SolarWinds Web Help Desk Reviews

SolarWinds Web Help Desk is the #16 ranked solution of our top IT Service Management (ITSM) tools. It's rated 3.3 out of 5 stars, and is most commonly compared to ManageEngine ServiceDesk Plus - SolarWinds Web Help Desk vs ManageEngine ServiceDesk Plus

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Margaret Auld-Louie
Real User
System Administrator at Colorado Coalition for the Homeless
Aug 03 2020

What is most valuable?

It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the "request" field, that will search the whole body of the ticket so I just put in some search terms of something I think is in the ticket. By doing that, I… more »

What needs improvement?

The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds. It was a little more intuitive to use as far as understanding how to… more »

What's my experience with pricing, setup cost, and licensing?

They charge by the technician. It costs $117 per technician per year. I think that's cheaper than Service Desk or ServiceNow. I don't think there are any additional costs.

What other advice do I have?

My advice would to definitely look at the interface and make sure that you like the interface. I don't really like the interface compared to Service Desk, it was jarring to switch from Service Desk to Web Help Desk when I changed positions. Now I'm used to it, it doesn't bother me anymore, but I… more »
SoheylNorozi
Real User
IT Consultant at a tech services company with 51-200 employees
Oct 03 2019

What is most valuable?

The most valuable feature of this solution is the assets management module. They correlate the assets with the user, and you can see the history of each asset, each transaction, and each feature for every individual user. The system can automatically create scheduled tasks, for example, maintenance… more »

What needs improvement?

The GUI for this solution can be better. This solution needs to have mobile application support added.

Which solution did I use previously and why did I switch?

I have experience with other solutions such as ManageEngine, but I choose the product which best matches the requirements.

What other advice do I have?

This is a good solution, but the GUI is really old-fashion and needs to be updated. I can use it, and it meets my requirements, but I expect it to be better. I would rate this solution a seven out of ten.

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.
SolarWinds Web Help Desk customers

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