Web Help Desk 2026: Benefits, Features & Pricing

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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

Italo P.

Verified reviewer

Used other for less than 6 months

Review source

Reviewed March 2018

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

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Verified

Reviewer

Information Technology and Services

51-200 employees

Used daily for less than 2 years

Review source

Reviewed November 2020

Web Helpdesk from Solarwinds

It was an ok tool for me, as I was not working on it as an administrator but for a day to day ticket management, it was very easy to use and our customers were also able to reach out to us with their day to day support queries and we also used it for internal task management.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office. Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done.

Cons:

I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management.

Steve B.

501-1000 employees

Used other for less than 2 years

Review source

Reviewed May 2017

Our experience with WHD has been ok to underwhelming

It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.

Cons:

The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.

Vendor Response

We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.

Replied May 2017

Verified

Reviewer

Education Management

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed March 2019

Full Featured Help Desk Solution

We have streamlined our process for reporting issues in our district which in turn has made our response times come down. Having a history of issues is also beneficial for training purposes and for staff to see how to fix a recurring issue they may have. Overall has made us much more efficient.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use. I have had new techs that havent had any experience with a ticketing system sit down and be able to use this product within several minutes. Also it has been a godsend for our staff as we require them to log in to the system to create tickets.

Cons:

Inventory function. I was hoping for an easier way to track our device inventory. I believe it would do the job, but the initial setup has to be comprehensive to make things work smoothly.

Verified

Reviewer

Used daily for more than 2 years

Review source

Reviewed March 2018

Easy To Setup and Train End Users to Use

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Education Management

201-500 employees

Used daily for more than 2 years

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Health, Wellness and Fitness

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed March 2021

Clunky and Lackluster

It has been OK, but nothing amazing. I have seen better help desk features built-in to other software solutions, CRM's, ERP's, etc.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that it all tickets can be automatically routed, and folks receive email notifications. You can place comments right in the ticket and mention others to notify them of action needed.

Cons:

The template forms that you can create for different types of tickets are boring and limited. Web technology has come a long way and it seems like it would be simple to allow us to create responsive forms to better guide users and force them to provide detailed information in certain form fields.