# Page 5 | Web Help Desk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 5 - 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 5 - Reviews of Web Help Desk

## Showing most helpful reviews

Showing 101-123 of 123 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

CB

Carl B.  
IT manger  
  
Used the software for: 6-12 months

### "Great management tool for our organization"

May 10, 2017

5.0

Pros

Email-centric the users have the option for webforms or email. Goes as deep as you need - you can create a simple ticket system or integrate with asset management and other tools. Easy to manage

Cons

online help could be easier to use, sometimes i have to go hunting for a tool or screen to manage. Asset management should do discovery and keep itself up to date.

Review Source

JC

Jesse C.  
Systems Administrator  
  
Used the software for: Less than 6 months

### "Easy to use after you get the hang of it."

June 26, 2018

4.0

Pros

At first, it can be a little difficult to use Solarwinds Web Help Desk. But after you give it some time, it becomes pretty easy to use. It is fairly customizable and decently fast as well.

Cons

It has a bit of a learning curve. The user interface isn't extremely pleasing to the eye. It would be nice if it had a built in chat option, or the ability to directly contact the customer through the tickets and log the conversation for future reference.

Review Source

SN

Steve N.  
Desktop Level 1  
Management Consulting  
Used the software for: 6-12 months

### "Robust System"

July 26, 2017

4.0

Pros

There is no limit to the customization, this software is easy to use, setup and manage. Currently using with over 500+ employees.

Cons

Price, and the interface is dated. Using this on mobile devices is very hard, needs some better application development for the price.

Review Source

VR

Verified Reviewer  
Reporting Analyst  
Outsourcing/Offshoring  
Used the software for: Less than 6 months

### "Great Ticketing System"

October 25, 2018

4.0

Their customer service is very quick and responsive, it is a very easy to use application and most importantly, helpful!

Pros

This software is pretty easy to use as a ticketing system. It provides parent-child ticket relationships that help you keep track of all tasks per department.

Cons

The minor thing that limits a user to get the full benefit of the software is that currently we are unable to assign checklists to particular child tickets.

Review Source

MD

Mark D.  
IT & Network Manager  
Religious Institutions  
Used the software for:

### "Great bang for your buck."

October 26, 2016

5.0

Pros: (1) Easy to use - simple interface that didn't take long to master. Clean, crisp design. (2) Very affordable - sales rep that I worked with was very helpful and gave us a nice discount (3) Good features: Task automation, work flow, email threading (adding ticket notes via email), (4) Solar Winds Thwack Community forums: Great resource for questions/answers, adding feature requests, and getting connected to other Web Help Desk users. Cons (1) Support can be slow at times (2) Could include more customization Bottom Line: We feel that we got plenty of bang for our buck with Solar Winds Web Help Desk. We have gotten exactly what we envisioned out of it and more. The design isn't award-winning and there isn't a lot to customize, but at end of the day efficiency and tech/client communication is what we are after and we feel that this has provided just that. Ultimately, if you are looking for a clean, crisp, easy-to manage, task-management and asset tracking solution, then this is for you.

Review Source

AB

Ashton B.  
Network Administrator  
Architecture & Planning  
Used the software for: Less than 6 months

### "Solid Solution!"

May 10, 2017

4.0

Pros

Ease of Use, UI is easy, not much training needed for the help desk role, I can set someone in front and let them run.

Cons

There is no futuristic AI development. The teir 1 helpdesk as we know it will be run by an AI solution in 5 years from now.

Review Source

Response from SolarWinds

May 26, 2017

Certainly an interesting premonition, but we are banking on the fact that customer service/customer success is and will continue to be best served by a warm-blooded individual.

Italo P.  
Supervisor  
  
Used the software for: Less than 6 months

### "Very robust software for the administration of the functions of a Helpdesk"

March 28, 2018

4.0

In general, it is a very good tool for controlling tickets, SLA and tracking the operation.

Pros

It is a very intuitive and easy to use application, both for technical staff and users when creating tickets. The graphical interface is very friendly.

Cons

Some configurations are a bit complicated, as is working with a parent ticket. Web use sometimes gets a bit slow, but it can be because of the connection

Review Source

Dennis S.  
Service Desk Lead  
Information Technology and Services  
Used the software for: I used a free trial

### "All in one tool"

January 24, 2019

5.0

Pros

Ability to. Associateultiple branches with the main office which makes it easy to run in a managed service provider setup

Cons

The support, the vendor. Insists that the trial customization is entirely customers role.

Review Source

PD

Phil D.  
Manager of Sale  
Telecommunications  
Used the software for: 6-12 months

### "Very easy to set up, while also providing a easy way to connect customers and staff"

July 23, 2018

5.0

Ease of communication with customers

Pros

I love the ease of setup and the ease of control. I am able to maneuver the program with little to no error

Cons

The slower loading times and the fact that these times take a longer portion out of the customers day

Review Source

RS

Rui S.  
Supplier development  
Automotive  
Used the software for: 6-12 months

### "Web help desk"

June 9, 2023

4.0

Pros

Muito prático para ajuda na resolução de problemas e seguimento do estado/progressão de solicitações.

Cons

Até ao momento sem problemas a apontar na resolução das minhas solicitações.

Review Source

nC

norma C.  
Research Engineer  
  
Used the software for: Less than 6 months

### "great product"

October 5, 2016

4.0

My company uses the Web Help Desk to track their clients' issues with their aerial surveying systems. I'm an organization freak. This program provides a great way to organize each client & their issues. It is easy to use & didn't take too long to understand how to work in the program. The type of statistics we require are not available through this program.

Pros

easy to use, organization

Cons

will not email to google group accounts, could provide more types of statistics

Review Source

VR

Verified Reviewer  
IT Specialist  
Electrical/Electronic Manufacturing  
Used the software for: I used a free trial

### "Web Help Desk"

October 3, 2018

4.0

The software package was easy to setupo and configure.

Pros

No on premise hardware needed. User friendly and intuitive

Cons

None noted. I have not found any issues with this software.

Review Source

MR

Mohamed R.  
sales head  
Retail  
Used the software for: I used a free trial

### "Easy to use for technician issue"

April 10, 2019

5.0

Essy to create ticket, and solve the problems. Good support desk. Can generate reports

Pros

EAsy to use, and give access for team mates.

Cons

14 days trail, if can increase it to 30 days

Review Source

DP

Dan P.  
MIS Manager  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Setup is hard, but after that it's a great product"

May 10, 2017

5.0

Very easy software inventory and end user management

Pros

Ability to set up software on end user machines. I am able to help end users very quickly, and our software packages are growing.

Cons

Initial setup was a pain. I had to quote out a SQL server and set that up just to use the product. Something w hadn't done in this environment

Review Source

DR

Darren R.  
IT Manager  
Health, Wellness and Fitness  
Used the software for: Less than 6 months

### "We have recently moved to Web Help Desk from a BMC solution. Support has been very helpful."

May 10, 2017

4.0

cost effective solution

Pros

The effectiveness is in the simplicity. We can address our needs without an overly complicated amount of steps, yet have enough flexibility to shape the tool to our needs. Every question we have had has been answered quickly and to the point. Tech Support has been responsive and helpful.

Review Source

JG

Jimmy G.  
  
  
Used the software for:

### "The old saying of you get what you pay for is apparent here..."

December 15, 2016

2.0

We used this product for two years... it was chosen because it was vastly cheaper than any other product out there and it really shows. While it can record incidents, that is about all it can do well. If you want to search or recall those incidents, good luck to you! The sorting of items is far too granular as this program follows no ITIL principles what so ever. They always say that there are two great management programs out there, the one you had and the one you are about to get, never the one you have currently. I have yet to hear someone say that WHD was better than..... well anything.

Review Source

JM

James M.  
  
  
Used the software for:

### "Nearly abandoned by Solarwinds"

August 20, 2014

3.0

Lacking in common sense functionality. Lack of followthrough on feature update timelines. No analytics, no cross-utility between assets and tickets or users, no automated document creation based on ticket types or requests. The paid support seems present only to tell customers that functionality "does not exist at this time". One need only look to the customer forum "thwack" to see that most customers are looking elsewhere. Other than that, it is easy to use and configure.

Review Source

BB

Barry B.  
Enterprise Infrastructure Architect  
  
Used the software for:

### "Documentation is poor"

August 5, 2015

1.0

I found the documentation to be very poor. It was missing information, misleading and even outdated in places (wants you to modify Group Policy Objects that have not existed since Windows XP days). The SSO capability was completely lacking. Several weeks of one-on-one with their technical support showed their development team that their SSO capability doesn't even work! That was the deal breaker for us. Usually took their tech support 24 to 48 hours to respond.

Review Source

AP

Austin P.  
Owner  
Computer & Network Security  
Used the software for: Less than 6 months

### "Okay HelpDesk!"

December 3, 2018

5.0

Very easy to use, okay customer support, not the best I would maybe suggest this to other people, but love the ui.

Pros

I like the ui it's very clean, and very easy to find what your looking for in the software

Cons

Tbh there nothing I did not like, I mean if they can have better customer service yes that would get all stars other then that it great

Review Source

dD

dave D.  
  
  
Used the software for:

### "WebHelpDesk is a great tool"

December 2, 2016

3.0

We have been users of WebHelpDesk before solar winds bought the company. It was a great tool 8 years ago but doesn't seem to have caught up to the times. That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

Review Source

MR

Melvin R.  
Engineer  
Computer Software  
Used the software for: Less than 6 months

### "Easy Help Desk"

October 24, 2018

4.0

Pros

Great way to keep track of IT issues and provide customer support.

Cons

Hard to use for beginners since there's a steep learning curve.

Review Source

MA

Mourad A.  
IT manager  
  
Used the software for:

### "I used during 1 year i am looking another solution"

October 19, 2015

3.0

Very lacking software, sso doesen t work . acquired in 2012 by solarwinds it s not a level of nmp sam etc... It s a poor helpdesksoft Support webhelpdek is very bad. If i let only for npm sam.

Review Source

FC

Fernando C.  
Director  
  
Used the software for:

### "Amazing"

April 16, 2015

5.0

A complete software for Help Desk. Easy to use. Friendly interface.

Review Source

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