Reasonable software for IT ticketing and more
November 25, 2025

Reasonable software for IT ticketing and more

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Web Help Desk (WHD)

We needed a ticketing system for IT as well as a purchase approval process and onboarding/offboarding ticket with checklist. This was able to do it all. We still haven't integrated it with SolarWinds Orion which it can do as well. We didn't have the funding to go with something like Service Now and I like Web Help Desk's UI better which is customizable

Pros

  • Integration with Active Directory
  • Integration with email
  • Checklist for onboarding and offboarding
  • approval flows

Cons

  • I have had problems with upgrades that break the system and have to restore snapshot prior to upgrade
  • The UI isn't as intuitive as it could be but I think it is better than SNOW
  • Documentation isn't always as helpful as it could be
  • Not sure about ROI but we now have hard data for the work we are doing
  • This was something that management wanted and it has made them happy
  • Reporting has been useful to see what tasks are taking most of our time
I give it this rating based on my experience with SNOW which I would rate lower because it is so difficult to find anything in SNOW. It might be better with more time to configure but we "had a box to check" and it met that requirement and I haven't had time to refine it.
I've only had experience with Service Now and I like this better. Maybe because I was just a user in Service Now but now I'm the owner of Web Help Desk.

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 Access Rights Manager (ARM), Veeam Data Platform, CyberArk Privileged Access Management
I think it is best for Small and medium businesses that have one person teams trying to get everything done. Larger companies with teams to help with implementation will want something more robust that can integrate with more systems.

SolarWinds Web Help Desk (WHD) Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
Self Help Community
8.0
External knowledge base
7
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

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