# Page 2 | Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 --- 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/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of Web Help Desk ## Showing most helpful reviews Showing 26-50 of 123 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BA Betsy A. IT Support Services Higher Education Used the software for: 1-2 years ### "Chatham University's use of Web Help Desk" August 5, 2022 4.0 Overall, Web Help Desk was great to work with. It was very user-friendly and had a lot of tools to get our everyday Help Desk job (ticket logging, working, resolution) done very efficiently. 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. Pros I liked the easy and multiple ways to find a ticket (open or closed). I liked having the options for searching and the advanced search options. I liked being able to add images and documents to each comment. I loved being able to go in and edit individual comments. Cons We had the most problems with customer service and asset management. Review Source SB Steve B. Director of Business Systems Used the software for: 1-2 years ### "Our experience with WHD has been ok to underwhelming" May 10, 2017 3.0 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. 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. Review Source Response from SolarWinds 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. 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 FSA Fil Sammy A. IT Consumer Services Used the software for: Less than 6 months ### "Our company's use of Web Help Desk" September 22, 2022 5.0 Overall, working with Web Help Desk was great. It was quite easy to use and provided a ton of tools to help us accomplish our daily Help Desk tasks (ticket logging, working, and resolution) very effectively. Not directly, but according to coworkers, we had a few customer service concerns, and the duplicates in the asset tracking and management did end up being a problem. Pros Loved the simple and convenient methods for finding tickets. The advanced search tools and search choices were nice to have. I enjoyed the ability to attach files and photographs to comments. I cherished the ability to go back and alter certain comments. Cons Asset management and customer support is where we ran into the some issues. Review Source CH Curtis H. IT Support Manager Used the software for: 1-2 years ### "Web Help Desk has worked better than the past ticketing system we have. It does what we at this time" May 11, 2017 3.0 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. Review Source Response from SolarWinds 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. 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 VR Verified Reviewer Technology Support Specialist Education Management Used the software for: 2+ years ### "Web Help Desk: Great when it works." January 8, 2019 3.0 Easy to deploy on a vm. Old clunky software with no real promise of a future since Solarwinds bought them. Was a good product at one time, but look for someone else at this point. Pros Great Mac integrations. Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice. Wish more low cost helpdesks would have these features in them. Cons There are long standing bugs in the software. Solarwinds has been less than helpful in fixing them. They axed the VM template because they didn't want to rework it to be secure. The interface is dated and their "redesign" was a fresh coat of paint over a mess of a program. Review Source RR Rodney R. Technical Services Director Telecommunications Used the software for: 2+ years ### "Very cheap system, but not ITIL compliant" August 29, 2017 3.0 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. 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. 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 VR Verified Reviewer Lead Network Specialist Used the software for: 2+ years ### "Easy To Setup and Train End Users to Use" March 20, 2018 5.0 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. Review Source VR Verified Reviewer Senior Data Analyst Health, Wellness and Fitness Used the software for: 6-12 months ### "Clunky and Lackluster" March 9, 2021 2.0 It has been OK, but nothing amazing. I have seen better help desk features built-in to other software solutions, CRM's, ERP's, etc. Pros I like that it all tickets can be automatically routed, and folks receive email notifications. You can place comments right in the ticket and mention others to notify them of action needed. Cons The template forms that you can create for different types of tickets are boring and limited. Web technology has come a long way and it seems like it would be simple to allow us to create responsive forms to better guide users and force them to provide detailed information in certain form fields. Review Source VR Verified Reviewer Server Administrator Telecommunications Used the software for: 1-2 years ### "Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system" February 6, 2018 5.0 We easily are able to track resolution of issues and pull reports in order to look at trends. 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. Review Source 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. BG Bracia G. Cashier Retail Used the software for: 6-12 months ### "Help desk " December 3, 2023 5.0 Pros What I like most about web help disk is it helps me and my team when accessing the world to solve management problems for the company. Cons What I like least about well help this is sometimes the lack of communication between the moderators and administration is bad. Review Source 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 VR Verified Reviewer Senior Technical Support Financial Services Used the software for: 2+ years ### "Awesome program to do support tickets and track progress" March 20, 2018 5.0 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 Review Source VR Verified Reviewer IT/ Network Support Used the software for: 2+ years ### "Great solution with low cost" November 17, 2017 5.0 Tracking of IT issues, tracking of trends 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. Review Source KM Kory M. Systems Administrator Used the software for: 1-2 years ### "Great Product! Does More Than Expected / Necessary" May 9, 2017 5.0 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. Review Source VR Verified Reviewer Test Development Manager Medical Devices Used the software for: 2+ years ### "Good ticket system for ICT department" December 9, 2018 4.0 Pros Web Help Desk is a modern solution for ticket based system. Modern UI and great reports. Cons The mobile interface is not keeping up with iOS development. 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. Earle K. IT Support Specialist Used the software for: 1-2 years ### "Easy, Customizable and Straight-Forward" February 2, 2018 5.0 Pros Web Helpdesk is a clean, crisp web-based product. As a tech, I can access my tickets on the go. The system is highly customizable (from reports to layout). Cons There are a few features it lacks. One such minor feature is the ability to generate a PO and attach said PO to an asset. Review Source JM Jeremy M. IT Director Mining & Metals Used the software for: 2+ years ### "It has the potential to be the best helpdesk software on the market, and currently is really good" May 31, 2017 5.0 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. 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. Review Source 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 EH Emmanuel H. Systems Administrator Education Management Used the software for: 2+ years ### "In valuable tool to running our schools!" May 10, 2017 5.0 It is how we manage our workflow. 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... 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 Similar Products Featured