SolarWinds Web Help Desk (WHD) Reviews

42 Ratings
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Score 7.4 out of 100

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Reviews (1-4 of 4)

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October 14, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Support Rating

SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring.
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September 15, 2015
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

We've only had a few issues with Web Help Desk, and every time we have contacted SolarWinds they have given us excellent service. We had a problem where Database backups clogged the hard drive and prevented the server from starting back up (which was a critical issue). SolarWinds contacted me in less than 15 minutes after putting in a ticket and the representative was friendly, knowledgeable, and willing to explain best practices to help prevent this from happening again.
They get a 7 because once during initial setup we were encountering problems with SSL certificates in Tomcat and the answer they provided us was a little less than satisfactory. We have our SSL certificates issued primarily as Windows PFX/PKC12, and Tomcat only accepts JKS. We were trying to get help on the conversion and SolarWinds kind of left us in a lurch. Thankfully, some people in the support forums had a solution and were able to help us out.
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Feature Scorecard Summary

Organize and prioritize service tickets (15)
Expert directory (11)
Subscription-based notifications (14)
ITSM collaboration and documentation (12)
Ticket creation and submission (5)
Ticket response (5)
External knowledge base (4)
Internal knowledge base (5)
Customer portal (5)
Social integration (3)
Email support (5)
Help Desk CRM integration (3)

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

Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management

Self Help Community Features

Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls

Multi-Channel Help Features

Has featureCustomer portal
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

SolarWinds Web Help Desk (WHD) Screenshots

SolarWinds Web Help Desk (WHD) Videos (2)

SolarWinds Web Help Desk (WHD) Downloadables

SolarWinds Web Help Desk (WHD) Competitors

SolarWinds Web Help Desk (WHD) Support Options

 Free VersionPaid Version
Social Media
Video Tutorials / Webinar

SolarWinds Web Help Desk (WHD) Technical Details

Deployment Types:On-premise
Operating Systems: Windows
Mobile Application:No

Frequently Asked Questions

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

Reviewers rate Subscription-based notifications highest, with a score of 9.8.

Who uses SolarWinds Web Help Desk (WHD)?

The most common users of SolarWinds Web Help Desk (WHD) are from Mid-size Companies and the Information Technology & Services industry.