SolarWinds Web Help Desk Reviews & Product Details

SolarWinds Web Help Desk Overview

What is SolarWinds Web Help Desk?

SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of tickets • A pragmatic approach to applying ITIL best practices with the flexibility to make it work for your environment • Automate and schedule discovery of hardware and software assets in your IT infrastructure, and track asset history including ownership and related service requests • Built-in knowledge base for creating FAQ and knowledge base articles to assist your help desk team and promote self-service to end users

SolarWinds Web Help Desk Details
Languages Supported
Arabic, Bulgarian, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Italian, Japanese, Georgian, Dutch, Norwegian, Polish, Portuguese, Russian, Albanian, Turkish, Chinese (Simplified), Fijian
Product Description

Web Help Desk & Asset Management Software.


Seller Details
Seller
SolarWinds
Company Website
Year Founded
1999
HQ Location
Austin, TX
Twitter
@solarwinds
20,162 Twitter followers
LinkedIn® Page
www.linkedin.com
2,429 employees on LinkedIn®
Description

SolarWinds provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses.


Overview Provided by:
Show More

SolarWinds Web Help Desk Screenshots

SolarWinds Web Help Desk Reviews

Write a Review
Filter reviews

LinkedIn®
Connections
Popular Mentions
Showing 46 SolarWinds Web Help Desk reviews
Popular Mentions
Showing 46 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Review Type
Region
Already have SolarWinds Web Help Desk?
Write a Review
AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Extremely easy to customize ticket types. Searching through archived tickets is a breeze. Standing the product up was extremely simple. End users also state how easy it is with drop-downs instead of manually typing in details. Review collected by and hosted on G2.com.

What do you dislike?

I haven't found a solution yet but there is no way to set a tech schedule so tickets go to the next tech in line if the other is away on break or lunch. Only way is to manually set the tech on vacation mode. Documentation could use a little more work but support and forums are excellent. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Simple setup. Great feedback from end users and other techs on how smoothly it works. Great support and forums to help you customize and setup and cater to your company. Review collected by and hosted on G2.com.

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

Streamlined our IT ticketing system. Timely resolution on tickets has improved greatly since this has been implemented. Review collected by and hosted on G2.com.

Show More
Show Less
AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Pretty simple to setup. Good functionality. Pre built categories and customizable categories. Review collected by and hosted on G2.com.

What do you dislike?

Just looks like an old school ticket system. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a very straightforward product. Easy to use, lots of built in ticket metrics and easily customized. Review collected by and hosted on G2.com.

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

Easy customer ticket submitting. Easily managed by the IT team Review collected by and hosted on G2.com.

Show More
Show Less
AE
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

There are several features that are amazing with this product. We don't use all of them but the ones we do use are great. The best one I love is being able to look back on clients and all the work orders they have submitted. That history report is great when seeing how many times we had to address a single workstation. Review collected by and hosted on G2.com.

What do you dislike?

When you right-click and open a new tab, the system only tracks what you were currently on. In other words... when I right click and open several work orders and update a note, it could apply to one of the other work orders I opened in a new tab. This has caused us issues in the past with updating notes and closing work orders that were not meant to be closed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a great work order system and pairs great with its asset management. Lost of great reports can be made using this program. Review collected by and hosted on G2.com.

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

We use this for several locations. It helps us stay organized and track what our department has been working on. We also have added our maintenance department to this system and it aids them in keeping track of their projects as well. Review collected by and hosted on G2.com.

Show More
Show Less
AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We are new users of this web helpdesk. It seems to be a very robust system so far and was easily AD integrated. Can also integrate other solarwinds products. Review collected by and hosted on G2.com.

What do you dislike?

Although it is robust, there is a learning curve. There is a lot of fields and tabs that previous ticket system did not have. Seems to be highly configurable though. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

From a price point and usability standpoint, SolarWinds Web Help Desk has accomplished everything that we have needed it for. There is a learning curve if you are coming from other antiquated or basic ticket systems, as SolarWinds is much more powerful and can do many other things....as well as be highly customizable. Review collected by and hosted on G2.com.

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

Our main reason for switching to SolarWinds help desk was to help with ticket reporting. Our old software was unable to do reports, keeping up with ticket counts and providing metrics. Review collected by and hosted on G2.com.

Show More
Show Less
Network Technician
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It has all the options required for a Helpdesk software with integration to other modules of solarwinds. Review collected by and hosted on G2.com.

What do you dislike?

It is not very cost effective and its licensing is quite higher as compared to other helpdesk product. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This tool is easy to use and has a very user friendly GUI and it allows our customers to report to us issues they face on daily basis regarding the application that we have deployed. Review collected by and hosted on G2.com.

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

We are allowing our customers to report to us issues they face on daily basis regarding the application that we have deployed. Review collected by and hosted on G2.com.

Show More
Show Less
Student Applications Coordinator
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
II
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It has all the options required for a Helpdesk software with integration to other modules of solarwinds. Review collected by and hosted on G2.com.

What do you dislike?

It is not very cost effective and its licensing is quite higher as compared to other helpdesk product. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This tool is a very helpful tool which is used in day to day basis for technical support related tasks regarding clients/internal office staff. Review collected by and hosted on G2.com.

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

We are allowing our customers to report to us issues they face on daily basis regarding the application that we have deployed. Review collected by and hosted on G2.com.

Show More
Show Less
Vice President, Chief Information Officer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

SolarWinds Web Help Desk allows us to fully manage our support issues and provided a great resource with the knowledgebase to be able to research past issues to help resolve current issues. The solution also provides a survey utility which allows us to survey our end users after ticket closure to ensure that we met their needs and if we did not we use that data to perform training to ensure that we meet their needs in the future. Review collected by and hosted on G2.com.

What do you dislike?

If there is anything that I do not like is that there is no way to add a more complex work schedule. For instance, you can set work hours for a tech however of they are out on vacation or a holiday, then the tech must remember to put themselves on "vacation" to prevent a ticket from being auto-assigned to them. Likewise, if another tech assigns a ticket to a tech on vacation then the time still counts against the newly assigned tech even if they are on "vacation". It would be nice to be able to upload a schedule to the Help Desk that would help prevent ticket time out issues. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try before you buy! Review collected by and hosted on G2.com.

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

We wanted a central solution for end users to submit tickets and management of those tickets. Likewise, we wanted to gauge our support satisfaction of our end-users to ensure that our staff was providing the expected support satisfaction. IT helped show that our staff was meeting expectations of our end-users prior to implementation contrary to what others believed! Review collected by and hosted on G2.com.

Show More
Show Less
Help Desk Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Very easy to setup and use. Has many great features which other service desk packages do not have. The cost is fantastic for what you get. If all you need is a simple ticketing system and asset inventory system, this product will work great for you. Review collected by and hosted on G2.com.

What do you dislike?

There have been few updates since we got the product 4 years ago, and it doesn't appear there will be any new features coming in the near future either. If the product works for you 'as is' and you are happy, this product is fantastic. If you need a new feature, or wish a process could be made simpler, that won't happen with this product, look elsewhere. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Only purchase if the product does what you want the way it is. If a feature is missing, look elsewhere as it won't be added to this product. Review collected by and hosted on G2.com.

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

It allowed us to use our first service desk in our school district, and combine it with our asset inventory. It did what we purchased it to do. We have now moved beyond the capabilities of the product so we are looking for a more sophisticated and supported service desk (ie InvGate). Review collected by and hosted on G2.com.

Show More
Show Less
AR
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Web based, easy to follow up with, ease of use for end users creating tickets. Review collected by and hosted on G2.com.

What do you dislike?

Features are good, but could be a bit more controllable, as in when tickets expire, or automatic closing due to a ticket not getting a response. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use the trial and you will be surprised about how versatile and easy this is to organize your help desk needs Review collected by and hosted on G2.com.

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

We are able to track issues, especially repeat issues, and then follow up with notes that both the client can see and others that only the support staff can get to.

Asset tracking is great, and allows us to keep track of equipment that has been deployed. Review collected by and hosted on G2.com.

Show More
Show Less
UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

That tickets can escalate/deescalate and get assigned to tech automatically. Project tickets can be created automatically too. Review collected by and hosted on G2.com.

What do you dislike?

Their reporting tool is slow and making custom reports right from the tables is near impossible Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I'm not sure that support will continue on this product, don't buy Review collected by and hosted on G2.com.

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

It provides us a way to categorize requests and provide transparency with the organization on what we are working on Review collected by and hosted on G2.com.

Show More
Show Less
Network Engineer
Education Management
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

Show More
Show Less
UF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

WHD allows us to track jobs by tech easier and improves productivity and accountability. Review collected by and hosted on G2.com.

What do you dislike?

It can be a little cumbersome when customizing your views Review collected by and hosted on G2.com.

Recommendations to others considering the product:

You can get the most out of it when you use the integrated asset tracking system Review collected by and hosted on G2.com.

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

Accountability, productivity, ticket tracking, adherence to SLAs Review collected by and hosted on G2.com.

Show More
Show Less
UE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

Show More
Show Less
UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Inventory details maintenance by the tool Review collected by and hosted on G2.com.

What do you dislike?

Solar wind is not able to resolve issue by itself sometime Review collected by and hosted on G2.com.

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

Network monitoring and incident response Review collected by and hosted on G2.com.

Show More
Show Less
UB
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Web Help Desk is easy to use has functions and features that other service desk packages do not have. It makes an asset management and tickets incrible which has greatly improved the management of our customer service team. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes it becomes slow which makes me have to update it again so that I can work again in a fluid way. Review collected by and hosted on G2.com.

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

WebHelpDesk has helped us in the speed-up of incidents and problems, the organization of assets, the approval of changes between other tasks. Review collected by and hosted on G2.com.

Show More
Show Less
UE
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The dashboard allows for a lot of customization, but not necessarily the best implementation. Review collected by and hosted on G2.com.

What do you dislike?

Very cluttered and disorganized HelpDesk solution with little to offer in the way of moving tickets out of a main queue into individual responsibility. Review collected by and hosted on G2.com.

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

General tech support on a university campus, with proficiency in using that software it becomes a very fast method of categorizing issues. Review collected by and hosted on G2.com.

Show More
Show Less
AE
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

When help desk makes it easier for us to see our clients problems. We're able to resolve them in a timely fashion, and prioritize. It also appears that we can check inventory, which we have not yet implemented but are highly interested in doing so. Review collected by and hosted on G2.com.

What do you dislike?

I feel like the gui system is complicated for our consumers to use. While it is simplistic in nature, it can be confusing for the average consumer. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Easy to use, Easy to implement, and dead on tracking, all make this a wonderful software to use Review collected by and hosted on G2.com.

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

We solve all of our requests, upgrades, and new implementation - either Hardware or software, with web help desk. Review collected by and hosted on G2.com.

Show More
Show Less
Relative Home Assessment Services (RHAS) Staff Assistant
Mental Health Care
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Create a mobile platform and mobile website. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

Show More
Show Less
Owner Principal
Internet
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would look elsewhere. Gartner has other much better options for you to look at. Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Automated ticket creation based on schedules. Customized statuses which can be tuned to SLAs. SQL Server Backend. Review collected by and hosted on G2.com.

What do you dislike?

Slow update cycle. Very dated iOS applicaion. Cannot create tickets from within iOS applicaiton. Inventory system severely lacking. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

Show More
Show Less
LIS Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

Show More
Show Less
Founder Director
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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 Review collected by and hosted on G2.com.

What do you dislike?

The solution could do well with providing customization options for Dashboards and generation of charts. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider it for its simplicity Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

Show More
Show Less
Educational Technology Systems Manager
Higher Education
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Build it in-house on your own server. Join the community and ask questions. Review collected by and hosted on G2.com.

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

SWHD helps use manage our call volume and prioritize user issues. Review collected by and hosted on G2.com.

Show More
Show Less
AG
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
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. Review collected by and hosted on G2.com.

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!) Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

Show More
Show Less
Do you work for SolarWinds Web Help Desk?