SolarWinds Web Help Desk (WHD) Usability, Reviews & Ratings 2022

Name: Web Help Desk Training: Action Rules - CEO Opens a Help Desk Ticket
Uploaded: 2017-09-27T16:14:07.000Z
Duration: 3 min 37 s
Description: Web Help Desk product training

Overview

Recent Reviews

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

10 out of 10

April 28, 2022

We utilize the SolarWinds Web Help Desk both internally within our organization and we support "outside" entities that utilize our Public …

SolarWinds Web Help Desk--Great ticketing and tracking system

10 out of 10

April 22, 2022

We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues …

Clunky and dated

3 out of 10

August 25, 2021

SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), …

WHD Saves the day!

9 out of 10

June 29, 2021

[I use SolarWinds Web Help Desk (WHD)] across the entire organization, teachers/principals are responsible for submitting a ticket when …

Solid held desk offering with some shortcomings

8 out of 10

April 23, 2021

We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR …

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

9 out of 10

March 01, 2020

As a SolarWinds Reseller and user, we often need to avail ourselves of their tech assistance. They have always been fast and responsive in …

Great ticketing system to identify and resolve problem areas

9 out of 10

October 14, 2019

We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire …

Streamlines IT operations

10 out of 10

September 28, 2019

We use SolarWinds for our internal IT operations and it is being used across our entire organization.

No More "Can I open a ticket please?"

9 out of 10

June 01, 2019

We have been using SolarWinds Help Desk across our whole organization to better support our employees when an issue arises. This product …

SolarWinds Help Desk will help you streamline your support

10 out of 10

December 07, 2018

We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this …

No-frills help desk ticketing system

6 out of 10

November 14, 2017

Our university uses Solarwinds Web help Desk as our primary ticketing system for students, faculty, and staff. It helps delegate tasks …

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.

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

6 out of 10

June 03, 2016

SolarWinds Web Help Desk (WHD) is utilized by the IT department to manage work orders and trouble tickets. The tickets are generated via …

SolarWinds WHD Review

7 out of 10

April 15, 2016

Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.

Good Product That Requires Tailoring

8 out of 10

April 01, 2016

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 …

Popular Features

View all 12 features

Expert directory (13)

9.1

91%

Subscription-based notifications (17)

8.7

87%

Organize and prioritize service tickets (19)

8.6

86%

ITSM collaboration and documentation (14)

7.8

78%

Reviewer Pros & Cons

View all pros & cons

SolarWinds is great about notifying customers about product updates
I am amazed at the fact that the users have an impact on how the product continues to evolve

Jennifer Aguilar

Senior Network Administrator

County of El Paso 911 District (Public Safety, 11-50 employees)

Ticket Creation and Completion Tracking
Mobile App

Jonathan Sorrenti

Systems Manager

Midlands Technical College (Higher Education, 1001-5000 employees)

Video Reviews

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Pricing

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SolarWinds Web Help Desk (WHD)

N/A

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?

1 person want pricing too

Alternatives Pricing

Salesforce Service Cloud

$65

per month

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…

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.

Features Scorecard

Incident and problem management

9.1

91%

Self Help Community

7.4

74%

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

Show Unsupported 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

https://media.trustradius.com/product-downloadables/Q9/RT/H513UGAWHWWJ.pdf

SolarWinds Web Help Desk (WHD) Competitors

SolarWinds Web Help Desk (WHD) Technical Details

Deployment Types	On-premise
Operating Systems	Windows
Mobile Application	No

Comparisons

View all alternatives

Compare with

SolarWinds Service Desk

Score 8.5 out of 10

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Lansweeper

Score 8.8 out of 10

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Salesforce Service Cloud

Score 8.3 out of 10

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Zabbix

Score 8.0 out of 10

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osTicket

Score 8.3 out of 10

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PRTG

Score 8.4 out of 10

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Jira Service Management (Jira Service Desk)

Score 8.3 out of 10

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Spiceworks Help Desk

Score 8.7 out of 10

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ServiceNow IT Service Management

Score 8.4 out of 10

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ManageEngine ServiceDesk Plus

Score 8.7 out of 10

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Frequently Asked Questions

What are SolarWinds Web Help Desk (WHD)'s top competitors?

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

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

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

Who uses SolarWinds Web Help Desk (WHD)?

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.

Reviews and Ratings

(54)

Ratings

Likelihood to Renew (4)

10.0

100%

Usability (3)

10.0

100%

Support Rating (9)

10.0

100%

Implementation Rating (4)

10.0

100%

Reviews

(1-3 of 3)

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April 22, 2022

SolarWinds Web Help Desk--Great ticketing and tracking system

Jonathan Sorrenti

Systems Manager

Midlands Technical College (Higher Education, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Review Source

Usability

10

Very easy-to-use interface for both the end-user and the techs.

April 15, 2016

SolarWinds WHD Review

Chris John

Server Engineer

Peterson Management LLC (Non-Profit Organization Management, 51-200 employees)

Score 7 out of 10

Vetted Review

Verified User

Review Source

Usability

7

Web Help Desk does the job in allowing you to track and organize issues. But it's a very sparse interface and lot of functionality seems buried.

September 15, 2015

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

Michael Santangelo

Technology Specialist

School District of the Chathams (Education Management, 51-200 employees)

Score 8 out of 10

Vetted Review

Verified User

Review Source

Usability

8

The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.