Item: SolarWinds Web Help Desk (WHD)
Rating: 5
Author: Robert Pfau

Overall Satisfaction with SolarWinds Web Help Desk (WHD)

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 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 and Cons

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.

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

Usability

It's not cloud based so users have to be on the network to submit a ticket. It doesn't plug into Google or Microsoft Azure so all inventory has to be manually entered. It seems like solar winds is allowing the product to slow fall into obsolescence.

Alternatives Considered

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.

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, HPE Alletra, Aruba ClearPass, FortiEDR, Aruba Networks Wireless WAN

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.

SolarWinds Web Help Desk (WHD) Feature Ratings

Comments

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