Item: SolarWinds Web Help Desk (WHD)
Rating: 8
Author: Michael Chelone

Overall Satisfaction with SolarWinds Web Help Desk

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Customized ticket assignment, and routing.
Asset management and tracking.
Client, ticket and asset linkage.

Cons

More variance in dashboard tracking.
Second phone option for clients.
Better way to track software.
Reporting can always use more help.

Return on Investment

Huge increase in collaboration on incident tracking
Ability to report trends in total issues.

Alternatives Considered

HelpSpot

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.

Likelihood to Recommend

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

Comments

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

Software Version