What users are saying about
29 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

SolarWinds Web Help Desk

It's well suited for a large organization, as it allows employees to address their issue by opening up a ticket instead of calling in. This keeps track of the issue, and the employee has a record of it. It's basically a self-severs help desk. Employees can open and close their ticket as needed and add the priority level as they see fits the need for the issue.
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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
9.3
Subscription-based notifications
SolarWinds Web Help Desk
9.8
ITSM collaboration and documentation
SolarWinds Web Help Desk
9.3
Ticket creation and submission
SolarWinds Web Help Desk
10.0
Ticket response
SolarWinds Web Help Desk
10.0

Self Help Community

SolarWinds Web Help Desk
10.0
Internal knowledge base
SolarWinds Web Help Desk
10.0

Multi-Channel Help

SolarWinds Web Help Desk
10.0
Customer portal
SolarWinds Web Help Desk
10.0
Email support
SolarWinds Web Help Desk
10.0

Pros

SolarWinds Web Help Desk

  • Tracks tickets by user, department, and issue.
  • Keeps track of assets. E.g. desktops and servers. This feature is great. You don't have to run around looking for the location of an asset.
  • Able to customize and run reports to show activity on employees, departments, or specific issues within the organization
  • Able to locate a previous ticket, see what resolution it had, and use that on future tickets.
  • Able to add Work schedule and vacation options so tickets go the backup tech.
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Cons

SolarWinds Web Help Desk

  • You're not able to make the Lead technician have a secondary email, so that when a ticket is open the manager also receives the email alert that a ticket has been opened.
  • Not able to have one then one lead tech.
  • Not able to add breaks and lunch schedule so that when the lead tech is away on break the tickets go to the backup tech
No photo available

Likelihood to Renew

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.2
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 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 profile photo

Support

SolarWinds Web Help Desk

SolarWinds Web Help Desk 7.0
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 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 profile photo

Alternatives Considered

SolarWinds Web Help Desk

SolarWinds is probably the most basic of the 3 that I've worked with. SolarWinds was selected because it was the cheapest and we just wanted to use something that was fairly quick to set up and get going. Autotask is quite robust and might be a bit too much for what we need. ManageEngine was ok but we just decided to go with SolarWinds at the moment.
Chris John profile photo

Return on Investment

SolarWinds Web Help Desk

  • 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

Screenshots

Pricing Details

SolarWinds Web Help Desk

General

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

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