TrustRadius
https://media.trustradius.com/product-logos/Tm/Hj/8BEZR212670P.PNGSolarWindsSolarWinds Help Desk will help you streamline your support2018-12-07T16:35:13.411ZWe 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.,10,Overall we have become more efficient using this tool and our ROI for implementing this has been great. By having a service tool that can manage inventory, tickets, as well as change management just to name a few, our company is better off in our support.
The core business community has seen quicker responses to tickets through use of the ticketing tool. Business continuity has had less disruptions as we are better able to anticipate or respond to issues.
Finance has been happier with our ability to do cost analysis by using the various tools in SolarWinds help desk.,SysAid,Cisco WebEx Teams (formerly Cisco Spark), Splunk Enterprise, Citrix Hypervisor (formerly XenServer)Eric KruegerNo-frills help desk ticketing system2017-11-14T22:55:56.831ZOur 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.,6,Positive - Allows us to create granular reports to address problem areas fairly quickly
Positive - Routes tickets to appropriate tech/team based on user problem selection,Zendesk, Freshdesk and Spiceworks,Jamf Pro, SlackJohn Mahlman IVHelp! Desk.2017-07-25T22:15:37.967ZWe 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,7,Turn around times for my technicians reduced equals more productivity which equals dollars.
Self help means we add real dollar value to our customer where they don't pay for an incident.,Spiceworks and Microsoft Azure,Microsoft Azure, Microsoft Dynamics GP, Intuit PayrollEric NuckolsSolarWinds Web Help Desk is an adequate solution, but there are better options out there.2016-06-03T22:20:05.703ZSolarWinds 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.,6,Provides a positive experience to our end-users in managing trouble tickets and work orders.
Provides a positive experience to our technicians allowing them to be more productive in their daily duties.
Provides a positive experience to manage allowing us to run reports and research measurable data to find areas of improvement.,BMC Track-It!,MS SharePoint, Windows Server, Symantec Backup ExecTim TwissSolarWinds WHD Review2016-04-15T19:35:33.467ZOur 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),7,Keeps us organized.
Helps us track stuff we're working on and get an idea of what the status is across the department.
Reporting for higher ups to see what exactly IT is working on.,Autotask and ServiceDesk Plus,MS SharePoint, Lansweeper, Lanteria HR,3,2,IT issues organization
Reporting for CTO and COO,We don't have users email in tickets.
We don't have users get notified of the tickets being created.,Possibly used to track requests for office services (supplies and other office related needs),7,Merging tickets
Assigning tickets
Creating tickets,Setting up alerting
dashboard not very good,7Chris John
Windows
SolarWinds Web Help Desk
27 Ratings
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