# Page 4 | Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - 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)

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Last updated March 13th, 2026

# Page 4 - Reviews of Web Help Desk

## Showing most helpful reviews

Showing 76-100 of 123 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

MR

Matthew R.  
Networking Administrator  
Media Production  
Used the software for: 6-12 months

### "Confusing at first but getting the hang of it"

May 10, 2017

4.0

Seeing the overall network in one location. Being able to manage help desk tickets. Trying to implement a inventory list still not getting that to work.

Pros

I love the ability to build custom maps of the overall network. This allows frequent checkups on how the system's are running. Ticketing systems are easily used except input users selecting the correct assigned IT personnel.

Cons

Very big learning curve and way to many different systems that need their own installation instead of a (add on) to the main solarwind program. Still learning about network discovery and even with the help videos, there are still things not working properly yet.

Review Source

LV

Leonie V.  
Gerante  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "Assistance informatique "

December 11, 2023

5.0

Pros

Je gagne du temps en faisant remonter les disfonctionnements du logiciel

Cons

Je n’ai rien à faire remonter comme inconvénients, je suis simple utilisateur

Review Source

JR

Jeri R.  
Helpdesk Manager  
Non-Profit Organization Management  
Used the software for: 1-2 years

### "I have been very pleased with the product"

May 10, 2017

5.0

As it should it helps keep up with work orders that users have notified us about and I can access it from smartphone which is very handy

Pros

It was priced well for the features it provides. It integrates with SCCM for inventory purposes as well as SQL and Exchange.

Cons

some of the interface is not as intuitive as I would like it to be. really very minor. I would like to create a ticket from the client information page. and have a save button at the top of the ticket too,

Review Source

AP

Alexandre P.  
Seller  
Electrical/Electronic Manufacturing  
Used the software for: 6-12 months

### "The Web Help Desk is a decent device for Ticket handling however needs improvement"

March 27, 2019

4.0

It was not easy to implement inside our organization, as we previously had an alternate framework with different standards than Web Help Desk. Our objective was to simplify ticket management to have control of issues going on inside, yet our IT group was not ready to achieve the outcomes wanted as the solution has some element constraints. The support service from MySQL also did not help us as desired, their answers were not precise.

Pros

Web Help Desk has some awesome features for automatic ticket notifications, you can configure to receive them by email. The ticket management is organized and simple to use. The interface is friendly.

Cons

It does not supply some tools for control and statistics data. The service support does not give precise answers. It requires some effort to fully implement and it is hard to integrate with other tools.

Review Source

AR

Annette R.  
App Support Spec  
Real Estate  
Used the software for: 2+ years

### "Easy to use and track tickets."

May 10, 2017

4.0

Pros

I like that end users are able to update tickets. We are able to provide FAQs to all end users. Nice to add hardware to user profile.

Cons

Not clear to end users that they must login to update or respond to their tickets through the helpdesk, users are responding in email instead.

Review Source

JM

Jeremy M.  
IT Director  
Computer Software  
Used the software for: 2+ years

### "Awesome Product"

July 11, 2017

4.0

Pros

Solar winds does it again - Web Help Desk command center, this software is amazing and easy to use.

Cons

The main con of this program is the look and feel of the user interface, when dealing with desktop guys it is best to have a "awesome" look and feel, make the geek feel cool!

Review Source

MM

Marc M.  
system support  
Computer & Network Security  
Used the software for: 2+ years

### "web help desk itsm"

August 15, 2018

4.0

this helps with project control as well as user support. it helps us keep tabs on everything.

Pros

we use this product for trouble tickets as well as change management. once users adapted to the process it provided clarity to who truly owned a project and allowed the approval process to be streamlined

Cons

the cost for user licenses wasn't cheap. some customization options are not as clear as they could be. It took a while to find the features we wanted.

Review Source

BH

Braedan H.  
IT Administrator  
  
Used the software for: 2+ years

### "Great Inventory and Ticketing System"

March 7, 2018

5.0

Pros

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

Cons

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

Review Source

AW

Adam W.  
IT Purchasing Mgr  
  
Used the software for: 2+ years

### "simply works as expected!"

May 10, 2017

5.0

Ease of use and time savings are the biggest thing. as previously stated, it just works!

Pros

Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well.

Review Source

TB

Taylor B.  
Helpdesk Manager  
  
Used the software for: 1-2 years

### "Solid Helpdesk/Service Desk ITSM tool with all the features you would expect"

May 10, 2017

4.0

Pros

Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems.

Cons

There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards. Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms.

Review Source

PJ

Perry J.  
Network Administrator  
Marketing and Advertising  
Used the software for: 1-2 years

### "Simple quick setup. Very easy to use. Found nothing its lacking."

May 10, 2017

5.0

Dramatically simplified managing IT support issues.

Pros

Runs on MacOS X Integrates with JAMF Casper for asset management Binds to Apple's Open Directory Works really well from the users standpoint. Whether they choose to simply communicate through email or log directly in.

Cons

If you close the browser window without logging out first, it can be problematic to get logged back in without quitting the browser entirely.

Review Source

DW

David W.  
Systems Administrator  
Retail  
Used the software for: 6-12 months

### "A helpdesk product that integrates with Solar Winds? Yes, please! "

May 10, 2017

4.0

Help Desk ticket database with asset inventory

Pros

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events.

Cons

The assets aren't cleanly entered into the system from Solar Winds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices.

Review Source

Response from SolarWinds

May 23, 2017

Your review brings up a good point: something often overlooked is the fact that Web Help Desk integrates with products that are part of SolarWInds Orion Platform. Glad you're taking advantage of this, because the benefits are sweet!

AS

Andy S.  
Desktop III  
Management Consulting  
Used the software for: 2+ years

### "Awesome but dated"

July 26, 2017

4.0

Pros

Easy navigation and easy access to information, reports, as well has monitoring solutions built in.

Cons

Solarwinds lacks updates, and feature improvements, I have used this product for 3 years and have yet to see any big changes. Very dated.

Review Source

JK

Jeremy K.  
IT  
Business Supplies and Equipment  
Used the software for: 1-2 years

### "Very easy to use intuitive helpdesk tool to use."

November 16, 2017

4.0

Helpdesk management became much easier with this software. Ability to track and manage tickets made us more productive.

Pros

The ease of use and up to date GUI. The added FAQ sections which can also be visible to clients a plus as well.

Cons

The dashboards and reports. You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

Review Source

BA

Byron A.  
Systems Engineer  
Information Technology and Services  
Used the software for: 6-12 months

### "WebHelpDesk has provided us a simplified yet powerful ticketing system to streamline our workflow."

May 9, 2017

5.0

We were looking for a replacement solution to streamline our workflow and provide a better client experience for our clients. WebHelpDesk was able to do all of these things at a significantly lower cost and with better support than our previous solution.

Pros

Ease of implementation and use User friendly UI Easy to create dashboards for management Incredibly easy to manage

Cons

Lacks some more advanced features that larger solutions have but nothing I find I miss; it certainly makes up for this in simplicity and cost.

Review Source

Response from SolarWinds

May 23, 2017

Thank you for sharing your satisfaction with Web Help Desk. We appreciate your support!

VR

Verified Reviewer  
IT Technician  
Higher Education  
Used the software for: 6-12 months

### "Review of SolarWinds Web Help Desk"

January 16, 2019

5.0

Pros

This service is very useful when setup correctly. I am using this service's built in inventory system at one of my jobs currently and it makes it a lot easier to keep track of the equipment that my department manages.

Cons

The only complaint that I have is that the ticketing system of this service is a little difficult to navigate.

Review Source

RF

Rudy F.  
Systems Engineer  
Hospital & Health Care  
Used the software for: 6-12 months

### "Great option for help desk software"

November 26, 2018

4.0

as usual for the folks over at solarwinds they have a great product that shows they understand what IT departments today need in order to be efficient

Pros

a rich full-featured help desk software that integrates nicely with alot of solarwinds many awesome programs.

Cons

It can be complicated to setup for a large organization if they require a bunch of customizations.

Review Source

JZ

Jason Z.  
Applications Administrator  
  
Used the software for: 1-2 years

### "The ability to act more efficiently for our end users."

May 10, 2017

4.0

Pros

The ease of use, the end user has the power to submit a well thought out help request. We can also manage many assets and software through the application.

Cons

Review Source

Response from SolarWinds

May 26, 2017

No negatives? We'll take it! Thanks so much for this very positive feedback.

AN

Andrew N.  
System Administrator  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Decent Ticketing System "

May 10, 2017

5.0

Pros

Hosted locally for added security. Inventories machines. Ability to RDP within ticketing system. Will text alerts is added plus

Cons

Updating application can be sometimes time-consuming.

Review Source

RS

Ryan S.  
IT Manager  
  
Used the software for: 6-12 months

### "Good Central Management System"

May 4, 2018

5.0

Good Ticketing/Asset Management Solution

Pros

I like that WHD is very straightforward to use and is very stable. It integrates with Single Sign On with Windows.

Cons

Some UI querks are annoying especially navigating in assets. Sometimes when clicking back, you don't get back to where you really want to be.

Review Source

DS

Derek S.  
Manager of Tech Operations  
  
Used the software for: 1-2 years

### "Best Ticketing system"

June 6, 2018

4.0

Pros

It's great how this software can not only be used for tickets but for parts and inventory too. One other big feature is that you can create FAQ's from within your tickets

Cons

The biggest downfall is sometimes the support is not always the greatest and it does not intergrate with Jamf software very well.

Review Source

SW

Stephanie W.  
Lead Support Technician  
Information Services  
Used the software for: 6-12 months

### "Easy to navigate and Analyze"

May 10, 2017

5.0

Wonderful Analytical data and easy Admin interface

Pros

I enjoy being able to custom build reports, have an amazing dashboard in the NOC for all to see. One with soft helpdesk technical skills can easy navigate and self learn. Wonderful mobile interface with iPhone.

Cons

Would like a training session on digging deeper to create specific reports and in the Dashboard. A shared dashboard among all users would be wonderful instead of user specific.

Review Source

PG

Paula G.  
IT Helpdesk  
Consumer Goods  
Used the software for:

### "This has worked well for our company, and best advantage has been prompt and good tech support."

May 10, 2017

4.0

It has changed our whole HELPDESK process and streamlined for the company.

Pros

Customer support and tech support from Solarwinds has been quick and efficient. We have had minimal trouble from our users since implemented.

Cons

There are still some features we would like that I have asked about but been told currently these are not available ie: Case #1147377 - "Ticket Custom Fields"

Review Source

VR

Verified Reviewer  
Graduate Teaching Assistant  
Higher Education  
Used the software for: 6-12 months

### "Simple yet effective"

April 2, 2019

5.0

My overall experience with Web Help Desk is satisfactory.

Pros

The graph section is the most likable feature of this software.

Cons

Some of the graph types are not easily manipulable.

Review Source

CW

Chad W.  
IS Technician  
Semiconductors  
Used the software for: 6-12 months

### "Excellent once fully Configured. Quick and easy ticket submissions."

May 10, 2017

4.0

Pros

Some pros to this is that it syncs with your active directory and other solarwinds products. Allowing users to create tickets using their AD credentials instead of having to create individual accounts. The Ticket tracking is also very nice and clean.

Cons

The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either.

Review Source

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