SolarWinds WHD Review
April 15, 2016

SolarWinds WHD Review

Chris John | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Web Help Desk

Our IT department uses it to track issues and manage the workload and see what to prioritize our time on.

Pros

  • Keeps us organized
  • Accepts incoming email
  • Decent reporting
  • AD integration

Cons

  • Layout can be confusing
  • Integration with other products (ex: Lansweeper)
  • Keeps us organized.
  • Helps us track stuff we're working on and get an idea of what the status is across the department.
  • Reporting for higher ups to see what exactly IT is working on.
SolarWinds is probably the most basic of the 3 that I've worked with. SolarWinds was selected because it was the cheapest and we just wanted to use something that was fairly quick to set up and get going. Autotask is quite robust and might be a bit too much for what we need. ManageEngine was ok but we just decided to go with SolarWinds at the moment.
SolarWinds Web Help Desk (WHD) has helped us keep track of issues. I do like the fact that the AD integration works well. I feel though that the system overall feels a bit sparse. There is a personal dashboard that you can set up for each user but it only has a few options and just is very bare.

SolarWinds Web Help Desk (WHD) Feature Ratings

Incident and problem management
6.3
Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
5
ITSM collaboration and documentation
7
Self Help Community ()
Not Rated
Multi-Channel Help ()
Not Rated

Using SolarWinds Web Help Desk

3 - They represent IT. It's used for us to track the issues we deal with on a daily basis and also any ongoing projects we might be working on. Does that decently.
2 - the CTO and IT Systems engineer. Skills that are needed are understanding of email integration with Exchange, some knowledge of web server management.
  • IT issues organization
  • Reporting for CTO and COO
  • We don't have users email in tickets.
  • We don't have users get notified of the tickets being created.
  • Possibly used to track requests for office services (supplies and other office related needs)

Using SolarWinds Web Help Desk

Web Help Desk does the job in allowing you to track and organize issues. But it's a very sparse interface and lot of functionality seems buried.
ProsCons
Relatively simple
Easy to use
Technical support not required
Quick to learn
Feel confident using
Familiar
None
  • Merging tickets
  • Assigning tickets
  • Creating tickets
  • Setting up alerting
  • dashboard not very good

Comments

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