#1 most frequent
United States of America
85.1%57 installations of 67
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.
Categories & Use Cases
Media
1 / 6
Top Performing Features
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Areas for Improvement
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Who Buys & Uses SolarWinds Web Help Desk (WHD)
#2 most frequent
Canada
7.5%5 installations of 67
#3 most frequent
Australia
3.0%2 installations of 67
Reasonable software for IT ticketing and more
Use Cases and Deployment Scope
We needed a ticketing system for IT as well as a purchase approval process and onboarding/offboarding ticket with checklist. This was able to do it all. We still haven't integrated it with SolarWinds Orion which it can do as well. We didn't have the funding to go with something like Service Now and I like Web Help Desk's UI better which is customizable
Pros
- Integration with Active Directory
- Integration with email
- Checklist for onboarding and offboarding
- approval flows
Cons
- I have had problems with upgrades that break the system and have to restore snapshot prior to upgrade
- The UI isn't as intuitive as it could be but I think it is better than SNOW
- Documentation isn't always as helpful as it could be
Return on Investment
- Not sure about ROI but we now have hard data for the work we are doing
- This was something that management wanted and it has made them happy
- Reporting has been useful to see what tasks are taking most of our time
Usability
Other Software Used
SolarWinds Access Rights Manager (ARM), Veeam Data Platform, CyberArk Privileged Access Management
WHD Saves the day!
Use Cases and Deployment Scope
I use SolarWinds Web Help Desk (WHD) across the entire organization, teachers/principals are responsible for submitting a ticket when experiencing a technology issue or request. We did use it for laptop and Chromebook inventory, it included helpful information such as purchase order, price, date and location deployed. We used to use an excel spreadsheet to keep track of tickets, who was responsible for resolving them and any notes the user had.
Pros
- Active Directory Integration
- Asset managment
- User and tech both receive emails upon entry
- Easy to use interface
- Great reporting functions
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
- I would like to see the UI updated. It looks old, even in the latest releases.
Return on Investment
- I enjoy I can continue running the software on my internal servers, the cloud is more expensive while providing minimal benefit to our organization
- Cost per technician license is minimal
Usability
Other Software Used
SolarWinds Serv-U, SolarWinds IP Address Manager (IPAM), FortiClient, HPE Alletra, Aruba ClearPass, FortiEDR, Aruba Networks Wireless WAN
SolarWinds Web Help Desk - the best of the best - forget the rest!
Use Cases and Deployment Scope
We utilize the SolarWinds Web Help Desk both internally within our organization and we support "outside" entities that utilize our Public Safety Application and/or hardware. We tried out a demo and the product and decided to make it permanent in our environment. We use this track for re-occurring issues, as a knowledge base, and to measure the performance of our service. This has been a very valuable tool for our organization.
Pros
- SolarWinds Web Help Desk was easy to implement and maintain
- Support behind the product is phenomenal
- SolarWinds is great about notifying customers about product updates
- Owners / Users of the product can make suggestions to SolarWinds to help make improvements or feature requests
Cons
- I have been a user for over 8 years and the product continues to exceed my expectations!
- I am amazed at the fact that the users have an impact on how the product continues to evolve
- Continued efforts put forth on the security of all the SolarWinds products have been amazing
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
Alternatives Considered
CA Service Management and with CA Service Desk Manager
Other Software Used
SolarWinds Database Performance Monitor (formerly VividCortex), SolarWinds Engineer's Toolset, SolarWinds Dameware Remote Support (DRS)
SolarWinds Web Help Desk--Great ticketing and tracking system
Use Cases and Deployment Scope
We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues and account creation requests through the college systems. End users who have issues can send in an email and leave a voice message and those are created into tickets. Use can also log into SolarWinds Web Help Desk and manually create their own ticket.
Pros
- Ticket Creation and Completion Tracking
- Assets Management and Reservations
- FAQs management
Cons
- Mobile App
Return on Investment
- Easy for users to submit tickets - saves time
- Easy for technicians to see their workload - saves time
Other Software Used
Brightspace, Adobe Captivate, Microsoft 365 (formerly Office 365)
Usability
Clunky and dated
Use Cases and Deployment Scope
SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), Facilities/Maintenance, HR and possibly others.
Pros
- Easy to view tickets for department and self.
- Easy to assign tickets to techs.
- Easy to create email in ticket to send to user.
- Advanced ticket search capabilities.
- Ticket emails show all details of ticket.
Cons
- Clunky, dated interface.
- Interface doesn't always work. Sometimes have to click multiple times to get something to work.
- No categories for tickets.
- It is not possible to unmerge tickets in the technician interface. You have to go into the database to do this.
Return on Investment
- It provides a way to track support requests in IT, Data, HR and Facilities without incurring a huge software cost.
- It does not provide a way to manage our IT assets which makes it more difficult to manage the assets.
- It is not the most intuitive software for techs to use, which can make it hard for them to come up to speed on it.
Other Software Used
Microsoft 365 (formerly Office 365), Synology DiskStation, ConnectWise Control (formerly ScreenConnect)
