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.
Continue reading
Read all reviews

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

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of SolarWinds Web Help Desk (WHD), and make your voice heard!

Pricing

View all pricing
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?

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…

Product Demos

Introduction to Web Help Desk
Introduction to Web Help Desk
02:33
Web Help Desk Training: Action Rules - CEO Opens a Help Desk Ticket
Web Help Desk Training: Action Rules - CEO Opens a Help Desk Ticket
03:37

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

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) 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

View all alternatives

Reviews and Ratings

 (54)

Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Reseller
Review Source
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.
Michael Santangelo | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.