Item: SolarWinds Web Help Desk (WHD)
Rating: 8
Author: Brent Long

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

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

Alternatives Considered

Spiceworks Help Desk and ManageEngine ServiceDesk Plus

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.

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?

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?

Yes

Other Software Used

Lansweeper, SolarWinds Network Performance Monitor (npm), VNC Connect

Likelihood to Recommend

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.

Solid held desk offering with some shortcomings

Overall Satisfaction with SolarWinds Web Help Desk (WHD)