SolarWinds Web Help Desk (WHD) Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for SolarWinds Web Help Desk (WHD) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

SolarWinds Web Help Desk has proven to be a valuable tool for various organizations and institutions. For example, in a school district, teachers and administrators utilize the software to report technology issues, providing the Tech Department with important information to address these problems. This has resulted in improved efficiency in the ticketing system and better support for end users. Additionally, SolarWinds WHD is used by multiple departments within the district, such as IT, Data, Facilities/Maintenance, and HR, to support users and provide application support.

Furthermore, universities have found great value in using SolarWinds Web Help Desk as their primary ticketing system. By automatically delegating tasks to the appropriate technicians and integrating with other systems like mobile device management or email, the software streamlines the process of addressing technical issues and requests from students, faculty, and staff.

In another instance, a college's IT Helpdesk relies on SolarWinds Web Help Desk to manage work orders and trouble tickets. By providing a central management point for data and enabling effective communication with both internal and external users, the software helps track issues, manage workload, and effectively prioritize tasks.

Additionally, SolarWinds Web Help Desk serves as a centralized help desk platform for various organizations. It supports IT support teams as well as those focusing on EMR support, data analytics support, and facilities/supply requests. The software's ability to effectively communicate with a large user base while providing a centralized tracking database for performance metrics has proven invaluable.

Overall, SolarWinds Web Help Desk caters to the diverse needs of different organizations by offering a flexible and efficient solution for managing technical issues, improving responsiveness, and providing clear reporting for problem areas. Users have praised its customization options, fast tech assistance, centralized database features, and integration capabilities with other systems.

Reviews

19 Reviews

SolarWinds Web Help Desk - the best of the best - forget the rest!

Rating: 10 out of 10

Incentivized

April 28, 2022

Use Cases and Deployment Scope

We utilize the SolarWinds Web Help Desk both internally within our organization and we support "outside" entities that utilize our Public Safety Application and/or hardware. We tried out a demo and the product and decided to make it permanent in our environment. We use this track for re-occurring issues, as a knowledge base, and to measure the performance of our service. This has been a very valuable tool for our organization.

Pros

SolarWinds Web Help Desk was easy to implement and maintain
Support behind the product is phenomenal
SolarWinds is great about notifying customers about product updates
Owners / Users of the product can make suggestions to SolarWinds to help make improvements or feature requests

Cons

I have been a user for over 8 years and the product continues to exceed my expectations!
I am amazed at the fact that the users have an impact on how the product continues to evolve
Continued efforts put forth on the security of all the SolarWinds products have been amazing

Likelihood to Recommend

I can't think of any areas where SolarWinds Web Help Desk would not be appropriate. The software can scale to any size organization. You get out of the product what you put into the product if you know what I mean. CaCa in = Caca out! We put forth a good effort in creating groups and categories. I am quite pleased with how we have leveraged the product in our organization. I am also pleased with the support of the product; you have the user group called THWACK and then you always have a direct line into Support or you can open up a case from your Orion console if you have the SWID linked to your installation.

Jennifer Aguilar

Senior Network Administrator in Information Technology at County of El Paso 911 District (11-50 employees)

Vetted Review

8 years of experience

View profile

SolarWinds Web Help Desk--Great ticketing and tracking system

Rating: 10 out of 10

Incentivized

April 22, 2022

Use Cases and Deployment Scope

We use SolarWinds Web Help Desk (WHD) as our ticketing system for IT Helpdesk at the college. It addresses any and all technical issues and account creation requests through the college systems. End users who have issues can send in an email and leave a voice message and those are created into tickets. Use can also log into SolarWinds Web Help Desk and manually create their own ticket.

Pros

Ticket Creation and Completion Tracking
Assets Management and Reservations
FAQs management

Cons

Mobile App

Likelihood to Recommend

This is a great ticketing system for users to submit issues for technicians to fix. This is a great system for tracking the work technicians complete. This software is great for asset tracking. This system is great at displaying FAQs that are tied to ticket issues. This wouldn't be a great system for scheduling appointments.

Jonathan Sorrenti

Systems Manager in Information Technology at Midlands Technical College (1001-5000 employees)

Vetted Review

8 years of experience

View profile

Clunky and dated

Rating: 3 out of 10

Incentivized

August 25, 2021

Use Cases and Deployment Scope

SolarWinds WHD is used by multiple departments for supporting users. Used by IT, Data (who provides application support), Facilities/Maintenance, HR and possibly others.

Pros

Easy to view tickets for department and self.
Easy to assign tickets to techs.
Easy to create email in ticket to send to user.
Advanced ticket search capabilities.
Ticket emails show all details of ticket.

Cons

Clunky, dated interface.
Interface doesn't always work. Sometimes have to click multiple times to get something to work.
No categories for tickets.
It is not possible to unmerge tickets in the technician interface. You have to go into the database to do this.

Likelihood to Recommend

SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.

Margaret Auld-Louie

System Administrator in Information Technology at Colorado Coalition for the Homeless (501-1000 employees)

Vetted Review

3 years of experience

WHD Saves the day!

Rating: 5 out of 10

Incentivized

June 29, 2021

Use Cases and Deployment Scope

I use SolarWinds Web Help Desk (WHD) across the entire organization, teachers/principals are responsible for submitting a ticket when experiencing a technology issue or request. We did use it for laptop and Chromebook inventory, it included helpful information such as purchase order, price, date and location deployed. We used to use an excel spreadsheet to keep track of tickets, who was responsible for resolving them and any notes the user had.

Pros

Active Directory Integration
Asset managment
User and tech both receive emails upon entry
Easy to use interface
Great reporting functions

Cons

Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
Setting up new techs with the building they are responsible for can be a little messy
I would like to see the UI updated. It looks old, even in the latest releases.

Likelihood to Recommend

[SolarWinds Web Help Desk (WHD)] works well in education, I'm responsible for over 500 classrooms, thousands of users and computers. Using WHD to keep track of who has what devices and which devices need to be retired has helped the user experience. I'd recommend this product to anyone managing an IT department.

Robert Pfau

Director of Technology in Information Technology at Bristol Township School District (501-1000 employees)

Vetted Review

10 years of experience

Solid held desk offering with some shortcomings

Rating: 8 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

We are utilizing SolarWinds Web Help Desk (WHD) across our entire organization as a centralized help desk platform for IT support, EMR support, data analytics support, and even for requests to our facilities and supply departments. SolarWinds Web Help Desk (WHD) helps address our ability to communicate with a large user base on virtually any technical support or assistance issues that our staff needs. It also allows for a centralized tracking database on the performance and customer service metrics for my IT staff.

Pros

Web-based interface compatible with all browsers
In-depth ticket class customization
SLA settings for ticket queues
Integration with other software platforms

Cons

Reporting functionality is limited and confusing
User interface customization is extremely limited
End-user layout can be confusing
Admin roles do not provide a universal view
Tickets do not always show up in the admin queue

Likelihood to Recommend

SolarWinds Web Help Desk (WHD) is a great tool for a smaller shop that needs an all-in-one solution for help desk functionality, and the added ability to track parts inventory, assets, and ticket labor costs is a plus. The reporting functionality struggles are a big complaint of mine from an administrator role because the pre-made ticket reports are lackluster at best and frustrating at worst. The cost per technician license is roughly on-par with other competition, but my familiarity with the free Spiceworks help desk and the functionality it offers makes that cost justification tough in these turbulent financial times. In larger companies with user bases exceeding 500--or technician counts exceeding 10--you're looking at a sizable annual investment in a product that you may not fully utilize because it overlaps with other products within the organization, such as asset management, cost tracking, and technician management.

Brent Long

Director of IT in Information Technology at HopeHealth, Inc. (501-1000 employees)

Vetted Review

3 years of experience

View profile

Why we strongly recommend SolarWinds after over a decade of sales and use.

Rating: 9 out of 10

Incentivized

March 1, 2020

Use Cases and Deployment Scope

As a SolarWinds Reseller and user, we often need to avail ourselves of their tech assistance. They have always been fast and responsive in helping us solve our tech issues. However, since the backup software is so easy to use and incredibly reliable it is a rare opportunity for us to interact with Support. However, when we do need them, they are very responsive and provide great follow-up. We recommend SolarWinds very highly.

Pros

Follow-through
Quick response
Respectful and knowledgeable
Always willing to help
If there is a tough question, they willingly bring in engineers and others to assist.

Cons

More support materials. Videos on certain functions, etc.
More easily brand-able materials.
Wracking my brain to think of more, but honestly, I can't.

Likelihood to Recommend

They have access to and can quickly provide answers to almost every question. On things that are more difficult, they bring in engineers, marketing and more to get fast and accurate answers. If I could think of a negative I'd mention it here, but I can't think of any. SW is a strong company, easy to deal with and they provide fine products that require little support as they just install and run as they are supposed to work. In all the years we have been dealing with them we have found them to be a great provider. Their Help Desk and Tech staff work very well with our techs and that makes things go fast and smooth.

Marc Shaffer

CEO in Corporate at US DataVault, Inc (11-50 employees)

Vetted Review

Reseller

13 years of experience

View profile

Great ticketing system to identify and resolve problem areas

Rating: 9 out of 10

Incentivized

October 14, 2019

Use Cases and Deployment Scope

We use SolarWinds Web Help Desk for our IT and software development support ticketing system. SolarWinds is utilized throughout our entire organization. SolarWinds has helped our IT and development teams be more responsive to staff and customers. It provides clear reporting for our problem areas and how to reduce our support ticket count.

Pros

The reporting is great and shows our IT and Development teams what issues are causing the most amount of support tickets.
Tracks tickets by user, department, issue, and status of ticket.
Customization is great and you add custom fields to fit your exact needs.

Cons

Better integration with 3rd party software providers.
Wish there were better reporting templates.
Technical support needs some work since it's inconsistent with SolarWinds. But most solutions can be found online.

Likelihood to Recommend

SolarWinds Web Help Desk is great as a support ticketing system. You get clear reports with what areas are causing the most amount of issues. We use it both as an internal and external ticketing system. The internal ticketing system is used by our inter IT staff and the external ticketing system is for users to enable our EMR customers to be able to submit support tickets. I wish SolarWinds provided better integration enterprise-level accounting software.

Verified User

C-Level Executive in Information Technology (501-1000 employees)

Vetted Review

Reseller

7 years of experience

Streamlines IT operations

Rating: 10 out of 10

Incentivized

September 28, 2019

Use Cases and Deployment Scope

We use SolarWinds for our internal IT operations and it is being used across our entire organization.

Pros

Patch management
Remote login and remote management
Asset reporting

Cons

Pricing could be more competitive
Better patch deployment tools
Better Mac OSX support

Likelihood to Recommend

It's great for internal IT departments and management of desktops, laptops, and servers. It is less suited in data centers.

Ted Cook

IT director\System Administrator in Information Technology at T3kOPS (1001-5000 employees)

Vetted Review

Reseller

7 years of experience

No More "Can I open a ticket please?"

Rating: 9 out of 10

Incentivized

June 1, 2019

Use Cases and Deployment Scope

We have been using SolarWinds Help Desk across our whole organization to better support our employees when an issue arises. This product has created a more efficient way of communicating issues within the organization by opening a ticket.

Pros

Tracks tickets by user, department, and issue.
Keeps track of assets. E.g. desktops and servers. This feature is great. You don't have to run around looking for the location of an asset.
Able to customize and run reports to show activity on employees, departments, or specific issues within the organization
Able to locate a previous ticket, see what resolution it had, and use that on future tickets.
Able to add Work schedule and vacation options so tickets go the backup tech.

Cons

You're not able to make the Lead technician have a secondary email, so that when a ticket is open the manager also receives the email alert that a ticket has been opened.
Not able to have one then one lead tech.
Not able to add breaks and lunch schedule so that when the lead tech is away on break the tickets go to the backup tech

Likelihood to Recommend

It's well suited for a large organization, as it allows employees to address their issue by opening up a ticket instead of calling in. This keeps track of the issue, and the employee has a record of it. It's basically a self-severs help desk. Employees can open and close their ticket as needed and add the priority level as they see fits the need for the issue.

Verified User

Technician in Information Technology (11-50 employees)

Vetted Review

7 years of experience

SolarWinds Help Desk will help you streamline your support

Rating: 10 out of 10

Incentivized

December 7, 2018

Use Cases and Deployment Scope

We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and our end users are happier with the level of support received. Customized reporting has allowed us to track all metrics and make our service better overall.

Pros

Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
Overall metrics allow us to staff properly for our tickets by location and remote users.

Cons

Some of the initial setup could use better instruction.
Customization will grow with experience with the product. Fortunately, there are good forums and support to help with this.
Reporting is the same but we have found great help from the vendor and other resources on the web to get our reporting where we want it.

Likelihood to Recommend

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.

Eric Krueger

Infrastructure Manager in Information Technology at AccruePartners (51-200 employees)

Vetted Review

5 years of experience

View profile

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Solid held desk offering with some shortcomings

Rating: 8 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

Pros

Web-based interface compatible with all browsers
In-depth ticket class customization
SLA settings for ticket queues
Integration with other software platforms

Cons

Reporting functionality is limited and confusing
User interface customization is extremely limited
End-user layout can be confusing
Admin roles do not provide a universal view
Tickets do not always show up in the admin queue

Likelihood to Recommend

Brent Long

Director of IT in Information Technology at HopeHealth, Inc. (501-1000 employees)

Vetted Review

3 years of experience

View profile