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.

Pricing starting from:

€575,00/one-time

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Web Help Desk

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States

Supported Languages

English

Pricing starting from:

€575,00/one-time

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Web Help Desk

Images

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 video
Web Help Desk Software - Ticketing-Dashboard - Web Help Desk Web Help Desk Software - Ticketing management interface - Web Help Desk

Features

Total features of Web Help Desk: 43

  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Automated Routing
  • Availability Management
  • Capacity Management
  • Change Management
  • Compliance Tracking
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Dashboard Creation
  • Email Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Knowledge Base Management
  • Multi-Channel Communication
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Time Tracking
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Scheduling
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

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Reviews

Overall rating

4,1 /5
(109)
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.

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Showing 5 reviews of 109
Sergey M.
Overall rating
  • Industry: Hospitality
  • Company size: 1 001-5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Make your end user support structured

Reviewed on 2019/02/13

Pros

I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Cons

As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

Michael H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Effective but interface is dated

Reviewed on 2017/05/11

Pros

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.

Cons

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.

Response from SolarWinds

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here:
https://thwack.solarwinds.com/community/tools_tht/web-help-desk

Steve B.
Overall rating
  • 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.

Dan D.
Overall rating
  • Industry: Telecommunications
  • 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 6.0 /10

Good but a bit outdated

Reviewed on 2017/05/10

Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the...

Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

Pros

It offers a lot given the price. You have a ticketing system, FAQs section, Reports that can be run on tickets / techs. You can also set up action rules that can automate tickets, for example reports being run. Integrates with AD. The layout is fairly intuitive and organizing tickets / categories / etc is easy.

Cons

Some features are half baked. Assets / Parts isn't very intuitive to work with and creates more problems than it solves. For example it will produce multiple entries based on a wireless IP and wired IP and there is no way to force it to use a MAC address which would make a lot more sense. I would say there is a fairly steep learning curve if you really want to get into advanced features. I didn't even know a lot of them existed until about a year ago. Support is hit or miss.

Response from SolarWinds

We thank you for this very honest feedback. We clearly have some room to improve, but we are working at it every day.

Carsten M.
Overall rating
  • Industry: Medical Devices
  • Company size: 11-50 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 good experience setting up a system from scratch, from sales to Customer Service.

Reviewed on 2017/05/10

Better customer service

Better customer service

Pros

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

Cons

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 .

Showing 5 reviews of 109 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: €575,00/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+

Web Help Desk supports the following languages:

English

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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