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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.
Continue reading
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.
Continue reading
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...
Continue reading
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...
Continue reading
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...
Continue reading
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.
Continue reading
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.
Continue reading
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...
Continue reading
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

Alternatives Pricing

osTicket

osTicket

$9
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

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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

(1-19 of 19)
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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
Likelihood to Recommend
I can't think of any areas where SolarWinds Web Help Desk would not be appropriate. The software can scale to any size organization. You get out of the product what you put into the product if you know what I mean. CaCa in = Caca out! We put forth a good effort in creating groups and categories. I am quite pleased with how we have leveraged the product in our organization. I am also pleased with the support of the product; you have the user group called THWACK and then you always have a direct line into Support or you can open up a case from your Orion console if you have the SWID linked to your installation.

SolarWinds Web Help Desk--Great ticketing and tracking system

Rating: 10 out of 10
Incentivized
April 22, 2022
JS
Jonathan Sorrenti
Systems Manager
Midlands Technical College (Higher Education, 1001-5000 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
8 years of experience
View profile
Likelihood to Recommend
This is a great ticketing system for users to submit issues for technicians to fix. This is a great system for tracking the work technicians complete. This software is great for asset tracking. This system is great at displaying FAQs that are tied to ticket issues. This wouldn't be a great system for scheduling appointments.

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
Likelihood to Recommend
SolarWinds 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.

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
Likelihood to Recommend
[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.

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
Likelihood to Recommend
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.

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

Rating: 9 out of 10
Incentivized
March 01, 2020
Likelihood to Recommend
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.

Great ticketing system to identify and resolve problem areas

Rating: 9 out of 10
Incentivized
October 14, 2019
Verified User
Vetted Review
Reseller
SolarWinds Web Help Desk (WHD)
7 years of experience
Likelihood to Recommend
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.

Streamlines IT operations

Rating: 10 out of 10
Incentivized
September 28, 2019
TC
Ted Cook
IT director\System Administrator
T3kOPS (Information Technology and Services, 1001-5000 employees)
Vetted Review
Reseller
SolarWinds Web Help Desk (WHD)
7 years of experience
Likelihood to Recommend
It's great for internal IT departments and management of desktops, laptops, and servers. It is less suited in data centers.

No More "Can I open a ticket please?"

Rating: 9 out of 10
Incentivized
June 01, 2019
Verified User
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
7 years of experience
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

Help! Desk.

Rating: 7 out of 10
July 25, 2017
EN
Eric Nuckols
Independent Consultant
ENIokc (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
5 years of experience
View profile
Likelihood to Recommend
I think it's a great fit for service providers who are moving to a cloud based model for their business and moving customers to a cloud based model.

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
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

District Approved

Rating: 8 out of 10
Incentivized
September 25, 2015
Verified User
Vetted Review
Verified User
SolarWinds Web Help Desk (WHD)
2 years of experience
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.

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
Likelihood to Recommend
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.
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