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SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, …
Overview
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.
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Popular Features
- Expert directory (13)10.0100%
- Subscription-based notifications (17)9.898%
- Organize and prioritize service tickets (19)9.898%
- ITSM collaboration and documentation (14)9.090%
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.
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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.
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) Competitors
SolarWinds Web Help Desk (WHD) Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows |
| Mobile Application | No |
SolarWinds Web Help Desk (WHD) Downloadables
Frequently Asked Questions
Zendesk Suite, Freshdesk, and ConnectWise PSA are common alternatives for SolarWinds Web Help Desk (WHD).
Reviewers rate Expert directory and Social integration highest, with a score of 10.
The most common users of SolarWinds Web Help Desk (WHD) are from Mid-sized Companies (51-1,000 employees).
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(53)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, teachers and administrators utilize the software to report technology issues, providing the Tech Department with important information to address these problems. This has resulted in improved efficiency in the ticketing system and better support for end users. Additionally, SolarWinds WHD is used by multiple departments within the district, such as IT, Data, Facilities/Maintenance, and HR, to support users and provide application support.
Furthermore, universities have found great value in using SolarWinds Web Help Desk as their primary ticketing system. By automatically delegating tasks to the appropriate technicians and integrating with other systems like mobile device management or email, the software streamlines the process of addressing technical issues and requests from students, faculty, and staff.
In another instance, a college's IT Helpdesk relies on SolarWinds Web Help Desk to manage work orders and trouble tickets. By providing a central management point for data and enabling effective communication with both internal and external users, the software helps track issues, manage workload, and effectively prioritize tasks.
Additionally, SolarWinds Web Help Desk serves as a centralized help desk platform for various organizations. It supports IT support teams as well as those focusing on EMR support, data analytics support, and facilities/supply requests. The software's ability to effectively communicate with a large user base while providing a centralized tracking database for performance metrics has proven invaluable.
Overall, SolarWinds Web Help Desk caters to the diverse needs of different organizations by offering a flexible and efficient solution for managing technical issues, improving responsiveness, and providing clear reporting for problem areas. Users have praised its customization options, fast tech assistance, centralized database features, and integration capabilities with other systems.
The users have made several recommendations for SolarWinds Web Help Desk based on their experiences. Here are the three most common recommendations:
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Consider other options instead of SolarWinds Web Help Desk: Some users suggest exploring alternative help desk solutions, indicating that SolarWinds Web Help Desk may not meet all their requirements. This recommendation highlights the importance of thoroughly evaluating different options before making a decision.
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Try the trial version first: Users recommend taking advantage of the trial offer provided by SolarWinds Web Help Desk. By using the trial, organizations can assess the versatility and ease of use in organizing help desk needs, helping them determine if it aligns with their requirements.
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Customize and configure carefully: Reviewers emphasize the need to take time and carefully customize and configure SolarWinds Web Help Desk to suit specific organizational needs. They advise organizations to evaluate which features will be most beneficial before going live with the product.
These recommendations provide valuable insights into how users perceive SolarWinds Web Help Desk, helping potential customers make informed decisions about whether it is the right solution for them.
Attribute Ratings
Reviews
(1-8 of 8)Companies can't remove reviews or game the system. Here's why
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
August 25, 2021
Clunky and dated
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.
June 29, 2021
WHD Saves the day!
[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
June 01, 2019
No More "Can I open a ticket please?"
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
November 14, 2017
No-frills help desk ticketing system
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.
June 03, 2016
SolarWinds Web Help Desk is an adequate solution, but there are better options out there.
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.
April 15, 2016
SolarWinds WHD Review
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)
September 15, 2015
Web Help Desk Will Help Your I.T. Staff Be The Most Popular People In Your Organization
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