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SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD)

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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Learn from top reviewers

SolarWinds Web Help Desk - the best of the best - forget the rest!

Rating: 10 out of 10
April 28, 2022
IncentivizedVetted ReviewVerified User
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. W...
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Jennifer Aguilar
Administrator - Information Technology
Senior Network Administrator
County of El Paso 911 District
SolarWinds Web Help Desk (WHD)8 years of experience

SolarWinds Web Help Desk--Great ticketing and tracking system

Rating: 10 out of 10
April 22, 2022
IncentivizedVetted ReviewVerified User
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 t...
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Jonathan Sorrenti
Program Manager - Information Technology
Systems Manager
Midlands Technical College
SolarWinds Web Help Desk (WHD)8 years of experience

Clunky and dated

Rating: 3 out of 10
August 25, 2021
IncentivizedVetted ReviewVerified User
SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), Facilities/Maintenance, HR and possibly others.
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Margaret Auld-Louie
Professional - Information Technology
System Administrator
Colorado Coalition for the Homeless
SolarWinds Web Help Desk (WHD)3 years of experience

WHD Saves the day!

Rating: 9 out of 10
June 29, 2021
IncentivizedVetted ReviewVerified User
[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 reques...
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Robert Pfau
Administrator - Information Technology
Director of Technology
Bristol Township School District
SolarWinds Web Help Desk (WHD)10 years of experience

Solid held desk offering with some shortcomings

Rating: 8 out of 10
April 23, 2021
IncentivizedVetted ReviewVerified User
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 eve...
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Brent Long
Administrator - Information Technology
Director of IT
HopeHealth, Inc.
SolarWinds Web Help Desk (WHD)3 years of experience

Why we strongly recommend SolarWinds after over a decade of sales and use.

Rating: 9 out of 10
March 1, 2020
IncentivizedVetted Review
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. Ho...
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Marc Shaffer
C-Level Executive - Corporate
CEO
US DataVault, Inc
SolarWinds Web Help Desk (WHD)13 years of experience

Great ticketing system to identify and resolve problem areas

Rating: 9 out of 10
October 14, 2019
IncentivizedVetted Review
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 ...
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Verified user
C-Level Executive
SolarWinds Web Help Desk (WHD)7 years of experience

Streamlines IT operations

Rating: 10 out of 10
September 28, 2019
IncentivizedVetted Review
We use SolarWinds for our internal IT operations and it is being used across our entire organization.
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Ted Cook
Executive - Information Technology
IT director\System Administrator
T3kOPS
SolarWinds Web Help Desk (WHD)7 years of experience

No More "Can I open a ticket please?"

Rating: 9 out of 10
June 1, 2019
IncentivizedVetted ReviewVerified User
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 co...
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Verified user
Technician
SolarWinds Web Help Desk (WHD)7 years of experience

SolarWinds Help Desk will help you streamline your support

Rating: 10 out of 10
December 7, 2018
IncentivizedVetted ReviewVerified User
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 efficie...
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Eric Krueger
Manager - Information Technology
Infrastructure Manager
AccruePartners
SolarWinds Web Help Desk (WHD)5 years of experience

No-frills help desk ticketing system

Rating: 6 out of 10
November 14, 2017
IncentivizedVetted ReviewVerified User
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 w...
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John Mahlman IV
Technician - Information Technology
Network Systems Administrator
The University of the Arts
SolarWinds Web Help Desk (WHD)2 years of experience

Help! Desk.

Rating: 7 out of 10
July 25, 2017
Vetted ReviewVerified User
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
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Eric Nuckols
Consultant - Information Technology
Independent Consultant
ENIokc
SolarWinds Web Help Desk (WHD)5 years of experience

SolarWinds Web Help Desk is an adequate solution, but there are better options out there.

Rating: 6 out of 10
June 3, 2016
IncentivizedVetted ReviewVerified User
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 ...
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Tim Twiss
Administrator - Information Technology
Systems Administrator
John E. Green Company
SolarWinds Web Help Desk (WHD)2 years of experience

SolarWinds WHD Review

Rating: 7 out of 10
April 15, 2016
IncentivizedVetted ReviewVerified User
Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.
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Chris John
Engineer - Information Technology
Server Engineer
Peterson Management LLC
SolarWinds Web Help Desk (WHD)1 year of experience

Good Product That Requires Tailoring

Rating: 8 out of 10
April 1, 2016
IncentivizedVetted ReviewVerified User
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 u...
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Zachary Estevez
Engineer - Information Technology
Network Engineer
DialAmerica
SolarWinds Web Help Desk (WHD)2 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD)

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Unavailable

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

Would you like us to let the vendor know that you want pricing?

7 people also want pricing

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osTicket

osTicket

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per month
What is osTicket?

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

Intercom

Intercom

$39
per month per seat
What is Intercom?

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.8
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

9.4
Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

9.4
Avg 7.5
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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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

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 TypesOn-premise
Operating SystemsWindows
Mobile ApplicationNo

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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Comparisons

View all alternatives
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Reviews and Ratings

(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!

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:

  1. 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.

  2. 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.

  3. 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.

Reviews

(1-16 of 16)
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SolarWinds Web Help Desk - the best of the best - forget the rest!

Rating: 10 out of 10
Incentivized
April 28, 2022
JA
Jennifer Aguilar
Senior Network Administrator
County of El Paso 911 District (Public Safety, 11-50 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
8 years of experience
View profile
Alternatives Considered
Many years ago at a different employer, we utilized CA Service Desk, which is now under the Broadcom umbrella; previously it was under Computer Associates. What a nightmare to configure and set up ... it took months to get this product off the ground. SolarWinds Web Help Desk was up and running within a week! Don't get me wrong, you need to be organized and have a basic flow chart set up for yourself before you deploy, but the configuration is so very easy to implement if you follow the documentation!

Clunky and dated

Rating: 3 out of 10
Incentivized
August 25, 2021
MA
Margaret Auld-Louie
System Administrator
Colorado Coalition for the Homeless (Non-profit Organization Management, 501-1000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
3 years of experience
Alternatives Considered
I used ManageEngine ServiceDesk and ServiceNow at previous jobs. SolarWinds Web Help Desk was in place when I came to this job and I was disappointed when I started using it as it has a more clunky, less intuitive interface, and lacks the features of those products. And it gets frustrating because sometimes it doesn't work right. Like I will open a ticket and click on the button to add a note and instead it will close the Notes section. So then I have to close and reopen the ticket and try again. Same with closing a ticket. I change the Status to "closed" and click on "Save" and it doesn't save. So I have to keep repeating this until it works. Also, it's lacking features like the ability to unmerge or split tickets, that I had in other products. And sometimes when users reply to tickets it creates another ticket instead of adding it to the existing ticket and then we have to merge tickets. Also, it's lacking the integration with users and assets that those other products have.

WHD Saves the day!

Rating: 9 out of 10
Incentivized
June 29, 2021
RP
Robert Pfau
Director of Technology
Bristol Township School District (Education Management, 501-1000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
10 years of experience
Alternatives Considered
I haven't reviewed competition, we've been using [SolarWinds Web Help Desk (WHD)] for over 10 years. Because of this, I have a nice history on which users may need more attention. I haven't seen a need to check out the competition.

Solid held desk offering with some shortcomings

Rating: 8 out of 10
Incentivized
April 23, 2021
BL
Brent Long
Director of IT
HopeHealth, Inc. (Medical Practice, 501-1000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
3 years of experience
View profile
Alternatives Considered
SolarWinds Web Help Desk (WHD) holds its own among the top competitors for help desk systems. Some advanced functionality, and more-so the lack of polished interface knocks it down compared to some competitors. I selected SolarWinds Web Help Desk (WHD) simply because I came into a shop that was already using it. I may evaluate new options in the coming years to try and find an offering with better reporting functionality and a more polished GUI.

Why we strongly recommend SolarWinds after over a decade of sales and use.

Rating: 9 out of 10
Incentivized
March 01, 2020
Alternatives Considered
From a quality and use standpoint, they leave ALL of them in the dust. As far as support is concerned, they are faster and more accurate at resolving issues. Their software goes in easily, and functions as it is supposed to with minimal problems. And, as I have said before, their support is easy to reach and fast to resolve issues.

SolarWinds Help Desk will help you streamline your support

Rating: 10 out of 10
Incentivized
December 07, 2018
EK
Eric Krueger
Infrastructure Manager
AccruePartners (Computer Software, 51-200 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
5 years of experience
View profile
Alternatives Considered
SolarWinds Help Desk's overall package of tools is superior in our opinion to the other Help Desk products we have evaluated and tried in the past. We selected SolarWinds because the overall ROI was greater and the efficiencies that we could implement immediately made more sense. From a product standpoint, the time from startup to utilization was quicker with less learning curve needed for our staff. End users responded better to the tool and were happier with how tickets were handled. Management was also happier with the types of reporting functions that could allow them to see these efficiencies better.

No-frills help desk ticketing system

Rating: 6 out of 10
Incentivized
November 14, 2017
JM
John Mahlman IV
Network Systems Administrator
The University of the Arts (Higher Education, 201-500 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
2 years of experience
View profile
Alternatives Considered
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.

SolarWinds Web Help Desk is an adequate solution, but there are better options out there.

Rating: 6 out of 10
Incentivized
June 03, 2016
TT
Tim Twiss
Systems Administrator
John E. Green Company (Construction, 501-1000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
2 years of experience
View profile
Alternatives Considered
  • BMC Track-It!
BMC Track-It! was my first choice for a help desk solution, but we chose SolarWinds Web Help Desk primarily based on cost alone, a now regrettable decision. Track-It! is a far superior product and is better than SolarWinds WHD in every way. That being said, for the cost and what we needed it to do, WHD has performed as expected.

SolarWinds WHD Review

Rating: 7 out of 10
Incentivized
April 15, 2016
CJ
Chris John
Server Engineer
Peterson Management LLC (Non-Profit Organization Management, 51-200 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
1 year of experience
View profile
Alternatives Considered
SolarWinds is probably the most basic of the 3 that I've worked with. SolarWinds was selected because it was the cheapest and we just wanted to use something that was fairly quick to set up and get going. Autotask is quite robust and might be a bit too much for what we need. ManageEngine was ok but we just decided to go with SolarWinds at the moment.

Good Product That Requires Tailoring

Rating: 8 out of 10
Incentivized
April 01, 2016
ZE
Zachary Estevez
Network Engineer
DialAmerica (Telecommunications, 1001-5000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
2 years of experience
View profile
Alternatives Considered
SharePoint is a tool that you make fit your requirements. This takes a lot of time and effort. WHD had most of the features our organization was looking for without the hassle of having to write HTML and pay licensing fees for a product that needed to be tailored to be properly used. WHD allowed us to implement a CCF program on an already tailored ticketing system.

Web Help Desk is a boon to IT management and Asset Compliance

Rating: 8 out of 10
Incentivized
September 21, 2015
MC
Michael Chelone
Network Support Specialist
WhiteHall District Schools (Education Management, 201-500 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
3 years of experience
Alternatives Considered
UI overall was poorly implemented and work flow seemed wonky at best. Ease of use of SolarWinds Web Help Desk was simple and implementation was a breeze. Major plus was asset tracking over old product.

Web Help Desk Will Help Your I.T. Staff Be The Most Popular People In Your Organization

Rating: 8 out of 10
Incentivized
September 15, 2015
MS
Michael Santangelo
Technology Specialist
School District of the Chathams (Education Management, 51-200 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
3 years of experience
View profile
Alternatives Considered
We primarily selected SolarWinds Web Help Desk because of the rich feature set and low price point. When we were doing comparisons of the different suites available, we wanted to find an easy to deploy, feature rich, and inexpensive solution. Web Help Desk met all these criteria. Talking with their sales and support staff prior to the purchase helped us seal the deal. We did a 30 day trial in-house and found that it had every feature we wanted (including the import email system to enter comments on tickets). Additionally we found a large forum with lots of users who have been posting tweaks and configuration guides to get the most performance out of the system. Overall, it was just the best choice for us.

SolarWinds Web Help Desk is a Great Tool!

Rating: 8 out of 10
Incentivized
September 15, 2015
Verified User
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
3 years of experience
Alternatives Considered
We have used other systems. The simplicity of SolarWinds Web Help Desk, its ease of setup and use have made it a valuable tool in our toolbox. You can pay hundreds of thousands of dollars for a sprawling Help Desk package, but if your needs are like most companies, SolarWinds Web Help Desk provides the tools needed to get the job done without hiring a large staff to develop and maintain it.
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