# SolarWinds Web Help Desk Reviews **Vendor:** SolarWinds Worldwide LLC **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 3.9/5.0 **Total Reviews:** 60 ## About 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 Pros & Cons **What users like:** - Users find the **ease of use** of SolarWinds Web Help Desk to be straightforward and user-friendly. (1 reviews) **What users dislike:** - Users report **feature issues** , citing outdated functionality that does not meet their expectations. (1 reviews) - Users note the **missing features** in SolarWinds Web Help Desk, citing outdated tools that underperform in usage. (1 reviews) - Users often face **outdated interface issues** that lead to unexpected functionality problems with SolarWinds Web Help Desk. (1 reviews) ## SolarWinds Web Help Desk Reviews ### 1. Efficient Ticket Management and Workflow Automation for IT Support Operations **Rating:** 4.0/5.0 stars **Reviewed by:** Thisal R. | Cloud & Hosted Application Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2026 **What do you like best about SolarWinds Web Help Desk?** What I like best about SolarWinds Web Help Desk is how easy it is to manage day-to-day support operations from a single platform. As an admin, the automation rules and ticket workflows save a lot of manual effort by automatically assigning and updating tickets based on categories or teams. The asset management and reporting features are also very useful for tracking devices and monitoring team performance. It has helped us stay organized, improve response times, and handle support requests more efficiently without needing a very large support team. **What do you dislike about SolarWinds Web Help Desk?** One thing I dislike about SolarWinds Web Help Desk is that the UI feels outdated compared to newer help desk platforms, especially for admins who spend a lot of time in the system daily. Some configurations and customizations can also be more manual than expected, and troubleshooting integrations or email-related issues sometimes requires deeper backend investigation. Reporting is useful but creating more advanced or customized reports can take extra effort. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** SolarWinds Web Help Desk solves the challenge of managing IT support requests in a structured and centralized way by consolidating tickets, automating workflows, and improving visibility across the support process. It benefits us by reducing manual ticket handling, improving response and resolution times, and ensuring better accountability through proper assignment and tracking. The built-in automation and reporting also help streamline operations, reduce repetitive tasks, and give better insight into team performance and service efficiency. ### 2. Powerful On-Prem Control, but UI and Maintenance Need Work **Rating:** 2.5/5.0 stars **Reviewed by:** Mircea M. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2026 **What do you like best about SolarWinds Web Help Desk?** 1. on-premises (it's hard to find today a platform you can control) 2. highly configurable **What do you dislike about SolarWinds Web Help Desk?** 1. UI 2. installation/upgrade/maintenance 3. lack of integrations with external systems **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Best for internal IT teams, nice load balancing rules ### 3. Decent ticketing solution for low Budget **Rating:** 4.0/5.0 stars **Reviewed by:** Harshvardhan K. | IT Director, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about SolarWinds Web Help Desk?** 1. Easy to setup 2. Covers all ITSM features 3. Offers customization 4. Offers AD synch & SSO setup 5. Easy to setup and use Email templates **What do you dislike about SolarWinds Web Help Desk?** 1. WHD does not have Change Management 2.Has a classic interface **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 1. Issue Management 2. Handling Requests 3. Handling Incidents 4. SLA and Reports ### 4. Solarwinds review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2025 **What do you like best about SolarWinds Web Help Desk?** Solarwinds helpdesk is very straightforward and easy to use. **What do you dislike about SolarWinds Web Help Desk?** Some product features are outdates and do not work as expected. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Automating help desk repetitive tasks. ### 5. I competent help desk ticketing system with good asset management and search capabilities. **Rating:** 3.0/5.0 stars **Reviewed by:** Michael F. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2023 **What do you like best about SolarWinds Web Help Desk?** Easy to get acquainted with, sound email alerts, integrated asset management software, and powerful search capabilities. Also, owning a software license and running on a local server can be very appealing to those who want local control and hosting without recurring fees. **What do you dislike about SolarWinds Web Help Desk?** Timely updates to the software had been very sporadic in the past, which caused our organization to look for other help desk providers. While it appears that the software is occasionally updated, it isn't at the same rate as competitors. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** It was our school district's help desk system and asset management platform for many years. It provided a queue for our help desk personnel and technicians to address software and hardware issues and eventually resolve them. ### 6. Cost Effective Helpdesk Tool for Operations Management **Rating:** 5.0/5.0 stars **Reviewed by:** Abhineet R. | Cloud Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 02, 2023 **What do you like best about SolarWinds Web Help Desk?** The columnar view and the ability to add customized details allow us to monitor effectively cases raised by multiple teams. The Status of the next action items are clearly highlighted under details and description **What do you dislike about SolarWinds Web Help Desk?** It is a bit slow in loading the objects, and adding custom columns makes it slower. The Hiver option should enlarge the details and not just show them in minute letters **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We use it for Monitoring Cases created for our Client for whom our company is a contractor. Allows our team to communicate effectively when supporting ERP systems support. ### 7. Improved accountability and productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about SolarWinds Web Help Desk?** WHD allows us to track jobs by tech easier and improves productivity and accountability. **What do you dislike about SolarWinds Web Help Desk?** It can be a little cumbersome when customizing your views **Recommendations to others considering SolarWinds Web Help Desk:** You can get the most out of it when you use the integrated asset tracking system **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Accountability, productivity, ticket tracking, adherence to SLAs ### 8. Uncomplicated, gets the job done **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about SolarWinds Web Help Desk?** I like the integration possibilities with other Asset Management products. Having that helps to quickly get to associate clients with their assets and the integration with Dameware helps as well. **What do you dislike about SolarWinds Web Help Desk?** The method of batch roll-outs to other computers is not intuitive. There needs to be some easy guidance in the program itself that helps users to get where they are going. **Recommendations to others considering SolarWinds Web Help Desk:** This solution is a solid offering but does not go for all the features you may find in other more expensive solutions. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Keeping tasks from falling through the cracks. Users are very comfortable with stating that they "told" I.T. and then months later reporting that they could not get what they needed to get done because of "insert excuse here." Requiring a process change that insists on a ticket has helped to reduce that problem. Benefits realized include the ability to see patterns in tickets, which lead to insights into actions we can take to reduce tickets, and improve business processes. ### 9. Friendly Help Desk Solution!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2022 **What do you like best about SolarWinds Web Help Desk?** - Easy to use and create request type. - Can be used by multiple departments - Interface is very easy and friendly to use (Both admin and client) - Processes and Tasks creation **What do you dislike about SolarWinds Web Help Desk?** - The mobile view is not friendly and there is no mobile app. - Feature requests and bug fixing takes a long time to be addressed. - Reporting tool **Recommendations to others considering SolarWinds Web Help Desk:** Keep in mind if you will use the helpdesk with HR department that this doesn't replace the HR solution. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We are using web helpdesk in multiple departments to keep track of the requests and stay organized. ### 10. SolarWinds IT Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Umar H. | Head Of Information Security, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2022 **What do you like best about SolarWinds Web Help Desk?** Solarwinds is one the most comprehensive and best solution in the market. It is like a one-stop shop for most of the organizations. IT service desk is almost mandatory for every organization to keep it running and there is nothing better than SolarWinds out there. **What do you dislike about SolarWinds Web Help Desk?** There are very few cons in SolarWinds; however, ticket locking is one thing that I miss. For example, when a support agent is looking at a ticket it must be locked to make others aware of it. Searching can also be improved, which will be very helpful. **Recommendations to others considering SolarWinds Web Help Desk:** For anyone looking for a service desk solution, SolarWinds is a no-brainer. They have an excellent product along with support. The best thing is that this solution is flexible and can be used by a small company or an enterprise. It is one of the best solutions currently available in the market. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Primarily we use SolarWinds to manage day-to-day IT tasks like user management, network management, and troubleshooting. Moreover, it helps us to track down the amount of work done and typical problems that occur in the company environment. ### 11. Review on solarwinds **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2022 **What do you like best about SolarWinds Web Help Desk?** The best thing is that we got the setup within 4 hours and I also like the navigation is easy and it also has the web-hosted solution with support **What do you dislike about SolarWinds Web Help Desk?** Sometimes there is a lack in report selection. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Scheduling the report is very easy here and it also has the history of the same. ### 12. Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2022 **What do you like best about SolarWinds Web Help Desk?** All in one tool like assest management,tocketing system **What do you dislike about SolarWinds Web Help Desk?** The graphical user interface experience can be made better **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Ticketing ststem - eastmy to manage and caregorise the priority of the tickets Highly used to record assets fir tracking ### 13. Great product with a robust set of features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about SolarWinds Web Help Desk?** SolarWinds WebHelp desk is an affordable and very user-friendly application. We have been able to customize it specifically for our needs. In the past seven years that we have used the software, we have required minimal customer support. **What do you dislike about SolarWinds Web Help Desk?** The software development has been pretty stagnant in that updates supplied have been pretty much only security updates, no real feature updates. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** The SolarWinds WebHelpDesk allows our employees to submit tickets to our IT Department for support. It provides a solution for our IT staff to manage and track issues and offers historical problem resolution. ### 14. Web review **Rating:** 5.0/5.0 stars **Reviewed by:** Shivon T. | Information Technology Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2021 **What do you like best about SolarWinds Web Help Desk?** The user interface is very easy and friendly to use. **What do you dislike about SolarWinds Web Help Desk?** Nothing to dislike about this product ot is a very good product **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Everything is good ### 15. Useful Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2021 **What do you like best about SolarWinds Web Help Desk?** I like that ticket notifications can be sent to multiple parties and department users. **What do you dislike about SolarWinds Web Help Desk?** I wish it had more templates that could be attached, such as reporting an incident. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Quicker Response Times, and clearer organization. ### 16. Easiest Help Desk solution i've used. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2020 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** 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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Streamlined our IT ticketing system. Timely resolution on tickets has improved greatly since this has been implemented. ### 17. Solar winds help desk, simple, easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2020 **What do you like best about SolarWinds Web Help Desk?** Pretty simple to setup. Good functionality. Pre built categories and customizable categories. **What do you dislike about SolarWinds Web Help Desk?** Just looks like an old school ticket system. **Recommendations to others considering SolarWinds Web Help Desk:** This is a very straightforward product. Easy to use, lots of built in ticket metrics and easily customized. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Easy customer ticket submitting. Easily managed by the IT team ### 18. Works great if you don't open new tabs. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2019 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** It's a great work order system and pairs great with its asset management. Lost of great reports can be made using this program. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 19. SolarWinds Web Helpdesk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2019 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** 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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 20. Solarwinds WHD **Rating:** 4.0/5.0 stars **Reviewed by:** safeer a. | Network Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2019 **What do you like best about SolarWinds Web Help Desk?** It has all the options required for a Helpdesk software with integration to other modules of solarwinds. **What do you dislike about SolarWinds Web Help Desk?** It is not very cost effective and its licensing is quite higher as compared to other helpdesk product. **Recommendations to others considering SolarWinds Web Help Desk:** 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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We are allowing our customers to report to us issues they face on daily basis regarding the application that we have deployed. ### 21. Solarwinds WHD **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2019 **What do you like best about SolarWinds Web Help Desk?** It has all the options required for a Helpdesk software with integration to other modules of solarwinds. **What do you dislike about SolarWinds Web Help Desk?** It is not very cost effective and its licensing is quite higher as compared to other helpdesk product. **Recommendations to others considering SolarWinds Web Help Desk:** 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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We are allowing our customers to report to us issues they face on daily basis regarding the application that we have deployed. ### 22. Great HelpDesk for the Cost and Features **Rating:** 5.0/5.0 stars **Reviewed by:** Lee A. | Vice President, Chief Information Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2018 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** Try before you buy! **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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! ### 23. Have used Web Help Desk for last 4 years **Rating:** 2.5/5.0 stars **Reviewed by:** Bryan V. | Help Desk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2018 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** 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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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). ### 24. Solar Winds for your business **Rating:** 5.0/5.0 stars **Reviewed by:** Lynn S. | Student Applications Coordinator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about SolarWinds Web Help Desk?** Easy to use, has features that benefit our business. **What do you dislike about SolarWinds Web Help Desk?** There is a slight learning curve since it contains so much valuable information. **Recommendations to others considering SolarWinds Web Help Desk:** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Inventory of product and parts, history of repairs and issues related to our hardware. Tracks individual work projects. ### 25. Excellent program for both support and asset tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2019 **What do you like best about SolarWinds Web Help Desk?** Web based, easy to follow up with, ease of use for end users creating tickets. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** Use the trial and you will be surprised about how versatile and easy this is to organize your help desk needs **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 26. Customization is easy but the reporting power is lacking **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about SolarWinds Web Help Desk?** That tickets can escalate/deescalate and get assigned to tech automatically. Project tickets can be created automatically too. **What do you dislike about SolarWinds Web Help Desk?** Their reporting tool is slow and making custom reports right from the tables is near impossible **Recommendations to others considering SolarWinds Web Help Desk:** I'm not sure that support will continue on this product, don't buy **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** It provides us a way to categorize requests and provide transparency with the organization on what we are working on ### 27. The Most Versatile Help Desk System I have used. **Rating:** 5.0/5.0 stars **Reviewed by:** John C. | Network Engineer, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** Try a demo of it. Call support and schedule assistance so they can show you some of the more advanced features. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 28. WebHelp Desk--Documentation Times Three **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 29. Solar winds for monitoring **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2019 **What do you like best about SolarWinds Web Help Desk?** Inventory details maintenance by the tool **What do you dislike about SolarWinds Web Help Desk?** Solar wind is not able to resolve issue by itself sometime **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Network monitoring and incident response ### 30. Recommended help desk software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Biotechnology | Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2019 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** Sometimes it becomes slow which makes me have to update it again so that I can work again in a fluid way. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** WebHelpDesk has helped us in the speed-up of incidents and problems, the organization of assets, the approval of changes between other tasks. ### 31. Very poor HelpDesk software **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2019 **What do you like best about SolarWinds Web Help Desk?** The dashboard allows for a lot of customization, but not necessarily the best implementation. **What do you dislike about SolarWinds Web Help Desk?** Very cluttered and disorganized HelpDesk solution with little to offer in the way of moving tickets out of a main queue into individual responsibility. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** General tech support on a university campus, with proficiency in using that software it becomes a very fast method of categorizing issues. ### 32. Efficient Help desk tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2018 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** Easy to use, Easy to implement, and dead on tracking, all make this a wonderful software to use **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We solve all of our requests, upgrades, and new implementation - either Hardware or software, with web help desk. ### 33. Great online ticket platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony P. | Relative Home Assessment Services (RHAS) Staff Assistant, Mental Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** Create a mobile platform and mobile website. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 34. SolarWinds Fails **Rating:** 0.5/5.0 stars **Reviewed by:** Scott H. | Owner Principal, Internet, Enterprise (> 1000 emp.) **Reviewed Date:** January 24, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** I would look elsewhere. Gartner has other much better options for you to look at. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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 ### 35. Reliability system, slow to update **Rating:** 2.0/5.0 stars **Reviewed by:** William K. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2018 **What do you like best about SolarWinds Web Help Desk?** Automated ticket creation based on schedules. Customized statuses which can be tuned to SLAs. SQL Server Backend. **What do you dislike about SolarWinds Web Help Desk?** Slow update cycle. Very dated iOS applicaion. Cannot create tickets from within iOS applicaiton. Inventory system severely lacking. **Recommendations to others considering SolarWinds Web Help Desk:** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Better management of ticket queues, communication with end users. Also clearer insights into responsiveness. ### 36. Solarwinds Patch Manager is good for keeping track of IT issues. **Rating:** 4.0/5.0 stars **Reviewed by:** Nicholas C. | LIS Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 37. Web Help Desk - Ease of use **Rating:** 3.5/5.0 stars **Reviewed by:** Ravi K. | Founder Director, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** The solution could do well with providing customization options for Dashboards and generation of charts. **Recommendations to others considering SolarWinds Web Help Desk:** Consider it for its simplicity **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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 ### 38. SolarWinds Web Help Desk is awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan S. | Educational Technology Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** Build it in-house on your own server. Join the community and ask questions. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** SWHD helps use manage our call volume and prioritize user issues. ### 39. Customizable and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We use the Web Help System for requesting and assigning of special projects and tasks ### 40. Solarwinds Web Help Desk Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** This is a great product and simple to configure and use. They have one of the best Tech support teams. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We can track the departmental tickets as well as the IT ones. All out departments use this, not just IT. ### 41. I believe that I'm groing more in fond of SolarWinds Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2017 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** If anyone if looking for flexibility and stability this is it. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 42. Detailed and thorough help desk solution **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony M. | Technology Specialist, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** The UI is not very pretty. It does the job, definitely, but they can improve the look and feel a lot. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Help desk for multiple districts. Reporting and managing problems and solutions. ### 43. Amazing help desk software and asset management solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2018 **What do you like best about SolarWinds Web Help Desk?** WebHelpDesk allows for you to collect and organize information in such a way keeps your department streamlined and efficient. **What do you dislike about SolarWinds Web Help Desk?** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Efficiency in data organization, streamlining support queues, organizing assets and keep track of who comes in for what reasons. ### 44. helpdesk all day long **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2018 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** we can escalate and deescalate so easy. ### 45. Not smooth... **Rating:** 0.5/5.0 stars **Reviewed by:** Steve S. | IT Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2018 **What do you like best about SolarWinds Web Help Desk?** Everything is in one place. You can do some custom reporting. **What do you dislike about SolarWinds Web Help Desk?** You can't customize it to your needs. It's slow and resource intensive. It's not intuitive at all. **Recommendations to others considering SolarWinds Web Help Desk:** Find something else **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Support ticket management ### 46. A complete help desk solution for your organisation **Rating:** 3.5/5.0 stars **Reviewed by:** Chinmay C. | IT Infrastructure Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2017 **What do you like best about SolarWinds Web Help Desk?** The incident management Ease of use Excellent UI Ease of deployment Integration with NPM Ticking system Action rule customisation **What do you dislike about SolarWinds Web Help Desk?** The help desk tool should be more flexible The approval system have many flaws Asset management is not high standard **Recommendations to others considering SolarWinds Web Help Desk:** Nice service desk and incident management It is mostly configurable So the result of this tool is in your hands **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Incident management Problem management Asset management Service requests ### 47. As a user, not an IT staff member, it seemed to work well **Rating:** 3.0/5.0 stars **Reviewed by:** Aaron S. | Senior Public Relations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about SolarWinds Web Help Desk?** The user interface was intuitive and simple. No frills, but it got the job done. **What do you dislike about SolarWinds Web Help Desk?** Nothing really. As a user, not an IT staff member, the functionality seemed adequate. **Recommendations to others considering SolarWinds Web Help Desk:** Seemed adequate from an end user standpoint. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Submitting IT-related problems to our IT team. ### 48. Web Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** robert h. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2017 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** 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 problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 49. Good system but really needs updating **Rating:** 1.5/5.0 stars **Reviewed by:** John M. | Mac Engineering Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2017 **What do you like best about SolarWinds Web Help Desk?** 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 about SolarWinds Web Help Desk?** 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 SolarWinds Web Help Desk:** If you rely heavily on mobile, you might want to consider another solution. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ### 50. Great Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2017 **What do you like best about SolarWinds Web Help Desk?** Ability to customize the ticketing system to fit or needs. **What do you dislike about SolarWinds Web Help Desk?** Some of the customization to the system required us to manually go in and edit files. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ## SolarWinds Web Help Desk Discussions - [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) - 1 comment, 1 upvote - [View SolarWinds Web Help Desk pricing details and edition comparison](https://www.g2.com/products/solarwinds-web-help-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-31+19%3A39%3A32+-0500&secure%5Bsession_id%5D=23430d0b-7d39-40a4-b485-6b21eaf9d36e&secure%5Btoken%5D=92bcd8797adc6ea17d19e68bc188bb8aab75397321c5b135a155fb965678e14a&format=llm_user) ## SolarWinds Web Help Desk Integrations - [N-able N-central](https://www.g2.com/products/n-able-n-central/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) ## SolarWinds Web Help Desk Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top SolarWinds Web Help Desk Alternatives - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,289 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (951 reviews)