--- title: SolarWinds Web Help Desk Reviews meta_title: 'SolarWinds Web Help Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 60 reviews by the users' company size, role or industry to find out how SolarWinds Web Help Desk works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 60 scale: '5' date_modified: '2026-08-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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 intuitive. (1 reviews) **What users dislike:** - Users report **outdated features** in SolarWinds Web Help Desk that often fail to function as intended. (1 reviews) - Users find the **missing features** in SolarWinds Web Help Desk detrimental to their overall experience and efficiency. (1 reviews) - Users experience **outdated interface** issues that lead to problems with functionality and user satisfaction. (1 reviews) ## SolarWinds Web Help Desk Reviews ### 1. 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. ### 2. 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 ### 3. 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 ### 4. Functional. **Rating:** 0.0/5.0 stars **Reviewed by:** John B. | Helpdesk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2016 **What do you like best about SolarWinds Web Help Desk?** 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. **What do you dislike about SolarWinds Web Help Desk?** 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. **Recommendations to others considering SolarWinds Web Help Desk:** Integrate your Knowledge Database before attempting to use the FAQ system. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 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. ## 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?filters%5Bnps_score%5D%5B%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+15%3A19%3A52+-0500&secure%5Bsession_id%5D=90799b2e-a55e-4d0d-af3d-b4a584a0c9fc&secure%5Btoken%5D=cc199e21ca8ea8a430cd5a1bc4e4c59fa0e79a0320d43ce0360e1f318abde188&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 - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile 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 - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top SolarWinds Web Help Desk Alternatives - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (244 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,304 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)