Web Help Desk Reviews

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.

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.

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.

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.

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.

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.

Allows end users to request and send tickets to Helpdesk and allows Helpdesk to document work and track everything that has been done

There has been few issues with the LDAP properly syncing with the database. sometimes creates multiple duplicate users. some functions have too many options

Ease of use, end users like the ease of submitting tickets by just sending an email through Outlook.

Some of the back end setting could use a little refining to make things more streamlined. Otherwise a good solution.

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.

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.

Web Help Desk is a modern solution for ticket based system. Modern UI and great reports.

The mobile interface is not keeping up with iOS development.

We are very happy with the customer service provided by solar winds.

we do not have anything negative to say.

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

Some of the graph types are not easily manipulable.

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.

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.

The ease of use is what has sold me. I was able to customize the experience to my liking without to much effort. We are able to track the metrics that we desire and it helps our team have a clear sense of what needs to be accomplished in a given day. From the techs to the staff, it has been a great tool that has eliminated a lot of time waste that we used to have.

Probably the biggest con that I would have is that there isn't a remote desktop client built in. Of course we are in an education environment, and cost is always an issue. We'd love to have the integration without the additional cost, but I realize that's not always an option.

Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

The report module and the part and billing feature is weak.
Generating reports is not that intuitive and there is things that you cant get an report on.
Parts and billing, missing pricing features and invoice / packing list options.
Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

Overall the software had a lot of options and was easy to setup.

The server had memory issues often and support wasn't very helpful, other them telling us to reboot it.

Self Service and Asset Management made easy and even for those users who are new to computers. Frequently Asked Questions area is more Powerful and can be further customized.

Change Management needs improvement and separate Ticket Prefix shall be supported. For example, Change Management requests may start using RFC0001, Incidents may start INC0001 and Normal Support Tickets may start from SR00001 etc.. There should be provision to display .jpg or .gif files in the browser instead of attachments.

Web Help Desk (WHD) has two main features that I love. You can create help desk tickets and you can track assets.
WHD ticket system has a dashboard that you can create many different widgets on to see beautiful and detailed graphics. It also also has tabs to see your tickets, your group tickets, flagged tickets, and a search tab to see all tickets.
WHD assets system allows you to input your devices or anything that used like to allow users to borrow. Then users can request usage of the devices.
WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed.

Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious.

Customizing ability and ease of use for clients. Easy to track assets and update inventory. Reporting is very easy.

Have to go into settings every time I need to add request types or new assets. I want to make additions right from the ticket screen or asset screen. Also I want the help desk calendar to sync directly onto my outlook calendar. Asset audit sucks. Want to know detailed info about the computers like software, o/S, memory, hard drive and it's a pain or doesn't pull the info most of the time.

Very easy to navigate and easy access to information and I need and monitor. As in Web application performance application up time and down time.

The main reason I gave it a 3 star on the Ease of Use was beacues I had a little trouble installing and setup. But once it done every thing was easy. I think my main problem was with my Virtual Environment not the software itself.

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.

Lack of integration with other services, including other SolarWinds applications such as Alert Central.

Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus!

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.

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.

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.

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.

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.

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.

Asset Management is not the easiest to add assets into. Longer process to add them in individually.