Web Help Desk Reviews

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.

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.

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.

Cheap fees compared to other similar product platforms, easy to use for a variety of tasks that work.

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.

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.

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.

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.

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...

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.

Easy to incorporate with AD. Easy to customize your own reports for management. I like how each user has the ability to modify there own dash board.

The color an theme should be interchangeable. I wish there was a switchable color theme. For the most part that is it.

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.

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

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.

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.

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.

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.

Ease of use for clients.

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.

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

need high RAM usage, you'll not enjoy if you don't have good amount of RAM on the server

The software is very configurable including custom action rules, approval processes, inventory (software/hardware), and various queues that allow for customized responses.

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.

The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system.

It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted.

Easy deployment. Fairly robust automation/workflow (certainly room for improvement). Integration with other SolarWinds products works well.

Very limited reporting functionality. Much of the available customization is not intuitive...wizards would be a great feature addition.

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

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,

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

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!

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.

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

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.

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.

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.

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.

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

Updating application can be sometimes time-consuming.

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

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