SolarWinds Web Help Desk Archived Reviews (More than two years old)

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Consultant
Founder Director at a tech services company with 51-200 employees
Jan 17 2017

What is most valuable?

* User interface * Ticket management, including assigning techies, workflows, opening & closing of tickets, and the knowledge base * Asset management * Ticket dashboards

How has it helped my organization?

The ease of integration between various aspects like network management and asset management.

What needs improvement?

Dashboards need some amount of work to be done. Ease of customization is desired.

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

It is one of the simplest licensing mechanisms and probably reasonable.

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

We previously used a home-grown solution that was replaced, owing to a lack of development effort.

Which other solutions did I evaluate?

Before choosing this product, I did not evaluate other options. We chose SolarWinds WHD to ensure a tight integration with other SolarWinds solutions like NPM, SAM, etc.

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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