About Web Help Desk

Web Help Desk by SolarWinds is a customizable help desk and IT asset management solution for businesses within industries such as education, healthcare, government, and more. It offers features for managing IT assets, IT services, knowledge, remote support, SLA, time and billing, workflows, and more. Suitable for all business sizes, from SMBs to large enterprises, Web Help Desk is customizable and can be adapted to the needs of all business types in order to aid with knowledge management and customer issue resolution.

Businesses can utilize the service management features within Web Help Desk to resolve service desk issues, track tickets, automatically route tickets to the relevant employees, escalate issues, receive SLA alerts, and more. Best practices can be documented and implemented though an an ITIL (information technology infrastructure library) and team members can use this information to resolve issues faster. Businesses are also able to give customers self service abilities by creating and maintaining an extensive knowledge base including self help articles, FAQs, video tutorials, and more.


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Web Help Desk Software - Ticketing-Dashboard - Web Help Desk
Web Help Desk Software - Ticketing management interface - Web Help Desk
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Web Help Desk Software - Ticketing-Dashboard - Web Help Desk
Web Help Desk Software - Ticketing management interface - Web Help Desk
Web Help Desk Software - Web Help Desk Change Management

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Web Help Desk

4,2 (120)
VS.
Highly reviewed

Starting Price

US$753,00
one-time
US$60,00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

46
113

Integrations

No integrations found
50

Ease of Use

4,1 (120)
4,2 (649)

Value for Money

4,1 (120)
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Customer Service

4,1 (120)
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Reviews

Overall rating

4,2 /5
(120)
Value for Money
4,1/5
Features
3,9/5
Ease of Use
4,1/5
Customer Support
4,1/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 120
Verified Reviewer
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Awesome program to do support tickets and track progress

Reviewed on 2018/03/20

Pros

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

Cons

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

Kory
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Great Product! Does More Than Expected / Necessary

Reviewed on 2017/05/09

Pros

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.

Cons

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.

Rodney
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Very cheap system, but not ITIL compliant

Reviewed on 2017/08/29

Platform was installed upon my arrival into the company. As we improve the Services teams and tools...

Platform was installed upon my arrival into the company. As we improve the Services teams and tools we need to also obtain a ITIL solution, which WHD currently does not provide - especially around the company specific SLA report function. I was hoping to have the tool upgraded (offered to pay for this several times) but no responses from Solarwinds Sales or Marketing.

Pros

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

Cons

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.

Chris
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Very robust on prem software.

Reviewed on 2017/07/18

Prioritization and organization for a single Help Desk user to control a 100+ user environment.

Prioritization and organization for a single Help Desk user to control a 100+ user environment.

Pros

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.

Cons

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.

Emmanuel
Overall rating
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

In valuable tool to running our schools!

Reviewed on 2017/05/10

It is how we manage our workflow.

It is how we manage our workflow.

Pros

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.

Cons

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...

Showing 5 reviews of 120 Read all reviews

Web Help Desk FAQs

Below are some frequently asked questions for Web Help Desk.

Web Help Desk offers the following pricing plans:

  • Starting from: US$753,00/one-time
  • Pricing model: Free Version
  • Free Trial: Not Available

SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

Web Help Desk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Web Help Desk supports the following languages:

Chinese, English, French, German, Japanese, Korean, Portuguese

Web Help Desk supports the following devices:

iPhone (Mobile), iPad (Mobile)

We do not have any information about what integrations Web Help Desk has

Web Help Desk offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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