SolarWinds Web Help Desk Reviews

Name: SolarWinds Web Help Desk
Brand: SolarWinds
Rating: 4 (7 reviews)

3.8 out of 5

7 reviews
85% willing to recommend

705 followers

What is SolarWinds Web Help Desk?

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

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SolarWinds Web Help Desk is the #17 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 76% of all views.

Buyer's Guide

Help Desk Software

August 2024

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Helped 805,335 peers since 2012

Featured reviews

Shadi Shaar

Healthcare Informatics Consultant at Dammam University

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…

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Dr. SureshHungenahally

Chief Executive Officer at a consultancy with 1-10 employees

It is a standard technical ticket raising 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. We have been using this solution for more than five years, but some of our…

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SoheylNorozi

IT Consultant at a tech services company with 51-200 employees

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. The most…

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SolarWinds Web Help Desk mindshare

As of September 2024, the mindshare of SolarWinds Web Help Desk in the Help Desk Software category stands at 0.9%, down from 1.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Valuable Features

"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."

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

76%

Computer Software Company

University

Manufacturing Company

Healthcare Company

Retailer

Insurance Company

Government

Real Estate/Law Firm

Legal Firm

Financial Services Firm

Energy/Utilities Company

Hospitality Company

Media Company

Compare SolarWinds Web Help Desk with alternative products

Learn more about SolarWinds Web Help Desk

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
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.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.