Web Help Desk Pricing, Features, Reviews & Comparison of Alternatives

Web Help Desk

IT asset and knowledge management

4.16/5 (105 reviews)

Web Help Desk overview

Web Help Desk by SolarWinds is a customizable help desk and IT asset management solution for businesses within industries such as education, healthcare, government, and more. It offers features for managing IT assets, IT services, knowledge, remote support, SLA, time and billing, workflows, and more. Suitable for all business sizes, from SMBs to large enterprises, Web Help Desk is customizable and can be adapted to the needs of all business types in order to aid with knowledge management and customer issue resolution.

Businesses can utilize the service management features within Web Help Desk to resolve service desk issues, track tickets, automatically route tickets to the relevant employees, escalate issues, receive SLA alerts, and more. Best practices can be documented and implemented though an an ITIL (information technology infrastructure library) and team members can use this information to resolve issues faster. Businesses are also able to give customers self service abilities by creating and maintaining an extensive knowledge base including self help articles, FAQs, video tutorials, and more.


Starting from
Pricing options
Value for money
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Business size



United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

Web Help Desk screenshot: Ticketing-Dashboard - Web Help DeskIntroduction to Web Help DeskWeb Help Desk screenshot: Ticketing management interface - Web Help Desk

Web Help Desk reviews

Value for money
Ease of use
Customer support
Michael Honore

Effective but interface is dated

Used daily for 2+ years
Reviewed 2017-05-11
Review Source: Capterra

It provides an effective customizable solution for IT help desk. We use this tool for internal and client ticketing. It allows you to configure email rules to allow for tickets to be created based off keywords. This makes it much easier for users to create tickets. We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.

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Dan Dunhac

Good but a bit outdated

Used daily for 2+ years
Reviewed 2017-05-10
Review Source: Capterra

Being able to have a helpdesk software at a relatively cheap price. It's not perfect, but gets the job done.

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Sergey Morozov

Make your end user support structured

Used daily for 2+ years
Reviewed 2019-02-13
Review Source: Capterra

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.

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Kory Miller

Great Product! Does More Than Expected / Necessary

Used daily for 1-2 years
Reviewed 2017-05-09
Review Source: Capterra

SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product.

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Carsten Mejlbo

Very good experience setting up a system from scratch, from sales to Customer Service.

Used daily for 2+ years
Reviewed 2017-05-10
Review Source: Capterra

Better customer service

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Web Help Desk pricing

Starting from
Pricing options
Free trial
One time license
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SolarWinds Web Help Desk is priced per technician, starting from €575/seat (for 1 to 5 licenses)

Web Help Desk features

Activity Dashboard
Workflow Management

Access Control (85 other apps)
Activity Tracking (72 other apps)
Alerts / Escalation (65 other apps)
Application Integration (70 other apps)
Auditing (82 other apps)
Automatic Notifications (108 other apps)
Collaboration Tools (69 other apps)
Data Import/Export (88 other apps)
Drag & Drop Interface (89 other apps)
Monitoring (195 other apps)
Projections (64 other apps)
Real Time Data (83 other apps)
Real Time Monitoring (89 other apps)
Real Time Reporting (68 other apps)
Reporting & Statistics (85 other apps)
SSL Security (73 other apps)
Third Party Integration (128 other apps)

Additional information for Web Help Desk

Key features of Web Help Desk

  • Change Management
  • Client Self Service
  • Dashboard
  • Help Desk Reporting
  • Help Desk SLA Management
  • IT Asset Management
  • IT Service Management
  • Inventory Tracking
  • Knowledge Base
  • Knowledge Management
  • Remote Support Integration
  • Reporting & Analytics
  • Service Request Management
  • Time and Billing Management
  • Workflow Management
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