SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) Reviews

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Ratings and Reviews
(1-17 of 17)

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August 25, 2021

Clunky and dated

Score 3 out of 10
Vetted Review
Verified User
Review Source
[SolarWinds Web Help Desk (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
[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
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
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.
Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
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.
Score 9 out of 10
Vetted Review
Reseller
Review Source
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.
Tim Twiss | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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
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 (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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Michael Chelone | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
September 25, 2015

District Approved

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.

SolarWinds Web Help Desk (WHD) Scorecard Summary

Feature Scorecard Summary

Incident and problem management (9)
83%
8.3
Organize and prioritize service tickets (17)
77%
7.7
Expert directory (11)
73%
7.3
Subscription-based notifications (15)
76%
7.6
ITSM collaboration and documentation (12)
54%
5.4
Ticket creation and submission (7)
81%
8.1
Ticket response (7)
84%
8.4
Self Help Community (2)
48%
4.8
External knowledge base (4)
31%
3.1
Internal knowledge base (6)
65%
6.5
Multi-Channel Help (4)
75%
7.5
Customer portal (6)
56%
5.6
Social integration (3)
73%
7.3
Email support (7)
80%
8.0
Help Desk CRM integration (3)
89%
8.9

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) Pricing

SolarWinds Web Help Desk (WHD) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows
Mobile ApplicationNo

Frequently Asked Questions

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

Reviewers rate Help Desk CRM integration highest, with a score of 8.9.

Who uses SolarWinds Web Help Desk (WHD)?

The most common users of SolarWinds Web Help Desk (WHD) are from Mid-size Companies and the Information Technology & Services industry.