Web Help Desk Reviews

Pros

Across nearly a decade in a large zoo infrastructure environment, this system has been my go-to for handling support requests across a wide mix of operational and technical teams. What stood out most to me was how easy and dependable it is. The ticketing setup is easy to work through, highly configurable and delivers the essential tools needed for incident management, service requests, asset tracking and technician workflows without adding unnecessary complication. It gave us great visibility across a broad and varied infrastructure estate and features like automation, reporting and email integration made our support teams notably more efficient.

Cons

Even though it has remained dependable the interface now feels somewhat outdated compared with newer ITSM platforms. Certain admin tasks and customizations are also less simple than what you get from modern cloud-based alternatives and creating more advanced reports usually takes extra effort. Its integration choices and workflow automation are also a bit limited when stacked against newer service management solutions available today.

Pros

What immediately impressed me was how affordable it is for what you get. I'm really pleased with the value for money this software offers. It delivers results instantly and when managing multiple incoming tasks starts to feel overwhelming, it helps me stay on top of operations in real time. It's also very easy to customize which makes it even more convenient to use.

Cons

I honestly don't have any complaints about this software. Pretty much everything about it has been impressive and helpful and it's very user-friendly as well.

Pros

The low price is the biggest advantage especially if you're working with a tight budget.

Cons

The downside is the lack of features and the absence of integration options. It also feels outdated since there haven't been any major product upgrades in years.

Pros

From day one, it has been very easy to use and the system is well organized for managing daily tasks and resolving customer issues.

Cons

It is very easy to use and deploy and so far I have not come across anything missing that I would mention here.

Pros

Four years with this software made the differences from other products pretty obvious right away. What stood out to me was the ability to manage multiple locations, each with its own points of contact. That let me configure ticket routing so requests would consistently go to the right IT person which was especially valuable for a business operating across several time zones. I also really appreciated the LDAP authentication feature. It helped me limit access to authorized users only and reduced the chance of phishing emails making their way into the system.

Cons

Once the company expanded, my AD environment became much more complicated, with multiple separate ADs that were not connected to each other. At that stage, I had to stop using the solution because it was not able to handle more than one AD efficiently.

Pros

Cutting costs has been one of the biggest benefits we've seen from SolarWinds. It fits very well within our IT support department and we were able to set up automatic asset updates through an extension connected to our mobile device management system. It also gives us the ability to build detailed, granular reports which helps us identify problem areas pretty quickly. On top of that solarWinds does an excellent job managing hardware asset information. I think it is especially well suited for technical users or for teams that need a high level of customization without requiring a lot of hand-holding.

Cons

Just one tiny suggestion that I'd like the support experience to be on the same level as the product's functionality.

Pros

Among the help desk tools I've worked with, End to End stands out as one of the best. The ticketing process is easy, asset tracking is excellent and the integrations with AD and SolarWinds work really well. It also includes a knowledge base and surveys which makes it even more complete.

Cons

I do wish it handled parent and child tickets better. The calendar feels pretty pointless as it is especially since it does not sync with a technician's Exchange calendar. There is also no way to customize the admin interface with something like a skin or even change the logo for admin purposes. The user side can be customized but the admin side cannot.

Pros

For handling both internal and client support requests, this has been a very effective and customizable help desk solution. We use it for ticketing across both groups and the email rules can be set up so tickets are automatically created from specific keywords. That makes the process much easier for users when they need to submit an issue. We host our instance in AWS and it has performed very well. Customer support has also been easy to reach and they stay engaged until a solution is found.

Cons

The user interface feels outdated. It has not had a noticeable refresh since we first started using it three years ago. On a mobile device, it looks like something from the iOS 3 era. With how much HTML5, CSS and JavaScript have evolved, I would expect the product to keep up with those changes and improve the overall UI.

Pros

For the price, it gives you quite a bit to work with. You get a ticketing system, an FAQ section and reporting on tickets and technicians. It also lets you create action rules to automate ticket-related tasks, such as generating reports. It integrates with Active Directory as well. The interface is reasonably simple and it's easy to keep tickets, categories and similar items organized.

Cons

A few features feel only partially finished. The Assets/Parts area is not very simple to use and can end up causing more issues than it fixes. For instance, it creates multiple entries for the same device based on wireless and wired IP addresses and there's no option to force it to use the MAC address which would make much more sense. I'd also say the learning curve gets fairly steep if you want to take advantage of the more advanced features. I didn't even realize many of them were there until about a year ago. Support can also be inconsistent.

Pros

Most of our work in it centers on the Tickets and Assets modules and I rely on the Assets side more than anything else. It makes it easier for me to assess both the current and upcoming needs of our end users. I can quickly look up the hardware assigned to someone which helps me figure out what can be reassigned and who it should go to.

Cons

Biggest downside is the price. We had been considering open-source alternatives but the final decision-maker chose to buy this software instead.