Solid held desk offering with some shortcomings
April 23, 2021

Solid held desk offering with some shortcomings

Brent Long | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Web Help Desk (WHD)

We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR support, data analytics support, and even for requests to our facilities and supply departments. SolarWinds Web Help Desk (WHD) helps address our ability to communicate with a large user base on virtually any technical support or assistance issues that our staff needs. It also allows for a centralized tracking database on the performance and customer service metrics for my IT staff.
  • Web-based interface compatible with all browsers
  • In-depth ticket class customization
  • SLA settings for ticket queues
  • Integration with other software platforms
  • Reporting functionality is limited and confusing
  • User interface customization is extremely limited
  • End-user layout can be confusing
  • Admin roles do not provide a universal view
  • Tickets do not always show up in the admin queue
  • SolarWinds Web Help Desk (WHD) enables better SLAs and customer service levels
  • IT can justify ROI through efficient ticket times
  • ROI can be hard to justify once technician licenses grow with department
SolarWinds Web Help Desk (WHD) holds its own among the top competitors for help desk systems. Some advanced functionality, and more-so the lack of polished interface knocks it down compared to some competitors. I selected SolarWinds Web Help Desk (WHD) simply because I came into a shop that was already using it. I may evaluate new options in the coming years to try and find an offering with better reporting functionality and a more polished GUI.

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

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

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


Lansweeper, SolarWinds Network Performance Monitor (npm), VNC Connect
SolarWinds Web Help Desk (WHD) is a great tool for a smaller shop that needs an all-in-one solution for help desk functionality, and the added ability to track parts inventory, assets, and ticket labor costs is a plus. The reporting functionality struggles are a big complaint of mine from an administrator role because the pre-made ticket reports are lackluster at best and frustrating at worst. The cost per technician license is roughly on-par with other competition, but my familiarity with the free Spiceworks Help Desk and the functionality it offers makes that cost justification tough in these turbulent financial times. In larger companies with user bases exceeding 500--or technician counts exceeding 10--you're looking at a sizable annual investment in a product that you may not fully utilize because it overlaps with other products within the organization, such as asset management, cost tracking, and technician management.

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Not Rated
Email support
Help Desk CRM integration
Not Rated