# Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Web Help Desk the right Help Desk solution for you? Explore 124 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 --- Web Help Desk 4.1 (124) [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/) * * * Last updated March 13th, 2026 # Reviews of Web Help Desk Ease of use 4.1 Customer Service 4.1 ## Pros and Cons in Reviews Cm Craig m It Infrastructure EngineerLeisure, Travel & Tourism, 501 - 1,000 employeesUsed the software for: More than 2 years. “In a large zoo environment where IT supports everything from traditional office systems to specialist operational infrastructure, reliability and ease of use are critical, and Web Help Desk consistently delivered on both. While there are more modern alternatives available today, it remains a solid solution for organisations looking for straightforward, cost-effective help desk and ticket management capabilities.“ June 5, 2026 Cm Craig m It Infrastructure EngineerLeisure, Travel & Tourism, 501 - 1,000 employeesUsed the software for: More than 2 years. “While Web Help Desk has been dependable, its interface has started to feel dated compared to newer ITSM platforms.“ June 5, 2026 Cm Craig m It Infrastructure EngineerLeisure, Travel & Tourism, 501 - 1,000 employeesUsed the software for: More than 2 years. “The ticketing system is easy to navigate, highly configurable, and provides the core functionality needed to manage incidents, service requests, asset tracking, and technician workflows without unnecessary complexity.“ June 5, 2026 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 ## Showing most helpful reviews Showing 1-25 of 124 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 CM Craig M. It Infrastructure Engineer Leisure, Travel & Tourism Used the software for: 2+ years ### "A Reliable ITSM Workhorse That Served Our Infrastructure Team for a Decade" June 5, 2026 4.0 Overall, my experience with Web Help Desk has been very positive. It has been a stable and dependable platform that supported our organisation's service desk operations for a decade. In a large zoo environment where IT supports everything from traditional office systems to specialist operational infrastructure, reliability and ease of use are critical, and Web Help Desk consistently delivered on both. While there are more modern alternatives available today, it remains a solid solution for organisations looking for straightforward, cost-effective help desk and ticket management capabilities. Pros As an Infrastructure Engineer working in a large zoo environment, I've used Web Help Desk for around 10 years to manage support requests across a diverse range of operational and technical teams. What I liked most was its simplicity and reliability. The ticketing system is easy to navigate, highly configurable, and provides the core functionality needed to manage incidents, service requests, asset tracking, and technician workflows without unnecessary complexity. It helped us maintain visibility across a large and varied infrastructure estate, and the automation, reporting, and email integration features significantly improved efficiency for our support teams. Cons While Web Help Desk has been dependable, its interface has started to feel dated compared to newer ITSM platforms. Some administrative tasks and customisations can be less intuitive than modern cloud-based alternatives, and reporting often requires additional effort to produce more advanced insights. Integration options and workflow automation capabilities are also somewhat limited when compared with newer service management solutions on the market. 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 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 VR Verified Reviewer Implementation & Support Specialist Information Technology and Services Used the software for: 1-2 years ### "Web Helpdesk from Solarwinds" November 22, 2020 5.0 It was an ok tool for me, as I was not working on it as an administrator but for a day to day ticket management, it was very easy to use and our customers were also able to reach out to us with their day to day support queries and we also used it for internal task management. Pros The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office. Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done. Cons I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management. Review Source VR Verified Reviewer Network Support Specialist Education Management Used the software for: 2+ years ### "Full Featured Help Desk Solution" March 15, 2019 5.0 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. 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. 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 MH Michael H. Systems Administrator Information Technology and Services Used the software for: 2+ years ### "Effective but interface is dated" May 11, 2017 4.0 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. Review Source Response from SolarWinds August 2, 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 DD Dan D. Systems Administrator Telecommunications Used the software for: 2+ years ### "Good but a bit outdated" May 10, 2017 4.0 Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done. 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. Review Source Response from SolarWinds 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. RS Ryan S. IT Analyst Publishing Used the software for: 2+ years ### "Slow, buggy and an intense memory leak" December 5, 2018 2.0 We are using it to manage tickets across multiple sites. Pros The layout is simple so it can be picked up easily without much in the way of training and it's cheap. Cons Not sure where to begin. - It's slow - It's tremendously buggy. Parts of the page just disappear while inside a ticket, the onhover sometimes brings up completely unrelated content. - There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable. - It severely lacks in functionality that other help desk systems provide - The UX is atrocious - e.g. if you want to perform a bulk action you'll need to scroll down to the bottom of the ticket list after selecting tickets before choosing the bulk action from a single drop-down menu. Just pray that while you're scrolling the tickets don't refresh because otherwise you'll need to find the tickets to select all over again. Review Source KK Kevin K. Systems Administrator Higher Education Used the software for: 2+ years ### "This is licensed help desk software... just like every other licensed help desk software." May 10, 2017 3.0 We changed/updated our inventory software to this software. The web interface allows multiple users to use the software simultaneously. 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. Review Source Response from SolarWinds 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. CH Chris H. Systems Administrator Hospital & Health Care Used the software for: 2+ years ### "Very robust on prem software." July 18, 2017 5.0 Prioritization and organization for a single Help Desk user to control a 100+ user environment. 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. Review Source TM Tom M. IT Director Consumer Goods Used the software for: 2+ years ### "Solarwinds Web Help Desk solved multiple issues in our stores" February 20, 2019 5.0 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. 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. Review Source RP Robert P. Database Administrator Mental Health Care Used the software for: 2+ years ### "Well put together help desk." May 10, 2017 4.0 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. 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. Review Source SS Scott S. IT Support Information Technology and Services Used the software for: 6-12 months ### "We use and set up this ticket system several months ago, and very pleased with functionality." May 10, 2017 5.0 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. Review Source AB Alex B. Technical Support Analyst Information Technology and Services Used the software for: 1-2 years ### "Fast, Easy, effective" May 10, 2017 3.0 Asset management 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. Review Source Response from SolarWinds 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. 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 ES Erik S. End User Support Manager Hospitality Used the software for: 1-2 years ### "A very robust ticketing system, with a lot of customizable options" May 10, 2017 4.0 Better overall organization for our teams, which allows for more detailed collaboration and ticket resolution all around. 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. Review Source JR Jacob R. President Information Technology and Services Used the software for: 2+ years ### "Great helpdesk" August 26, 2019 5.0 Pros Reporting is phenomenal when compared to other packages. Cons The SSL setup can be a bit complicated due to it being based off of JKS. Review Source Similar Products Featured ## Related categories [IT Asset Management](https://www.capterra.com/it-asset-management-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Service](https://www.capterra.com/it-service-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.