SolarWinds Web Help Desk Reviews & Product Details

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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

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.

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.

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

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.