SolarWinds Web Help Desk

(29)
3.8 out of 5 stars

Web Help Desk & Asset Management Software.

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SolarWinds Web Help Desk Reviews

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Showing 29 SolarWinds Web Help Desk reviews
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SolarWinds Web Help Desk review by <span>Scott H.</span>
Scott H.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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

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SolarWinds Web Help Desk review by <span>Ravi K.</span>
Ravi K.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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

What Service Desk solution do you use?

Thanks for letting us know!
SolarWinds Web Help Desk review by <span>Anthony P.</span>
Anthony P.
Validated Reviewer
Invitation from G2 Crowd
Reviewed On

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 <span>Nicholas C.</span>
Nicholas C.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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 <span>Jonathan S.</span>
Jonathan S.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

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 <span>robert h.</span>
robert h.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

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