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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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Recent Reviews

TrustRadius Insights

SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, …
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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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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

Popular Features

View all 12 features
  • Expert directory (13)
    10.0
    100%
  • Subscription-based notifications (17)
    9.8
    98%
  • Organize and prioritize service tickets (19)
    9.8
    98%
  • ITSM collaboration and documentation (14)
    9.0
    90%
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Pricing

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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

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Alternatives Pricing

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Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…

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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 7.9

Self Help Community

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

9.4
Avg 7.7

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 7.6
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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

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.

Attribute Ratings

Reviews

(1-19 of 19)
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Jennifer Aguilar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
ResellerIncentivized
  • 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
ResellerIncentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
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