About Web Help Desk
Web Help Desk is a help desk software from SolarWinds that simplifies service management and asset management. It combines ticket management, asset tracking, and customer self-service to help organizations effectively manage support requests and resources. The software provides a user-friendly customer portal that allows users to submit and track tickets easily. Additionally, it includes reporting features that enable managers to analyze support performance and make data-driven decisions. Web Help Desk supports integration with other tools and systems to improve overall service delivery. Key capabilities: ticket management asset tracking customer portal reporting integration support Best for: IT departments that need efficient management of service requests and asset oversight.
Web Help Desk by SolarWinds is a versatile IT support solution designed to simplify ticketing and asset management for organizations of all sizes. Its intuitive user interface facilitates quick navigation and easy access to essential features like ticket creation, routing, and tracking. The platform’s automation capabilities—such as automatic email-to-ticket conversion and rule-based routing—reduce manual workload and accelerate incident resolution, making support operations more efficient. It also offers strong integration options, including Active Directory and LDAP for user management, and Dameware Remote Support for troubleshooting. The software is highly flexible, deploying on-premises or in cloud environments such as AWS, or as a managed service through vendors. Its extensive functionality covers incident management, problem linking, SLA reporting, asset inventory, change management, and remote troubleshooting. These features empower support teams to centralize their operations, improve service levels, and make better-informed decisions through detailed reporting. The platform supports multi-channel ticket submission via email, portal, or SMS, and includes auto-escalation rules to ensure timely responses.
Pros & Cons
- +Strong customer support and reliability
- +Helpful features like task automation, workflow, and email threading
- +Easy ticket submission via email (great for mobile/remote users)
- +Simple and user-friendly for both IT teams and end-users
- +Good value for nonprofits
- −Template forms are limited and visually unappealing
- −Dashboard lacks clarity or usefulness
- −System performance may lag when running large reports
- −Reporting lacks depth without external tools like Tableau
- −No advanced or visually dynamic interface options
Features
Key features
- Streamlined Ticket Management
- Automates ticket creation, routing, and escalation to reduce manual effort and speed up resolution times.
- Incident Tracking
- Simplifies incident management by linking tickets to problems and assets for better issue resolution and historical tracking.
- SLA Monitoring
- Provides real-time visibility into service level compliance, helping meet support commitments efficiently.
- Asset Management
- Tracks hardware and software assets to optimize investments and streamline inventory and procurement.
- Remote Support Integration
- Supports remote troubleshooting through integration with Dameware, minimizing downtime.
- Email & SMS Alerts
- Sends notifications for unattended or unassigned tickets via email or SMS to ensure prompt attention.
- Customizable Rules & Routing
- Enables rule-based ticket routing to appropriate departments or technicians, improving workflow automation.
Additional features
- Automated Ticketing
- Converts email requests into tickets automatically, saving time and reducing errors.
- Knowledge Base Integration
- Centralizes information resources for faster issue resolution.
- Multi-Department Support
- Allows routing, assignment, and escalation across multiple teams.
- Problem and Asset Linkage
- Connects problem tickets with related assets, providing context and history.
- Change Management
- Tracks and manages change requests efficiently.
- Self-Service Portal
- Provides end-users with a self-service portal for submitting and tracking requests.
- Reporting & Analytics
- Offers detailed reports on support metrics, SLA compliance, and asset status.
- Multi-Channel Support
- Handles requests via email, portal, or SMS.
- Escalation Rules
- Automatically escalates unresolved tickets to ensure timely resolution.
- Role-Based Access
- Controls user permissions for data security and operational integrity.
Pricing
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About Web Help Desk
Web Help Desk is a help desk software from SolarWinds that simplifies service management and asset management. It combines ticket management, asset tracking, and customer self-service to help organizations effectively manage support requests and resources. The software provides a user-friendly customer portal that allows users to submit and track tickets easily. Additionally, it includes reporting features that enable managers to analyze support performance and make data-driven decisions. Web Help Desk supports integration with other tools and systems to improve overall service delivery. Key capabilities: ticket management asset tracking customer portal reporting integration support Best for: IT departments that need efficient management of service requests and asset oversight.
Web Help Desk Details
Web Help Desk's In-App Market Place
Does Web Help Desk have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
NA
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Chf (Fr.), Cny (¥), Rub (₽)
Pros & Cons
- Strong customer support and reliability
- Helpful features like task automation, workflow, and email threading
- Easy ticket submission via email (great for mobile/remote users)
- Simple and user-friendly for both IT teams and end-users
- Good value for nonprofits
- Template forms are limited and visually unappealing
- Dashboard lacks clarity or usefulness
- System performance may lag when running large reports
- Reporting lacks depth without external tools like Tableau
- No advanced or visually dynamic interface options
Web Help Desk's Support Options
Email Address
technicalsupport@solarwinds.comContact
+1-866-530-8040Community Forums
https://thwack.solarwinds.com/Web Help Desk's Alternatives
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