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SolarWinds Web Help Desk Reviews

Vendor: SolarWinds
3.8 out of 5
704 followers
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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:

Get the Help Desk Software Buyer's Guide and find out what your peers are saying about SolarWinds Web Help Desk, ServiceNow, BMC Helix ITSM and more!
SolarWinds Web Help Desk is the #18 ranked solution in top Help Desk Software. PeerSpot users give SolarWinds Web Help Desk an average rating of 7.6 out of 10. SolarWinds Web Help Desk is most commonly compared to ServiceNow: SolarWinds Web Help Desk vs ServiceNow. SolarWinds Web Help Desk is popular among the midsize enterprise segment, accounting for 76% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 78% of all views.
Buyer's Guide
Help Desk Software
March 2025
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Helped 842,466 peers since 2012

Featured SolarWinds Web Help Desk reviews

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SolarWinds Web Help Desk mindshare

As of March 2025, the mindshare of SolarWinds Web Help Desk in the Help Desk Software category stands at 1.2%, up from 0.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
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Key learnings from peers

Valuable Features

SolarWinds Web Help Desk excels in user interface, ticket management with techie assignment, workflows, and knowledge base. Asset management is highlighted as key, linking assets to user history and transactions. Ticket dashboards and automatic task scheduling enhance its functionality. Advanced search capabilities allow detailed field queries. Reporting is facilitated through Power BI, praised for its ease of use.
  • "SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
  • "Once installed, it runs like a charm and doesn't ever crash."
  • "SolarWinds is scalable as far as adding devices and servers."

Room for Improvement

  • "It would be good if there were training and tutorial videos on the Web Help Desk."
  • "A little outdated compared to newer products that include protection and detection."
  • "We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

Pricing

  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
  • "They charge by the technician. It costs $117 per technician per year."

Popular Use Cases

Organizations primarily use SolarWinds Web Help Desk as a ticketing system for various departments, including IT, Data, HR, and maintenance. It is favored for asset management, monitoring, and connecting web applications through VPN. SolarWinds Web Help Desk functions as a case management system where user concerns are logged, assigned to support engineers, and tracked. It enables effective issue management, report generation, feedback collection, and conducting surveys. Most deployments are on-premises, tailored to customer requirements.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Help Desk Software Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Educational Organization
78%
Retailer
3%
Computer Software Company
3%
Healthcare Company
2%
Government
2%
University
2%
Real Estate/Law Firm
2%
Aerospace/Defense Firm
2%
Financial Services Firm
1%
Manufacturing Company
1%
Legal Firm
1%

Compare SolarWinds Web Help Desk with alternative products

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Learn more about SolarWinds Web Help Desk

  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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SolarWinds Web Help Desk reviews

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Shadi Shaar - PeerSpot user
Healthcare Informatics Consultant at Dammam University
Verified user of SolarWinds Web Help Desk
Jun 11, 2024
Supports case and incident reporting with responsive support

Pros

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

What is our primary use case?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the IT department. With this system, we can track issues, generate reports, collect feedback, and conduct surveys.

How has it helped my organization?

SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (493 words)
MA
System Administrator at Colorado Coalition for the Homeless
Verified user of SolarWinds Web Help Desk
Feb 3, 2022
Has good search functionalities but the interface feels clunky

Pros

"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."

Cons

"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. "

What is our primary use case?

We use this for our ticketing system for all the departments, not just IT but Data, HR, maintenance, etc. 

How has it helped my organization?

It provides us with a ticketing system, which is crucial for IT and the other departments, to keep track of the work that we do. 

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (894 words)
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Anil Rao - PeerSpot user
Vice President Delivery & Operations at Rezilyens
Verified user of SolarWinds Web Help Desk
Oct 4, 2021
Reasonable pricing and simple installation, but support is neither knowledgeable nor responsive

Pros

"It is easy to use."

Cons

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

What is our primary use case?

I am a consultant, and we are implementors. 

SolarWinds Web Help Desk is used mostly for monitoring purposes.

What is most valuable?

They use Power BI for the reporting.

It is easy to use.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (706 words)
Dr. SureshHungenahally - PeerSpot user
Chief Executive Officer at a consultancy with 1-10 employees
Verified user of SolarWinds Web Help Desk
Feb 27, 2024
Responsive technical support with cheap licensing

Pros

"Once installed, it runs like a charm and doesn't ever crash."

Cons

"It would be good if there were training and tutorial videos on the Web Help Desk. "

What is our primary use case?

It is a standard technical ticket raising.

What needs improvement?

It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.

*Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
Read full review (254 words)
SoheylNorozi - PeerSpot user
IT Consultant at a tech services company with 51-200 employees
Verified user of SolarWinds Web Help Desk
Oct 3, 2019
Product version discussed: 12.2
Good support for asset management, but the GUI is old-fashioned and needs updating

Pros

"The most valuable feature of this solution is the assets management module."

Cons

"This solution needs to have mobile application support added."

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.

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 every month or every week, based on tickets.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (458 words)
PeerSpot user
IT Infrastructure and Security Manager with 5,001-10,000 employees
Verified user of SolarWinds Web Help Desk
Feb 5, 2022
Slightly outdated but still provides detailed monitoring capabilities

Pros

"SolarWinds is scalable as far as adding devices and servers."

Cons

"A little outdated compared to newer products that include protection and detection."

What is our primary use case?

My primary use is to connect web applications through VPN.

For how long have I used the solution?

I've been using SolarWinds for four to five years.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (170 words)
PeerSpot user
Founder Director at a tech services company with 51-200 employees
Verified user of SolarWinds Web Help Desk
Jan 17, 2017
Product version discussed: 12.5
Ticket management and dashboards are valuable. It integrates with other SolarWinds products.

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.

*Disclosure: My company has a business relationship with this vendor other than being a customer: My company is a SolarWinds authorized partner.
Read full review (296 words)