SolarWinds Web Help Desk Reviews

4.0 out of 5 stars
 (1)
1f20598a 3c80 4684 aaae e1b8c9406f96 avatar
Real User
Founder Director at a tech services company with 51-200 employees
Jan 17 2017

What do you think of SolarWinds Web Help Desk?

Valuable Features User interface Ticket management, including assigning techies, workflows, opening & closing of tickets, and the knowledge base Asset management Ticket dashboards • Improvements to My Organization The ease of integration between various aspects like network management and asset management. • Room for Improvement Dashboards need some amount of work to be done. Ease of customization is desired. • Use of Solution I have used it for over two years. • Deployment Issues I have not encountered any deployment issues; it was very straightforward. • Scalability Issues I have not encountered any scalability issues. The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users. IT technicians are from...

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What is SolarWinds Web Help Desk?

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
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