4.2 out of 5.0 (21 ratings)
21 Verified Reviews

Web Help Desk

Occasionally buggy, but overall it gets the job done

We've used Web Help Desk prior to the Solar Winds acquistion in 2012, and have yet to find a better product at such a reasonable price. With that said, since Solar Winds acquired the software, we have seen a decline in support; reccurring minor bugs (e.g. on occasion, when saving a new note on a ticket, it does not save and you have to rewrite your note), have not been addressed by Solar Winds in the last couple of years / dozen or so updates. However, when we purchased the product, it had a lot of basic and advanced features that we identified as "must have" for our environment, for a reasonal price; other competitors could not meet these needs, and those that did, came at a premium price. Pros include ticket escelation features, workflow and automation features, and SCCM integration. Cons include extermely poor and limited reporting, limited mobile support, annoying but managable bugs, and an outdated user interface.

SolarWinds

Easy and Comprehensive

Solarwinds provides additional services not typical at other vendor communities.

SolarWinds

Open Architecture - Robust and modular monitoring

Tool works as described and maintains an open architecture where we can integrate with user exists for application-specific monitoring. Anticipate being able to expand monitoring capabilities over time.

SolarWinds

Great product for the price.

Product is great. Works as advertised. Inexpensive. Support has been excellent. Getting historical reporting to work is difficult. The vendor is aggresive with sales whcih in my view makes the organization appear to be less of an enterprise solution.

SolarWinds

Good product, although slightly challenging to configure

Answered questions in a timely manner, but may have misconstrued total functionality in sales cycle.

Web Help Desk

Basic ticket management application with workflow capabilities

We primarily selected SolarWinds Web Help Desk because it supported the basic features we require for ticket management and the low cost of owership. We also like working with Solarwinds (we have some of their network and server monitoring tools). The company runs a user forum with current and active members who have been posting tweaks and configuration guides to get the most performance out of the system. Overall, it was just the best choice for us.

SolarWinds

Highly intuitive, fast implementation

Product is highly intuitive. We were up and running in hours...

SolarWinds

It works without fuss, and is extensible

We implemented SolarWinds NPM in 2006 and have expanded it to include Application Performance and other modules. It is extermely reliable, provides a great deal of customization, and allows us to share data easily with other IT lines

Web Help Desk

Install was quick, setup needs time to make it right, it has been a well received program.

Creating knowledge base content, seeing the history of tickets, and being able to make sure a ticket doesn't get forgotten by sending reminders and escalations are very helpful.

Web Help Desk

Does the job, but needs polished

Pros: -It does the job -Several items can be customized -Can add files/pictures to the ticket -It can send the ticket to the client via e-mail Cons: -It's look isn't very polished. It's rather utilitarian -Can only add one file/picture at a time -The email sent to the client is also utilitarian and bit hard to follow/read for the non-technical clients -Some times the search function can not find results based on client's last name and you have to instead search by first name