Item: SolarWinds Web Help Desk (WHD)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire organization. SolarWinds has helped our IT and development teams be more responsive to staff and customers. It provides clear reporting for our problem areas and how to reduce our support ticket count.

Pros and Cons

The reporting is great and shows our IT and Development teams what issues are causing the most amount of support tickets.
Tracks tickets by user, department, issue, and status of ticket.
Customization is great and you add custom fields to fit your exact needs.

Better integration with 3rd party software providers.
Wish there were better reporting templates.
Technical support needs some work since it's inconsistent with SolarWinds. But most solutions can be found online.

Return on Investment

We are able to reduce costs by finding the problem areas when we generate reports from SolarWinds.
Free up IT and Development staff to focus on other projects.
SolarWinds has done a great job at what it's designed to do which is a full ticketing system that can be customized to your exact needs.

Alternatives Considered

Zoho CRM

We looked at Zoho CRM but it was more expensive and not as robust as SolarWinds.

Support Rating

SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring.

Key Insights

Do you think SolarWinds Web Help Desk (WHD) delivers good value for the price?

Yes

Are you happy with SolarWinds Web Help Desk (WHD)'s feature set?

Yes

Did SolarWinds Web Help Desk (WHD) live up to sales and marketing promises?

Yes

Did implementation of SolarWinds Web Help Desk (WHD) go as expected?

Yes

Would you buy SolarWinds Web Help Desk (WHD) again?

Yes

Other Software Used

Microsoft Azure, Amazon S3 (Simple Storage Service), Microsoft 365 Business

Likelihood to Recommend

SolarWinds Web Help Desk is great as a support ticketing system. You get clear reports with what areas are causing the most amount of issues. We use it both as an internal and external ticketing system. The internal ticketing system is used by our inter IT staff and the external ticketing system is for users to enable our EMR customers to be able to submit support tickets. I wish SolarWinds provided better integration enterprise-level accounting software.

Great ticketing system to identify and resolve problem areas

Overall Satisfaction with SolarWinds Web Help Desk