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SolarWinds Web Help Desk OverviewUNIXBusinessApplication

SolarWinds Web Help Desk is #27 ranked solution in top Help Desk Software. IT Central Station users give SolarWinds Web Help Desk an average rating of 6 out of 10. SolarWinds Web Help Desk is most commonly compared to ManageEngine ServiceDesk Plus:SolarWinds Web Help Desk vs ManageEngine ServiceDesk Plus. The top industry researching this solution are professionals from a computer software company, accounting for 29% of all views.
What is SolarWinds Web Help Desk?

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: October 2021

SolarWinds Web Help Desk Customers

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Pricing Advice

What users are saying about SolarWinds Web Help Desk pricing:
  • "They charge by the technician. It costs $117 per technician per year."
  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

SolarWinds Web Help Desk Reviews

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Margaret Auld-Louie
System Administrator at Colorado Coalition for the Homeless
Real User
Top 5
Has good search functionalities but the interface feels clunky

Pros and Cons

  • "It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
  • "The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

What is our primary use case?

We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used not just in IT, but other departments too for tracking tickets.

What is most valuable?

It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the "request" field, that will search the whole body of the ticket so I just put in some search terms of something I think is in the ticket. By doing that, I can usually find the ticket that I'm looking for.

What needs improvement?

The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds. It was a little more intuitive to use as far as understanding how to respond in the ticket and get an email to go to the user, things like that. This is less intuitive as far as understanding how to use the interface.

It could be more intuitive, it doesn't have as many features has either Service Desk did or ServiceNow, which I used prior to Service Desk.

It doesn't have a way to put PCs into it. In both ServiceNow and Service Desk, you can have your PCs in it and then tie that to the user or the ticket. As far as I know, SolarWinds doesn't even have that functionality, we don't have any PCs in it.

For how long have I used the solution?

I've been using SolarWinds since I've been at my organization, which is about two years. The organization has had it longer. 

We use the most recent version that we run ourselves on our server, not a cloud or hosted version. 

What do I think about the stability of the solution?

It's fairly stable, sometimes late in the day it will stop responding and I have to restart the server, but that's not a frequent occurrence. I have had to do that a couple of times in the past month.

What do I think about the scalability of the solution?

It seems pretty scalable to me. We're not a huge organization, we only have 700 some employees, but it seems to be able to handle quite a few tickets.

How are customer service and technical support?

I haven't really dealt with technical support, that's dealt with more by my coworker who is more expert on this.

What's my experience with pricing, setup cost, and licensing?

They charge by the technician. It costs $117 per technician per year. I think that's cheaper than Service Desk or ServiceNow.

I don't think there are any additional costs.

What other advice do I have?

My advice would to definitely look at the interface and make sure that you like the interface. I don't really like the interface compared to Service Desk, it was jarring to switch from Service Desk to Web Help Desk when I changed positions. Now I'm used to it, it doesn't bother me anymore, but I really did not like it when I first started using it. You should definitely look at the interface and make sure that you like the interface.

In the next release, I would like to see categories and an improved UI. I don't know if it provides an interface for end-users or not, if it does, we don't use that. It would be nice for it to have a good interface for end-users, we just have people send emails that create tickets which is what we also did with Service Desk at my last job. I think having a web interface for the user to submit a ticket is a nice idea.

I would rate SolarWinds Web Help Desk a six out of ten. Mainly because of the interface and some of the functionality that it doesn't have that we had in the other solutions I tried.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Anil  Rao
Vice President Delivery & Operations at Rezilyens
Real User
Top 5
Reasonable pricing and simple installation, but support is neither knowledgeable nor responsive

Pros and Cons

  • "It is easy to use."
  • "We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

What is our primary use case?

I am a consultant, and we are implementors. 

SolarWinds Web Help Desk is used mostly for monitoring purposes.

What is most valuable?

They use Power BI for the reporting.

It is easy to use.

What needs improvement?

They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products.

I don't feel that we receive an adequate amount of help or cooperation from technical support.

We would like to see automation included in the next release. We would like to eliminate the L1 and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).

As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold. 

I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system. 

This is the kind of automation we are looking at.

What do I think about the stability of the solution?

SolarWinds is a stable solution.

How are customer service and support?

I found that the technical support from SolarWinds was not really very good. Technical support is a bit difficult.

The technical support of ServiceNow and ManageEngine is good and they were professional.

The sales team does not have a feature-by-feature comparison with other products or their competitors.

We had an issue where the alerts were not being diverted through the email. We had a difficult time trying to resolve this issue. We raised a ticket and after almost two weeks, we found a solution for the issue. SolarWinds did not assist us in this issue.

This left a black mark or a gray area with the technical support. The technical team is not competent, or available, and they do not know the product. It was frustrating and surprising for us. We were under the impression that the technical team would be trained, experienced, and have knowledge of the product.

How would you rate customer service and support?

Negative

Which solution did I use previously and why did I switch?

I have also worked with ManageEngine, as well as Nagios. We primarily use Nagios for monitoring, whereas ManageEngine is used as a ServiceDesk tool, and ServiceNow is used for both a monitoring tool as well as a ServiceDesk tool.

ServiceNow has a large number of features that make it difficult to install and use.

How was the initial setup?

We have completed several migrations, including those from Remedy to ServiceNow, ServiceNow to ManageEngine, and Micro Focus to Manage Engine.

The initial setup of ServiceNow is complex. You can't just install it and start using it. You need some training.

SolarWinds and Manage Engine are pretty straightforward.

A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine.

What's my experience with pricing, setup cost, and licensing?

When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable.

The licensing fees are fine.

Which other solutions did I evaluate?

We were requested to compare SolarWinds, ManageEngine, and ServiceNow to see which one we should recommend to them.

We are evaluating license, cost, simplicity of use, and whether the software is implemented in the cloud or on-premises.

The three are similar. There are no differences other than reporting.

What other advice do I have?

I have worked with and configured SolarWinds, but I am not yet acquainted with all of its features. I haven't looked into all of them.

Overall, I would rate SolarWinds Web Help Desk a six out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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