SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD)

About TrustRadius Scoring
Score 7.7 out of 100
SolarWinds Web Help Desk (WHD)

Overview

Recent Reviews

Help! Desk.

7 out of 10
July 25, 2017
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
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Popular Features

View all 12 features

Expert directory (13)

9.2
92%

Subscription-based notifications (17)

8.7
87%

Organize and prioritize service tickets (19)

8.6
86%

ITSM collaboration and documentation (14)

7.9
79%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Features Scorecard

Incident and problem management

9.1
91%

Self Help Community

7.5
75%

Multi-Channel Help

8.6
86%

Product Details

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.

SolarWinds Web Help Desk (WHD) Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

SolarWinds Web Help Desk (WHD) Screenshots

SolarWinds Web Help Desk (WHD) Videos

Intruduction to Web Help Desk
Web Help Desk product training

SolarWinds Web Help Desk (WHD) Downloadables

SolarWinds Web Help Desk (WHD) Competitors

SolarWinds Web Help Desk (WHD) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is SolarWinds Web Help Desk (WHD)'s best feature?

Reviewers rate Social integration highest, with a score of 9.9.

Who uses SolarWinds Web Help Desk (WHD)?

The most common users of SolarWinds Web Help Desk (WHD) are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (54)

Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
Jennifer Aguilar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
  • 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
I can't think of any areas where SolarWinds Web Help Desk would not be appropriate. The software can scale to any size organization. You get out of the product what you put into the product if you know what I mean. CaCa in = Caca out! We put forth a good effort in creating groups and categories. I am quite pleased with how we have leveraged the product in our organization. I am also pleased with the support of the product; you have the user group called THWACK and then you always have a direct line into Support or you can open up a case from your Orion console if you have the SWID linked to your installation.
Jonathan Sorrenti | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Ticket Creation and Completion Tracking
  • Assets Management and Reservations
  • FAQs management
  • Mobile App
This is a great ticketing system for users to submit issues for technicians to fix. This is a great system for tracking the work technicians complete. This software is great for asset tracking. This system is great at displaying FAQs that are tied to ticket issues. This wouldn't be a great system for scheduling appointments.
The SolarWinds teams is always available to assist with any issues that come up.
August 25, 2021

Clunky and dated

Score 3 out of 10
Vetted Review
Verified User
Review Source
SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), Facilities/Maintenance, HR and possibly others.
  • 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.
  • 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.
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.
June 29, 2021

WHD Saves the day!

Score 9 out of 10
Vetted Review
Verified User
Review Source
[I use SolarWinds Web Help Desk (WHD)] across the entire organization, teachers/principals are responsible for submitting a ticket when empiercing a technology issue or request.
  • Active Directory Integration
  • Asset managment
  • User and tech both receive emails upon entry
  • Easy to use interface
  • Great reporting functions
  • 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
[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.
Brent Long | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR support, data analytics support, and even for requests to our facilities and supply departments. SolarWinds Web Help Desk (WHD) helps address our ability to communicate with a large user base on virtually any technical support or assistance issues that our staff needs. It also allows for a centralized tracking database on the performance and customer service metrics for my IT staff.
  • Web-based interface compatible with all browsers
  • In-depth ticket class customization
  • SLA settings for ticket queues
  • Integration with other software platforms
  • Reporting functionality is limited and confusing
  • User interface customization is extremely limited
  • End-user layout can be confusing
  • Admin roles do not provide a universal view
  • Tickets do not always show up in the admin queue
SolarWinds Web Help Desk (WHD) is a great tool for a smaller shop that needs an all-in-one solution for help desk functionality, and the added ability to track parts inventory, assets, and ticket labor costs is a plus. The reporting functionality struggles are a big complaint of mine from an administrator role because the pre-made ticket reports are lackluster at best and frustrating at worst. The cost per technician license is roughly on-par with other competition, but my familiarity with the free Spiceworks Help Desk and the functionality it offers makes that cost justification tough in these turbulent financial times. In larger companies with user bases exceeding 500--or technician counts exceeding 10--you're looking at a sizable annual investment in a product that you may not fully utilize because it overlaps with other products within the organization, such as asset management, cost tracking, and technician management.
Marc Shaffer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
As a SolarWinds Reseller and user, we often need to avail ourselves of their tech assistance. They have always been fast and responsive in helping us solve our tech issues. However, since the backup software is so easy to use and incredibly reliable it is a rare opportunity for us to interact with Support. However, when we do need them, they are very responsive and provide great follow-up. We recommend SolarWinds very highly.
  • Follow-through
  • Quick response
  • Respectful and knowledgeable
  • Always willing to help
  • If there is a tough question, they willingly bring in engineers and others to assist.
  • More support materials. Videos on certain functions, etc.
  • More easily brand-able materials.
  • Wracking my brain to think of more, but honestly, I can't.
They have access to and can quickly provide answers to almost every question. On things that are more difficult, they bring in engineers, marketing and more to get fast and accurate answers. If I could think of a negative I'd mention it here, but I can't think of any. SW is a strong company, easy to deal with and they provide fine products that require little support as they just install and run as they are supposed to work. In all the years we have been dealing with them we have found them to be a great provider. Their Help Desk and Tech staff work very well with our techs and that makes things go fast and smooth.
See the answers to all the other questions and it is easy to see why we give it this rating.
Score 9 out of 10
Vetted Review
Reseller
Review Source
We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire organization. SolarWinds has helped our IT and development teams be more responsive to staff and customers. It provides clear reporting for our problem areas and how to reduce our support ticket count.
  • The reporting is great and shows our IT and Development teams what issues are causing the most amount of support tickets.
  • Tracks tickets by user, department, issue, and status of ticket.
  • Customization is great and you add custom fields to fit your exact needs.
  • Better integration with 3rd party software providers.
  • Wish there were better reporting templates.
  • Technical support needs some work since it's inconsistent with SolarWinds. But most solutions can be found online.
SolarWinds Web Help Desk is great as a support ticketing system. You get clear reports with what areas are causing the most amount of issues. We use it both as an internal and external ticketing system. The internal ticketing system is used by our inter IT staff and the external ticketing system is for users to enable our EMR customers to be able to submit support tickets. I wish SolarWinds provided better integration enterprise-level accounting software.
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.
September 28, 2019

Streamlines IT operations

Score 10 out of 10
Vetted Review
Reseller
Review Source
We use SolarWinds for our internal IT operations and it is being used across our entire organization.
  • Patch management
  • Remote login and remote management
  • Asset reporting
  • Pricing could be more competitive
  • Better patch deployment tools
  • Better Mac OSX support
It's great for internal IT departments and management of desktops, laptops, and servers. It is less suited in data centers.
Overall, we have been satisfied with our deployment of SolarWinds Web Help Desk.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have been using SolarWinds Help Desk across our whole organization to better support our employees when an issue arises. This product has created a more efficient way of communicating issues within the organization by opening a ticket.
  • 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.
  • 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
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.
Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and our end users are happier with the level of support received. Customized reporting has allowed us to track all metrics and make our service better overall.
  • 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.
  • 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.
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.
John Mahlman IV | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
Our university uses Solarwinds Web help Desk as our primary ticketing system for students, faculty, and staff. It helps delegate tasks automatically to the appropriate techs within the information systems department. We also have it connected to our mobile device management system which allows asset information to be added to each ticket automatically if a user has a system enrolled.
  • 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.
  • The Web Help Desk mobile application for iOS is severely lacking.
  • Sometimes email notifications can be very cluttered.
  • It's built on WebObjects which has been deprecated by Apple for many years.
  • It's a little click-heavy.
I feel that Web Help Desk would be appropriate for technical users or for people that require a great deal of customization without a lot of frills.

A small organization, or an organization that employs many non-technical people may find Web help Desk to be too utilitarian and/or difficult to use.
July 25, 2017

Help! Desk.

Eric Nuckols | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
  • Capture incidents and resolutions
  • Transforming resolutions to self help
  • Reduces cost of repeat incidents by allowing proactive engagements
  • We would like to see it integrated with the top 3 cloud providers
  • Better integration with other solarwinds tools
I think it's a great fit for service providers who are moving to a cloud based model for their business and moving customers to a cloud based model.
Tim Twiss | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
SolarWinds Web Help Desk (WHD) is utilized by the IT department to manage work orders and trouble tickets. The tickets are generated via email from the end users, or manually by the technician. This allows us to monitor the time and resources it takes to support our organization and also provides us with a central managing point for data regarding work orders or trouble tickets.
  • Automatically creates trouble tickets via email. This allows our users to create their own tickets and allows the technicians to review the queue and prioritize the work, allowing for more efficient production.
  • Automatically corresponds with end users and technicians. Any changes made to a ticket can be automatically sent to all parties referenced in a ticket.
  • Ticket updates via email. WHD also allows for tickets to be modified by email responses by clicking links in the corresponding emails it modifies the subject line which in turn updates the ticket when it is processed. For example, I can click the link to close the ticket in the email, type up a solution, and send the email and the ticket will automatically update and close out.
  • Built-in inventory scanning. This system is very cumbersome and problematic. We eventually gave up on utilizing it as it was generating numerous duplicate entries.
  • Software tracking. When the inventory scanning did work, the end results were not very efficient. We would have liked to have the ability to search for systems with Office 2013 installed on them for example, but their was no easy way to do that.
  • Reliability. We find the server needs to be rebooted every couple of weeks as it slows to a crawl. This isn't a huge inconvenience to our small IT department, but it is an annoyance.
SolarWinds Web Help Desk (WHD) is best suited for a smaller environment, at least with its built-in resources. Perhaps using third party scanners or database engines would provide better results, but we wanted to keep the costs down.
April 15, 2016

SolarWinds WHD Review

Chris John | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.
  • Keeps us organized
  • Accepts incoming email
  • Decent reporting
  • AD integration
  • Layout can be confusing
  • Integration with other products (ex: Lansweeper)
SolarWinds Web Help Desk (WHD) has helped us keep track of issues. I do like the fact that the AD integration works well. I feel though that the system overall feels a bit sparse. There is a personal dashboard that you can set up for each user but it only has a few options and just is very bare.
Zachary Estevez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
SolarWinds Web Help Desk used to be used as the organization's ticketing system. It was being used by all IT staff. It was implemented in order to provide an environment for us to launch our CCF initiative.
  • Ticketing
  • Asset Management
  • Group Management
  • Change Control is not natively built in. It took a large amount of time to tweak WHD to perform this task by creating mailing groups, approvals, etc.
  • The calendar function for setting up return for rented equipment in the asset management could be done better. Perhaps provide a widget that alerts the users of when and what needs to be returned and upcoming retrievals of equipment.
  • Make custom trees for ticketing types easier to create. It would generally take me 30-45 minutes to create a new ticketing type and sub types. It shouldn't take that long.
SolarWinds Web Help Desk (WHD) is not going to be useful for a small sized business. However, if you can get your co-workers involved in the process it can become a good asset for larger deployments. This is solely based on whether or not you have co-workers that are willing to use all of the features of WHD effectively.
September 25, 2015

District Approved

Score 8 out of 10
Vetted Review
Verified User
Review Source
SolarWinds Web Help Desk was used by all district staff to open and track the status on technology related request. Our technical support staff used the system to update their tickets, track trends, create an FAQ database to assist teachers with some initial troubleshooting, notify the district of a outage or maintenance. We also used it track district inventory on all district owned equipment, this included of over 5000 student iPads and chargers.
  • I love the dashboard. Being about to see a quick snapshot into what is going on was helpful when tracking trends and see where we were as a whole.
  • The system is very user friendly for the end user. It makes entering a ticket very easy. This is one place that we continued to struggle before moving to SolarWinds Web Help Desk and our staff was ecstatic at will how easy it was to enter tickets and find out the status of an existing ticket
  • Custom and automatic reports. We found this to be extremely helpful and it was not dependent on someone pulling the trigger.
  • We did struggle with some of the inventory features. Because we were dealing with over 5000 iPads we found the check in and check out process very cumbersome and difficult to complete in a timely manner. There were to many steps where people had to type, click and some times we found that it would time out and not save the changes
  • When creating invoices, we were not able to get the student name to be the bill to. It would always default to the Client Admin for the location. Again, we did find a work around but it takes more time and sometimes we were short on time
  • Students would make payments on their invoices but we also found that was not something that worked well in this system.
SolarWinds Web Help Desk works well to enter, track and update service requests. The reporting features are wonderful and it provides great information that can be used to make decisions. There is some set up that needs to take place to use this product but the consultant we worked with was very helpful and the documentation that they provided us allowed us to customize the product as we saw fit. This was also a huge bonus.
Michael Chelone | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I used SolarWinds Web Help Desk at my old district. When I moved to my new position and saw the ticket system in place and our lack of inventory management I knew that implementation of SolarWinds Web Help Desk at my new job was going to be a huge boon. Not only has it simplified ticket responses but has allowed for robust inventory tracking. Integration with Active Directory has been a huge plus as well as planned SCCM integration for our inventory. Current implementation is only for our IT department but planned expansion to HR and operations is on-going as the benefits of a single platform and communication have already been readily seen.
  • Customized ticket assignment, and routing.
  • Asset management and tracking.
  • Client, ticket and asset linkage.
  • More variance in dashboard tracking.
  • Second phone option for clients.
  • Better way to track software.
  • Reporting can always use more help.
Still wish there was a better way to do on-boarding as generating multiple tickets seems a huge waste, would prefer a checklist style system integrated into the ticket with the ability to assign to multiple technicians.

Day to day tickets on the other hand are far simpler and easy to manage as well as meta issues being tied to a single ticket.
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We deployed SolarWinds Web Help Desk in a school district for use by teachers and administrators to report issues with technology in our district. The Tech Department (6 people) access the technician side, while just about 800 teachers and administration staff access the client portion of the system. The only people who do not have access to put in tickets are the students - they have to ask teachers to report the issues directly to us. It really helps get a handle on what issues are occurring, the frequency with which they occur, and which people we can count on to give us the best information.
  • Client/Location History Is Very Helpful
  • AD/LDAP Integration Is Easy
  • SolarWinds Support Is Very Responsive
  • DameWare Remote Control Integration Is Useful
  • FAQ System Is A Big Time Saver
  • Messages System Helps Prevent A Flood Of Tickets Over Known Issues
  • 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
I think it is well suited for an environment where AD/LDAP integration is a must, and in situations where tracking individual part prices for billing purposes. It's also great where you need to track problematic users or rooms. The ticket history is amazing. This might be too much for a small-ish shop, but for large to medium groups this is a great piece of help desk software.
  • Self-taught
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.
Yes
The release went relatively smoothly, however we did encounter a slight hiccup with regards to the licensing. We aren't quite sure what happened, and neither was SolarWinds Support, but for some reason when we upgraded it claimed our license was already activated and it wouldn't allow us to reactivate it. This wasn't a huge problem, as it said we had 30 or 60 days (honestly, I forget which) to activate it. I contacted SolarWinds Support, and they had some ideas as to what may have caused it, but more importantly immediately freed up our activate code and allowed us to reactivate it. There was no down time as a result, merely just confusion on our part.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We initially began using the product strictly to manage our hardware assets. We were dissatisfied with the ticketing system we were using so we began evaluating the ticket module in SolarWinds Web Help Desk. We started with one small team and have expanded its use to our IT Help Desk and HR representatives. The solution works well in both environments.
  • SolarWinds Web Help Desk is easy to configure and customize. Some other, more complex solutions have more capabilities, but if they are so difficult to configure that they aren't used, the are useless.
  • SolarWinds Web Help Desk does an excellent job of managing hardware asset information. This is critical in assigning tickets with accurate information.
  • We have had spotty success with technical support. While adequate, I would like to see the support match the functionality of the product.
Does the product, as written, meet my needs? Do not rely on planned future upgrades or enhancements. Purchase the product based on current capabilities, not it's potential. This is not unique to SolarWinds Web Help Desk, this is any software package.