No advertisements in the product like spiceworks

Jeremy M.

Verified reviewer

Mining & Metals

51-200 employees

Used daily for more than 2 years

Review source

Reviewed February 2018

Web Help Desk simply put saves your bacon...

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Oliver Elijah L.

Verified reviewer

Information Services

51-200 employees

Used weekly for less than 12 months

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Trang H.

Verified reviewer

Architecture & Planning

51-200 employees

Used daily for free trial

Review source

Reviewed January 2019

A great service management tool for your business

Ratings Breakdown

Ease of use

Functionality

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.

Anton H.

Verified reviewer

Transportation/ Trucking/ Railroad

1001-5000 employees

Used other for less than 12 months

Review source

Reviewed October 2018

A must when customers are your priority.

Ratings Breakdown

Ease of use

Functionality

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.

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