SolarWinds Web Help Desk reviews

"Ease of implementation and use. User friendly UI. Easy to create dashboards for management. Incredibly easy to manage. Lacks some more advanced features that larger solutions have but nothing I find I miss; it certainly makes up for this in simplicity and cost."

"Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well. Hard pressed to find anything wrong with it. Anything we have needed thus far has been able to be resolved with a little bit of imagination."

"The ease of use, the end user has the power to submit a well thought out help request. We can also manage many assets and software through the application."

"Hosted locally for added security. Inventories machines. Ability to RDP within ticketing system. Will text alerts is added plus. Not much to complain about. It does what it is supposed to do. Updating application can be sometimes time consuming but support is always available."

"I enjoy being able to custom build reports, have an amazing dashboard in the NOC for all to see. One with soft helpdesk technical skills can easy navigate and self learn. Wonderful mobile interface with iPhone. Would like a training session on digging deeper to create specific reports and in the Dashboard. A shared dashboard among all users would be wonderful instead of user specific."

"I like that end users are able to update tickets. We are able to provide FAQs to all end users. Nice to add hardware to user profile. Not clear to end users that they must login to update or respond to their tickets through the helpdesk, users are responding in email instead."

"It is easy to see all tickets in the system, and who is working said tickets. Notes within the tickets are easy to add or edit, and the reporting is a great feature. It tends to hang in my browser at times, which requires a restart of the browser. This happens both in Internet Explorer 11, or Firefox. "

"Easy deployment. Fairly robust automation/workflow (certainly room for improvement). Integration with other SolarWinds products works well. Very limited reporting functionality. Much of the available customization is not intuitive...wizards would be a great feature addition."

"Pros: The ability to sort tickets to different teams with ease. Web Help Desk makes our approval processes easier to manage and verify. Developers responded directly to forum requests. Cons: Limited to a single tab per user. If links are opened in multiple tabs, issues will occur. Still has some limits with approval boards."

"Email-centric the users have the option for webforms or email. Goes as deep as you need - you can create a simple ticket system or integrate with asset management and other tools. Easy to manage. Online help could be easier to use, sometimes i have to go hunting for a tool or screen to manage. Asset management should do discovery and keep itself up to date. "

"Some pros to this is that it syncs with your active directory and other SolarWinds products. Allowing users to create tickets using their AD credentials instead of having to create individual accounts. The ticket tracking is also very nice and clean. The initial configuration is a pain if you do not know what you're doing. It does not auto select to email the client either."

"Simple straight forward , everything is linked . Easy to use . I like the parts implementation and the ability to print quotes and invoices. Would like the ability to see print all records (assets, contacts, locations) as one spreadsheet."

"Easy to incorporate with AD. Easy to customize your own reports for management. I like how each user has the ability to modify there own dash board. The color and theme should be interchangeable. I wish there was a switchable color theme."

"Easy to use and administer. Low cost. Fairly customizable. Integrates with other SolarWinds products. The iOS app is not as useful as it could be. The app interface could use a makeover and it would be nice to have features like bar code scanning using the camera."

"The effectiveness is in the simplicity. We can address our needs without an overly complicated amount of steps, yet have enough flexibility to shape the tool to our needs. Every question we have had has been answered quickly and to the point. Tech Support has been responsive and helpful. Reporting is typically where I see a shortcoming in help desk software, but I have not seen that yet here."

"It integrates with SolarWinds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events. The assets aren't cleanly entered into the system from SolarWinds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices. "

"Pros: The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system. Cons: It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted. "

"The software is very configurable including custom action rules, approval processes, inventory (software/hardware), and various queues that allow for customized responses. The format of replies can be difficult to read/follow and is not very customizable. The inventory does not collect the user an asset is assigned to; while this is a typical WMI feature, it's not available for some reason in our current version. "

"Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus! It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean."

"I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization. I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization."

"User interface, integration with other SolarWinds products, Support, ease of install and management. It needs some improvements and customization ability. I would like to see a better parent child ticket relationship established. It could improve the custom field settings greatly. Allowing for more of them in other places. Its needs better navigation. "

"Pros: It was priced well for the features it provides. It integrates with SCCM for inventory purposes as well as SQL and Exchange. Cons: Some of the interface is not as intuitive as I would like it to be. Really very minor. I would like to create a ticket from the client information page and have a save button at the top of the ticket too."

"The software is easy to use and navigate... There are many mediums of data collection that can be create and customized. Searching the application isnt so great. The search area is limited to ticket numbers and specific names... There really isnt a way to find a quick search method for key terms or anything like that."

"We mostly use the Tickets and the Assets portions of the software. I actually reference the Assets portion of this software the most. It helps me to evaluate the current and future needs of our end users. I can quickly search and find the hardware a user has; which allows me to determine what can be reallocated and to whom. We were looking at open source packages but the person that made the final decision decided to purchase this software."

"Ease of use and access. Covers everything we need for a small/medium business, and runs great a virtual server. If you buy other products from SolarWinds it integrates with those too. The emailing of tickets is seamless, and it is easy to keep all communications within the tool. Integrates nicely with Active Directory. Asset tracking is not as good as other tools. The reporting has a learning curve, and needs to have more options."

"We love how easy it is to use for us and our staff. It is easy to keep track of reporting and to look up responses and past tickets. Asset Management is not the easiest to add assets into. Longer process to add them in individually."

"SolarWinds Web Help Desk is a wonderful product. It's easy to implement and use. We did a survey, and our end-users loved the product compared to what we were using previously. There is a lot of flexibility and higher-end features that you don't find in every solution. The mobile interface could be a little bit better. It's easy for quick checking of tickets and responses, but more features would be nice."

"Customer support and tech support from SolarWinds has been quick and efficient. We have had minimal trouble from our users since implemented. There are still some features we would like that I have asked about but been told currently these are not available ie: Case #1147377 - "Ticket Custom Fields""

"Runs on MacOS X. Integrates with JAMF Casper for asset management. Binds to Apple's Open Directory. Works really well from the users standpoint. Whether they choose to simply communicate through email or log directly in. If you close the browser window without logging out first, it can be problematic to get logged back in without quitting the browser entirely."

"Easy to send messages back and forth from client and technician. Can then set reminders on tickets to ensure you do not over look a ticket. Has a FAQ section that allows you to record solutions to reoccurring problems or questions. If a ticket has been passed around a few times it is not easy to see who previously worked on the ticket. The information is displayed in the ticket history but this records everything and can become lengthy on a higher level ticket. "

"Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems. There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards. Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms."

"Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets. For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use. "

"Integration across systems for a true live environment. We're able to pinpoint network usage or a downed node within seconds. Custom map utilization helps us view our environment as we see it. Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk. "