Who Uses This Software?

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


Average Ratings

104 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
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

Web Help Desk Reviews Recently Reviewed!


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

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.

Capterra loader

Make your end user support structured

Feb 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Cons: As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

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.

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

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.

Full Featured Help Desk Solution

Mar 15, 2019
5/5
Overall

5 / 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: Ease of use. I have had new techs that havent had any experience with a ticketing system sit down and be able to use this product within several minutes. Also it has been a godsend for our staff as we require them to log in to the system to create tickets.

Cons: Inventory function. I was hoping for an easier way to track our device inventory. I believe it would do the job, but the initial setup has to be comprehensive to make things work smoothly.

Overall: We have streamlined our process for reporting issues in our district which in turn has made our response times come down. Having a history of issues is also beneficial for training purposes and for staff to see how to fix a recurring issue they may have. Overall has made us much more efficient.

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.

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.

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.

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

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.

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.

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.

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.

Capterra loader

Web Help Desk simply put saves your bacon...

Feb 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

Cons: I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

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.

Easy To Setup and Train End Users to Use

Mar 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: Has tons of features and functionality AND it is easy to setup and utilize all of them. From start to full web help desk completion, it took roughly two weeks (not day to day) and it was fully setup and being used by all company staff to submit tickets, approve tickets, and for tech staff to reply and resolve tickets.

Cons: Depending on how many techs you want to utilize the Web Help Desk it can become pricey. We only had 5-7 techs at any given time so the cost was not that bad.

Solarwinds Web Help Desk Review

Apr 24, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: A lightweight combination of help desk and asset management features, SolarWinds Web Help Desk lacks a few features that larger organizations will need, but makes up for it with an easy-to-use user interface. Costwise, it is not very expensive. Other compeititors such as LANDesk, Track It! are more robust and has more features out of the box. Pricewise, it is a lot cheaper.

Pros: Customers can get up & running in less than four hours. Navigating is easy, with large buttons and text. Scheduling reports is easy and shows a history. It is a web-hosted solution with support.

Cons: It does not track installed licenses. Depreciation is not built in. The application is lack of robust and not very customizable out of the box.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Solarwinds Web Help Desk solved multiple issues in our stores

Feb 20, 2019
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: Quick to set up.

Easy to operate.

All users have access to their tickets

Cons: Reports are rough to use, however I have been able to understand them after a while.

Overall: As the only main IT person in our company, I was riddled with requests for help through the email, phone and in person.

With the Solarwinds Web Help Desk, everything is ticketed, rated and responded to by urgency need. Also, when I contact support on our software programs, I can put the replies directly into the ticket and respond to the associate who wrote the ticket with up to date progress.

Web Help Desk - Powerful IT Ticketing System

Mar 26, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Web Help Desk - is known to be a very powerful IT ticketing system which can also be used to manage IT assets. It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper.

Web Help Desk service management tool takes the hassle and worries out of manually creating and routing tickets. Every Incident creation, escalation and task assignment are properly tracked throughout the entire process, which is done automatically and in return restores productivity back into the company.

Cons: I believe that the overall configuration process is a bit complicated and would be a plus if it could be made a bit simpler.

Overall: Our company was in need of a management system to track employee changes and termination for auditing purposes. Web Help Desk so far is doing a pretty good job at automating the tickets and routing to the required departments and individuals.

Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system

Feb 06, 2018
5/5
Overall

5 / 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: Able to look up ticket type, or ticket content for repeat issues. Track issues by who submits them easily by searching. Setup custom requirements for ticket submission. Easily integrate it with Solarwinds to create tickets when there are issues on network. It can also be connected to Exchange to send out email notifications.

Cons: It appears that it cannot send email notifications to Distro lists. Setting up tech alerts can be quite complicated to get everything configured the way you want it to.

Overall: We easily are able to track resolution of issues and pull reports in order to look at trends.

WHD: Frustratingly Adequate

Nov 28, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The breadth of features available with customization.

Cons: The range of features available is honestly too many.

Overall: We're still using the product, but to be honest the system gets way too complicated to the point where you have to go back and change multiple settings to get the desired outcome.

We've also had numerous issues with our database migration into WHD and how WHD chooses to e-mail users. We had to come up with a cumbersome process to remove secondary e-mail addresses just to get in contact with the end-user. We've requested features to assist us, but Solarwinds has yet to provide them.

For now, the product works, but I'm not sure how long we will remain customers.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

Capterra loader

With SolarWinds we can create granular reports to address problem areas.

Dec 08, 2018
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: SolarWinds generates a positive impact thanks to cost reduction. It works perfectly in the IT support department. With SolarWinds we managed to automatically update the asset with our mobile device management system through an extension. In addition SolarWinds allows us to create granular reports to address problem areas fairly quickly. SolarWinds Web Help Desk performs an excellent job of information management of hardware assets. I believe that the Web Help Desk would be suitable for technical users or for people who require a large amount of personalization without many details.

Cons: SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product.

Overall: SolarWinds has the ability to update files automatically with the mobile device management system. It also allows us to generate granular reports to address problematic areas. In addition SolarWinds Web Help Desk performs a good management of hardware assets.

Awesome program to do support tickets and track progress

Mar 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

Pros: Allows end users to request and send tickets to Helpdesk and allows Helpdesk to document work and track everything that has been done

Cons: There has been few issues with the LDAP properly syncing with the database. sometimes creates multiple duplicate users. some functions have too many options

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.

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.

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.

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 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

Great Inventory and Ticketing System

Mar 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Super easy to navigate, and understand. Took me only a few days to understand fully how to get our ticketing system to work.

Cons: Few bugs in the software, not sure if it's the version I'm on, but very little to complain about. Does exactly what you need, and then some.

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.

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!

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!

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

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.

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.

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
Likelihood to Recommend: 9.0/10 Not
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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.