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What is Web Help Desk?

SolarWinds Web Help Desk is an on-premises IT help desk solution that streamlines your help desk operations with simple, affordable ticketing and asset management software. Benefit from automated ticketing management, change management, IT asset management, built-in knowledge base, SLA alerting, performance reporting, and more.

Who Uses Web Help Desk?

IT Admins, Help Desk Technicians, Service Desk Technicians, Technical Support

Web Help Desk Software - Web Help Desk Dashboard
Web Help Desk Software - Web Help Desk Asset Management
Web Help Desk Software - Web Help Desk Change Management

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Web Help Desk

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Reviews of Web Help Desk

Average score

Overall
4.1
Ease of Use
4.1
Customer Service
4.1
Features
3.9
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sergey
Sergey
Manager, Technology Infrastructure and Compliance in US
Verified LinkedIn User
Hospitality, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Make your end user support structured

5.0 5 years ago

Pros:

I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Cons:

As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

Caleb
HEAD OF AUDIT in Kenya
Insurance, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

A software that gives the luxurious touch of commitment to clients. It shows concern.

5.0 9 months ago

Comments: Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Pros:

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Cons:

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

Danny
IT Manager in UK
Renewables & Environment, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

A relic of systems from 20 years ago

1.0 3 weeks ago New

Comments: Poor, you need to run this on a Linux box to get the most out of it. With the size of our company, it didn't make much sense, so we gave back the keys and moved on.

Pros:

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

Cons:

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it. The price jumped steeply once the trial ended (but we expected it).

Mohammad Naseer
IT manager in Afghanistan
Government Relations, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Easy gor deployment and usage

5.0 2 years ago

Comments: We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Pros:

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Cons:

Its so easy yo use and deploy and i havnt found any missing to write it here

Michael
Systems Administrator in US
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Effective but interface is dated

4.0 7 years ago

Pros:

It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

Cons:

The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

SolarWinds Response

7 years ago

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here: https://thwack.solarwinds.com/community/tools_tht/web-help-desk