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

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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…

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

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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
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. We tried out a demo and the product and decided to make it permanent in our environment. We use this track for re-occurring issues, as a knowledge base, and to measure the performance of our service. This has been a very valuable tool for our organization.
Jonathan Sorrenti | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 the college systems. End users who have issues can send in an email and leave a voice message and those are created into tickets. Use can also log into SolarWinds Web Help Desk and manually create their own ticket.
Brent Long | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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 even for requests to our facilities and supply departments. SolarWinds Web Help Desk (WHD) helps address our ability to communicate with a large user base on virtually any technical support or assistance issues that our staff needs. It also allows for a centralized tracking database on the performance and customer service metrics for my IT staff.
Marc Shaffer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
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. However, since the backup software is so easy to use and incredibly reliable it is a rare opportunity for us to interact with Support. However, when we do need them, they are very responsive and provide great follow-up. We recommend SolarWinds very highly.
Score 9 out of 10
Vetted Review
Reseller
Review Source
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 our IT and development teams be more responsive to staff and customers. It provides clear reporting for our problem areas and how to reduce our support ticket count.
Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and our end users are happier with the level of support received. Customized reporting has allowed us to track all metrics and make our service better overall.
John Mahlman IV | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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 within the information systems department. We also have it connected to our mobile device management system which allows asset information to be added to each ticket automatically if a user has a system enrolled.
Tim Twiss | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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 by the technician. This allows us to monitor the time and resources it takes to support our organization and also provides us with a central managing point for data regarding work orders or trouble tickets.
September 25, 2015

District Approved

Score 8 out of 10
Vetted Review
Verified User
Review Source
SolarWinds Web Help Desk was used by all district staff to open and track the status on technology related request. Our technical support staff used the system to update their tickets, track trends, create an FAQ database to assist teachers with some initial troubleshooting, notify the district of a outage or maintenance. We also used it track district inventory on all district owned equipment, this included of over 5000 student iPads and chargers.
Michael Chelone | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I used SolarWinds Web Help Desk at my old district. When I moved to my new position and saw the ticket system in place and our lack of inventory management I knew that implementation of SolarWinds Web Help Desk at my new job was going to be a huge boon. Not only has it simplified ticket responses but has allowed for robust inventory tracking. Integration with Active Directory has been a huge plus as well as planned SCCM integration for our inventory. Current implementation is only for our IT department but planned expansion to HR and operations is on-going as the benefits of a single platform and communication have already been readily seen.
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We deployed SolarWinds Web Help Desk in a school district for use by teachers and administrators to report issues with technology in our district. The Tech Department (6 people) access the technician side, while just about 800 teachers and administration staff access the client portion of the system. The only people who do not have access to put in tickets are the students - they have to ask teachers to report the issues directly to us. It really helps get a handle on what issues are occurring, the frequency with which they occur, and which people we can count on to give us the best information.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We initially began using the product strictly to manage our hardware assets. We were dissatisfied with the ticketing system we were using so we began evaluating the ticket module in SolarWinds Web Help Desk. We started with one small team and have expanded its use to our IT Help Desk and HR representatives. The solution works well in both environments.