Likelihood to Recommend SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Read full review SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
Read full review 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. Read full review Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts. Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more. knowledge base links directly to tickets, so repeat issues are easy to solve. Read full review Cons Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login. Setting up new techs with the building they are responsible for can be a little messy Read full review There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely). There is a lot to learn with this solution so reaching out to their Support is crucial. Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for. Read full review Likelihood to Renew 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.
Read full review Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
Read full review Usability 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.
Read full review SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
Read full review Reliability and Availability Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Read full review Performance No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Read full review Support Rating 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
Read full review I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Read full review In-Person Training My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
Read full review Online Training Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
Read full review Implementation Rating 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.
Read full review In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
Read full review Alternatives Considered Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
Read full review SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
Read full review Contract Terms and Pricing Model When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
Read full review Scalability Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
Read full review Professional Services Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
Read full review Return on Investment Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization. I challenge you to find a better product for the price! Our documentation has improved since we implemented SolarWinds Web Help Desk Read full review How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace. Intuitive interface. Integration to Outlook. Easy reporting. It has a very user-friendly interface and effective management capabilities. Read full review ScreenShots SolarWinds Web Help Desk (WHD) Screenshots