SolarWinds Web Help Desk Reviews

“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It has been reliable over the years but the interface now feels a bit outdated next to newer ITSM platforms.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.

“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.

“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.

“Simple deployment process”

Pros

Even though the interface feels a bit dated, it is still very simple to use. The deployment process was simple and everyone picked it up quickly without much trouble. Reporting which matters a lot to us, is also very well handled, with reports that are detailed, comprehensive and easy to generate.

Cons

The design team could definitely spend a bit more time improving the interface.

“Saves me time”

Pros

I save time by reporting software issues more efficiently.

Cons

I don't have any drawbacks to report since I'm just a regular user.

“Helpful for team management”

Pros

One thing that really stands out about it is how much it supports my team and me when we need to handle management-related issues across the company. It has been useful for accessing the tools and information we need to solve problems and keep work moving.

Cons

Communication between the moderators and the administration can be poor at times and that creates some frustration.

“Great for tracking tickets”

Pros

As a help desk tool, this system works well for tracking tickets and keeping documentation organized.

Cons

It has a user-friendly interface that makes creating and managing tickets simple, plus automated ticket routing and powerful reporting.

“Affordable pricing”

Pros

Right away, it felt like excellent value for the money. It delivers results instantly which really helps when multiple incoming tasks start piling up and becoming overwhelming. I can monitor operations in real time so staying on top of everything is much easier. The customization options are also flexible enough to make the system convenient to use.

Cons

I have not run into any issues with this software. Pretty much everything about it has been impressive and useful and it is very user-friendly as well.

“Frustrating crashes”

Pros

The core ticketing side does its job without any major problems, even though the whole system is clearly built on a pretty outdated platform. One thing it really does well is search and filtering. The query builder is excellent and lets you combine almost any data points you want, whether you need to include or exclude specific details.

Cons

Working in the platform could be really frustrating because it would often kick back to the main ticket page when switching to the assets tab or after saving a note or email reply. At times, that also meant losing the changes you had just entered. On top of that, the system would occasionally crash overnight and needed a service restart on the server to get it running again.

“Budget-friendly but limited”

Pros

It's affordable which makes it a decent option for teams working with a tight budget.

Cons

it's missing a lot of features, doesn't offer integration options and the product hasn't seen any major updates in years.

“Helps resolve issues”

Pros

Very practical for helping resolve issues and for keeping track of the status and progress of requests.

Cons

Up to this point, I haven't had any problems to point out with the resolution of my requests.

“Exceeded our expectations”

Pros

It started out as an excellent help desk ticketing system for us which is exactly why we bought it but it has turned out to do much more than we expected. It's also a really useful tool for inventory tracking, purchase orders and several other tasks. As we've continued using it, we've been rolling out more and more of those extra features over time. One thing I really appreciate is being able to create custom fields since a lot of other products lock you into the default setup and this one definitely doesn't.

Cons

The overall configuration process feels a bit complicated and it would be much better if it were simplified.

“Well-organized system”

Pros

Using it day to day has been very simple and it's a well-organized system for handling daily tasks and resolving customer issues effectively.

Cons

Deployment was very simple, the system is very easy to work with and I haven't come across anything missing that's worth pointing out here.

“Handy ticket search tools”

Pros

The simple and convenient ways to locate tickets made a big difference. The advanced search tools and filtering options were really useful to have. Being able to attach files and photos to comments was something I appreciated a lot and it was also valuable to go back and edit certain comments when needed.

Cons

We did run into a few problems around asset management and customer support.

“Variety of ways to find a ticket”

Pros

What really worked well was the variety of ways to locate a ticket, whether it was open or closed. The search functionality gave plenty of options, including advanced filters which made finding specific tickets much more convenient. It was also very useful to attach images and documents to each comment and being able to go back and edit individual comments was something I appreciated a lot.

Cons

The biggest trouble we ran into was with customer service and the asset management side of the software.

“Limited and outdated forms”

Pros

The automatic routing for tickets works well and people get email alerts right away. Comments can also be added directly inside the ticket and you can tag others so they're notified when something needs their attention.

Cons

The custom templates for different ticket types feel very plain and restrictive. With how much web technology has improved, it seems like there should be a simple way to build responsive forms that guide users better and require more detailed information in specific fields.

“Convenient web-based system”

Pros

Having a web-based system was the biggest advantage for our team. Since our work happened out in the field, it really helped that we could access it from anywhere, whether we were at a client site or back in the office. It made tracking complaints much more practical and helped us give timely updates to both clients and management about the work that had been completed.

Cons

I only worked with it for ticket management and not from the administrator side so I can't really speak to any drawbacks or admin-level limitations.

“Solid features, weak support”

Pros

There were plenty of options in the software overall and getting it set up was pretty simple.

Cons

We ran into server memory problems quite often and support wasn't very helpful beyond simply telling us to reboot it.

“Phenomenal reporting capabilities”

Pros

Compared with other help desk tools, the reporting here is phenomenal.

Cons

Setting up SSL can be a little complicated since it relies on JKS.

“Ticket tracking powerhouse”

Pros

Every ticket gives you complete detail while you're working on it so it's simple to follow who handled the ticket and everything that has been done up to that point. It's definitely one of the best options available in the market.

Cons

It does require a lot of RAM and if your server doesn't have a decent amount available, the experience won't be very enjoyable.