WHD Saves the day!
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 experiencing a technology issue or request. We did use it for laptop and Chromebook inventory, it included helpful information such as purchase order, price, date and location deployed. We used to use an excel spreadsheet to keep track of tickets, who was responsible for resolving them and any notes the user had.
Pros
- Active Directory Integration
- Asset managment
- User and tech both receive emails upon entry
- Easy to use interface
- Great reporting functions
Cons
- 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 would like to see the UI updated. It looks old, even in the latest releases.
- 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
This product is "fine" if you need a basic ticketing solution and your users are on prem. It ties nicely to an on prem active directory solution, but not Azure or Google workspace. The reports are decent, but there are better options available.
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
Comments
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