Web Help Desk Features

Cheap fees compared to other similar product platforms, easy to use for a variety of tasks that work.

SLAs - can be introduced but only globally (not per contract/customer) and not able to report on as only appearing in the history section when added (respond, restore, resolve). Asked support and was instructed this platform was not able to currently: 1. set up separate SLAs per contract/customer, 2. not able to get information out for reporting. Also asked to cut and paste (keeping format) instead of adding attachments out of order which makes it much easier to follow instructions or details from our customers. Feature Requests raised for these issues without result. Taken this platform is not aimed at multi-nationals. Will be difficult to stay on this platform as automation of reporting per customer SLAs can not be done, taking too much effort to manually achieve.

Complete control of all customization for you environment. You also have the ability to configure email ticket so you do not have to rely on VPN connections to submit tickets. We all know how reliable VPN's can be. For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

I think that for the upfront cost of the software and the amount that you pay for yearly support and updates that the seat count should at least start at two people instead of just one. This is a setback with the upfront cost.

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.

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...

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.

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.

Web Help Desk (WHD) has two main features that I love. You can create help desk tickets and you can track assets. WHD ticket system has a dashboard that you can create many different widgets on to see beautiful and detailed graphics. It also also has tabs to see your tickets, your group tickets, flagged tickets, and a search tab to see all tickets. WHD assets system allows you to input your devices or anything that used like to allow users to borrow. Then users can request usage of the devices. WHD has a very clean user interface. It is very easy to navigate and it is mobile friendly.

No cons were added to this review

I liked the easy and multiple ways to find a ticket (open or closed). I liked having the options for searching and the advanced search options. I liked being able to add images and documents to each comment. I loved being able to go in and edit individual comments.

We had the most problems with customer service and asset management.

Customers can get up & running in less than four hours. Navigating is easy, with large buttons and text. Scheduling reports is easy and shows a history. It is a web-hosted solution with support.

It does not track installed licenses. Depreciation is not built in. The application is lack of robust and not very customizable out of the box.

I like that it all tickets can be automatically routed, and folks receive email notifications. You can place comments right in the ticket and mention others to notify them of action needed.

The template forms that you can create for different types of tickets are boring and limited. Web technology has come a long way and it seems like it would be simple to allow us to create responsive forms to better guide users and force them to provide detailed information in certain form fields.

Basic ticketing works fine. Easy to use and solid once it's been properly setup. Like any product, setting up correctly from the start is needed.

Vendor (Solarwinds) has not done any real updates or feature improvements since they purchased the product about 5 years ago. It is obvious they don't take this product serious.

Thank you for your continued use of Web Help Desk, this loyalty to the product means a lot. Though you stated your piece about its progression, let us reassure you things are moving... and fast. Check out the Web Help Desk Product Page on https://thwack.solarwinds.com to access our product roadmap and see what coming down the pike.

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.

We're so glad to hear you're able to use Web Help Desk with such ease and that you've enjoyed the ability to track ticket status among other functions. Depending on which version of the product you're using, this could be the cause of your browser-related issues. Here is a link to a resources to verify your favored browser is suited for your running instance: http://bit.ly/2rbhXle. If you're issues persist, we strongly urge you to contact our support team via the SolarWinds Success Center for more guidance.

Quick to set up. Easy to operate. All users have access to their tickets

Reports are rough to use, however I have been able to understand them after a while.

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 an theme should be interchangeable. I wish there was a switchable color theme. For the most part that is it.

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.

This is really great input. Have you added a feature request for this advance search functionality? We strongly urge you to visit the Web Help Desk Product Page on https://thwack.solarwinds.com, there you can submit this suggestion and if it gains enough steam from our online community, you could someday see this enhancement, in-product, in a future release.

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.

Easy navigation and easy access to information, reports, as well has monitoring solutions built in.

Solarwinds lacks updates, and feature improvements, I have used this product for 3 years and have yet to see any big changes. Very dated.

The ease of use and up to date GUI. The added FAQ sections which can also be visible to clients a plus as well.

The dashboards and reports. You only get a very select few options when it comes to dashboards. The reporting can get confusing as well which also has limited options of reporting.

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.

Thank you for sharing your satisfaction with Web Help Desk. We appreciate your support!

It allows us to get statistics on our helpdesk calls. Our data center is able to create tickets automatically. It is a repository for all help calls that we did not have before so management can get an overall picture. We like that we can build custom reports and dashboards. Creating forms that can ask a user for data is helpful but we have not implemented any yet because it is cumbersome.

The UI for the software is stuck in the 90s, very table oriented, Comments in the tickets have a lot of wasted space, we have to scroll constantly to see history. The table widths are not relative or resizable. Images are stored and provided to the user as links with generic names, half the time the link is a signature logo. Our users use screen shots in almost all of our tickets. Not being able...

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We're sorry to hear of these difficulties you are having, but we are encouraged you plan to reach out to seek a resolution. We have a lot really talented people on our team that are willing and ready to help whenever you choose to tap us as a resource. As for you comments regarding providing instruction to your customers for common tasks involved in troubleshooting their issues, we have some advice....

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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.

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

Very easy to users to respond and create tickets. When users create tickets through the website it will list their IP Address of the computer they are using. You can set up a status on a ticket for waiting for a response. After the criteria of your choosing will send users email and after the criteria are met it will auto close the ticket. You can also use multi-approval chain works great. If you have sign off of more than 1 person will generate an email to one and if they approve sends to the other. If any deny in the chain will stop the process. You can also respond to tickets through email which goes directly to the user without having to log into the system.

There is no true purchase order. It's more like a tracking of POs you already have done in another system. IF you want to use then it has to add make and model. Sometimes when clicking a field it will randomly close and you have to back out the ticket and go back in. When ordering licenses the admin uses up a license. When searching tickets can only search by the last name. If you have assets linked to a user you have to set up manually for each user. The mobile app hasn't been updated for users, so do not use. If you want embedded documents or pictures in the PAQs have to use BBCODE, which if are a busy helpdesk won't have time to create.

Just wanted to thank you for sharing this honest feedback. Without a doubt, we have some room for improvement, but it's comments like this that keep us on the right path.

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.

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.

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

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.

Software is very easy to setup, everything you need to get a support system up and running is there. Solarwinds Support is very prompt to respond to questions or issue that you may have. The reason I suggest Solarwinds Helpdesk was that I had been a user / admin on a system before. Thicket history is great, asset management is very good

The report module and the part and billing feature is weak. Generating reports is not that intuitive and there is things that you cant get an report on. Parts and billing, missing pricing features and invoice / packing list options. Solarwinds is not so god at coming back to with feature request that you have submitted nor to let you know that bug have been fixed. There is to long between bug fixed / new releases is being released .

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.

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

Yes, asset management is a strong suit for the product, and you've highlighted this point very well. As for your comments regarding the cost, it's hard to beat free, but we think we offer one heck of a bargain.