SolarWinds Web Help Desk is a Great Tool!
September 15, 2015
SolarWinds Web Help Desk is a Great Tool!
Score 8 out of 10
Vetted Review
Verified User
Software Version
12
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.