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. Review collected by and hosted on G2.com.

One thing I dislike about SolarWinds Web Help Desk is that the UI feels outdated compared to newer help desk platforms, especially for admins who spend a lot of time in the system daily.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. Review collected by and hosted on G2.com.

1. on-premises (it's hard to find today a platform you can control)

2. highly configurable Review collected by and hosted on G2.com.

1. UI

2. installation/upgrade/maintenance

3. lack of integrations with external systems Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

1. WHD does not have Change Management

2.Has a classic interface Review collected by and hosted on G2.com.

Solarwinds helpdesk is very straightforward and easy to use. Review collected by and hosted on G2.com.

Some product features are outdates and do not work as expected. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 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 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.