Web Help Desk is a boon to IT management and Asset Compliance
September 21, 2015

Web Help Desk is a boon to IT management and Asset Compliance

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

Software Version


Overall Satisfaction with SolarWinds Web Help Desk

I used SolarWinds Web Help Desk at my old district. When I moved to my new position and saw the ticket system in place and our lack of inventory management I knew that implementation of SolarWinds Web Help Desk at my new job was going to be a huge boon. Not only has it simplified ticket responses but has allowed for robust inventory tracking. Integration with Active Directory has been a huge plus as well as planned SCCM integration for our inventory. Current implementation is only for our IT department but planned expansion to HR and operations is on-going as the benefits of a single platform and communication have already been readily seen.
  • 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.
  • Huge increase in collaboration on incident tracking
  • Ability to report trends in total issues.
UI overall was poorly implemented and work flow seemed wonky at best. Ease of use of SolarWinds Web Help Desk was simple and implementation was a breeze. Major plus was asset tracking over old product.
Still wish there was a better way to do on-boarding as generating multiple tickets seems a huge waste, would prefer a checklist style system integrated into the ticket with the ability to assign to multiple technicians.

Day to day tickets on the other hand are far simpler and easy to manage as well as meta issues being tied to a single ticket.

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
ITSM collaboration and documentation