SolarWinds Web Help Desk Reviews

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.

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.

Try before you buy!

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!

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.

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.

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.

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).

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.

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

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

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.

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.

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.

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

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

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.

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.

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.

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.

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

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

Consider it for its simplicity

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

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.

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.

Create a mobile platform and mobile website.

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 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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

Web based, easy to follow up with, ease of use for end users creating tickets.

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.

Use the trial and you will be surprised about how versatile and easy this is to organize your help desk needs

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.

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.

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

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

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.

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.

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.

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

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.

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.

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.

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

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

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.

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

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

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.

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.

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

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.

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.

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.

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

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.

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

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!)

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

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

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

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

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.

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

That tickets can escalate/deescalate and get assigned to tech automatically. Project tickets can be created automatically too.

Their reporting tool is slow and making custom reports right from the tables is near impossible

I'm not sure that support will continue on this product, don't buy

It provides us a way to categorize requests and provide transparency with the organization on what we are working on

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.

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.

Easy to use, Easy to implement, and dead on tracking, all make this a wonderful software to use

We solve all of our requests, upgrades, and new implementation - either Hardware or software, with web help desk.

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

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.

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.

HelpDesk Ticketing, Access Approval Requests

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.

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.

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

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.

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

we can escalate and deescalate so easy.

The incident management

Ease of use

Excellent UI

Ease of deployment

Integration with NPM

Ticking system

Action rule customisation

The help desk tool should be more flexible

The approval system have many flaws

Asset management is not high standard

Nice service desk and incident management

It is mostly configurable

So the result of this tool is in your hands

Incident management

Problem management

Asset management

Service requests

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

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

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

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.

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.

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.

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.

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.

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

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.

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.

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.

Sometimes it becomes slow which makes me have to update it again so that I can work again in a fluid way.

WebHelpDesk has helped us in the speed-up of incidents and problems, the organization of assets, the approval of changes between other tasks.

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.

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

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.

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

It can be a little cumbersome when customizing your views

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

Accountability, productivity, ticket tracking, adherence to SLAs

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

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

Seemed adequate from an end user standpoint.

Submitting IT-related problems to our IT team.

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.

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

Solving helpdesk issues and asset tracking.

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

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

Find something else

Support ticket management

The dashboard allows for a lot of customization, but not necessarily the best implementation.

Very cluttered and disorganized HelpDesk solution with little to offer in the way of moving tickets out of a main queue into individual responsibility.

General tech support on a university campus, with proficiency in using that software it becomes a very fast method of categorizing issues.

Able to track work and look up old tickets.

sometimes interface can be slow. Gets better with every update

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

internal customer issues are being resolved faster.

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

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

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

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

Ability to customize the ticketing system to fit or needs.

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

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.