What users are saying about
25 Ratings
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Score 7.5 out of 101

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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 profile photo

Feature Rating Comparison

Incident and problem management

SolarWinds Web Help Desk
7.8
Organize and prioritize service tickets
SolarWinds Web Help Desk
8.3
Expert directory
SolarWinds Web Help Desk
6.9
Service restoration
SolarWinds Web Help Desk
8.3
Self-service tools
SolarWinds Web Help Desk
8.5
Subscription-based notifications
SolarWinds Web Help Desk
8.9
ITSM collaboration and documentation
SolarWinds Web Help Desk
6.7
ITSM reports and dashboards
SolarWinds Web Help Desk
7.3

ITSM asset management

SolarWinds Web Help Desk
7.7
Configuration mangement
SolarWinds Web Help Desk
7.9
Asset management dashboard
SolarWinds Web Help Desk
6.6
Policy and contract enforcement
SolarWinds Web Help Desk
8.6

Change management

SolarWinds Web Help Desk
9.1
Change requests repository
SolarWinds Web Help Desk
9.0
Change calendar
SolarWinds Web Help Desk
9.0
Service-level management
SolarWinds Web Help Desk
9.3

Pros

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Eric Krueger profile photo

Cons

  • Some of the initial setup could use better instruction.
  • Customization will grow with experience with the product. Fortunately, there are good forums and support to help with this.
  • Reporting is the same but we have found great help from the vendor and other resources on the web to get our reporting where we want it.
Eric Krueger profile photo

Likelihood to Renew

SolarWinds Web Help Desk7.2
Based on 2 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 profile photo

Usability

SolarWinds Web Help Desk7.1
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 profile photo

Support

SolarWinds Web Help Desk7.0
Based on 1 answer
We've only had a few issues with Web Help Desk, and every time we have contacted SolarWinds they have given us excellent service. We had a problem where Database backups clogged the hard drive and prevented the server from starting back up (which was a critical issue). SolarWinds contacted me in less than 15 minutes after putting in a ticket and the representative was friendly, knowledgeable, and willing to explain best practices to help prevent this from happening again.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.
Michael Santangelo profile photo

Implementation

SolarWinds Web Help Desk8.0
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 profile photo

Alternatives Considered

SolarWinds Help Desk's overall package of tools is superior in our opinion to the other Help Desk products we have evaluated and tried in the past. We selected SolarWinds because the overall ROI was greater and the efficiencies that we could implement immediately made more sense. From a product standpoint, the time from startup to utilization was quicker with less learning curve needed for our staff. End users responded better to the tool and were happier with how tickets were handled. Management was also happier with the types of reporting functions that could allow them to see these efficiencies better.
Eric Krueger profile photo

Return on Investment

  • Ticket lifetime was cut down significantly because of reminders programmed into specific ticket types.
  • The asset management was useful, however it was replaced by other tools like LanSweeper for computers, phones, and printers.
  • It allowed us to track inventory that had been lent out to specific employees. Something we would usually only have Outlook tasks to track.
Zachary Estevez profile photo

Pricing Details

SolarWinds Web Help Desk

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