# Page 3 | Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Web Help Desk ## Showing most helpful reviews Showing 51-75 of 123 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CJ Caleb J. Junior Developer Information Technology and Services Used the software for: 1-2 years ### "Web Help Desk - Powerful IT Ticketing System" March 26, 2019 4.0 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. 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. 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 RM Robert M. I.S. Operations Manger Hospital & Health Care Used the software for: 2+ years ### "Web Help Desk is a highly customizable product for both the client and the technician" May 10, 2017 5.0 I can control the entire ticketing process. Create approvals and auto escalations. The flexibility is beyond comparison. 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! 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 KM Kevin M. Systems Administrator Mechanical or Industrial Engineering Used the software for: 1-2 years ### "We moved from TrackIT! to Web Help Desk, and it is much easier to use overall." May 10, 2017 4.0 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. 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. Review Source VR Verified Reviewer Translator Translation and Localization Used the software for: Less than 6 months ### "My review" December 16, 2022 4.0 Our prior system was severely constrained. It did not always function properly. Web Help Desk outperforms the prior system in every way, including alerts/notifications, service level agreement compliance, and comprehensive emails to techs. We enjoy the pop-up notifications that are depending on the report type selected by consumers. Pros Excellent as a helpdesk ticketing system, that's the reason we acquired it, but it does so much more! It is a very handy tool for inventories, purchase orders, and other stuff. It clearly has more features than we imagined, and as we've utilized the product, we've been gradually implementing more and more of these. I enjoy the opportunity to create custom fields; with many products, you are limited to how things are configured out of the box; this is not one of those products. Cons I feel that the whole configuration procedure is a little difficult and that it would be beneficial if it could be simplified. 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. VR Verified Reviewer Human Resources Operations Manager Wholesale Used the software for: 1-2 years ### "Small business friendly product" April 2, 2019 5.0 Pros We are very happy with the customer service provided by solar winds. Cons we do not have anything negative to say. Review Source BC Brian C. IT Support Manager Used the software for: 6-12 months ### "Hasn't been too pleasant but I've dealt with worse." May 10, 2017 3.0 Pros Ease of use for clients. Cons Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it. Review Source Response from SolarWinds May 23, 2017 We're sorry to hear that your experience with Web Help Desk has been less that satisfactory. Regarding your question about customer reports, have you checked out the SolarWinds Success Center? Here's a link that provides direct access to a tutorial on this subject: http://bit.ly/2qaqiSR. Aside from this, your performance issues are troubling. We strongly urge you to submit a support ticket to further troubleshoot this issue. DS Dharmendra S. System Administrator Information Technology and Services Used the software for: 2+ years ### "Good but need more improvements" May 9, 2019 4.0 it's nice and effective WHD is perfect for beginners you can grab everything with it Pros you can get each and every details while working on tickets easy to track the details who all work on the tickets and what has been done so far one of the best in the market Cons need high RAM usage, you'll not enjoy if you don't have good amount of RAM on the server Review Source TS Todd S. Network Specialist Information Technology and Services Used the software for: 1-2 years ### "Great product" May 10, 2017 4.0 Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system. 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. Review Source FP Francis P. Sr. Network Systems Admin. Used the software for: 1-2 years ### "Solarwinds Web Help Desk Review" April 24, 2018 4.0 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. Review Source JB Jon B. Sys Admin Used the software for: 2+ years ### "Webhelpdesk has really taken our ticket and tracking system to a whole new level!" May 10, 2017 4.0 Pros Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus! Cons It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean. Review Source JB Jamie B. Principle Used the software for: 1-2 years ### "Pretty simple helpdesk software if you are not looking to have many features" July 24, 2018 4.0 Pros Easy to use, not much to it if you want something easy. Interface is easy to use and get around right off the bat so you don't waste time trying to figure things out. Cons Not enough features to really be able to manage a large scale network. I used it with Activity Monitor and it seems like they need to focus a little more on the functionality on their software. Review Source JC Jeffrey C. Help Desk Technician III Used the software for: 2+ years ### "I'm a daily user of the system and have not had any major issues." May 10, 2017 4.0 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. Review Source DG Dan G. Operations Manager, Integrated Technology Higher Education Used the software for: 2+ years ### "Great product and very affordable." May 10, 2017 5.0 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. 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. Review Source DC David C. Systems Administrator Government Relations Used the software for: 1-2 years ### "This tool is incredibly useful in keeping my IT department organized task orientated." May 10, 2017 4.0 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. Review Source TR Tom R. ITSS Tech II Health, Wellness and Fitness Used the software for: 2+ years ### "Great all in one solution for NOC Management" May 10, 2017 5.0 Easy, centralized help desk and infrastructure management 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. 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 MB Melanie B. Network Manager Education Management Used the software for: 2+ years ### "Very easy to setup" May 10, 2017 4.0 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. 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. Review Source DH Dustin H. Senior Help Desk Technician Publishing Used the software for: 2+ years ### "Excellent setup and function. Provides a great and easy interface for clients and techs. " May 10, 2017 4.0 Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen. 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. 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 JV Jose V. IS Support Technician I Information Technology and Services Used the software for: 6-12 months ### "Easy to use, but search functions are terrible." May 10, 2017 3.0 Its simple to use and easy yo navigate... Pros The software is easy to use and navigate... There are many mediums of data collection that can be create and customized. Cons Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that. Review Source Response from SolarWinds May 26, 2017 This is really great input. Have you added a feature request for this advance search functionality? We strongly urge you to visit the Web Help Desk Product Page on https://thwack.solarwinds.com, there you can submit this suggestion and if it gains enough steam from our online community, you could someday see this enhancement, in-product, in a future release. BB Brian B. Sysadmin Lvl1 Used the software for: 2+ years ### "Powerful Config Options" May 10, 2017 4.0 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. Review Source AC Apollo C. IT Manager Food Production Used the software for: 2+ years ### "Great product overall" May 10, 2017 4.0 Organization of open tickets. 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. Review Source Similar Products Featured