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SolarWinds Web Help Desk--Great ticketing and tracking system
April 22, 2022

SolarWinds Web Help Desk--Great ticketing and tracking system

Jonathan Sorrenti | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Web Help Desk (WHD)

We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues and account creation requests through the college systems. End users who have issues can send in an email and leave a voice message and those are created into tickets. Use can also log into SolarWinds Web Help Desk and manually create their own ticket.
  • Ticket Creation and Completion Tracking
  • Assets Management and Reservations
  • FAQs management
  • Mobile App
  • Easy for users to submit tickets - saves time
  • Easy for technicians to see their workload - saves time

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

Brightspace, Adobe Captivate, Microsoft 365 (formerly Office 365)
This is a great ticketing system for users to submit issues for technicians to fix. This is a great system for tracking the work technicians complete. This software is great for asset tracking. This system is great at displaying FAQs that are tied to ticket issues. This wouldn't be a great system for scheduling appointments.

SolarWinds Web Help Desk (WHD) Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.3
Customer portal
10
Email support
10
Help Desk CRM integration
8

Using SolarWinds Web Help Desk (WHD)

15000 - Staff, Faculty, Students
40 - 1 System Admin 39 Technicians
  • Ticket Creation
  • FAQs
  • Asset Tracking
Great product. Great Price. The company still updates the product with bug fixes and new features.

Evaluating SolarWinds Web Help Desk (WHD) and Competitors

Yes - Microsoft Access. In-house ticket database system.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
They have a good pricing plan and the product is still being updated by the company.
We have been with SolarWinds Web Help Desk for over 10 years now. We probably won't change ticketing systems until this product has EOL.

SolarWinds Web Help Desk (WHD) Implementation

Read the notes and follow the steps provided.
  • Implemented in-house
Change management was minimal - Make sure you read all of the release notes and upgrade notes.
They do a good job of telling you what you need to do in steps.
Don't skip steps or you will mess up the updates.
  • Trying to install updates without reading upgrade notes.

SolarWinds Web Help Desk (WHD) Support

The SolarWinds teams is always available to assist with any issues that come up.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We just have the annual maintenance plan.
Yes - Yes. They have a support community also. So you can talk to their support team or others using the software.
Every time I needed help they solved my issue.

Using SolarWinds Web Help Desk (WHD)

Very easy-to-use interface for both the end-user and the techs.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Submitting tickets
  • I haven't used the parts tracker yet.
Yes - Yes, they have a mobile view for the web browser.
They need a mobile app.