# Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Web Help Desk the right Help Desk solution for you? Explore 123 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/179421/Web-Help-Desk/reviews

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Web Help Desk

4.1 (123)

[View alternatives](https://www.capterra.com/p/179421/Web-Help-Desk/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Web Help Desk

Ease of use

4.1

Customer Service

4.1

## Pros and Cons in Reviews

LK

Liam K

CMOAutomotive, 51 - 200 employeesUsed the software for: 1-2 years.

“Getting reports, wich is important for us, is easy and they are quite complex and complete.“

May 17, 2024

PM

Phillip M

ICT Support OfficerEducation Management, 51 - 200 employeesUsed the software for: More than 2 years.

“The platform would regularly fail back to the main ticket page when trying to switch to the assets tab, or when saving a note or email response, sometimes causing the system to lose all the changes you just made.“

September 7, 2023

MO

Mohammad Naseer O

IT manager Government Relations, 10,001+ employeesUsed the software for: More than 2 years.

“We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately“

November 7, 2022

BA

Betsy A

IT Support ServicesHigher Education, 501 - 1,000 employeesUsed the software for: 1-2 years.

“We had a few issues customer-service-wise (not me personally, but co-workers had said they did), and the issue with duplicates in the asset tracking and management did end up creating problems. “

August 5, 2022

BG

Bracia G

CashierRetail, 2 - 10 employeesUsed the software for: 6-12 months.

“is it helps me and my team when accessing the world to solve management problems for the company.“

December 3, 2023

FA

Fil Sammy A

ITConsumer Services, 201 - 500 employeesUsed the software for: Less than 6 months.

“Asset management and customer support is where we ran into the some issues.“

September 22, 2022

JG

Josephine G

IT-SupportHospital & Health Care, 201 - 500 employeesUsed the software for: 6-12 months.

“As a helpdesk, this ticketing system is good tracker and documentation.“

November 27, 2023

Fazl A

Implementation & Support SpecialistInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years.

“I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management.“

November 22, 2020

## Showing most helpful reviews

Showing 1-25 of 123 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Sergey M.  
Manager, Technology Infrastructure and Compliance  
Hospitality  
Used the software for: 2+ years

### "Make your end user support structured"

February 13, 2019

5.0

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.

Review Source

CM

Caleb M.  
HEAD OF AUDIT  
Insurance  
Used the software for: 2+ years

### "A software that gives the luxurious touch of commitment to clients. It shows concern."

September 30, 2023

5.0

Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Pros

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Cons

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

Switched from

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Being in the Audit sector, there were conflicting applications with other softwares. I went for Web Help Desk to bridge the gap.

Review Source

DH

Danny H.  
IT Manager  
Renewables & Environment  
Used the software for: 6-12 months

### "A relic of systems from 20 years ago"

May 30, 2024

1.0

Poor, you need to run this on a Linux box to get the most out of it. With the size of our company, it didn't make much sense, so we gave back the keys and moved on.

Pros

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

Cons

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it. The price jumped steeply once the trial ended (but we expected it).

Alternatives considered

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing Web Help Desk

The free trial made sense as we had a local server we could use with this package; cloud-based services were much more expensive then.

Review Source

MNO

Mohammad Naseer O.  
IT manager  
Government Relations  
Used the software for: 2+ years

### "Easy gor deployment and usage"

November 7, 2022

5.0

We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Pros

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Cons

Its so easy yo use and deploy and i havnt found any missing to write it here

Switched from

[FootPrints](https://www.capterra.com/p/212606/FootPrints/)

I tried to have a simple, easy and a complete solution for my organization

Review Source

GF

Gabriel F.  
IT Intern  
Electrical/Electronic Manufacturing  
Used the software for: I used a free trial

### "User Friendly and easily customizable"

March 4, 2025

5.0

Overall it was very pleasant and easy to use

Pros

Very User Friendly and easily customizable

Cons

Limited plans included if you're on a budget

Review Source

PG

Phillip G.  
Director of Information Services  
Retail  
Used the software for: 2+ years

### "Good product but a bit dated"

August 24, 2023

3.0

Used it for helpdesk and hardware inventory.

Pros

It is low priced so good for those on a tight budget.

Cons

Lack of features and no integration abilities. No major upgrades to the product in years.

Alternatives considered

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)

Reason for choosing Web Help Desk

No advertisements in the product like spiceworks

Review Source

Jeremy M.  
IT Director  
Mining & Metals  
Used the software for: 2+ years

### "Web Help Desk simply put saves your bacon..."

February 1, 2018

5.0

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.

Review Source

Oliver Elijah L.  
Senior Operations Manager  
Information Services  
Used the software for: 6-12 months

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

December 8, 2018

5.0

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.

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.

Review Source

Trang H.  
Cad Draftsman  
Architecture & Planning  
Used the software for: I used a free trial

### "A great service management tool for your business"

January 13, 2019

5.0

Pros

The Web help desk can be used by technicians and clients. The clients use it to submit a ticket and the technicians will provide an answer or solution to the clients. I think this tool is good for use in the company. The staff members can use it to report about their IT problems or request for assets that they need for their job.

Cons

It's a paid tool so you need to pay for it.

Review Source

Anton H.  
Database and Applications Developer  
Transportation/Trucking/Railroad  
Used the software for: 6-12 months

### "A must when customers are your priority."

October 9, 2018

4.0

Pros

The ticketing system, makes all inqueries and tickets manageble, trackable and easy to access. Creates a more unified work flow for

Cons

It's overwhelming at first. The amount of information immediately available makes it difficult to grasp all at once. Eventually processes start flowing and it all comes together.

Review Source

LK

Liam K.  
CMO  
Automotive  
Used the software for: 1-2 years

### "Web Help Desk"

May 17, 2024

5.0

Overall is really good software, easy to use and manage. Having one time payment can feel a little expensive for the first time but in time you will figure you had a good deal.

Pros

Web Help Desk is easy to use even with its outdated UI. It was easy to deploy and everybody learned to use it quite fast. Getting reports, wich is important for us, is easy and they are quite complex and complete.

Cons

The designers team can work a little more at the interface.

Review Source

PM

Phillip M.  
ICT Support Officer  
Education Management  
Used the software for: 2+ years

### "An old help desk system that isn't being modernised or supported beyond security patches"

September 7, 2023

2.0

Pros

The ticketing system itself works without major issues, but it's built on a very old system.The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude

Cons

The platform would regularly fail back to the main ticket page when trying to switch to the assets tab, or when saving a note or email response, sometimes causing the system to lose all the changes you just made.The system would sometimes crash in the middle of the night, requiring a service restart on the server.

Review Source

SB

Seth B.  
Service Desk Team Lead  
Consumer Services  
Used the software for: 1-2 years

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

May 10, 2017

3.0

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

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.

Review Source

RB

Ross B.  
Network Support Specialist  
Education Management  
Used the software for: 2+ years

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

May 10, 2017

4.0

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

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.

Review Source

CM

Carsten M.  
Senior Support Engineer  
Medical Devices  
Used the software for: 2+ years

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

May 10, 2017

4.0

Better customer service

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 .

Review Source

KA

Keith A.  
IT director  
Religious Institutions  
Used the software for: 2+ years

### "Review"

October 29, 2019

3.0

We were looking for a help desk system that was also our asset inventory. It was able to do both but not very well.

Pros

Overall the software had a lot of options and was easy to setup.

Cons

The server had memory issues often and support wasn't very helpful, other them telling us to reboot it.

Switched from

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)

Wanted more options and better support.

Review Source

MW

Muhammad W.  
IT Coordinator  
Electrical/Electronic Manufacturing  
Used the software for: 2+ years

### "Its great Product and may change ITSM to the next level"

May 11, 2017

3.0

ITSM made easy.

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.

Review Source

Response from SolarWinds

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?

JS

Jonathan S.  
Educational Technology Systems Manager  
E-Learning  
Used the software for: 2+ years

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

May 9, 2017

5.0

Asset and Help Desk Ticket Tracking

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.

Review Source

RP

Russell P.  
president  
Information Technology and Services  
Used the software for: 2+ years

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

May 10, 2017

3.0

Full ticketing system for the last 12 years.

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.

Review Source

Response from SolarWinds

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.

AA

Adam A.  
Help desk  
Textiles  
Used the software for: 1-2 years

### "Easy to use but missing some functionality"

May 10, 2017

4.0

Tracking and time savings

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.

Review Source

Matthew B.  
IT Administrator  
Computer Software  
Used the software for: Less than 6 months

### "Very nice and easy program"

May 10, 2017

4.0

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

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.

Review Source

Response from SolarWinds

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.

JB

Jerry B.  
IT Analyst II  
Paper & Forest Products  
Used the software for: 1-2 years

### "I'm an IT Analyst who uses the software to service support requests."

July 26, 2018

3.0

Greater level of detail included in helpdesk tickets. Ability for end users to enter their own helpdesk tickets without going through our offshore helpdesk team.

Pros

The level of detail available for users to include when entering tickets. Though I don't have much experience on the administrative side of the software, it seems to be pretty flexible and robust in terms of configuration and customization.

Cons

Lack of integration with other services, including other SolarWinds applications such as Alert Central.

Review Source

JG

Josephine G.  
IT-Support  
Hospital & Health Care  
Used the software for: 6-12 months

### "Web Help Desk "

November 27, 2023

4.0

Good ticketing management, knowledge base and reporting capabilities.

Pros

As a helpdesk, this ticketing system is good tracker and documentation.

Cons

User-friendly interface that makes it easy to create and manage tickets. Automated ticket routing, robust reporting.

Review Source

MF

Michael F.  
Academic IT Project Coordinator  
Education Management  
Used the software for: 1-2 years

### "WHD: Frustratingly Adequate"

November 28, 2018

4.0

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.

Pros

The breadth of features available with customization.

Cons

The range of features available is honestly too many.

Review Source

CS

Christopher S.  
Network Engineer  
  
Used the software for: 2+ years

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

May 10, 2017

4.0

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.

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.

Review Source

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