Web Help Desk
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.
Images
Not sure about Web Help Desk?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Zoho Desk
FootPrints
Spiceworks Cloud Help Desk
Zendesk Suite
Reviews
Already have Web Help Desk?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Easy To Setup and Train End Users to Use
Reviewed on 2018/03/20
Pros
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.
Cons
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.
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system
Reviewed on 2018/02/06
We easily are able to track resolution of issues and pull reports in order to look at trends.
We easily are able to track resolution of issues and pull reports in order to look at trends.
Pros
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.
Cons
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.
- Company size: 501–1,000 Employees
- Used for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Our experience with WHD has been ok to underwhelming
Reviewed on 2017/05/10
It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now...
It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.
Pros
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.
Cons
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.
Response from SolarWinds
We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice. We suggest you create an FAQ to provide a set list of instructions to help with image capture and transfer to your help desk team. Alternatively, a solution like Dameware Remote Support from SolarWinds could lend a hand in the troubleshooting process, enabling your team to access an end-user's workstation and snap screenshots instead. The bonus is that it integrates with Web Help Desk. We hope this guidance is helpful. Looking forward to your outreach to address your other concerns.
- 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
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great solution with low cost
Reviewed on 2017/11/17
Tracking of IT issues, tracking of trends
Tracking of IT issues, tracking of trends
Pros
Ease of use, end users like the ease of submitting tickets by just sending an email through Outlook.
Cons
Some of the back end setting could use a little refining to make things more streamlined. Otherwise a good solution.
Web Help Desk FAQs
Below are some frequently asked questions for Web Help Desk.Q. What type of pricing plans does Web Help Desk offer?
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)
Q. Who are the typical users of Web Help Desk?
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
Q. What languages does Web Help Desk support?
Web Help Desk supports the following languages:
Chinese, English, French, German, Japanese, Korean, Portuguese
Q. Does Web Help Desk support mobile devices?
Web Help Desk supports the following devices:
iPhone (Mobile), iPad (Mobile)
Q. What other apps does Web Help Desk integrate with?
We do not have any information about what integrations Web Help Desk has
Q. What level of support does Web Help Desk offer?
Web Help Desk offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Web Help Desk.
IT Asset Management Software
