SolarWinds Web Help Desk Reviews

Name: SolarWinds Web Help Desk
Brand: SolarWinds
Rating: 3.8 (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 #18 ranked solution in top Help Desk Software. PeerSpot users give SolarWinds Web Help Desk an average rating of 7.6 out of 10. Based on the analysis of the 7 most recent SolarWinds Web Help Desk reviews, the overall sentiment is positive, with a sentiment score of 7.7. (Among the highest in the category). 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 79% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 79% of all views.

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Help Desk Software

November 2024

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Helped 823,875 peers since 2012

Featured reviews

Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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Anil Rao

Vice President Delivery & Operations at Rezilyens

They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive an adequate amount of help or cooperation from technical support. 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). As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold. I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system. This is the kind of automation we are looking at.

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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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SolarWinds Web Help Desk mindshare

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

Help Desk Software

Key learnings from peers

Last updated Dec 2, 2024

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.

Service and Support

Deployment

Scalability

Stability

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

79%

University

Retailer

Computer Software Company

Healthcare Company

Government

Real Estate/Law Firm

Legal Firm

Financial Services Firm

Aerospace/Defense Firm

Manufacturing Company

Media Company

Energy/Utilities Company

Pharma/Biotech 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.