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https://media.trustradius.com/product-logos/Tm/Hj/8BEZR212670P.PNGSolarWindsNo More "Can I open a ticket please?"2019-06-01T01:07:05.427ZWe 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,9,Faster service when it comes to fixing issues.
Able to go back on tickets and see what was previously done on repeated issues.
Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.,Dameware Remote Support, SolarWinds Log & Event ManagerVerified UserSolarWinds 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 JohnGood Product That Requires Tailoring2016-04-01T15:50:31.784ZSolarWinds 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.,8,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.,MS SharePoint,MS SharePointZachary EstevezWeb Help Desk Will Help Your I.T. Staff Be The Most Popular People In Your Organization2015-09-15T14:51:12.472ZWe 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,8,Decreased costs (SolarWinds Web Help Desk was much cheaper than our previous solution) is a BIG positive impact
Great tracking of users and locations for ticket history is also a great positive impact (we can be aware of issues)
Allows easy communication with end users which increases customer service is another plus,Schoolwires Assist, WebRT, Zendesk and Freshdesk,800,2,End Users Needing to Report Issues
Technicians Needing to be Aware of Issues
Managers Being Able to See Metrics Via Reports
End Users Being Able to Check the Status of their Reported Issues
Technicians and Managers Being Able to see Trends in Problems,We have been able to assign a price to parts that are used in repairs for devices that are out of warranty (and in warranty, though they don't get charged for these) so that building administrators can be aware of the costs of their staff not properly maintaining equipment).
We are able integrate Dameware Remote Control into SolarWinds Web Help Desk to immediately remote control a computer that a person has reported a problem on.
We have been able to use SolarWinds Web Help Desk to keep track of mobile inventory that travels throughout the building by keeping notes of where each device has been found and when.,We may be able to replace an inventory tracking client we install on all machines by having our list of inventory entirely inside Web Help Desk.
We may be able to use Web Help Desk to keep track of NJ One Call reports by having the call out emails generate a ticket that can be dealt with and recorded.
We would like to be able to create a troubleshooting guide via FAQ that link to other FAQ (I cannot login -> Click here for unable to login to any computer, Click here for unable to login to only one computer, etc),9,Yes,Price
Product Features
Product Usability,We tried out several different options, and a lot of them were really good. That being said, the pricing schemes for several ticketing systems can be a little cost-prohibitive. We probably would have kept looking at different alternatives if we had more time to do so. Time was a big factor in our decision making as we wanted to avoid the renewal with Assist. We would have probably tried more than 4 or 5 solutions, and definitely would have dedicated more than 2 or 3 weeks on each individual product, if we had the opportunity.,Implemented in-house,Yes,Change management was minimal,SSL Certificates in Tomcat were tricky since we had nothing but Windows Certificate Files which had to be converted.
We did an update and it broke the licensing until we contacted SolarWinds and had them reset our license.
There are a lot of small tweaks to do to get decent security ratings for Qualys.
The asset import tool is quirky and requires following a VERY predefined format.,8,Self-taught,Web Help Desk was super easy to pickup without training. I would absolutely recommend doing it this way as you learn the ins and outs of the interface and how to use it simply by playing around. You need to take the time to dig through the menus and see what is where and how Web Help Desk relates to your existing solution and what changes you need to make to your process to strike the right balance between end-user convenience and technician abilities.,10,My only recommendation is to take the time to walk through every single menu and sub menu that is available for you to examine in the administration portion of the website. I cannot comment on your specific configurations of course, but every time we needed to tweak the system for a problem, we have found a method available to use in the interface. Examples include changing the Email server timeouts to allow for the system to 'catch up' during busy periods, and changing the default so that clients cannot close tickets out manually after they've been assigned to a technician (forcing them to contact us so we don't waste a trip).,Some - we have done small customizations to the interface,No - we have not done any custom code,Be sure to setup proper Database Backups from within the General menu. It is important to note that the basic Linux VM has limited hard drive space, so setting up a remote share that the VM can talk to in order to do off-pc backups is a great idea (which was recommended to us by SolarWinds Support). Also of note is that by default Web Help Desk gets about a C on the Qualys SSL Security Scan tool and had problems in Chrome due to weak Diffie-Hellman Certificates. A quick Google search will show you the Web Help Desk Support forums have several cipher suites which can be used to get better scores on the scan tool and address the weak Diffie-Hellman issue.,7,Yes,In February of 2015 at around 3:00pm , our Web Help Desk database apparently became corrupt or missing. We were, understandably, very concerned. At 3:18pm I put in an urgent ticket with SolarWinds. By 3:27pm I was on the phone with a representative who was eager to help get us back up and running. They remote controlled my desktop to gain access to the VM and after a quick glance through our log files determined that our drive had just run out of space because the backups weren't being cycled properly. He took the time to fix the problem (by removing temp files and some REALLY old backups) then got our system back up and running. He then showed us how to get a proper rotation for backups setup. We asked about doing a network backup and he provided a method to make this work. It was a great experience overall, and I believe the representative went above and beyond by helping us future proof a problem that we had obviously created.,Entering New Tickets Is Easy For Clients
Assigning Assets to Rooms and Buildings Is Easy For Technicians
Creating FAQ Solutions is Easy For Technicians
Creating Broadcast Messages is Easy For Technicians,Configuring SSL Can Be Cumbersome in Tomcat
Changing Assets Around Can Be Cumbersome
Getting Email Per Queue to Work can be Tricky,Yes,8,DameWare Remote Control,Nagios/Zabbix
NJ One Call
Chromecast,File import/export
Single Signon,9,My advice would simply to be: read, read, read, read. SolarWinds has documented a lot of their features and how to properly implement them. If you don't take the time to read through the documentation and look through the setup then you will encounter problems. Imports have to follow VERY specific guidelines or they WILL fail (either with no import, bad import data, or duplicate import data). If you are confused, do not hesitate to contact support. They will help. If you feel confident that you've got it mostly figured out and just need a few tips, then use Google to find the SolarWinds Support Forums --- people there have posted lots of fixes and are always able to point you in the right direction.,8,9,Always provide them with all the information you have available regarding the topic. They are more than willing to help you figure out if the product will support the ideas you are trying to accomplish. If you haven't heard back from them, update the ticket to request any information that you might need (I've only had to do this once, they've been very much on top of it whenever we have reported an issue).,Yes,Added security and support for newer SSL Certificate Requirements.
TomCat upgrades to address security concerns.
Some fixes with regards to the Java backend for reports and printing.,Improvements to the messaging system/faq specifically with regards to BBCode.
Additional report options and a ui to make custom reports simpler.,No,NoMichael SantangeloWeb Help Desk is a boon to IT management and Asset Compliance2015-09-21T19:26:41.574ZI 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.,8,Huge increase in collaboration on incident tracking
Ability to report trends in total issues.,HelpSpotMichael CheloneDistrict Approved2015-09-25T19:09:42.139ZSolarWinds 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.,8,We have had a positive impact on the customer service by switching to this product. Staff members are happy that the user interface is so easy to use and love the survey feature
The software did have negative impact on using the asset tracking. I think we have a more complicated situation then the system was created forVerified UserSolarWinds Web Help Desk is a Great Tool!2015-09-15T16:35:40.292ZWe 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.,8,We definitely provide better customer service because of our use of SolarWinds Web Help Desk. Tracking support tickets that may be overdue is definitely much easier.,Verified User
Windows
SolarWinds Web Help Desk
28 Ratings
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