--- title: SolarWinds Web Help Desk Reviews meta_title: 'SolarWinds Web Help Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 60 reviews by the users' company size, role or industry to find out how SolarWinds Web Help Desk works for a business like yours. aggregate_rating: rating_value: 3.9 review_count: 60 scale: '5' date_modified: '2026-07-17' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # SolarWinds Web Help Desk Reviews **Vendor:** SolarWinds Worldwide LLC **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 3.9/5.0 **Total Reviews:** 60 ## About SolarWinds Web Help Desk 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 ## SolarWinds Web Help Desk Pros & Cons **What users like:** - Users find the **ease of use** of SolarWinds Web Help Desk to be straightforward and intuitive. (1 reviews) **What users dislike:** - Users report **outdated features** in SolarWinds Web Help Desk that often fail to function as intended. (1 reviews) - Users find the **missing features** in SolarWinds Web Help Desk detrimental to their overall experience and efficiency. (1 reviews) - Users experience **outdated interface** issues that lead to problems with functionality and user satisfaction. (1 reviews) ## SolarWinds Web Help Desk Reviews ### 1. Solar Winds Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Biotechnology | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2017 **What do you like best about SolarWinds Web Help Desk?** Web based application and is very easy to use. Has a very basic approval workflow. **What do you dislike about SolarWinds Web Help Desk?** Limited capabilities with screen design. Very basic/simplistic design capability. Very limited workflow approvals **Recommendations to others considering SolarWinds Web Help Desk:** provide basic help desk service ticketing - ticket management is pretty easy. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Centralized ticketing system with a limited approval capability. Able to track security changed and requests from users to stay within SOX compliance. ### 2. Functional. **Rating:** 0.0/5.0 stars **Reviewed by:** John B. | Helpdesk Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2016 **What do you like best about SolarWinds Web Help Desk?** Clear and clean with little to get in the way of operating the system. Runs quickly and efficiently. Is highly customizable without being difficult to use. **What do you dislike about SolarWinds Web Help Desk?** Incapable of browsing using browsing tools. Does not endure having multiple windows open or have methods to get ahold of data that is not shown on the screen. No copy feature, incident replication or usable history feature. **Recommendations to others considering SolarWinds Web Help Desk:** Integrate your Knowledge Database before attempting to use the FAQ system. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We keep tickets to track information about people having computer problems. We can see their problems and communicate with many different systems without having any issues. We can look at historical trends and capture data on who is having problems where and with what. ### 3. Good bones, just needs some skin **Rating:** 3.5/5.0 stars **Reviewed by:** Mitchell S. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2016 **What do you like best about SolarWinds Web Help Desk?** The ability to attach pictures to our repair tickets and then have the program email the ticket to the client is a great asset and cuts down on the number of parents that show up at the school wanting to see what was damaged on a computer. **What do you dislike about SolarWinds Web Help Desk?** This program is still utilitarian in its appearance and needs some polishing on the client side, especially in the look and readability of the email that is sent to the client. **Recommendations to others considering SolarWinds Web Help Desk:** A good program for the shop, but needs some polishing to improve the client-side experience. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We use this to track all our repairs. It's much more professional looking than hand written notes. We also use it to track what parts are being damaged so that we can project if extended warranties are worth the money. ### 4. Solar winds is very useful with a few limitations. **Rating:** 4.0/5.0 stars **Reviewed by:** Benjamin K. | Medical Support, Public Relations and Communications, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2016 **What do you like best about SolarWinds Web Help Desk?** I think this software is helpful as a company to run a help desk ticketing system. It allows for easy communication amongst a team and keep everyone informed. **What do you dislike about SolarWinds Web Help Desk?** I think the web interface is a little bit clunky and hard to use at times. It is not extremely mobile friendly and on a desktop computer the windows take up a lot of real estate. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** This has been useful for solving IT related and maintenance issues. ### 5. Great user interface. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2017 **What do you like best about SolarWinds Web Help Desk?** Able to track work and look up old tickets. **What do you dislike about SolarWinds Web Help Desk?** sometimes interface can be slow. Gets better with every update **Recommendations to others considering SolarWinds Web Help Desk:** very easy to set up on your own. You might need help with configuration. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** internal customer issues are being resolved faster. ### 6. Its an ok helpdesk product. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2016 **What do you like best about SolarWinds Web Help Desk?** The integration is alright, the way the tickets are shown to the end users is pretty nicely done as well. The mobile version of it is user friendly as well for the end user, but not as friendly for a technician. **What do you dislike about SolarWinds Web Help Desk?** It gets really slow as there are more tickets in there. The spam filtering for tickets via email isn't that great. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Solving helpdesk issues and asset tracking. ### 7. Good Customization Options and Reporting **Rating:** 3.5/5.0 stars **Reviewed by:** Dakota W. | Salesforce Support Administrator, Consumer Electronics, Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2016 **What do you like best about SolarWinds Web Help Desk?** I like the customization options of the forms, picklists, reports, views, approval workflows, etc... the product offers a wide range of customization. **What do you dislike about SolarWinds Web Help Desk?** The Interface is messy for technicians (help desk associates). Out of the box there is a lot going on compared to other Help Desk solutions I've worked with. Simplicity could benefit them here. **Recommendations to others considering SolarWinds Web Help Desk:** With all the customization available, consider taking your time to go live. It can be easy to get lost with all the different features Solar Winds Help Desk offers, weigh which features will be most beneficial for your organization. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** HelpDesk Ticketing, Access Approval Requests ### 8. Solar Winds Performs **Rating:** 3.0/5.0 stars **Reviewed by:** Katrina W. | Instructional Designer, Higher Education, Small-Business (50 or fewer emp.) **Reviewed Date:** July 16, 2015 **What do you like best about SolarWinds Web Help Desk?** Solar Winds WHD is really easy to customize. You can add labels, track issues and problems, and assign tickets to techs. It does what any IT support staffer would expect. **What do you dislike about SolarWinds Web Help Desk?** In my office's setup, we tried automatically forwarding tickets from an email inbox. Our biggest problem was the spam. There's no filter for spam within Solar Winds WHD. So after that, we started manually dragging emails into the inbox that would automatically forward to WHD in order to not have to go in and delete 20-30 spam emails every morning, but then we lost the timestamp on the tickets. **Recommendations to others considering SolarWinds Web Help Desk:** If you are looking for a "quick and dirty" solution for managing user help requests, Solar Winds WHD gets the job done. It gives you the basics you need to get started. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We were better able to keep track of the clients that were utilizing our services the most. We could also easily categorize the types of issues we were getting from clients and use that information to create knowledge base content in an effort to reduce the amount of traffic coming to WHD. ### 9. Full featured, reasonable price. **Rating:** 4.0/5.0 stars **Reviewed by:** Cori H. | IT Specialist II / Help Desk Coordinator, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2015 **What do you like best about SolarWinds Web Help Desk?** The help desk software is flexible enough to allow customers options for submitting tickets and powerful enough to provide the tools for organization, customization, and reporting. **What do you dislike about SolarWinds Web Help Desk?** We have had a number of unexpected outages that negatively impact our productivity. **Recommendations to others considering SolarWinds Web Help Desk:** This is a full featured product that is also easy to use and configure. You are able to license only those technicians that you need, so it is scalable to any size facility. Integration with Active Directory makes setting up access for users quick and easy, administration is minimal, and it is very customizable. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We are able to trend issues and see exactly where the biggest issues are and how to handle them. We can proactively schedule maintenance and track where costs are going. It saves in money and manhour costs. ### 10. SolarWinds Web Help Desk Review **Rating:** 5.0/5.0 stars **Reviewed by:** Terrance H. | IT Infrastructure, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2015 **What do you like best about SolarWinds Web Help Desk?** What i Like is that users/workers are reassured that once they have logged a problem in the system, then someone in tech support will troubleshoot the fault in a timely manner. This strategy is especially useful when they are working outside normal office hours. As a user, at first I hate having to fill in that request box, but after a while I am amazed how writing down the symptoms makes me feel better, and sometimes it even helps me solve my own problem. **What do you dislike about SolarWinds Web Help Desk?** Its a overall great product. I have no dislikes. Whether your operations are 24/7 or 9 to 5, Web Help Desk tracks your Service Level Agreement due dates and times relative to your specific business hours, which is very efficient in the busines world **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** With this centralized system, support staff can process far more tickets in their shift than they could handle phone calls. Thanks to this email driven software, the help desk can concentrate on the technical problem, rather than having to deal with the emotional crisis of an irate phone call. ## SolarWinds Web Help Desk Discussions - [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) - 1 comment, 1 upvote - [View SolarWinds Web Help Desk pricing details and edition comparison](https://www.g2.com/products/solarwinds-web-help-desk/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+16%3A19%3A43+-0500&secure%5Bsession_id%5D=79e3911d-be7f-4f9f-9a4e-d6c390591d45&secure%5Btoken%5D=c4d74415adef8c1c7d7ca7cea4402bbec0efda97e37e3025d24a04ec8c540304&format=llm_user) ## SolarWinds Web Help Desk Integrations - [N-able N-central](https://www.g2.com/products/n-able-n-central/reviews) - [SolarWinds Observability](https://www.g2.com/products/solarwinds-worldwide-llc-solarwinds-observability/reviews) ## SolarWinds Web Help Desk Features **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Lifecycle Visualization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top SolarWinds Web Help Desk Alternatives - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (242 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,293 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews)