SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD)

About TrustRadius Scoring
Score 7.7 out of 100
SolarWinds Web Help Desk (WHD)

Overview

Recent Reviews

Help! Desk.

7 out of 10
July 25, 2017
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
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Popular Features

View all 12 features
  • Expert directory (13)
    9.2
    92%
  • Subscription-based notifications (17)
    8.7
    87%
  • Organize and prioritize service tickets (19)
    8.6
    86%
  • ITSM collaboration and documentation (14)
    8.0
    80%

Reviewer Pros & Cons

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Video Reviews

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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.

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?

2 people want pricing too

Alternatives Pricing

What is osTicket?

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

What is Salesforce Service Cloud?

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social…

Product Demos

Introduction to Web Help Desk
Introduction to Web Help Desk
02:33
Web Help Desk Training: Action Rules - CEO Opens a Help Desk Ticket
Web Help Desk Training: Action Rules - CEO Opens a Help Desk Ticket
03:37

Features Scorecard

Incident and problem management

9.2
92%

Self Help Community

7.7
77%

Multi-Channel Help

8.6
86%

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) Downloadables

SolarWinds Web Help Desk (WHD) Competitors

SolarWinds Web Help Desk (WHD) Technical Details

Deployment TypesOn-premise
Operating SystemsWindows
Mobile ApplicationNo

Frequently Asked Questions

Zendesk Support Suite, Freshdesk, and ConnectWise Manage are common alternatives for SolarWinds Web Help Desk (WHD).

Reviewers rate Social integration highest, with a score of 9.9.

The most common users of SolarWinds Web Help Desk (WHD) are from Mid-sized Companies (51-1,000 employees) and the Information Technology & Services industry.

Comparisons

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Reviews and Ratings

 (54)

Ratings

Reviews

(1-19 of 19)
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Jennifer Aguilar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
August 25, 2021

Clunky and dated

Score 3 out of 10
Vetted Review
Verified User
Review Source
  • It provides a way to track support requests in IT, Data, HR and Facilities without incurring a huge software cost.
  • It does not provide a way to manage our IT assets which makes it more difficult to manage the assets.
  • It is not the most intuitive software for techs to use, which can make it hard for them to come up to speed on it.
Marc Shaffer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
  • By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
  • We have had a great ROI from SW ever since we started with them.
  • They help make us look great to clients!
  • Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
  • Their client facing materials are clear and reasonably easy to understand.
Score 9 out of 10
Vetted Review
Reseller
Review Source
  • We are able to reduce costs by finding the problem areas when we generate reports from SolarWinds.
  • Free up IT and Development staff to focus on other projects.
  • SolarWinds has done a great job at what it's designed to do which is a full ticketing system that can be customized to your exact needs.
September 28, 2019

Streamlines IT operations

Score 10 out of 10
Vetted Review
Reseller
Review Source
  • We have reduced costs across the board within our IT Department.
  • Migrated from using multiple vendors into one platform.
  • We have been able to free up IT staff for other projects.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
July 25, 2017

Help! Desk.

Eric Nuckols | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Tim Twiss | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Zachary Estevez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
September 25, 2015

District Approved

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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 for
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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