SolarWinds Web Help Desk is a Great Tool!
September 15, 2015

SolarWinds Web Help Desk is a Great Tool!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Assets, Tickets

Overall Satisfaction with SolarWinds Web Help Desk

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.
  • 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.
  • We definitely provide better customer service because of our use of SolarWinds Web Help Desk. Tracking support tickets that may be overdue is definitely much easier.
We have used other systems. The simplicity of SolarWinds Web Help Desk, its ease of setup and use have made it a valuable tool in our toolbox. You can pay hundreds of thousands of dollars for a sprawling Help Desk package, but if your needs are like most companies, SolarWinds Web Help Desk provides the tools needed to get the job done without hiring a large staff to develop and maintain it.
Does the product, as written, meet my needs? Do not rely on planned future upgrades or enhancements. Purchase the product based on current capabilities, not it's potential. This is not unique to SolarWinds Web Help Desk, this is any software package.

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Subscription-based notifications
ITSM collaboration and documentation
Not Rated