--- 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: '2026-07-13' 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 very straightforward and intuitive. (1 reviews) **What users dislike:** - Users report **outdated feature issues** that do not function as expected, impacting their overall experience with the software. (1 reviews) - Users find some **missing features** outdated and not functioning as intended, impacting their overall experience. (1 reviews) - Users find the **outdated interface** of SolarWinds Web Help Desk to be frustrating and less efficient. (1 reviews) ## SolarWinds Web Help Desk Reviews ### 1. Powerful On-Prem Control, but UI and Maintenance Need Work **Rating:** 2.5/5.0 stars **Reviewed by:** Mircea M. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2026 **What do you like best about SolarWinds Web Help Desk?** 1. on-premises (it's hard to find today a platform you can control) 2. highly configurable **What do you dislike about SolarWinds Web Help Desk?** 1. UI 2. installation/upgrade/maintenance 3. lack of integrations with external systems **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Best for internal IT teams, nice load balancing rules ### 2. Decent ticketing solution for low Budget **Rating:** 4.0/5.0 stars **Reviewed by:** Harshvardhan K. | IT Director, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **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 **What do you dislike about SolarWinds Web Help Desk?** 1. WHD does not have Change Management 2.Has a classic interface **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** 1. Issue Management 2. Handling Requests 3. Handling Incidents 4. SLA and Reports ### 3. Solarwinds review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2025 **What do you like best about SolarWinds Web Help Desk?** Solarwinds helpdesk is very straightforward and easy to use. **What do you dislike about SolarWinds Web Help Desk?** Some product features are outdates and do not work as expected. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Automating help desk repetitive tasks. ### 4. I competent help desk ticketing system with good asset management and search capabilities. **Rating:** 3.0/5.0 stars **Reviewed by:** Michael F. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2023 **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. **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. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** It was our school district's help desk system and asset management platform for many years. It provided a queue for our help desk personnel and technicians to address software and hardware issues and eventually resolve them. ### 5. Cost Effective Helpdesk Tool for Operations Management **Rating:** 5.0/5.0 stars **Reviewed by:** Abhineet R. | Cloud Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 02, 2023 **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 **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 **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** We use it for Monitoring Cases created for our Client for whom our company is a contractor. Allows our team to communicate effectively when supporting ERP systems support. ### 6. Improved accountability and productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about SolarWinds Web Help Desk?** WHD allows us to track jobs by tech easier and improves productivity and accountability. **What do you dislike about SolarWinds Web Help Desk?** It can be a little cumbersome when customizing your views **Recommendations to others considering SolarWinds Web Help Desk:** You can get the most out of it when you use the integrated asset tracking system **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Accountability, productivity, ticket tracking, adherence to SLAs ### 7. Uncomplicated, gets the job done **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **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. **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. **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. **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. ### 8. Friendly Help Desk Solution!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2022 **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 **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 **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. **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. ### 9. SolarWinds IT Service Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Umar H. | Head Of Information Security, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2022 **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. **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. **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. **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. ### 10. Review on solarwinds **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2022 **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 **What do you dislike about SolarWinds Web Help Desk?** Sometimes there is a lack in report selection. **What problems is SolarWinds Web Help Desk solving and how is that benefiting you?** Scheduling the report is very easy here and it also has the history of the same. ## 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/solarwinds-web-help-desk-review-12851149?section=pricing&secure%5Bexpires_at%5D=2026-07-14+06%3A57%3A56+-0500&secure%5Bsession_id%5D=de7987a4-a25a-43c8-aa91-cc31271e0d3e&secure%5Btoken%5D=329d76d3d06e4f2099d32e50ee5a755d191651561fad15d6a996aa5227419815&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 (1,291 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews)