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SolarWinds Web Help Desk

3.8
(32)

Web Help Desk & Asset Management Software.

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SolarWinds Web Help Desk Reviews

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Showing 32 SolarWinds Web Help Desk reviews
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SolarWinds Web Help Desk review by John C.
John C.
Validated Reviewer
Verified Current User
Review Source

"The Most Versatile Help Desk System I have used."

What do you like best?

I am very happy with how flexible the Web Help Desk is. You can use it for inventory, warranty info, help desk tickets and flow processes.

What do you dislike?

The customization could be improved. Changes to the layout don't always look exactly as you would expect. But it still looks good.

Recommendations to others considering the product

Try a demo of it. Call support and schedule assistance so they can show you some of the more advanced features.

What business problems are you solving with the product? What benefits have you realized?

Mainly processing help desk tickets. It ties into our active directory so everyone has access who needs it. Setting up routing rules are a piece of cake with location based, team based and many other routing options. It's a very searchable database as well to look up tickets and history. We add or modify ticket types all the time. We are starting to utilize the inventory functions as well.

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SolarWinds Web Help Desk review by Scott H.
Scott H.
Validated Reviewer
Verified Current User
Review Source

"SolarWinds Fails"

What do you like best?

There is not much that I like about this help desk platform, besides possibly the ability to brand it to your company or organization. Easy connection through our organizations active directory is probably it. The ability to group tickets for our team helps, as our City has over 4000 users.

What do you dislike?

The clunky interface leaves something to be desired. The 1990's GUI and lack of responsiveness on mobile devices is a reason for our users NOT to use it. Approving workflow is troubling, and it is hard to understand when a ticket is actually completed.

Recommendations to others considering the product

I would look elsewhere. Gartner has other much better options for you to look at.

What business problems are you solving with the product? What benefits have you realized?

We use this platform for our City's help desk where users can submit tickets for broken items or feature requests. The only benefit that we have realized is the ability to track and archive these requests

What Service Desk solution do you use?

Thanks for letting us know!
SolarWinds Web Help Desk review by User
User
Validated Reviewer
Verified Current User
Review Source

"WebHelp Desk--Documentation Times Three"

What do you like best?

I love that the tools in WHD are so intuitive. They're simple to use and makes it easy to document issues within both the technology department and our maintenance department.

What do you dislike?

I don't like how complicated some of the reports can be. Sometimes the interface can be clunky, and the mobile experience leaves a LOT to be desired. I typically don't use WHD on mobile unless it's at the beginning of our rush time. Otherwise, I wait until I have my Mac cracked open or I'm at my Windows machine.

Recommendations to others considering the product

If you're looking to run a lot of custom reports, this is certainly an answer. Some of the reporting features are clunky and hard to use or understand. It has a lot of features for you to customize things, but be prepared for you to spend some extra time figuring it out. It feels like this product would be a lot better if it came with a wizard; I know that's the lazy way out of a lot of things, but sometimes you just need a simple approach instead of looking through the sample reports and finding only things dealing with asset numbers, etc. Tech people generally don't care about asset numbers. We care about ticket numbers, number of tickets closed, and what status they're in for how long.

What business problems are you solving with the product? What benefits have you realized?

We work in the K12 industry growing minds. We support teachers through WHD to report problems with both their technology and their maintenance. It allows us to keep complete accountability within both departments that use it and keep track of issues as they arise, spotting trends and creating fixes as we need.

SolarWinds Web Help Desk review by Ravi K.
Ravi K.
Validated Reviewer
Verified Current User
Review Source

"Web Help Desk - Ease of use"

What do you like best?

Quick to setup, easy to use. Simplicity is thy name. The Solarwinds WHD solution has an extremely user friendly interface and very easy to navigate. Have worked on other tickting solutions that seem like a complex maze. This one is user oriented both for the user and the Techie working on the tickets

What do you dislike?

The solution could do well with providing customization options for Dashboards and generation of charts.

Recommendations to others considering the product

Consider it for its simplicity

What business problems are you solving with the product? What benefits have you realized?

IT related ticketing solution & Asset Inventory management. Benefits realized are that we now have a solution that aligns our business process workflows into the WHD solution. It allows creation of our process workflows like Incident & problem management, Change approval, issuing of Gate passes, creating a master asset list

SolarWinds Web Help Desk review by Anthony P.
Anthony P.
Validated Reviewer
Review Source

"Great online ticket platform!"

What do you like best?

The best thing about the platform is how easy it is able to integrate with windows based systems. For example, if your company using specific windows cloud logins and office 365 the system can be integrated to use the same passwords. This in turn brings added security and also having less passwords to remember! It is also great because it is visually appealing and provides an easy and cuntional ticketing system that can be used for everything from technical support to procurement. It's a great way to keep track of tickets without having it be disorganized with unorganized ticket threads.

What do you dislike?

The one that I do not dislike is that when submitting tickets it will not cc' individuals automatically, it should remember if you cc'd and individual previously and cc them automatically. This proves to be troublesome when submitting tickets and forgetting to cc and individual and having to go back in to do it.

Recommendations to others considering the product

Create a mobile platform and mobile website.

What business problems are you solving with the product? What benefits have you realized?

The main things are tracking. For our business we make an abundant amount of large purchases for clients so it makes it easy to be able to manage each clients orders individually in there specific ticket, without having to open various tickets for the client. It is allowing us to be more accurate in our purchasing and record keeping.

SolarWinds Web Help Desk review by Nicholas C.
Nicholas C.
Validated Reviewer
Verified Current User
Review Source

"Solarwinds Patch Manager is good for keeping track of IT issues."

What do you like best?

Solarwinds Patch Manager is good for keeping track of IT issues. It's pretty simple to use. The majority of the company uses it, so even if an issue is sent to the wrong department, moving it to the correct queue is easy.

What do you dislike?

I dislike the search function in Solarwinds Patch manager. I sometimes have trouble finding the issue i am looking for because I lack details. If I had the details, i wouldn't be looking for the ticket in the first place.

What business problems are you solving with the product? What benefits have you realized?

SolarWinds Patch Manager is used by my company to keep track of issues. It is beneficial for audit purposes, as any changes requested in writing can be referenced to a ticket within SolarWinds Patch Manager.

SolarWinds Web Help Desk review by Jonathan S.
Jonathan S.
Validated Reviewer
Verified Current User
Review Source

"SolarWinds Web Help Desk is awesome!"

What do you like best?

SWHD is easy to use and navigate. It is easy to connect with Microsoft Exchange and let incoming emails create tickets. You can update tickets from the system or from the email sent to you when a ticket is created/updated. Great user base community.

What do you dislike?

The software is normally only updated with new features once a year, and they are normally small little things. The system would gain more support from its user base if it was updated at least every 6 months and had new wow features.

Recommendations to others considering the product

Build it in-house on your own server. Join the community and ask questions.

What business problems are you solving with the product? What benefits have you realized?

SWHD helps use manage our call volume and prioritize user issues.

SolarWinds Web Help Desk review by robert h.
robert h.
Validated Reviewer
Verified Current User
Review Source

"Web Help Desk"

What do you like best?

The ease of use and the ability to create documented statistics on which technician is doing what. I also love the search option to find old tickets from the past.

What do you dislike?

There are times when i click on the ticket, I try to write down notes for what I"ve done and how I resolved an issue - the note options disappears and I have to back out of the ticket, proceed to click on the number of the ticket in order to get the note option to pop back up.

Recommendations to others considering the product

It is worth its weight in gold. They have more bells and whistles packed into this software than you would ever need. They go above and beyond in Help Desk etiquette.

What business problems are you solving with the product? What benefits have you realized?

We are able to document what we have done and create problem solving notes on how to resolve issues from the past. This gives us a better outlook on resolving future problems when we bring in new employees. They can jump out of the starting block and make an immediate impact.

SolarWinds Web Help Desk review by User in Government Administration
User in Government Administration
Validated Reviewer
Verified Current User
Review Source

"I believe that I'm groing more in fond of SolarWinds Help Desk"

What do you like best?

We have recently started using this help desk and seems more stable than the one we had before. We have been able to setup the users with a very simple interface and they're beginning to love it. The fact that we can add a note without opening the ticket allows for a quick update. I love the flexibility.

What do you dislike?

Some of the technician's interface could be simplified but it may just be a matter of tweaking it to our liking.

Recommendations to others considering the product

If anyone if looking for flexibility and stability this is it.

What business problems are you solving with the product? What benefits have you realized?

We solve any type of desktop, software, telephony and network related issues. We have been able to do away with a voice mailbox type of help desk and solely rely on this interface. Also, we communicate with the users more efficiently.

SolarWinds Web Help Desk review by John M.
John M.
Validated Reviewer
Verified Current User
Review Source

"Good system but really needs updating"

What do you like best?

It seems to be a fairly solid ticketing system, we rarely have issues with it. It's got a lot of functionality and the support team from SolarWinds is very good.

The ability to perform many ticket functions via email is very nice.

What do you dislike?

The UI is extremely dated and the backend uses WebObjects which is also very out of date. The mobile app is useless and the web interface can be very painful to use.

Recommendations to others considering the product

If you rely heavily on mobile, you might want to consider another solution.

What business problems are you solving with the product? What benefits have you realized?

We are able to use the FAQs as a sort of changelog for our application updates. The ability to connect it to other systems (AD, jamf pro) is very good and saves a lot of time.

SolarWinds Web Help Desk review by Administrator in Food Production
Administrator in Food Production
Validated Reviewer
Verified Current User
Review Source

"Solarwinds Web Help Desk Review"

What do you like best?

Its easy to use and the end user doesn't require any extra training. We managed to install this on a local server running 2012R2. SW tech support was great in assisting me in setting this up and troubleshooting the issue we did run into. They are excellent.

What do you dislike?

Asset feature not working after working with tech support. They have emailed me to let me know that their next release will address this issue. This is a feature I would use if it worked.

Recommendations to others considering the product

This is a great product and simple to configure and use. They have one of the best Tech support teams.

What business problems are you solving with the product? What benefits have you realized?

We can track the departmental tickets as well as the IT ones. All out departments use this, not just IT.

SolarWinds Web Help Desk review by Anthony M.
Anthony M.
Validated Reviewer
Verified Current User
Review Source

"Detailed and thorough help desk solution"

What do you like best?

The amount of available customization and detail. The reports are great and you can also make your own which is really nice. They offer a nice dashboard to the techs so they can see what their tickets are like by status which has been pretty helpful to us in our organization thus far.

What do you dislike?

The UI is not very pretty. It does the job, definitely, but they can improve the look and feel a lot.

What business problems are you solving with the product? What benefits have you realized?

Help desk for multiple districts. Reporting and managing problems and solutions.

SolarWinds Web Help Desk review by John B.
John B.
Validated Reviewer
Verified Current User
Review Source

"Functional."

What do you like best?

Clear and clean with little to get in the way of operating the system. Runs quickly and efficiently. Is highly customizable without being difficult to use.

What do you dislike?

Incapable of browsing using browsing tools. Does not endure having multiple windows open or have methods to get ahold of data that is not shown on the screen. No copy feature, incident replication or usable history feature.

Recommendations to others considering the product

Integrate your Knowledge Database before attempting to use the FAQ system.

What business problems are you solving with the product? What benefits have you realized?

We keep tickets to track information about people having computer problems. We can see their problems and communicate with many different systems without having any issues. We can look at historical trends and capture data on who is having problems where and with what.

SolarWinds Web Help Desk review by Mitchell S.
Mitchell S.
Validated Reviewer
Review Source

"Good bones, just needs some skin"

What do you like best?

The ability to attach pictures to our repair tickets and then have the program email the ticket to the client is a great asset and cuts down on the number of parents that show up at the school wanting to see what was damaged on a computer.

What do you dislike?

This program is still utilitarian in its appearance and needs some polishing on the client side, especially in the look and readability of the email that is sent to the client.

Recommendations to others considering the product

A good program for the shop, but needs some polishing to improve the client-side experience.

What business problems are you solving with the product? What benefits have you realized?

We use this to track all our repairs. It's much more professional looking than hand written notes.

We also use it to track what parts are being damaged so that we can project if extended warranties are worth the money.

SolarWinds Web Help Desk review by Administrator
Administrator
Validated Reviewer
Review Source

"Customizable and easy to use"

What do you like best?

It is easy to use and they have email notifications! Those are definitely the things I like best about the Web Help Desk system.

What do you dislike?

As a user and an account holder/admin function account (not sure if that is what its called), but I noticed when you check the vacation button there is no option to select dates. You have to remember to remove it when you return :/ I still haven't changed mine and I got back a week ago (doing this review just reminded me to turn it off!)

Recommendations to others considering the product

Use the subset option/details, which makes it easier for the user to enter tickets when they don't know which department to select.

What business problems are you solving with the product? What benefits have you realized?

We use the Web Help System for requesting and assigning of special projects and tasks

SolarWinds Web Help Desk review by William K.
William K.
Validated Reviewer
Review Source

"Reliability system, slow to update"

What do you like best?

Automated ticket creation based on schedules. Customized statuses which can be tuned to SLAs. SQL Server Backend.

What do you dislike?

Slow update cycle. Very dated iOS applicaion. Cannot create tickets from within iOS applicaiton. Inventory system severely lacking.

Recommendations to others considering the product

Make sure it meets all of your requirements up front. Development cycles are SLOW and updates lately seem inconsequential and on a different priority track than that of the user community.

What business problems are you solving with the product? What benefits have you realized?

Better management of ticket queues, communication with end users. Also clearer insights into responsiveness.

SolarWinds Web Help Desk review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Solar Winds for your business"

What do you like best?

Easy to use, has features that benefit our business.

What do you dislike?

There is a slight learning curve since it contains so much valuable information.

Recommendations to others considering the product

It is a great product for inventory and stocking and also for evaulation of personnel to see what projects they are working on and completing. It has provided a level of service that we were not able to have previously.

What business problems are you solving with the product? What benefits have you realized?

Inventory of product and parts, history of repairs and issues related to our hardware. Tracks individual work projects.

SolarWinds Web Help Desk review by Dakota W.
Dakota W.
Validated Reviewer
Verified Current User
Review Source

"Good Customization Options and Reporting"

What do you like best?

I like the customization options of the forms, picklists, reports, views, approval workflows, etc... the product offers a wide range of customization.

What do you dislike?

The Interface is messy for technicians (help desk associates). Out of the box there is a lot going on compared to other Help Desk solutions I've worked with. Simplicity could benefit them here.

Recommendations to others considering the product

With all the customization available, consider taking your time to go live. It can be easy to get lost with all the different features Solar Winds Help Desk offers, weigh which features will be most beneficial for your organization.

What business problems are you solving with the product? What benefits have you realized?

HelpDesk Ticketing, Access Approval Requests

SolarWinds Web Help Desk review by Benjamin K.
Benjamin K.
Validated Reviewer
Verified Current User
Review Source

"Solar winds is very useful with a few limitations. "

What do you like best?

I think this software is helpful as a company to run a help desk ticketing system. It allows for easy communication amongst a team and keep everyone informed.

What do you dislike?

I think the web interface is a little bit clunky and hard to use at times. It is not extremely mobile friendly and on a desktop computer the windows take up a lot of real estate.

What business problems are you solving with the product? What benefits have you realized?

This has been useful for solving IT related and maintenance issues.

SolarWinds Web Help Desk review by User in Education Management
User in Education Management
Validated Reviewer
Verified Current User
Review Source

"helpdesk all day long"

What do you like best?

it is easy to use. I work at a high school in a pretty big district. anyone who has any issues with technology creates a helpdesk ticket and it automatically gets assigned to me.

What do you dislike?

sometimes it is very slow, I am sure that this is due to high volume of users in our district because during the early hours it is not slow

What business problems are you solving with the product? What benefits have you realized?

we can escalate and deescalate so easy.

SolarWinds Web Help Desk review by Chinmay C.
Chinmay C.
Validated Reviewer
Review Source

"A complete help desk solution for your organisation"

What do you like best?

The incident management

Ease of use

Excellent UI

Ease of deployment

Integration with NPM

Ticking system

Action rule customisation

What do you dislike?

The help desk tool should be more flexible

The approval system have many flaws

Asset management is not high standard

Recommendations to others considering the product

Nice service desk and incident management

It is mostly configurable

So the result of this tool is in your hands

What business problems are you solving with the product? What benefits have you realized?

Incident management

Problem management

Asset management

Service requests

SolarWinds Web Help Desk review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Amazing help desk software and asset management solution"

What do you like best?

WebHelpDesk allows for you to collect and organize information in such a way keeps your department streamlined and efficient.

What do you dislike?

I do wish the product had a feature that could produce maps of physical layouts that would translate to other sectors of the business.

What business problems are you solving with the product? What benefits have you realized?

Efficiency in data organization, streamlining support queues, organizing assets and keep track of who comes in for what reasons.

SolarWinds Web Help Desk review by Katrina W.
Katrina W.
Validated Reviewer
Review Source

"Solar Winds Performs"

What do you like best?

Solar Winds WHD is really easy to customize. You can add labels, track issues and problems, and assign tickets to techs. It does what any IT support staffer would expect.

What do you dislike?

In my office's setup, we tried automatically forwarding tickets from an email inbox. Our biggest problem was the spam. There's no filter for spam within Solar Winds WHD. So after that, we started manually dragging emails into the inbox that would automatically forward to WHD in order to not have to go in and delete 20-30 spam emails every morning, but then we lost the timestamp on the tickets.

Recommendations to others considering the product

If you are looking for a "quick and dirty" solution for managing user help requests, Solar Winds WHD gets the job done. It gives you the basics you need to get started.

What business problems are you solving with the product? What benefits have you realized?

We were better able to keep track of the clients that were utilizing our services the most. We could also easily categorize the types of issues we were getting from clients and use that information to create knowledge base content in an effort to reduce the amount of traffic coming to WHD.

SolarWinds Web Help Desk review by Cori H.
Cori H.
Validated Reviewer
Verified Current User
Review Source

"Full featured, reasonable price."

What do you like best?

The help desk software is flexible enough to allow customers options for submitting tickets and powerful enough to provide the tools for organization, customization, and reporting.

What do you dislike?

We have had a number of unexpected outages that negatively impact our productivity.

Recommendations to others considering the product

This is a full featured product that is also easy to use and configure. You are able to license only those technicians that you need, so it is scalable to any size facility. Integration with Active Directory makes setting up access for users quick and easy, administration is minimal, and it is very customizable.

What business problems are you solving with the product? What benefits have you realized?

We are able to trend issues and see exactly where the biggest issues are and how to handle them. We can proactively schedule maintenance and track where costs are going. It saves in money and manhour costs.

SolarWinds Web Help Desk review by Terrance H.
Terrance H.
Validated Reviewer
Review Source

"SolarWinds Web Help Desk Review"

What do you like best?

What i Like is that users/workers are reassured that once they have logged a problem in the system, then someone in tech support will troubleshoot the fault in a timely manner. This strategy is especially useful when they are working outside normal office hours. As a user, at first I hate having to fill in that request box, but after a while I am amazed how writing down the symptoms makes me feel better, and sometimes it even helps me solve my own problem.

What do you dislike?

Its a overall great product. I have no dislikes. Whether your operations are 24/7 or 9 to 5, Web Help Desk tracks your Service Level Agreement due dates and times relative to your specific business hours, which is very efficient in the busines world

What business problems are you solving with the product? What benefits have you realized?

With this centralized system, support staff can process far more tickets in their shift than they could handle phone calls. Thanks to this email driven software, the help desk can concentrate on the technical problem, rather than having to deal with the emotional crisis of an irate phone call.

SolarWinds Web Help Desk review by Christopher B.
Christopher B.
Validated Reviewer
Review Source

"Improved accountability and productivity"

What do you like best?

WHD allows us to track jobs by tech easier and improves productivity and accountability.

What do you dislike?

It can be a little cumbersome when customizing your views

Recommendations to others considering the product

You can get the most out of it when you use the integrated asset tracking system

What business problems are you solving with the product? What benefits have you realized?

Accountability, productivity, ticket tracking, adherence to SLAs

SolarWinds Web Help Desk review by User in Consumer Electronics
User in Consumer Electronics
Validated Reviewer
Review Source

"As a user, not an IT staff member, it seemed to work well"

What do you like best?

The user interface was intuitive and simple. No frills, but it got the job done.

What do you dislike?

Nothing really. As a user, not an IT staff member, the functionality seemed adequate.

Recommendations to others considering the product

Seemed adequate from an end user standpoint.

What business problems are you solving with the product? What benefits have you realized?

Submitting IT-related problems to our IT team.

SolarWinds Web Help Desk review by Consultant in Education Management
Consultant in Education Management
Validated Reviewer
Verified Current User
Review Source

"Its an ok helpdesk product. "

What do you like best?

The integration is alright, the way the tickets are shown to the end users is pretty nicely done as well. The mobile version of it is user friendly as well for the end user, but not as friendly for a technician.

What do you dislike?

It gets really slow as there are more tickets in there. The spam filtering for tickets via email isn't that great.

What business problems are you solving with the product? What benefits have you realized?

Solving helpdesk issues and asset tracking.

SolarWinds Web Help Desk review by Steve S.
Steve S.
Validated Reviewer
Review Source

"Not smooth... "

What do you like best?

Everything is in one place. You can do some custom reporting.

What do you dislike?

You can't customize it to your needs. It's slow and resource intensive. It's not intuitive at all.

Recommendations to others considering the product

Find something else

What business problems are you solving with the product? What benefits have you realized?

Support ticket management

SolarWinds Web Help Desk review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Great user interface. "

What do you like best?

Able to track work and look up old tickets.

What do you dislike?

sometimes interface can be slow. Gets better with every update

Recommendations to others considering the product

very easy to set up on your own. You might need help with configuration.

What business problems are you solving with the product? What benefits have you realized?

internal customer issues are being resolved faster.

SolarWinds Web Help Desk review by User in Biotechnology
User in Biotechnology
Validated Reviewer
Review Source

"Solar Winds Review"

What do you like best?

Web based application and is very easy to use. Has a very basic approval workflow.

What do you dislike?

Limited capabilities with screen design. Very basic/simplistic design capability. Very limited workflow approvals

Recommendations to others considering the product

provide basic help desk service ticketing - ticket management is pretty easy.

What business problems are you solving with the product? What benefits have you realized?

Centralized ticketing system with a limited approval capability. Able to track security changed and requests from users to stay within SOX compliance.

SolarWinds Web Help Desk review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"Great Ticketing System"

What do you like best?

Ability to customize the ticketing system to fit or needs.

What do you dislike?

Some of the customization to the system required us to manually go in and edit files.

What business problems are you solving with the product? What benefits have you realized?

We were able to switch over to Web Help Desk from an old in house coded ticketing system. The new system allows more customization and has streamlined our work flow.

Kate from G2 Crowd

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