Web Help Desk

4 / 5 69 reviews

Who Uses This Software?

IT Admins, Help Desk Technicians, Service Desk Technicians, Technical Support


Average Ratings

69 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $695.00/one-time/user
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • SolarWinds
  • www.solarwinds.com
  • Founded 2000
  • United States

About Web Help Desk

With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.


Web Help Desk Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal

Web Help Desk Reviews Recently Reviewed!

Great solution with low cost

Nov 17, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, end users like the ease of submitting tickets by just sending an email through Outlook.

Cons: Some of the back end setting could use a little refining to make things more streamlined. Otherwise a good solution.

Overall: Tracking of IT issues, tracking of trends

Very easy to use intuitive helpdesk tool to use.

Nov 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of use and up to date GUI. The added FAQ sections which can also be visible to clients a plus as well.

Cons: The dashboards and reports. You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

Overall: Helpdesk management became much easier with this software. Ability to track and manage tickets made us more productive.

Very cheap system, but not ITIL compliant

Aug 28, 2017
3/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Cheap fees compared to other similar product platforms, easy to use for a variety of tasks that work.

Cons: SLAs - can be introduced but only globally (not per contract/customer) and not able to report on as only appearing in the history section when added (respond, restore, resolve). Asked support and was instructed this platform was not able to currently:
1. set up separate SLAs per contract/customer,
2. not able to get information out for reporting.
Also asked to cut and paste (keeping format) instead of adding attachments out of order which makes it much easier to follow instructions or details from our customers.
Feature Requests raised for these issues without result.
Taken this platform is not aimed at multi-nationals. Will be difficult to stay on this platform as automation of reporting per customer SLAs can not be done, taking too much effort to manually achieve.

Overall: Platform was installed upon my arrival into the company. As we improve the Services teams and tools we need to also obtain a ITIL solution, which WHD currently does not provide - especially around the company specific SLA report function. I was hoping to have the tool upgraded (offered to pay for this several times) but no responses from Solarwinds Sales or Marketing.

Awesome but dated

Jul 26, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy navigation and easy access to information, reports, as well has monitoring solutions built in.

Cons: Solarwinds lacks updates, and feature improvements, I have used this product for 3 years and have yet to see any big changes. Very dated.

Robust System

Jul 26, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There is no limit to the customization, this software is easy to use, setup and manage. Currently using with over 500+ employees.

Cons: Price, and the interface is dated. Using this on mobile devices is very hard, needs some better application development for the price.

Very robust on prem software.

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Complete control of all customization for you environment. You also have the ability to configure email ticket so you do not have to rely on VPN connections to submit tickets. We all know how reliable VPN's can be. For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

Cons: I think that for the upfront cost of the software and the amount that you pay for yearly support and updates that the seat count should at least start at two people instead of just one. This is a setback with the upfront cost.

Overall: Prioritization and organization for a single Help Desk user to control a 100+ user environment.

Awesome Product

Jul 11, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Solar winds does it again - Web Help Desk command center, this software is amazing and easy to use.

Cons: The main con of this program is the look and feel of the user interface, when dealing with desktop guys it is best to have a "awesome" look and feel, make the geek feel cool!

Very Robust!

Jun 15, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: A lot of customization! This software is applicable in any environment. I have used it at to different mid sized companies. One 100+ users and the other 150+ users.

Cons: The cost to add an extra seat. It should come with 2-3 with the initial purchase. I also re-upped the support thinking that I would have some updates and the only thing that I received was another year of support. So, no changes to software or added features.

Overall: Prioritization of IT issues. Helps me keep the important things ahead of the can get to later issues.

It has the potential to be the best helpdesk software on the market, and currently is really good

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: User interface, integration with other SolarWinds products, Support, ease of install and management.

Cons: It needs some improvements and customization ability. I would like to see a better parent child ticket relationship established. It could improve the custom field settings greatly. Allowing for more of them in other places. Its needs better navigation.

Overall: Ability to tranck issues, support users in a timely manor, track time needed for projects to better forecast for future projects, reliability, friendly user interface.

Effective but interface is dated

May 11, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

Cons: The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

Vendor Response

by SolarWinds on August 02, 2017

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here: https://thwack.solarwinds.com/community/tools_tht/web-help-desk

Web Help Desk has worked better than the past ticketing system we have. It does what we at this time

May 11, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Very easy to users to respond and create tickets. When users create tickets through the website it will list their IP Address of the computer they are using. You can set up a status on a ticket for waiting for a response. After the criteria of your choosing will send users email and after the criteria are met it will auto close the ticket. You can also use multi-approval chain works great. If you have sign off of more than 1 person will generate an email to one and if they approve sends to the other. If any deny in the chain will stop the process. You can also respond to tickets through email which goes directly to the user without having to log into the system.

Cons: There is no true purchase order. It's more like a tracking of POs you already have done in another system. IF you want to use then it has to add make and model. Sometimes when clicking a field it will randomly close and you have to back out the ticket and go back in. When ordering licenses the admin uses up a license. When searching tickets can only search by the last name. If you have assets linked to a user you have to set up manually for each user. The mobile app hasn't been updated for users, so do not use. If you want embedded documents or pictures in the PAQs have to use BBCODE, which if are a busy helpdesk won't have time to create.

Vendor Response

by SolarWinds on May 26, 2017

Just wanted to thank you for sharing this honest feedback. Without a doubt, we have some room for improvement, but it's comments like this that keep us on the right path.

Its great Product and may change ITSM to the next level

May 11, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Self Service and Asset Management made easy and even for those users who are new to computers. Frequently Asked Questions area is more Powerful and can be further customized.

Cons: Change Management needs improvement and separate Ticket Prefix shall be supported. For example, Change Management requests may start using RFC0001, Incidents may start INC0001 and Normal Support Tickets may start from SR00001 etc.. There should be provision to display .jpg or .gif files in the browser instead of attachments.

Overall: ITSM made easy.

Vendor Response

by SolarWinds on May 26, 2017

Glad you've found our ITSM capabilities to be to your liking. Your other suggestion regarding Ticket prefixes is most interesting. Have you published this as a feature request on our online community - THWACK?

Very easy to setup

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love how easy it is to use for us and our staff. It is easy to keep track of reporting and to look up responses and past tickets.

Cons: Asset Management is not the easiest to add assets into. Longer process to add them in individually.

Overall: The price point is low which enables it feasable to K-12 education. This also is very seamless to setup and customer support is great.

Very nice and easy program

May 10, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very easy to navigate and easy access to information and I need and monitor. As in Web application performance application up time and down time.

Cons: The main reason I gave it a 3 star on the Ease of Use was beacues I had a little trouble installing and setup. But once it done every thing was easy. I think my main problem was with my Virtual Environment not the software itself.

Overall: At a quick glance I can get all the info I need.

Vendor Response

by SolarWinds on May 26, 2017

Thanks for this feedback. Somewhat of a moot point by now, but new user's should know that we have a ton of resources available in the SolarWInds Success Center to help you get up and running using Web Help Desk and troubleshoot any issues along the way.

Very good experience setting up a system from scratch, from sales to Customer Service.

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

Cons: The report module and the part and billing feature is weak.
Generating reports is not that intuitive and there is things that you cant get an report on.
Parts and billing, missing pricing features and invoice / packing list options.
Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

Overall: Better customer service

This has worked well for our company, and best advantage has been prompt and good tech support.

May 10, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Customer support and tech support from Solarwinds has been quick and efficient. We have had minimal trouble from our users since implemented.

Cons: There are still some features we would like that I have asked about but been told currently these are not available ie: Case #1147377 - "Ticket Custom Fields"

Overall: It has changed our whole HELPDESK process and streamlined for the company.

Excellent once fully Configured. Quick and easy ticket submissions.

May 10, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Some pros to this is that it syncs with your active directory and other solarwinds products. Allowing users to create tickets using their AD credentials instead of having to create individual accounts. The Ticket tracking is also very nice and clean.

Cons: The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either.

Hasn't been too pleasant but I've dealt with worse.

May 10, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Ease of use for clients.

Cons: Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it.

Vendor Response

by SolarWinds on May 23, 2017

We're sorry to hear that your experience with Web Help Desk has been less that satisfactory. Regarding your question about customer reports, have you checked out the SolarWinds Success Center? Here's a link that provides direct access to a tutorial on this subject: http://bit.ly/2qaqiSR. Aside from this, your performance issues are troubling. We strongly urge you to submit a support ticket to further troubleshoot this issue.

Basic Helpdesk that needs a lot of work to be brought up to industry standards

May 10, 2017
3/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed.

Cons: Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious.

Overall: Full ticketing system for the last 12 years.

Vendor Response

by SolarWinds on May 23, 2017

Thank you for your continued use of Web Help Desk, this loyalty to the product means a lot. Though you stated your piece about its progression, let us reassure you things are moving... and fast. Check out the Web Help Desk Product Page on https://thwack.solarwinds.com to access our product roadmap and see what coming down the pike.

Has the features we need to make our support experience painless for our end users.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of use is what has sold me. I was able to customize the experience to my liking without to much effort. We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day. From the techs to the staff, it has been a great tool that has eliminated a lot of time waste that we used to have.

Cons: Probably the biggest con that I would have is that there isn't a remote desktop client built in. Of course we are in an education environment, and cost is always an issue. We'd love to have the integration without the additional cost, but I realize that's not always an option.

Overall: Time savings, and a good handle on what opportunities we have in our organization.

Excellent setup and function. Provides a great and easy interface for clients and techs.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system.

Cons: It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted.

Overall: Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen.

Confusing at first but getting the hang of it

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the ability to build custom maps of the overall network. This allows frequent checkups on how the system's are running. Ticketing systems are easily used except input users selecting the correct assigned IT personnel.

Cons: Very big learning curve and way to many different systems that need their own installation instead of a (add on) to the main solarwind program. Still learning about network discovery and even with the help videos, there are still things not working properly yet.

Overall: Seeing the overall network in one location. Being able to manage help desk tickets. Trying to implement a inventory list still not getting that to work.

I'm a daily user of the system and have not had any major issues.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization.

Cons: I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization.

A helpdesk product that integrates with Solar Winds? Yes, please!

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events.

Cons: The assets aren't cleanly entered into the system from Solar Winds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices.

Overall: Help Desk ticket database with asset inventory

Vendor Response

by SolarWinds on May 23, 2017

Your review brings up a good point: something often overlooked is the fact that Web Help Desk integrates with products that are part of SolarWInds Orion Platform. Glad you're taking advantage of this, because the benefits are sweet!

Easy to use, but search functions are terrible.

May 10, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The software is easy to use and navigate... There are many mediums of data collection that can be create and customized.

Cons: Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that.

Overall: Its simple to use and easy yo navigate...

Vendor Response

by SolarWinds on May 26, 2017

This is really great input. Have you added a feature request for this advance search functionality? We strongly urge you to visit the Web Help Desk Product Page on https://thwack.solarwinds.com, there you can submit this suggestion and if it gains enough steam from our online community, you could someday see this enhancement, in-product, in a future release.

We have recently moved to Web Help Desk from a BMC solution. Support has been very helpful.

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The effectiveness is in the simplicity. We can address our needs without an overly complicated amount of steps, yet have enough flexibility to shape the tool to our needs. Every question we have had has been answered quickly and to the point. Tech Support has been responsive and helpful.

Overall: cost effective solution

We use and set up this ticket system several months ago, and very pleased with functionality.

May 10, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy setup on own server, good customization if your familiar with how java works. Easily add current environment with LDAP detection for domain objects. Can also easily set up assets via wmi, or even straight IP detection.

Cons: We've had a couple issues with software losing license key seeming inexplicably. Resetting and fixing this issue one time was simple fix, the other required a couple days waiting for support to reply, for it needed to be fixed on their end. Only other complaint with company comes in the sales team. Once purchasing a product form them, of which many are great, we all use remote support software from them which is fantastic. However, be expected to be bombarded daily with spam about future products. Also had experience with a slimy sales rep whom called office stating to the receptionist that I had contacted him for help with something. I had not.

Great Customer Support

May 10, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The UI is very robust. This program has a lot of customization. Great search features. The End user learning curve is low. I do IT training for users and it takes only a few minutes to get them up to speed on how to submit a ticket, cancel, review or add notes to them.

Cons: I would like the Phone app to have a VPN connection option so I can manage out of office or for users on the road. A Direct VPN connection would be nice with inconsistencies through firewall VPNs for submitting tickets from remote computers. Don't use the email feature. Running reports could be less of a hassle. More color for locations.

Overall: One Man show for 100+ user environment. Helps organization and prioritization of end user problems.

Our experience with WHD has been ok to underwhelming

May 10, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.

Cons: The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.

Overall: It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.

Vendor Response

by SolarWinds on May 31, 2017

We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.

Great product and very affordable.

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and administer. Low cost. Fairly customizable. Integrates with other Solarwinds products.

Cons: The iOS app is not as useful as it could be. The app interface could use a makeover and it would be nice to have features like bar code scanning using the camera.

Overall: It has been a very low cost, reliable solution that has helped us keep track of assets and help tickets. It also requires very little maintenance.

Solid Helpdesk/Service Desk ITSM tool with all the features you would expect

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems.

Cons: There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards.

Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms.

We have had the web helpdesk for about 2 years. Has made our live easier using this easy to use app.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to incorporate with AD. Easy to customize your own reports for management. I like how each user has the ability to modify there own dash board.

Cons: The color an theme should be interchangeable. I wish there was a switchable color theme. For the most part that is it.

Overall: Having to not worry about slowness and random errors that we got from our old in-house solution. Web HelpDesk is easy to setup and use.

Great all in one solution for NOC Management

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Integration across systems for a true live enviroment. We're able to pinpoint network usage or a downed node within seconds. Custom map utilization helps us view our environment as we see it.

Cons: Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk.

Overall: Easy, centralized help desk and infrastructure management

This tool is incredibly useful in keeping my IT department organized task orientated.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I enjoy the integration with other SolarWinds product such as DameWare Support. An indispensable tool that helps gauge out teams efficiency and help us identify trends and appropriately adjust resources for projects. I absolutely love the email-to-ticket feature as it helped with adoption from my users. the software scales well and completely granular at the same time.

Cons: As robust as It is, it can become easy to get lost in the features. We had an issue with text message alerts that was resolved with the help of support.

I operate as an administrator of the system as well as running a help desk team out of the system.

May 10, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The pricing system is definitely a bonus when compared to other software solutions. You get a lot of bang for your buck. Out of the box it works fairly well, but we have a lot of specialized use cases that took more to implement. The administration features are fairly simplistic - could be good or bad depending on how you look at it, but as someone with minimal code/administration experience it's easy to jump right in and get what you need done. Bulk features is nice. Client and ticket history were a must for us as we have our HR team working out of this system in tandem with other teams.

Cons: 1. Lack of in depth customization. This extends to UI, ticket options, even the action rules are pretty railroaded in terms of what you can do.
2. Built in reporting isn't great. It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information.
3. Systems other than the ticketing feature aren't fleshed out. Assets and FAQs both stink, even when compared to ticketing system.

Overall: It does what it says on the box - helps us track issues and tickets.

I have been very pleased with the product

May 10, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It was priced well for the features it provides. It integrates with SCCM for inventory purposes as well as SQL and Exchange.

Cons: some of the interface is not as intuitive as I would like it to be. really very minor. I would like to create a ticket from the client information page. and have a save button at the top of the ticket too,

Overall: As it should it helps keep up with work orders that users have notified us about and I can access it from smartphone which is very handy

Easy to navigate and Analyze

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I enjoy being able to custom build reports, have an amazing dashboard in the NOC for all to see. One with soft helpdesk technical skills can easy navigate and self learn. Wonderful mobile interface with iPhone.

Cons: Would like a training session on digging deeper to create specific reports and in the Dashboard. A shared dashboard among all users would be wonderful instead of user specific.

Overall: Wonderful Analytical data and easy Admin interface

Fast, Easy, effective

May 10, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is easy to see all tickets in the system, and who is working said tickets. Notes within the tickets are easy to add or edit, and the reporting is a great feature.

Cons: It tends to hang in my browser at times, which requires a restart of the browser. This happens both in Internet Explorer 11, or Firefox.

Overall: Asset management

Vendor Response

by SolarWinds on May 26, 2017

We're so glad to hear you're able to use Web Help Desk with such ease and that you've enjoyed the ability to track ticket status among other functions. Depending on which version of the product you're using, this could be the cause of your browser-related issues. Here is a link to a resources to verify your favored browser is suited for your running instance: http://bit.ly/2rbhXle. If you're issues persist, we strongly urge you to contact our support team via the SolarWinds Success Center for more guidance.

Simple quick setup. Very easy to use. Found nothing its lacking.

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Runs on MacOS X
Integrates with JAMF Casper for asset management
Binds to Apple's Open Directory
Works really well from the users standpoint. Whether they choose to simply communicate through email or log directly in.

Cons: If you close the browser window without logging out first, it can be problematic to get logged back in without quitting the browser entirely.

Overall: Dramatically simplified managing IT support issues.

Easy to use and track tickets.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that end users are able to update tickets. We are able to provide FAQs to all end users. Nice to add hardware to user profile.

Cons: Not clear to end users that they must login to update or respond to their tickets through the helpdesk, users are responding in email instead.

Well put together help desk.

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to send messages back and forth from client and technician. Can then set reminders on tickets to ensure you do not over look a ticket. Has a FAQ section that allows you to record solutions to reoccurring problems or questions.

Cons: If a ticket has been passed around a few times it is not easy to see who previously worked on the ticket. The information is displayed in the ticket history but this records everything and can become lengthy on a higher level ticket.

Overall: Maintain and track help desk tickets. Also enter in my own projects help keep me on task. Notes feature allows me to add any updates I have made or upload any new documents I may have.

This is licensed help desk software... just like every other licensed help desk software.

May 10, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: WE mostly use the Tickets and the Assets portions of the software. I actually reference the Assets portion of this software the most. It helps me to evaluate the current and future needs of our end users. I can quickly search and find the hardware a user has; which allows me to determine what can be reallocated and to whom.

Cons: The cost. We were looking at open source packages but the person that made the final decision decided to purchase this software.

Overall: We changed/updated our inventory software to this software. The web interface allows multiple users to use the software simultaneously.

Vendor Response

by SolarWinds on May 26, 2017

Yes, asset management is a strong suit for the product, and you've highlighted this point very well. As for your comments regarding the cost, it's hard to beat free, but we think we offer one heck of a bargain.

Easy to use but missing some functionality

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customizing ability and ease of use for clients. Easy to track assets and update inventory. Reporting is very easy.

Cons: Have to go into settings every time I need to add request types or new assets. I want to make additions right from the ticket screen or asset screen. Also I want the help desk calendar to sync directly onto my outlook calendar. Asset audit sucks. Want to know detailed info about the computers like software, o/S, memory, hard drive and it's a pain or doesn't pull the info most of the time.

Overall: Tracking and time savings

In valuable tool to running our schools!

May 10, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are several good things about this program. 1st, the ability to keep track of problems. This cannot be underestimated across two buildings with hundreds of laptops and other equipment. 2nd, the ability to maintain open dialogue with clients who need repairs. 3rd, the ability to sort issues by client, room, or situations and see the history of a problem, or a problem user.

Cons: The interface is functional, just not snazzy, and modern! I have always wanted an ability to printout a viable list of open jobs to give to techs. I just can't figure out how to do that. For instance, assign all AV jobs to one tech and send him/her a Task List...

Overall: It is how we manage our workflow.

Good but a bit outdated

May 10, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It offers a lot given the price. You have a ticketing system, FAQs section, Reports that can be run on tickets / techs. You can also set up action rules that can automate tickets, for example reports being run. Integrates with AD. The layout is fairly intuitive and organizing tickets / categories / etc is easy.

Cons: Some features are half baked. Assets / Parts isn't very intuitive to work with and creates more problems than it solves. For example it will produce multiple entries based on a wireless IP and wired IP and there is no way to force it to use a MAC address which would make a lot more sense. I would say there is a fairly steep learning curve if you really want to get into advanced features. I didn't even know a lot of them existed until about a year ago. Support is hit or miss.

Overall: Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

Vendor Response

by SolarWinds on May 26, 2017

We thank you for this very honest feedback. We clearly have some room to improve, but we are working at it every day.

Great management tool for our organization

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Email-centric the users have the option for webforms or email.
Goes as deep as you need - you can create a simple ticket system or integrate with asset management and other tools.
Easy to manage

Cons: online help could be easier to use, sometimes i have to go hunting for a tool or screen to manage.
Asset management should do discovery and keep itself up to date.

Decent Ticketing System

May 10, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Hosted locally for added security. Inventories machines. Ability to RDP within ticketing system. Will text alerts is added plus

Cons: Updating application can be sometimes time-consuming.

Great product

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets.

Cons: For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use.

Overall: Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system.

Great product overall

May 10, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy deployment. Fairly robust automation/workflow (certainly room for improvement). Integration with other SolarWinds products works well.

Cons: Very limited reporting functionality. Much of the available customization is not intuitive...wizards would be a great feature addition.

Overall: Organization of open tickets.

Web Help Desk is a highly customizable product for both the client and the technician

May 10, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Web Help Desk is so stinking flexible it drives me crazy. Fields can be made hidden, visible, editable at every level of user (client/technician). You can even create your own custom fields. Escalation path, approval processes are all there. You just select what you want to use and how to implement it.

Cons: Web Help Desk is so stinking flexible I some times have trouble keeping track of all the options. I've now manged to turn off a feature that I can't figure out how to turn back on!

Overall: I can control the entire ticketing process. Create approvals and auto escalations. The flexibility is beyond comparison.

simply works as expected!

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well.

Overall: Ease of use and time savings are the biggest thing. as previously stated, it just works!

We moved from TrackIT! to Web Help Desk, and it is much easier to use overall.

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and access. Covers everything we need for a small/medium business, and runs great a virtual server. If you buy other products from SolarWinds it integrates with those too. The emailing of tickets is seemless, and it is easy to keep all communications within the tool. Integrates nicely with Active Directory.

Cons: Asset tracking is not as good as other tools. The reporting has a learning curve, and needs to have more options.

Overall: Easy deployment and configuration. Were also able to use the ticketing system for departments other than IT, such as HR and Maintenance. Our users were also able to adopt Web Help Desk with very little training. For users without an email address in our company WHD gave us a way create users so they could submit tickets, we did not have this option with other software.

Powerful Config Options

May 10, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The ability to sort tickets to different teams with ease. Web Help Desk makes our approval processes easier to manage and verify. Developers responded directly to forum requests.

Cons: Limited to a single tab per user. If links are opened in multiple tabs issues will occur. Still has some limits with approval boards.

Solid Solution!

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of Use, UI is easy, not much training needed for the help desk role, I can set someone in front and let them run.

Cons: There is no futuristic AI development. The teir 1 helpdesk as we know it will be run by an AI solution in 5 years from now.

Vendor Response

by SolarWinds on May 26, 2017

Certainly an interesting premonition, but we are banking on the fact that customer service/customer success is and will continue to be best served by a warm-blooded individual.

Webhelpdesk has really taken our ticket and tracking system to a whole new level!

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus!

Cons: It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean.

A very robust ticketing system, with a lot of customizable options

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is very configurable including custom action rules, approval processes, inventory (software/hardware), and various queues that allow for customized responses.

Cons: The format of replies can be difficult to read/follow and is not very customizable. The inventory does not collect the user an asset is assigned to; while this is a typical WMI feature, it's not available for some reason in our current version.

Overall: Better overall organization for our teams, which allows for more detailed collaboration and ticket resolution all around.

Setup is hard, but after that it's a great product

May 10, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ability to set up software on end user machines. I am able to help end users very quickly, and our software packages are growing.

Cons: Initial setup was a pain. I had to quote out a SQL server and set that up just to use the product. Something w hadn't done in this environment

Overall: Very easy software inventory and end user management

The ability to act more efficiently for our end users.

May 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The ease of use, the end user has the power to submit a well thought out help request. We can also manage many assets and software through the application.

Vendor Response

by SolarWinds on May 26, 2017

No negatives? We'll take it! Thanks so much for this very positive feedback.

Great Product! Does More Than Expected / Necessary

May 09, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product.

Cons: The only real downside to SolarWinds has been the fact that some of the more advanced things such as Single Sign On (SSO) / ADFS were not very user friendly to configure, but we have successfully done it, and it does work quite well. The only other issue we have had is some off / on issues where if we reboot the server we have it hosted on, it will go back to being a trial license, but a simple call to Customer Support and the issue is resolved.

WebHelpDesk has provided us a simplified yet powerful ticketing system to streamline our workflow.

May 09, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of implementation and use
User friendly UI
Easy to create dashboards for management
Incredibly easy to manage

Cons: Lacks some more advanced features that larger solutions have but nothing I find I miss; it certainly makes up for this in simplicity and cost.

Overall: We were looking for a replacement solution to streamline our workflow and provide a better client experience for our clients. WebHelpDesk was able to do all of these things at a significantly lower cost and with better support than our previous solution.

Vendor Response

by SolarWinds on May 23, 2017

Thank you for sharing your satisfaction with Web Help Desk. We appreciate your support!

Solarwinds Web Help Desk is awesome and has tons of features!

May 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Web Help Desk (WHD) has two main features that I love. You can create help desk tickets and you can track assets.
WHD ticket system has a dashboard that you can create many different widgets on to see beautiful and detailed graphics. It also also has tabs to see your tickets, your group tickets, flagged tickets, and a search tab to see all tickets.
WHD assets system allows you to input your devices or anything that used like to allow users to borrow. Then users can request usage of the devices.
WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

Overall: Asset and Help Desk Ticket Tracking

The old saying of you get what you pay for is apparent here...

Dec 15, 2016
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Comments: We used this product for two years... it was chosen because it was vastly cheaper than any other product out there and it really shows. While it can record incidents, that is about all it can do well. If you want to search or recall those incidents, good luck to you! The sorting of items is far too granular as this program follows no ITIL principles what so ever.
They always say that there are two great management programs out there, the one you had and the one you are about to get, never the one you have currently. I have yet to hear someone say that WHD was better than..... well anything.

WebHelpDesk is a great tool

Dec 01, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been users of WebHelpDesk before solar winds bought the company. It was a great tool 8 years ago but doesn't seem to have caught up to the times. That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

Great bang for your buck.

Oct 26, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Pros:
(1) Easy to use - simple interface that didn't take long to master. Clean, crisp design.
(2) Very affordable - sales rep that I worked with was very helpful and gave us a nice discount
(3) Good features: Task automation, work flow, email threading (adding ticket notes via email),
(4) Solar Winds Thwack Community forums: Great resource for questions/answers, adding feature requests, and getting connected to other Web Help Desk users.

Cons
(1) Support can be slow at times
(2) Could include more customization

Bottom Line:
We feel that we got plenty of bang for our buck with Solar Winds Web Help Desk. We have gotten exactly what we envisioned out of it and more. The design isn't award-winning and there isn't a lot to customize, but at end of the day efficiency and tech/client communication is what we are after and we feel that this has provided just that. Ultimately, if you are looking for a clean, crisp, easy-to manage, task-management and asset tracking solution, then this is for you.

great product

Oct 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: My company uses the Web Help Desk to track their clients' issues with their aerial surveying systems. I'm an organization freak. This program provides a great way to organize each client & their issues. It is easy to use & didn't take too long to understand how to work in the program. The type of statistics we require are not available through this program.

Pros: easy to use, organization

Cons: will not email to google group accounts, could provide more types of statistics

I used during 1 year i am looking another solution

Oct 19, 2015
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Very lacking software, sso doesen t work . acquired in 2012 by solarwinds it s not a level of nmp sam etc...

It s a poor helpdesksoft

Support webhelpdek is very bad.

If i let only for npm sam.

Documentation is poor

Aug 05, 2015
1/5
Overall
5 / 5
Ease of Use
1 / 5
Customer Support

Comments: I found the documentation to be very poor. It was missing information, misleading and even outdated in places (wants you to modify Group Policy Objects that have not existed since Windows XP days). The SSO capability was completely lacking. Several weeks of one-on-one with their technical support showed their development team that their SSO capability doesn't even work! That was the deal breaker for us. Usually took their tech support 24 to 48 hours to respond.

Amazing

Apr 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: A complete software for Help Desk.
Easy to use. Friendly interface.

Nearly abandoned by Solarwinds

Aug 20, 2014
3/5
Overall
3 / 5
Ease of Use
1 / 5
Customer Support

Comments: Lacking in common sense functionality. Lack of followthrough on feature update timelines. No analytics, no cross-utility between assets and tickets or users, no automated document creation based on ticket types or requests. The paid support seems present only to tell customers that functionality "does not exist at this time". One need only look to the customer forum "thwack" to see that most customers are looking elsewhere.

Other than that, it is easy to use and configure.