Item: SolarWinds Web Help Desk (WHD)
Rating: 9
Author: Robert Pfau

Use Cases and Deployment Scope

[I use SolarWinds Web Help Desk (WHD)] across the entire organization, teachers/principals are responsible for submitting a ticket when empiercing a technology issue or request.

Pros and Cons

Active Directory Integration
Asset managment
User and tech both receive emails upon entry
Easy to use interface
Great reporting functions

Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
Setting up new techs with the building they are responsible for can be a little messy

Return on Investment

I enjoy I can continue running the software on my internal servers, the cloud is more expensive while providing minimal benefit to our organization
Cost per technician license is minimal

I haven't reviewed competition, we've been using [SolarWinds Web Help Desk (WHD)] for over 10 years. Because of this, I have a nice history on which users may need more attention. I haven't seen a need to check out the competition.

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

SolarWinds Serv-U, SolarWinds IP Address Manager (IPAM), FortiClient

Likelihood to Recommend

[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.

WHD Saves the day!

Overall Satisfaction with SolarWinds Web Help Desk (WHD)