UB

Verified User in Biotechnology

Enterprise (> 1000 emp.)

7/31/2017

"Solar Winds Review"

3/5

What do you like best about SolarWinds Web Help Desk?

Web based application and is very easy to use. Has a very basic approval workflow. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

Limited capabilities with screen design. Very basic/simplistic design capability. Very limited workflow approvals Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

provide basic help desk service ticketing - ticket management is pretty easy. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

Centralized ticketing system with a limited approval capability. Able to track security changed and requests from users to stay within SOX compliance. Review collected by and hosted on G2.com.

JB

John B.

Helpdesk Analyst

Mid-Market (51-1000 emp.)

10/20/2016

"Functional."

0/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

Integrate your Knowledge Database before attempting to use the FAQ system. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

MS

Mitchell S.

Mid-Market (51-1000 emp.)

12/1/2016

"Good bones, just needs some skin"

3.5/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

A good program for the shop, but needs some polishing to improve the client-side experience. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

BK

Benjamin K.

Medical Support

Public Relations and Communications

Enterprise (> 1000 emp.)

10/31/2016

"Solar winds is very useful with a few limitations. "

4/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

AF

Verified User in Financial Services

Mid-Market (51-1000 emp.)

1/25/2017

"Great user interface. "

5/5

What do you like best about SolarWinds Web Help Desk?

Able to track work and look up old tickets. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

sometimes interface can be slow. Gets better with every update Review collected by and hosted on G2.com.

CE

Verified User in Education Management

Mid-Market (51-1000 emp.)

10/20/2016

"Its an ok helpdesk product. "

2.5/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

It gets really slow as there are more tickets in there. The spam filtering for tickets via email isn't that great. Review collected by and hosted on G2.com.

DW

Dakota W.

Salesforce Support Administrator

Consumer Electronics

Enterprise (> 1000 emp.)

4/11/2016

"Good Customization Options and Reporting"

3.5/5

What do you like best about SolarWinds 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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

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. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

HelpDesk Ticketing, Access Approval Requests Review collected by and hosted on G2.com.

KW

Katrina W.

Instructional Designer

Higher Education

Small-Business (50 or fewer emp.)

7/16/2015

"Solar Winds Performs"

3/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

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. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

CH

Cori H.

IT Specialist II / Help Desk Coordinator

Hospital & Health Care

Mid-Market (51-1000 emp.)

3/23/2015

"Full featured, reasonable price."

4/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

We have had a number of unexpected outages that negatively impact our productivity. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

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. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.

TH

Terrance H.

IT Infrastructure

Information Technology and Services

Small-Business (50 or fewer emp.)

4/21/2015

"SolarWinds Web Help Desk Review"

5/5

What do you like best about SolarWinds Web Help Desk?

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. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

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 Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

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. Review collected by and hosted on G2.com.