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):
Mac OS, Web browser (OS agnostic), Windows 10

84 Reviews of Web Help Desk

 

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Software Advice Reviews (5)
More Reviews (79)

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 79

Anton from Toronto Transit Commission (TTC)
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

A must when customers are your priority.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 


October 2018

October 2018

Web Help Desk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

The software package was easy to setupo and configure.

Pros

No on premise hardware needed. User friendly and intuitive

Cons

None noted. I have not found any issues with this software.

Review Source: Capterra
 

Marc from Tech Available, Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

web help desk itsm

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

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.

Review Source: Capterra
 

Jerry from Appvion
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2018

July 2018

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

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

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.

Review Source: Capterra
 

Jamie from GVChristian

July 2018

July 2018

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

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

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.

Review Source: Capterra
 

Phil from Tele-Data Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

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

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

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

Review Source: Capterra
 

Jesse from Tapestry Technologies

June 2018

June 2018

Easy to use after you get the hang of it.

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

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.

Review Source: Capterra
 

Derek from Pequea Valley

June 2018

June 2018

Best 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

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.

Review Source: Capterra
 

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
 
 
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