What users are saying about
31 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

SolarWinds Web Help Desk

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk
9.5
Organize and prioritize service tickets
SolarWinds Web Help Desk
9.6
Expert directory
SolarWinds Web Help Desk
9.5
Subscription-based notifications
SolarWinds Web Help Desk
9.6
ITSM collaboration and documentation
SolarWinds Web Help Desk
9.1
Ticket creation and submission
SolarWinds Web Help Desk
9.4
Ticket response
SolarWinds Web Help Desk
9.1

Self Help Community

SolarWinds Web Help Desk
8.6
External knowledge base
SolarWinds Web Help Desk
7.7
Internal knowledge base
SolarWinds Web Help Desk
9.5

Multi-Channel Help

SolarWinds Web Help Desk
8.0
Customer portal
SolarWinds Web Help Desk
9.1
Social integration
SolarWinds Web Help Desk
5.9
Email support
SolarWinds Web Help Desk
8.5
Help Desk CRM integration
SolarWinds Web Help Desk
8.6

Pros

SolarWinds Web Help Desk

  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV | TrustRadius Reviewer

Cons

SolarWinds Web Help Desk

  • 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
Michael Santangelo | TrustRadius Reviewer

Likelihood to Renew

SolarWinds Web Help Desk

SolarWinds Web Help Desk 9.1
Based on 3 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | TrustRadius Reviewer

Usability

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | TrustRadius Reviewer

Support

SolarWinds Web Help Desk

SolarWinds Web Help Desk 8.2
Based on 3 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Implementation

SolarWinds Web Help Desk

SolarWinds Web Help Desk 8.0
Based on 1 answer
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.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.
Michael Santangelo | TrustRadius Reviewer

Alternatives Considered

SolarWinds Web Help Desk

BMC Track-It! was my first choice for a help desk solution, but we chose SolarWinds Web Help Desk primarily based on cost alone, a now regrettable decision. Track-It! is a far superior product and is better than SolarWinds WHD in every way. That being said, for the cost and what we needed it to do, WHD has performed as expected.
Tim Twiss | TrustRadius Reviewer

Return on Investment

SolarWinds Web Help Desk

  • Faster service when it comes to fixing issues.
  • Able to go back on tickets and see what was previously done on repeated issues.
  • Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

SolarWinds Web Help Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

SolarWinds Web Help Desk
9.2

Likelihood to Renew

SolarWinds Web Help Desk
9.1

Usability

SolarWinds Web Help Desk
7.1

Support

SolarWinds Web Help Desk
8.2

Implementation

SolarWinds Web Help Desk
8.0

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