No-frills help desk ticketing system
November 14, 2017

No-frills help desk ticketing system

John Mahlman IV | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SolarWinds Web Help Desk

Our university uses Solarwinds Web help Desk as our primary ticketing system for students, faculty, and staff. It helps delegate tasks automatically to the appropriate techs within the information systems department. We also have it connected to our mobile device management system which allows asset information to be added to each ticket automatically if a user has a system enrolled.
  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
  • The Web Help Desk mobile application for iOS is severely lacking.
  • Sometimes email notifications can be very cluttered.
  • It's built on WebObjects which has been deprecated by Apple for many years.
  • It's a little click-heavy.
  • Positive - Allows us to create granular reports to address problem areas fairly quickly
  • Positive - Routes tickets to appropriate tech/team based on user problem selection
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
I feel that Web Help Desk would be appropriate for technical users or for people that require a great deal of customization without a lot of frills.

A small organization, or an organization that employs many non-technical people may find Web help Desk to be too utilitarian and/or difficult to use.

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
7
Expert directory
3
Subscription-based notifications
8
ITSM collaboration and documentation
3