Last Updated
Overview
SolarWinds Web Help Desk offers IT help-desk and asset management software designed to streamline ticketing, SLA tracking, and self-service support. While setup and workflow configuration may require some effort, its automated ticketing, knowledge base, and asset management features make it a reliable choice for IT teams managing end-user support efficiently.
SolarWinds Web Help Desk Specifications
- CRM Integration
- Canned Responses
- Analytics and Reporting
- Escalation Management
SolarWinds Web Help Desk Features
Streamlined Ticketing Management
SolarWinds Web Help Desk simplifies ticketing management by centralizing incoming requests, automating assignment rules, and ensuring faster prioritization. Technicians can efficiently handle multiple tickets simultaneously, reducing delays, minimizing human error, and improving overall team productivity for seamless IT support operations across the organization.
Incident Tracking
The platform automates incident tracking by logging, categorizing, and prioritizing issues in real time. It enables teams to monitor resolution progress, identify recurring problems, and maintain a clear history of incidents. This transparency supports proactive IT management and improves overall service quality.
SLA Reporting
The software provides detailed SLA reporting to monitor compliance, track ticket resolution times, and evaluate technician performance. Managers can generate clear, actionable reports to ensure service commitments are met, identify bottlenecks, and make informed decisions that enhance customer satisfaction and operational efficiency.
Asset Management
SolarWinds Web Help Desk offers comprehensive asset management to track hardware and software across the network. Users can link assets to tickets, monitor lifecycle stages, and optimize IT investments, ensuring accurate inventory, better budgeting, and more informed decision-making across the organization.
Remote Support Integration
The platform integrates with remote support tools to allow technicians to access and troubleshoot devices directly from tickets. This integration improves response times, reduces on-site visits, and enables efficient collaboration between IT teams while maintaining security and operational continuity across networks.
Pros And Cons of SolarWinds Web Help Desk
Pros
Provides centralized IT asset discovery and inventory tracking
Offers built-in knowledge base for self-service and FAQs
Supports SLA tracking and automated escalations with notifications
Cons
Resolving issues and implementing requests occasionally takes time
GUI experience may feel less polished for some users
SolarWinds Web Help Desk Reviews
Total 22 reviews
4.1
All reviews are from verified customers
Rating Distribution
5
Stars50%
4
Stars27%
3
Stars9%
2
Stars9%
1
Stars5%
Share your experience
Craig martland
Leisure, Travel & Tourism, 500+ employees
More than a year
“Made our support teams efficient”
Pros
Working in infrastructure at a large zoo, I've relied on it for about 10 years to handle support requests across a wide mix of operational and technical teams. The biggest advantage has been how simple and dependable it is. The ticketing system is simple to move around in, highly configurable and covers the essential functions needed for incident management, service requests, asset tracking and technician workflows without adding unnecessary complexity. It gave us clear visibility across a large and diverse infrastructure environment and the automation, reporting and email integration features made our support teams much more efficient.
Cons
It has been reliable over the years but the interface now feels a bit outdated next to newer ITSM platforms. Some admin tasks and customizations are not as user-friendly as what you get with modern cloud-based options and reporting can take extra work when you need more advanced insights. Its integration choices and workflow automation are also somewhat limited compared with newer service management tools available today.
Rating Distribution
Ease of use
7
Value for money
7
Customer Support
7
Functionality
7
Gabriel Frenette
Electrical/Electronic Manufacturing, 11-50 employees
Free Trial
“Well structured interface”
Pros
The interface is very user-friendly and it's simple to customize based on what you need.
Cons
the plan options feel a bit limited if you're trying to stay within a tight budget.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Danny Hecht
Renewables & Environment, 51-100 employees
Less than a year
“Rough setup and steep pricing”
Pros
There wasn't much here that felt like a real plus. At best, the on-premise deployment can help reduce the attack surface but that's really the only benefit I can point to and even that isn't something unique to this product.
Cons
Getting everything set up was difficult and backup or migration wasn't simple at all. When we adopted it, there also wasn't a cloud option available. On top of that, the cost increased sharply after the trial period ended which we did anticipate but it was still a big jump.
Rating Distribution
Ease of use
1
Value for money
1
Customer Support
1
Functionality
1
Frequently Asked Questions
What level of support does SolarWinds Web Help Desk offer?
SolarWinds Web Help Desk offers 24/7 technical support through phone, email, and an online ticketing system.
What types of pricing plans does SolarWinds Web Help Desk offer?
SolarWinds Web Help Desk is available from $533 with a 14-day trial. Get a detailed SolarWinds Web Help Desk cost breakdown to make an informed decision.
What language does SolarWinds Web Help Desk support?
SolarWinds Web Help Desk software primarily supports English.
Does SolarWinds Web Help Desk offer an API?
Yes, SolarWinds Web Help Desk offers an API.
What other apps does SolarWinds Web Help Desk integrate with?
Information about third-party integrations has not been specified by the vendor.
Who are the typical users of SolarWinds Web Help Desk?
SolarWinds Web Help Desk features are used by IT teams, help desk technicians, system administrators, managed service providers, and support staff in education, healthcare, government, and mid-sized enterprise environments.
Does SolarWinds Web Help Desk have a mobile app?
Yes, SolarWinds Web Help Desk offers a dedicated mobile app.