WHD Saves the day!
June 29, 2021

WHD Saves the day!

Robert Pfau | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SolarWinds Web Help Desk (WHD)

[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.
  • 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
  • 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.

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

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

SolarWinds Web Help Desk (WHD) Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
7
Customer portal
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated