Overview
What is SolarWinds Web Help Desk (WHD)?
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.
SolarWinds Web Help Desk - the best of the best - forget the rest!
SolarWinds Web Help Desk--Great ticketing and tracking system
Clunky and dated
WHD Saves the day!
Solid held desk offering with some shortcomings
Why we strongly recommend SolarWinds after over a decade of sales and use.
Great ticketing system to identify and resolve problem areas
Streamlines IT operations
No More "Can I open a ticket please?"
SolarWinds Help Desk will help you streamline your support
No-frills help desk ticketing system
Help! Desk.
SolarWinds Web Help Desk is an adequate solution, but there are better options out there.
SolarWinds WHD Review
Good Product That Requires Tailoring
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Expert directory (13)10.0100%
- Subscription-based notifications (17)9.898%
- Organize and prioritize service tickets (19)9.898%
- ITSM collaboration and documentation (14)9.090%
Pricing
What is SolarWinds Web Help Desk (WHD)?
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.8Organize and prioritize service tickets(19) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 10Expert directory(13) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.8Subscription-based notifications(17) Ratings
Users subscribe to notifications for ticket updates
- 9ITSM collaboration and documentation(14) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.9Ticket creation and submission(9) Ratings
Users and agents can easily enter new support requests.
- 9.9Ticket response(9) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9.4External knowledge base(6) Ratings
Customers can self-service by searching through help articles.
- 9.4Internal knowledge base(8) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 9.7Customer portal(8) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 10Social integration(4) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.8Email support(9) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8Help Desk CRM integration(4) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
What is SolarWinds Web Help Desk (WHD)?
SolarWinds Web Help Desk (WHD) Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
SolarWinds Web Help Desk (WHD) Screenshots
SolarWinds Web Help Desk (WHD) Videos
SolarWinds Web Help Desk (WHD) Competitors
SolarWinds Web Help Desk (WHD) Technical Details
Deployment Types | On-premise |
---|---|
Operating Systems | Windows |
Mobile Application | No |
SolarWinds Web Help Desk (WHD) Downloadables
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(53)Community Insights
- Business Problems Solved
- Recommendations
SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, teachers and administrators utilize the software to report technology issues, providing the Tech Department with important information to address these problems. This has resulted in improved efficiency in the ticketing system and better support for end users. Additionally, SolarWinds WHD is used by multiple departments within the district, such as IT, Data, Facilities/Maintenance, and HR, to support users and provide application support.
Furthermore, universities have found great value in using SolarWinds Web Help Desk as their primary ticketing system. By automatically delegating tasks to the appropriate technicians and integrating with other systems like mobile device management or email, the software streamlines the process of addressing technical issues and requests from students, faculty, and staff.
In another instance, a college's IT Helpdesk relies on SolarWinds Web Help Desk to manage work orders and trouble tickets. By providing a central management point for data and enabling effective communication with both internal and external users, the software helps track issues, manage workload, and effectively prioritize tasks.
Additionally, SolarWinds Web Help Desk serves as a centralized help desk platform for various organizations. It supports IT support teams as well as those focusing on EMR support, data analytics support, and facilities/supply requests. The software's ability to effectively communicate with a large user base while providing a centralized tracking database for performance metrics has proven invaluable.
Overall, SolarWinds Web Help Desk caters to the diverse needs of different organizations by offering a flexible and efficient solution for managing technical issues, improving responsiveness, and providing clear reporting for problem areas. Users have praised its customization options, fast tech assistance, centralized database features, and integration capabilities with other systems.
The users have made several recommendations for SolarWinds Web Help Desk based on their experiences. Here are the three most common recommendations:
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Consider other options instead of SolarWinds Web Help Desk: Some users suggest exploring alternative help desk solutions, indicating that SolarWinds Web Help Desk may not meet all their requirements. This recommendation highlights the importance of thoroughly evaluating different options before making a decision.
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Try the trial version first: Users recommend taking advantage of the trial offer provided by SolarWinds Web Help Desk. By using the trial, organizations can assess the versatility and ease of use in organizing help desk needs, helping them determine if it aligns with their requirements.
-
Customize and configure carefully: Reviewers emphasize the need to take time and carefully customize and configure SolarWinds Web Help Desk to suit specific organizational needs. They advise organizations to evaluate which features will be most beneficial before going live with the product.
These recommendations provide valuable insights into how users perceive SolarWinds Web Help Desk, helping potential customers make informed decisions about whether it is the right solution for them.
Attribute Ratings
Reviews
(1-4 of 4)- Ticket Creation and Completion Tracking
- Assets Management and Reservations
- FAQs management
- Mobile App
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 80%8.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 90%9.0
- Internal knowledge base
- 90%9.0
- Customer portal
- 100%10.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 80%8.0
- Easy for users to submit tickets - saves time
- Easy for technicians to see their workload - saves time
- Ticket Creation
- FAQs
- Asset Tracking
- Price
- Product Features
- Product Usability
- Product Reputation
- Implemented in-house
They do a good job of telling you what you need to do in steps.
Don't skip steps or you will mess up the updates.
- Trying to install updates without reading upgrade notes.
- Submitting tickets
- I haven't used the parts tracker yet.
They need a mobile app.
Streamlines IT operations
- Patch management
- Remote login and remote management
- Asset reporting
- Pricing could be more competitive
- Better patch deployment tools
- Better Mac OSX support
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 60%6.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 90%9.0
- External knowledge base
- 80%8.0
- Internal knowledge base
- 90%9.0
- Customer portal
- 90%9.0
- Social integration
- 50%5.0
- Email support
- 80%8.0
- Help Desk CRM integration
- 90%9.0
- We have reduced costs across the board within our IT Department.
- Migrated from using multiple vendors into one platform.
- We have been able to free up IT staff for other projects.
- remote support for internal and external employees
- Patch management of desktop and servers
- Hardware monitoring
- the scripting and deployment of scripts is great
- being able to remote into servers\desktops
- monitoring hardware remotely
- streamline IT operations
- provide support to our customer not just internal staff
- security of internal and external employees
SolarWinds WHD Review
- Keeps us organized
- Accepts incoming email
- Decent reporting
- AD integration
- Layout can be confusing
- Integration with other products (ex: Lansweeper)
- Organize and prioritize service tickets
- 70%7.0
- Expert directory
- N/AN/A
- Subscription-based notifications
- 50%5.0
- ITSM collaboration and documentation
- 70%7.0
- Keeps us organized.
- Helps us track stuff we're working on and get an idea of what the status is across the department.
- Reporting for higher ups to see what exactly IT is working on.
- IT issues organization
- Reporting for CTO and COO
- We don't have users email in tickets.
- We don't have users get notified of the tickets being created.
- Possibly used to track requests for office services (supplies and other office related needs)
- Merging tickets
- Assigning tickets
- Creating tickets
- Setting up alerting
- dashboard not very good
Web Help Desk Will Help Your I.T. Staff Be The Most Popular People In Your Organization
- Client/Location History Is Very Helpful
- AD/LDAP Integration Is Easy
- SolarWinds Support Is Very Responsive
- DameWare Remote Control Integration Is Useful
- FAQ System Is A Big Time Saver
- Messages System Helps Prevent A Flood Of Tickets Over Known Issues
- Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
- Intermittent UI bugs (e.g.: fields disappear until page refreshes)
- AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
- Reports can be tricky to write
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 80%8.0
- Subscription-based notifications
- 80%8.0
- ITSM collaboration and documentation
- 80%8.0
- Decreased costs (SolarWinds Web Help Desk was much cheaper than our previous solution) is a BIG positive impact
- Great tracking of users and locations for ticket history is also a great positive impact (we can be aware of issues)
- Allows easy communication with end users which increases customer service is another plus
- End Users Needing to Report Issues
- Technicians Needing to be Aware of Issues
- Managers Being Able to See Metrics Via Reports
- End Users Being Able to Check the Status of their Reported Issues
- Technicians and Managers Being Able to see Trends in Problems
- We have been able to assign a price to parts that are used in repairs for devices that are out of warranty (and in warranty, though they don't get charged for these) so that building administrators can be aware of the costs of their staff not properly maintaining equipment).
- We are able integrate Dameware Remote Control into SolarWinds Web Help Desk to immediately remote control a computer that a person has reported a problem on.
- We have been able to use SolarWinds Web Help Desk to keep track of mobile inventory that travels throughout the building by keeping notes of where each device has been found and when.
- We may be able to replace an inventory tracking client we install on all machines by having our list of inventory entirely inside Web Help Desk.
- We may be able to use Web Help Desk to keep track of NJ One Call reports by having the call out emails generate a ticket that can be dealt with and recorded.
- We would like to be able to create a troubleshooting guide via FAQ that link to other FAQ (I cannot login -> Click here for unable to login to any computer, Click here for unable to login to only one computer, etc)
- Price
- Product Features
- Product Usability
- Implemented in-house
Second, we made a completely new VM and deployed the provided image from SolarWinds. We did a few tweaks (SSL mostly, to get good ratings in terms of security) and did a little bit of side-by-side comparison since we got the test box working exactly the way we wanted. Having the two VMs side by side made it very easy to compare and fix features that we almost would have forgotten.
Third, we made a quick demonstration of the site and it's features for both some of the tech staff and for the general district users, since it is a very different system compared to the one we had used before (Schoolwires Assist).
- SSL Certificates in Tomcat were tricky since we had nothing but Windows Certificate Files which had to be converted.
- We did an update and it broke the licensing until we contacted SolarWinds and had them reset our license.
- There are a lot of small tweaks to do to get decent security ratings for Qualys.
- The asset import tool is quirky and requires following a VERY predefined format.
I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.
When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
- Self-taught
They get a 7 because once during initial setup we were encountering problems with SSL certificates in Tomcat and the answer they provided us was a little less than satisfactory. We have our SSL certificates issued primarily as Windows PFX/PKC12, and Tomcat only accepts JKS. We were trying to get help on the conversion and SolarWinds kind of left us in a lurch. Thankfully, some people in the support forums had a solution and were able to help us out.
- Entering New Tickets Is Easy For Clients
- Assigning Assets to Rooms and Buildings Is Easy For Technicians
- Creating FAQ Solutions is Easy For Technicians
- Creating Broadcast Messages is Easy For Technicians
- Configuring SSL Can Be Cumbersome in Tomcat
- Changing Assets Around Can Be Cumbersome
- Getting Email Per Queue to Work can be Tricky
- DameWare Remote Control
- Nagios/Zabbix
- NJ One Call
- Chromecast
- File import/export
- Single Signon
- Added security and support for newer SSL Certificate Requirements.
- TomCat upgrades to address security concerns.
- Some fixes with regards to the Java backend for reports and printing.
- Improvements to the messaging system/faq specifically with regards to BBCode.
- Additional report options and a ui to make custom reports simpler.