--- description: Review of Web Help Desk Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Web Help Desk | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [IT Ticketing Systems](/directory/1630/it-ticketing/software) > [Web Help Desk](/software/394299/web-help-desk) # Web Help Desk Canonical: https://www.softwareadvice.ie/software/394299/web-help-desk Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.ie/software/394299/web-help-desk?page=2) > SolarWinds Web Help Desk is a cloud-based ticketing and asset management solution that gives businesses tools for service management from request to resolution. Web Help Desk assists businesses in the following key areas of support including ticketing management, asset management, change management, knowledge management, incident management and service management. The solution offers tools for ticket creation, assignment, routing and escalation. Users can automate the discovery of software and hardware assets and manage asset assignments, history and associated service requests. Web Help Desk enables users to utilize a configurable workflow engine to help ensure that change management policies and procedures are adhered to. Users can also leverage a built-in knowledge base for creating FAQs and KB articles to assist help desk teams and promote end-user self-service. Web Help Desk is able to associate unlimited incident tickets with problem tickets for quick reference. Users can track ticket status, technician performance and customer support needs to help ensure that SLAs are met with built-in reports, dashboards and alerting. > > Verdict: Rated **4.1/5** by 124 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.1/5** | 124 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.1/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.0/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: SolarWinds - **Location**: Tulsa, US - **Founded**: 1999 ## Commercial Context - **Starting Price**: US$753.00 - **Pricing model**: Flat Rate (Free version available) - **Pricing Details**: SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, English, French, German, Japanese, Korean, Portuguese - **Available Countries**: Australia, Brazil, Canada, China, Germany, India, Japan, Mexico, United Kingdom, United States ## Features - API - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Asset Lifecycle Management - Asset Tracking - Audit Management - Automated Routing - Availability Management - Capacity Management - Change Management - Compliance Tracking - Configurable Workflow - Contract/License Management - Cost Tracking - Customisable Branding - Dashboard - Dashboard Creation - Email Management - Help Desk Management ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) ## Related Categories - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) - [IT Asset Management Software](https://www.softwareadvice.ie/directory/1888/it-asset-management/software) - [Online Help Desk Software](https://www.softwareadvice.ie/directory/3529/online/software) - [Computer Inventory Software](https://www.softwareadvice.ie/directory/3721/computer-inventory/software) - [Knowledge Base Software](https://www.softwareadvice.ie/directory/3898/knowledge-base/software) ## Alternatives 1. 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The staff members can use it to report about their IT problems or request for assets that they need for their job. > > **Cons**: It's a paid tool so you need to pay for it. ----- ### "Easy To Setup and Train End Users to Use" — 5.0/5 > **Verified Reviewer** | *20 March 2018* > > **Pros**: Has tons of features and functionality AND it is easy to setup and utilize all of them. From start to full web help desk completion, it took roughly two weeks (not day to day) and it was fully setup and being used by all company staff to submit tickets, approve tickets, and for tech staff to reply and resolve tickets. > > **Cons**: Depending on how many techs you want to utilize the Web Help Desk it can become pricey. We only had 5-7 techs at any given time so the cost was not that bad. ----- ### "Our experience with WHD has been ok to underwhelming" — 3.0/5 > **Steve** | *10 May 2017* | Recommendation rating: 3.0/10 > > **Pros**: It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome. > > **Cons**: The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution. > > It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly. ----- ### "Ticket Tracking with Webhelpdesk. Easily submit and resolve issues with ticketing system" — 5.0/5 > **Verified Reviewer** | *6 February 2018* | Telecommunications | Recommendation rating: 9.0/10 > > **Pros**: Able to look up ticket type, or ticket content for repeat issues. Track issues by who submits them easily by searching. Setup custom requirements for ticket submission. Easily integrate it with Solarwinds to create tickets when there are issues on network. It can also be connected to Exchange to send out email notifications. > > **Cons**: It appears that it cannot send email notifications to Distro lists. Setting up tech alerts can be quite complicated to get everything configured the way you want it to. > > We easily are able to track resolution of issues and pull reports in order to look at trends. ----- ### "Awesome program to do support tickets and track progress" — 5.0/5 > **Verified Reviewer** | *20 March 2018* | Financial Services > > **Pros**: Allows end users to request and send tickets to Helpdesk and allows Helpdesk to document work and track everything that has been done > > **Cons**: There has been few issues with the LDAP properly syncing with the database. sometimes creates multiple duplicate users. some functions have too many options ----- Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.ie/software/394299/web-help-desk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/394299/web-help-desk) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data