--- title: "Web Help Desk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Web Help Desk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Web Help Desk is a good fit for you!" source_url: "https://www.softwareadvice.com/issue-tracking/web-help-desk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Web Help Desk](https://www.softwareadvice.com/issue-tracking/web-help-desk-profile/) / Web Help Desk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/issue-tracking/web-help-desk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/issue-tracking/web-help-desk-profile/alternatives/) # Web Help Desk User Reviews ## Reviews summary - Overall rating: 4.1/5 - Total reviews: 124 ### Secondary ratings - Ease of use: 4.1/5 - Customer support: 4.1/5 - Value for money: 4.1/5 - Functionality: 4.0/5 ### Rating distribution - 5 stars: 48 reviews (39%) - 4 stars: 53 reviews (43%) - 3 stars: 17 reviews (14%) - 2 stars: 4 reviews (3%) - 1 star: 2 reviews (2%) ### Most mentioned pros - It has been a stable and dependable platform that supported our organisation's service desk operations for a decade. - The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude - Web Help Desk outperforms the prior system in every way, including alerts/notifications, service level agreement compliance, and comprehensive emails to techs. ### Most mentioned cons - Not directly, but according to coworkers, we had a few customer service concerns, and the duplicates in the asset tracking and management did end up being a problem. - Lack of features and no integration abilities. - We had the most problems with customer service and asset management. ## Web Help Desk customer reviews Showing reviews 1-25 of 124 (page 1). ### A great service management tool for your business - Overall rating: 5/5 - Reviewer: Trang H. - Verified reviewer: Yes - Industry: Architecture & Planning - Company size: 51-200 employees - Product usage: Used daily for free trial - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### 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. --- ### Easy To Setup and Train End Users to Use - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: March 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Our experience with WHD has been ok to underwhelming - Overall rating: 3/5 - Reviewer: Steve B. - Company size: 501-1000 employees - Product usage: Used other for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered 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: 2/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 2/5 #### 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 --- ### Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We easily are able to track resolution of issues and pull reports in order to look at trends. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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. --- ### Awesome program to do support tickets and track progress - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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 --- ### Web Help Desk: Great when it works. - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Education Management - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Value for money: 4/5 - Customer support: 2/5 - Functionality: 3/5 #### 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. --- ### Clunky and Lackluster - Overall rating: 2/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 3/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 2/5 #### 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. --- ### Great solution with low cost - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Tracking of IT issues, tracking of trends #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Good ticket system for ICT department - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Medical Devices - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. --- ### My review - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Translation and Localization - Company size: 11-50 employees - Product usage: Used weekly for less than 6 months - Reviewed: December 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our prior system was severely constrained. It did not always function properly. Web Help Desk outperforms the prior system in every way, including alerts/notifications, service level agreement compliance, and comprehensive emails to techs. We enjoy the pop-up notifications that are depending on the report type selected by consumers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Excellent as a helpdesk ticketing system, that's the reason we acquired it, but it does so much more! It is a very handy tool for inventories, purchase orders, and other stuff. It clearly has more features than we imagined, and as we've utilized the product, we've been gradually implementing more and more of these. I enjoy the opportunity to create custom fields; with many products, you are limited to how things are configured out of the box; this is not one of those products. #### Cons I feel that the whole configuration procedure is a little difficult and that it would be beneficial if it could be simplified. --- ### I operate as an administrator of the system as well as running a help desk team out of the system. - Overall rating: 3/5 - Reviewer: Seth B. - Industry: Consumer Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered It does what it says on the box - helps us track issues and tickets. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros The pricing system is definitely a bonus when compared to other software solutions. You get a lot of bang for your buck. Out of the box it works fairly well, but we have a lot of specialized use cases that took more to implement. The administration features are fairly simplistic - could be good or bad depending on how you look at it, but as someone with minimal code/administration experience it's easy to jump right in and get what you need done. Bulk features is nice. Client and ticket history were a must for us as we have our HR team working out of this system in tandem with other teams. #### Cons 1. Lack of in depth customization. This extends to UI, ticket options, even the action rules are pretty railroaded in terms of what you can do. 2. Built in reporting isn't great. It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information. 3. Systems other than the ticketing feature aren't fleshed out. Assets and FAQs both stink, even when compared to ticketing system. --- ### Help desk - Overall rating: 5/5 - Reviewer: Bracia G. - Verified reviewer: Yes - Industry: Retail - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros What I like most about web help disk is it helps me and my team when accessing the world to solve management problems for the company. #### Cons What I like least about well help this is sometimes the lack of communication between the moderators and administration is bad. --- ### Great Product! Does More Than Expected / Necessary - Overall rating: 5/5 - Reviewer: Kory M. - Product usage: Used daily for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product. #### Cons The only real downside to SolarWinds has been the fact that some of the more advanced things such as Single Sign On (SSO) / ADFS were not very user friendly to configure, but we have successfully done it, and it does work quite well. The only other issue we have had is some off / on issues where if we reboot the server we have it hosted on, it will go back to being a trial license, but a simple call to Customer Support and the issue is resolved. --- ### Review - Overall rating: 3/5 - Reviewer: Keith A. - Verified reviewer: Yes - Industry: Religious Institutions - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We were looking for a help desk system that was also our asset inventory. It was able to do both but not very well. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros Overall the software had a lot of options and was easy to setup. #### Cons The server had memory issues often and support wasn't very helpful, other them telling us to reboot it. #### Reasons for switching to Web Help Desk Wanted more options and better support. --- ### Its great Product and may change ITSM to the next level - Overall rating: 3/5 - Reviewer: Muhammad W. - Industry: Electrical/ Electronic Manufacturing - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered ITSM made easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. #### Vendor response 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? Replied May 2017 --- ### Solarwinds Web Help Desk is awesome and has tons of features! - Overall rating: 5/5 - Reviewer: Jonathan S. - Industry: E-Learning - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered Asset and Help Desk Ticket Tracking #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Web Help Desk (WHD) has two main features that I love. You can create help desk tickets and you can track assets. WHD ticket system has a dashboard that you can create many different widgets on to see beautiful and detailed graphics. It also also has tabs to see your tickets, your group tickets, flagged tickets, and a search tab to see all tickets. WHD assets system allows you to input your devices or anything that used like to allow users to borrow. Then users can request usage of the devices. WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly. --- ### Basic Helpdesk that needs a lot of work to be brought up to industry standards - Overall rating: 3/5 - Reviewer: Russell P. - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered Full ticketing system for the last 12 years. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed. #### Cons Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious. #### Vendor response Thank you for your continued use of Web Help Desk, this loyalty to the product means a lot. Though you stated your piece about its progression, let us reassure you things are moving... and fast. Check out the Web Help Desk Product Page on https://thwack.solarwinds.com to access our product roadmap and see what coming down the pike. Replied May 2017 --- ### Easy to use but missing some functionality - Overall rating: 4/5 - Reviewer: Adam A. - Verified reviewer: Yes - Industry: Textiles - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered Tracking and time savings #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Customizing ability and ease of use for clients. Easy to track assets and update inventory. Reporting is very easy. #### Cons Have to go into settings every time I need to add request types or new assets. I want to make additions right from the ticket screen or asset screen. Also I want the help desk calendar to sync directly onto my outlook calendar. Asset audit sucks. Want to know detailed info about the computers like software, o/S, memory, hard drive and it's a pain or doesn't pull the info most of the time. --- ### Hasn't been too pleasant but I've dealt with worse. - Overall rating: 3/5 - Reviewer: Brian C. - Product usage: Used daily for less than 12 months - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Ease of use for clients. #### Cons Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it. #### Vendor response We're sorry to hear that your experience with Web Help Desk has been less that satisfactory. Regarding your question about customer reports, have you checked out the SolarWinds Success Center? Here's a link that provides direct access to a tutorial on this subject: http://bit.ly/2qaqiSR. Aside from this, your performance issues are troubling. We strongly urge you to submit a support ticket to further troubleshoot this issue. Replied May 2017 --- ### Great product - Overall rating: 4/5 - Reviewer: Todd S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets. #### Cons For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use. --- ### Webhelpdesk has really taken our ticket and tracking system to a whole new level! - Overall rating: 4/5 - Reviewer: Jon B. - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus! #### Cons It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean. --- ### I'm a daily user of the system and have not had any major issues. - Overall rating: 4/5 - Reviewer: Jeffrey C. - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization. #### Cons I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization. --- ### This tool is incredibly useful in keeping my IT department organized task orientated. - Overall rating: 4/5 - Reviewer: David C. - Industry: Government Relations - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I enjoy the integration with other SolarWinds product such as DameWare Support. An indispensable tool that helps gauge out teams efficiency and help us identify trends and appropriately adjust resources for projects. I absolutely love the email-to-ticket feature as it helped with adoption from my users. the software scales well and completely granular at the same time. #### Cons As robust as It is, it can become easy to get lost in the features. We had an issue with text message alerts that was resolved with the help of support. --- ### Very easy to setup - Overall rating: 4/5 - Reviewer: Melanie B. - Industry: Education Management - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Easy to use, but search functions are terrible. - Overall rating: 3/5 - Reviewer: Jose V. - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2017 - Review source details: This review was submitted organically. No incentive was offered Its simple to use and easy yo navigate... #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros The software is easy to use and navigate... There are many mediums of data collection that can be create and customized. #### Cons Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that. #### Vendor response This is really great input. Have you added a feature request for this advance search functionality? We strongly urge you to visit the Web Help Desk Product Page on https://thwack.solarwinds.com, there you can submit this suggestion and if it gains enough steam from our online community, you could someday see this enhancement, in-product, in a future release. Replied May 2017 ## More reviews [Next reviews](https://www.softwareadvice.com/issue-tracking/web-help-desk-profile/reviews/?page=2) --- Web Help Desk Reviews, Pros and Cons - 2026 Software Advice