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SolarWinds Web Help Desk Reviews & Product Details

SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of tickets • A pragmatic approach to applying ITIL best practices with the flexibility to make it work for your environment • Automate and schedule discovery of hardware and software assets in your IT infrastructure, and track asset history including ownership and related service requests • Built-in knowledge base for creating FAQ and knowledge base articles to assist your help desk team and promote self-service to end users

Seller

SolarWinds Worldwide LLC

Discussions

SolarWinds Web Help Desk Community

Languages Supported

Arabic, Bulgarian, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Italian, Japanese, Georgian, Dutch, Norwegian, Polish, Portuguese, Russian, Albanian, Turkish, Chinese (Simplified), Fijian

Overview by

Fatima Davis

Value at a Glance

Averages based on real user reviews.

Time to Implement

2 months

Return on Investment

16 months

View More Pricing Information

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SolarWinds Web Help Desk Media

SolarWinds Web Help Desk Demo - Automate ticketing management

Manually managing service requests without help desk ticketing software can be a tedious process that’s also prone to error. Automate service request management through ticket creation, assignment, routing, and escalation.

SolarWinds Web Help Desk Demo - Centralize your knowledge management

Don’t waste time responding to repetitive, run-of-the-mill questions. Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.

SolarWinds Web Help Desk Demo - Meet your SLAs

Breaching your SLA could spell disaster for your business. Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.

SolarWinds Web Help Desk Demo - Relational ticket association to simplify project and task management

Issues involving multiple tickets should be managed in lockstep to avoid chaos. Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.

SolarWinds Web Help Desk Demo - Native integration with Active Directory and LDAP

Your service management software holds a wealth of information. Don’t let it get into the wrong hands. Automatically discover and add client information to Web Help Desk from AD and LDAP servers.

SolarWinds Web Help Desk Demo - Maintain your asset inventory

Managing the use, availability, and health of IT assets, and tracking this over time, is a major undertaking, especially as your business’ IT footprint grows. Simplify IT asset management with built-in asset discovery, inventory management, and reporting.

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Harshvardhan K.

IT Director

Hospital & Health Care

Mid-Market (51-1000 emp.)

6/24/2025

"Decent ticketing solution for low Budget"

4/5

What do you like best about SolarWinds Web Help Desk?

1. Easy to setup

2. Covers all ITSM features

3. Offers customization

4. Offers AD synch & SSO setup

5. Easy to setup and use Email templates Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

1. WHD does not have Change Management

2.Has a classic interface Review collected by and hosted on G2.com.

Verified User in Education Management

Small-Business (50 or fewer emp.)

5/7/2025

"Solarwinds review"

4.5/5

What do you like best about SolarWinds Web Help Desk?

Solarwinds helpdesk is very straightforward and easy to use. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

Some product features are outdates and do not work as expected. Review collected by and hosted on G2.com.

Michael F.

Mid-Market (51-1000 emp.)

2/28/2023

"I competent help desk ticketing system with good asset management and search capabilities."

3/5

What do you like best about SolarWinds Web Help Desk?

Easy to get acquainted with, sound email alerts, integrated asset management software, and powerful search capabilities. Also, owning a software license and running on a local server can be very appealing to those who want local control and hosting without recurring fees. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

Timely updates to the software had been very sporadic in the past, which caused our organization to look for other help desk providers. While it appears that the software is occasionally updated, it isn't at the same rate as competitors. Review collected by and hosted on G2.com.

Abhineet R.

Cloud Support Engineer

Enterprise (> 1000 emp.)

1/2/2023

"Cost Effective Helpdesk Tool for Operations Management"

5/5

What do you like best about SolarWinds Web Help Desk?

The columnar view and the ability to add customized details allow us to monitor effectively cases raised by multiple teams.

The Status of the next action items are clearly highlighted under details and description Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

It is a bit slow in loading the objects, and adding custom columns makes it slower.

The Hiver option should enlarge the details and not just show them in minute letters Review collected by and hosted on G2.com.

Verified User in Food Production

Mid-Market (51-1000 emp.)

1/29/2018

"Improved accountability and productivity"

4/5

What do you like best about SolarWinds Web Help Desk?

WHD allows us to track jobs by tech easier and improves productivity and accountability. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

It can be a little cumbersome when customizing your views Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

4/21/2022

"Uncomplicated, gets the job done"

4/5

What do you like best about SolarWinds Web Help Desk?

I like the integration possibilities with other Asset Management products. Having that helps to quickly get to associate clients with their assets and the integration with Dameware helps as well. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

The method of batch roll-outs to other computers is not intuitive. There needs to be some easy guidance in the program itself that helps users to get where they are going. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

This solution is a solid offering but does not go for all the features you may find in other more expensive solutions. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

Keeping tasks from falling through the cracks. Users are very comfortable with stating that they "told" I.T. and then months later reporting that they could not get what they needed to get done because of "insert excuse here." Requiring a process change that insists on a ticket has helped to reduce that problem. Benefits realized include the ability to see patterns in tickets, which lead to insights into actions we can take to reduce tickets, and improve business processes. Review collected by and hosted on G2.com.

Verified User in Primary/Secondary Education

Mid-Market (51-1000 emp.)

5/11/2022

"Friendly Help Desk Solution!!!"

4.5/5

What do you like best about SolarWinds Web Help Desk?

- Easy to use and create request type.

- Can be used by multiple departments

- Interface is very easy and friendly to use (Both admin and client)

- Processes and Tasks creation Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

- The mobile view is not friendly and there is no mobile app.

- Feature requests and bug fixing takes a long time to be addressed.

- Reporting tool Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

Keep in mind if you will use the helpdesk with HR department that this doesn't replace the HR solution. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

We are using web helpdesk in multiple departments to keep track of the requests and stay organized. Review collected by and hosted on G2.com.

Umar H.

Head Of Information Security

Mid-Market (51-1000 emp.)

1/17/2022

"SolarWinds IT Service Desk"

4.5/5

What do you like best about SolarWinds Web Help Desk?

Solarwinds is one the most comprehensive and best solution in the market. It is like a one-stop shop for most of the organizations. IT service desk is almost mandatory for every organization to keep it running and there is nothing better than SolarWinds out there. Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

There are very few cons in SolarWinds; however, ticket locking is one thing that I miss. For example, when a support agent is looking at a ticket it must be locked to make others aware of it. Searching can also be improved, which will be very helpful. Review collected by and hosted on G2.com.

Recommendations to others considering SolarWinds Web Help Desk:

For anyone looking for a service desk solution, SolarWinds is a no-brainer. They have an excellent product along with support. The best thing is that this solution is flexible and can be used by a small company or an enterprise. It is one of the best solutions currently available in the market. Review collected by and hosted on G2.com.

What problems is SolarWinds Web Help Desk solving and how is that benefiting you?

Primarily we use SolarWinds to manage day-to-day IT tasks like user management, network management, and troubleshooting. Moreover, it helps us to track down the amount of work done and typical problems that occur in the company environment. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

5/15/2022

"Review on solarwinds"

5/5

What do you like best about SolarWinds Web Help Desk?

The best thing is that we got the setup within 4 hours and I also like the navigation is easy and it also has the web-hosted solution with support Review collected by and hosted on G2.com.

What do you dislike about SolarWinds Web Help Desk?

Sometimes there is a lack in report selection. Review collected by and hosted on G2.com.