Web Help Desk Reviews

Pros

I started using this software 4 years ago. From a very first moment I could really see a difference from other products. I liked an ability to have multiple locations, with each location having multiple points of contacts. With that, I was able to set up routings of my tickets so they would always reach a correct IT person. This is very useful, when your business is spread through multiple timezones. Another feature that I really liked is LDAP authentication. This allowed me to restrict access to only authorized users, eliminating a possibility of phishing emails reaching the system.

Cons

As the company grew, at some point my AD structure become very complex - multiple ADs not connected to each other. Unfortunately, at that point, I had to stop using this solution because it couldn't handle more that one AD efficiently.

Pros

Web Help Desk is quite affordable. I am happy for the software value for money. It gives instant results. Handling incoming multiple tasks can be overwhelming. This software helps me keep track of operations in real time. It is quite easy to customize for ease of use.

Cons

This software is perfect. I basically find everything impressive and helpful. It is user-friendly too.

Pros

I can't say I found much to like, maybe the ability of the on-premise version to reduce the surface of attack, but that's about the only advantage and not solely tied to this tool.

Cons

The setup is hard, with no easy backup or transfer and no cloud version when we adopted it.
The price jumped steeply once the trial ended (but we expected it).

Alternatives Considered

Reasons for Switching to Web Help Desk

Pros

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Cons

Its so easy yo use and deploy and i havnt found any missing to write it here

Pros

Web Help Desk is easy to use even with its outdated UI. It was easy to deploy and everybody learned to use it quite fast. Getting reports, wich is important for us, is easy and they are quite complex and complete.

Cons

The designers team can work a little more at the interface.

Pros

It is low priced so good for those on a tight budget.

Cons

Lack of features and no integration abilities. No major upgrades to the product in years.

Alternatives Considered

Reasons for Switching to Web Help Desk

Pros

The ticketing system itself works without major issues, but it's built on a very old system.The search and filtering system is absolutely amazing, giving you the option to allowing you to build queries with any combination of data to include or exclude

Cons

The platform would regularly fail back to the main ticket page when trying to switch to the assets tab, or when saving a note or email response, sometimes causing the system to lose all the changes you just made.The system would sometimes crash in the middle of the night, requiring a service restart on the server.

Pros

End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

Cons

I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

Pros

SolarWinds generates a positive impact thanks to cost reduction. It works perfectly in the IT support department. With SolarWinds we managed to automatically update the asset with our mobile device management system through an extension. In addition SolarWinds allows us to create granular reports to address problem areas fairly quickly. SolarWinds Web Help Desk performs an excellent job of information management of hardware assets. I believe that the Web Help Desk would be suitable for technical users or for people who require a large amount of personalization without many details.

Cons

SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product.

Pros

The Web help desk can be used by technicians and clients. The clients use it to submit a ticket and the technicians will provide an answer or solution to the clients. I think this tool is good for use in the company. 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.

Pros

What I like most about web help disk
is it helps me and my team when accessing the world to solve management problems for the company.

Cons

What I like least about well help this is sometimes the lack of communication between the moderators and administration is bad.

Pros

Loved the simple and convenient methods for finding tickets. The advanced search tools and search choices were nice to have. I enjoyed the ability to attach files and photographs to comments. I cherished the ability to go back and alter certain comments.

Cons

Asset management and customer support is where we ran into the some issues.

Pros

The pricing system is definitely a bonus when compared to other software solutions. You get a lot of bang for your buck. Out of the box it works fairly well, but we have a lot of specialized use cases that took more to implement. The administration features are fairly simplistic - could be good or bad depending on how you look at it, but as someone with minimal code/administration experience it's easy to jump right in and get what you need done. Bulk features is nice. Client and ticket history were a must for us as we have our HR team working out of this system in tandem with other teams.

Cons

1. Lack of in depth customization. This extends to UI, ticket options, even the action rules are pretty railroaded in terms of what you can do.
2. Built in reporting isn't great. It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information.
3. Systems other than the ticketing feature aren't fleshed out. Assets and FAQs both stink, even when compared to ticketing system.

Pros

The layout is simple so it can be picked up easily without much in the way of training and it's cheap.

Cons

Not sure where to begin.

- It's slow
- It's tremendously buggy. Parts of the page just disappear while inside a ticket, the onhover sometimes brings up completely unrelated content.
- There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable.
- It severely lacks in functionality that other help desk systems provide
- The UX is atrocious - e.g. if you want to perform a bulk action you'll need to scroll down to the bottom of the ticket list after selecting tickets before choosing the bulk action from a single drop-down menu. Just pray that while you're scrolling the tickets don't refresh because otherwise you'll need to find the tickets to select all over again.

Pros

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.

Cons

The cost. We were looking at open source packages but the person that made the final decision decided to purchase this software.

Pros

User interface, integration with other SolarWinds products, Support, ease of install and management.

Cons

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

There are several good things about this program. 1st, the ability to keep track of problems. This cannot be underestimated across two buildings with hundreds of laptops and other equipment. 2nd, the ability to maintain open dialogue with clients who need repairs. 3rd, the ability to sort issues by client, room, or situations and see the history of a problem, or a problem user.

Cons

The interface is functional, just not snazzy, and modern! I have always wanted an ability to printout a viable list of open jobs to give to techs. I just can't figure out how to do that. For instance, assign all AV jobs to one tech and send him/her a Task List...

Pros

Web Help Desk - is known to be a very powerful IT ticketing system which can also be used to manage IT assets. It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper.

Web Help Desk service management tool takes the hassle and worries out of manually creating and routing tickets. Every Incident creation, escalation and task assignment are properly tracked throughout the entire process, which is done automatically and in return restores productivity back into the company.

Cons

I believe that the overall configuration process is a bit complicated and would be a plus if it could be made a bit simpler.

Pros

Web Help Desk is so stinking flexible it drives me crazy. Fields can be made hidden, visible, editable at every level of user (client/technician). You can even create your own custom fields. Escalation path, approval processes are all there. You just select what you want to use and how to implement it.

Cons

Web Help Desk is so stinking flexible I some times have trouble keeping track of all the options. I've now manged to turn off a feature that I can't figure out how to turn back on!

Pros

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 seemless, and it is easy to keep all communications within the tool. Integrates nicely with Active Directory.

Cons

Asset tracking is not as good as other tools. The reporting has a learning curve, and needs to have more options.

Pros

Ease of use for clients.

Cons

Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it.

Pros

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.

Cons

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.

Pros

Easy to use, not much to it if you want something easy. Interface is easy to use and get around right off the bat so you don't waste time trying to figure things out.

Cons

Not enough features to really be able to manage a large scale network. I used it with Activity Monitor and it seems like they need to focus a little more on the functionality on their software.

Pros

Easy to use and administer. Low cost. Fairly customizable. Integrates with other Solarwinds products.

Cons

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.

Pros

Integration across systems for a true live enviroment. 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.

Cons

Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk.