SolarWinds Web Help Desk Overview

SolarWinds Web Help Desk is the #24 ranked solution of our top Help Desk Software. 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

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 Buyer's Guide

Download the SolarWinds Web Help Desk Buyer's Guide including reviews and more. Updated: November 2020

SolarWinds Web Help Desk Customers

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SolarWinds Web Help Desk Reviews

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Margaret Auld-Louie
System Administrator at Colorado Coalition for the Homeless
Real User
Top 20
Aug 3, 2020
Has good search functionalities but the interface feels clunky

What is our primary use case?

We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used not just in IT, but other departments too for tracking tickets.

Pros and Cons

  • 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 and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for.
  • 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.

Cost and Licensing Advice

  • They charge by the technician. It costs $117 per technician per year.

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 really did not like it when I first started using it. You should definitely look at the interface and make sure that you like the interface. In the next release, I would like to see categories and an improved UI. I don't know if it provides an interface for end-users or not, if it does, we don't useā€¦
SoheylNorozi
IT Consultant at a tech services company with 51-200 employees
Real User
Top 5Leaderboard
Oct 3, 2019
Good support for asset management, but the GUI is old-fashioned and needs updating

What is our primary use case?

We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model varies based on the customer's requirements, although most of the deployments are on-premises.

Pros and Cons

  • The most valuable feature of this solution is the assets management module.
  • This solution needs to have mobile application support added.

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.