SolarWinds Web Help Desk (WHD)
SolarWinds Web Help Desk (WHD)
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We utilize the SolarWinds Web Help Desk both internally within our organization and we support "outside" entities that utilize our Public …
We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues …
SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), …
[I use SolarWinds Web Help Desk (WHD)] across the entire organization, teachers/principals are responsible for submitting a ticket when …
We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR …
As a SolarWinds Reseller and user, we often need to avail ourselves of their tech assistance. They have always been fast and responsive in …
We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire …
We use SolarWinds for our internal IT operations and it is being used across our entire organization.
We have been using SolarWinds Help Desk across our whole organization to better support our employees when an issue arises. This product …
We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this …
Our university uses Solarwinds Web help Desk as our primary ticketing system for students, faculty, and staff. It helps delegate tasks …
We use SolarWinds web help desk across the enterprise. We are using internally and with our customer facing services.
SolarWinds Web Help Desk (WHD) is utilized by the IT department to manage work orders and trouble tickets. The tickets are generated via …
Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.
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 …
Expert directory (13)
Subscription-based notifications (17)
Organize and prioritize service tickets (19)
ITSM collaboration and documentation (14)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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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.
- 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
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
- Supported: Customer portal
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Intruduction to Web Help Desk
Web Help Desk product training
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.
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- SolarWinds Web Help Desk was easy to implement and maintain
- Support behind the product is phenomenal
- SolarWinds is great about notifying customers about product updates
- Owners / Users of the product can make suggestions to SolarWinds to help make improvements or feature requests
- I have been a user for over 8 years and the product continues to exceed my expectations!
- I am amazed at the fact that the users have an impact on how the product continues to evolve
- Continued efforts put forth on the security of all the SolarWinds products have been amazing
- Ticket Creation and Completion Tracking
- Assets Management and Reservations
- FAQs management
- Mobile App
- Easy to view tickets for department and self.
- Easy to assign tickets to techs.
- Easy to create email in ticket to send to user.
- Advanced ticket search capabilities.
- Ticket emails show all details of ticket.
- Clunky, dated interface.
- Interface doesn't always work. Sometimes have to click multiple times to get something to work.
- No categories for tickets.
- It is not possible to unmerge tickets in the technician interface. You have to go into the database to do this.
- Active Directory Integration
- Asset managment
- User and tech both receive emails upon entry
- Easy to use interface
- Great reporting functions
- Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
- Setting up new techs with the building they are responsible for can be a little messy
- Web-based interface compatible with all browsers
- In-depth ticket class customization
- SLA settings for ticket queues
- Integration with other software platforms
- Reporting functionality is limited and confusing
- User interface customization is extremely limited
- End-user layout can be confusing
- Admin roles do not provide a universal view
- Tickets do not always show up in the admin queue
- Quick response
- Respectful and knowledgeable
- Always willing to help
- If there is a tough question, they willingly bring in engineers and others to assist.
- More support materials. Videos on certain functions, etc.
- More easily brand-able materials.
- Wracking my brain to think of more, but honestly, I can't.
- The reporting is great and shows our IT and Development teams what issues are causing the most amount of support tickets.
- Tracks tickets by user, department, issue, and status of ticket.
- Customization is great and you add custom fields to fit your exact needs.
- Better integration with 3rd party software providers.
- Wish there were better reporting templates.
- Technical support needs some work since it's inconsistent with SolarWinds. But most solutions can be found online.
- Patch management
- Remote login and remote management
- Asset reporting
- Pricing could be more competitive
- Better patch deployment tools
- Better Mac OSX support
- Tracks tickets by user, department, and issue.
- Keeps track of assets. E.g. desktops and servers. This feature is great. You don't have to run around looking for the location of an asset.
- Able to customize and run reports to show activity on employees, departments, or specific issues within the organization
- Able to locate a previous ticket, see what resolution it had, and use that on future tickets.
- Able to add Work schedule and vacation options so tickets go the backup tech.
- You're not able to make the Lead technician have a secondary email, so that when a ticket is open the manager also receives the email alert that a ticket has been opened.
- Not able to have one then one lead tech.
- Not able to add breaks and lunch schedule so that when the lead tech is away on break the tickets go to the backup tech
- Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
- Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
- Overall metrics allow us to staff properly for our tickets by location and remote users.
- Some of the initial setup could use better instruction.
- Customization will grow with experience with the product. Fortunately, there are good forums and support to help with this.
- Reporting is the same but we have found great help from the vendor and other resources on the web to get our reporting where we want it.
- Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
- It provides a great deal of information to both the user and tech.
- It allows us to automatically update asset information with our mobile device management system by using an extension.
- The Web Help Desk mobile application for iOS is severely lacking.
- Sometimes email notifications can be very cluttered.
- It's built on WebObjects which has been deprecated by Apple for many years.
- It's a little click-heavy.
- Capture incidents and resolutions
- Transforming resolutions to self help
- Reduces cost of repeat incidents by allowing proactive engagements
- We would like to see it integrated with the top 3 cloud providers
- Better integration with other solarwinds tools
- Automatically creates trouble tickets via email. This allows our users to create their own tickets and allows the technicians to review the queue and prioritize the work, allowing for more efficient production.
- Automatically corresponds with end users and technicians. Any changes made to a ticket can be automatically sent to all parties referenced in a ticket.
- Ticket updates via email. WHD also allows for tickets to be modified by email responses by clicking links in the corresponding emails it modifies the subject line which in turn updates the ticket when it is processed. For example, I can click the link to close the ticket in the email, type up a solution, and send the email and the ticket will automatically update and close out.
- Built-in inventory scanning. This system is very cumbersome and problematic. We eventually gave up on utilizing it as it was generating numerous duplicate entries.
- Software tracking. When the inventory scanning did work, the end results were not very efficient. We would have liked to have the ability to search for systems with Office 2013 installed on them for example, but their was no easy way to do that.
- Reliability. We find the server needs to be rebooted every couple of weeks as it slows to a crawl. This isn't a huge inconvenience to our small IT department, but it is an annoyance.
- Asset Management
- Group Management
- Change Control is not natively built in. It took a large amount of time to tweak WHD to perform this task by creating mailing groups, approvals, etc.
- The calendar function for setting up return for rented equipment in the asset management could be done better. Perhaps provide a widget that alerts the users of when and what needs to be returned and upcoming retrievals of equipment.
- Make custom trees for ticketing types easier to create. It would generally take me 30-45 minutes to create a new ticketing type and sub types. It shouldn't take that long.
- I love the dashboard. Being about to see a quick snapshot into what is going on was helpful when tracking trends and see where we were as a whole.
- The system is very user friendly for the end user. It makes entering a ticket very easy. This is one place that we continued to struggle before moving to SolarWinds Web Help Desk and our staff was ecstatic at will how easy it was to enter tickets and find out the status of an existing ticket
- Custom and automatic reports. We found this to be extremely helpful and it was not dependent on someone pulling the trigger.
- We did struggle with some of the inventory features. Because we were dealing with over 5000 iPads we found the check in and check out process very cumbersome and difficult to complete in a timely manner. There were to many steps where people had to type, click and some times we found that it would time out and not save the changes
- When creating invoices, we were not able to get the student name to be the bill to. It would always default to the Client Admin for the location. Again, we did find a work around but it takes more time and sometimes we were short on time
- Students would make payments on their invoices but we also found that was not something that worked well in this system.
- Customized ticket assignment, and routing.
- Asset management and tracking.
- Client, ticket and asset linkage.
- More variance in dashboard tracking.
- Second phone option for clients.
- Better way to track software.
- Reporting can always use more help.
- Client/Location History Is Very Helpful
- AD/LDAP Integration Is Easy
- SolarWinds Support Is Very Responsive
- DameWare Remote Control Integration Is Useful
- FAQ System Is A Big Time Saver
- Messages System Helps Prevent A Flood Of Tickets Over Known Issues
- Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
- Intermittent UI bugs (e.g.: fields disappear until page refreshes)
- AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
- Reports can be tricky to write
- SolarWinds Web Help Desk is easy to configure and customize. Some other, more complex solutions have more capabilities, but if they are so difficult to configure that they aren't used, the are useless.
- SolarWinds Web Help Desk does an excellent job of managing hardware asset information. This is critical in assigning tickets with accurate information.
- We have had spotty success with technical support. While adequate, I would like to see the support match the functionality of the product.