Web Help Desk reviews

Make your end user support structured

Pluspunten:

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.

Minpunten:

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.

A software that gives the luxurious touch of commitment to clients. It shows concern.

Opmerkingen: Versatile software. I highly recommend. The ticketing system management is easy and has entered another phase of automation. I like the experience with Web Help Desk so far.

Pluspunten:

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.

Minpunten:

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

Our experience with WHD has been ok to underwhelming

Opmerkingen: It allows us to measure how busy our Help Desk group is, we can identify patterns more easily now helping us to resolve problem areas more quickly.

Pluspunten:

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.

Minpunten:

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 to see the images without clicking on a link is painful. Also, we can not use the customizable forms because a user has to save their image to their local hard drive and then upload to the form. Many users don't have a clue how to do this so we have to use email. Because we have to use emails we get duplicate tickets because the software does not recognize a reply. Some of this is the lack of training for our users but if the UI was better we would send them directly to the website. We have compiled a list of questions and will be contacting SW to see if we are missing something in our configurations or if it is a lack of training. If we are not able to resolve most of these issues we will be looking for a different solution.

Easy gor deployment and usage

Opmerkingen: We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately

Pluspunten:

Very easy to use and good managed system for daily tasks and solve th probelms of customers

Minpunten:

Its so easy yo use and deploy and i havnt found any missing to write it here

Effective but interface is dated

Pluspunten:

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.

Minpunten:

The interface is dated. It has not received a refresh since we started using it three years ago. When you attempt to use it on a mobile device it looks like I am back on iOS 3. There have been many changes with HTML 5, CSS and JavaScript and I expect the tool to adopt these new changes to improve the UI.

Good product but a bit dated

Opmerkingen: Used it for helpdesk and hardware inventory.

Pluspunten:

It is low priced so good for those on a tight budget.

Minpunten:

Lack of features and no integration abilities. No major upgrades to the product in years.

Good but a bit outdated

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

Pluspunten:

It offers a lot given the price. You have a ticketing system, FAQs section, Reports that can be run on tickets / techs. You can also set up action rules that can automate tickets, for example reports being run. Integrates with AD. The layout is fairly intuitive and organizing tickets / categories / etc is easy.

Minpunten:

Some features are half baked. Assets / Parts isn't very intuitive to work with and creates more problems than it solves. For example it will produce multiple entries based on a wireless IP and wired IP and there is no way to force it to use a MAC address which would make a lot more sense. I would say there is a fairly steep learning curve if you really want to get into advanced features. I didn't even know a lot of them existed until about a year ago. Support is hit or miss.

Web Help Desk: Great when it works.

Opmerkingen: Easy to deploy on a vm. Old clunky software with no real promise of a future since Solarwinds bought them. Was a good product at one time, but look for someone else at this point.

Pluspunten:

Great Mac integrations. Being able to RDP into a client's computer from the helpdesk is awesome. Inventory and tickets in the same interface is also nice. Wish more low cost helpdesks would have these features in them.

Minpunten:

There are long standing bugs in the software. Solarwinds has been less than helpful in fixing them. They axed the VM template because they didn't want to rework it to be secure. The interface is dated and their "redesign" was a fresh coat of paint over a mess of a program.

Web Help Desk simply put saves your bacon...

Pluspunten:

End to end is one of the best Help desk solutions i have used. I find the ticketing straight forward, the asset tracking awesome, the integration with AD and Solarwinds is great, it even does Knowledge base and surveys.

Minpunten:

I wish it did a better job with parent / child tickets. The calendar is kind of pointless. It needs to sync with the technicians Exchange calendar, and there is no customization of the admin interface for like a Skin, you can not for admin purposes change the Logo. The users side can be modified but not admin.

Web Help Desk

Opmerkingen: Good ticketing management, knowledge base and reporting capabilities.

Pluspunten:

As a helpdesk, this ticketing system is good tracker and documentation.

Minpunten:

User-friendly interface that makes it easy to create and manage tickets. Automated ticket routing, robust reporting.

I operate as an administrator of the system as well as running a help desk team out of the system.

Opmerkingen: It does what it says on the box - helps us track issues and tickets.

Pluspunten:

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.

Minpunten:

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.

This is licensed help desk software... just like every other licensed help desk software.

Opmerkingen: We changed/updated our inventory software to this software. The web interface allows multiple users to use the software simultaneously.

Pluspunten:

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.

Minpunten:

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

Solarwinds Web Help Desk is awesome and has tons of features!

Opmerkingen: Asset and Help Desk Ticket Tracking

Pluspunten:

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.

We use and set up this ticket system several months ago, and very pleased with functionality.

Pluspunten:

Easy setup on own server, good customization if your familiar with how java works. Easily add current environment with LDAP detection for domain objects. Can also easily set up assets via wmi, or even straight IP detection.

Minpunten:

We've had a couple issues with software losing license key seeming inexplicably. Resetting and fixing this issue one time was simple fix, the other required a couple days waiting for support to reply, for it needed to be fixed on their end. Only other complaint with company comes in the sales team. Once purchasing a product form them, of which many are great, we all use remote support software from them which is fantastic. However, be expected to be bombarded daily with spam about future products. Also had experience with a slimy sales rep whom called office stating to the receptionist that I had contacted him for help with something. I had not.

It has the potential to be the best helpdesk software on the market, and currently is really good

Opmerkingen: Ability to tranck issues, support users in a timely manor, track time needed for projects to better forecast for future projects, reliability, friendly user interface.

Pluspunten:

User interface, integration with other SolarWinds products, Support, ease of install and management.

Minpunten:

It needs some improvements and customization ability. I would like to see a better parent child ticket relationship established. It could improve the custom field settings greatly. Allowing for more of them in other places. Its needs better navigation.

I'm a daily user of the system and have not had any major issues.

Pluspunten:

I like it's ease of use in creating and editing the ticket types. This allows me to easily create plenty of different tickets for easy metrics and organization.

Minpunten:

I do not like how the system works primarily off of the email system, having users able to CC the help desk email we assign to the system and generate multiple tickets for one issue has been an issue for our organization.

Great all in one solution for NOC Management

Opmerkingen: Easy, centralized help desk and infrastructure management

Pluspunten:

Integration across systems for a true live enviroment. We're able to pinpoint network usage or a downed node within seconds. Custom map utilization helps us view our environment as we see it.

Minpunten:

Sometimes setup isn't as straight forward, support has always been helpful though. We use this software 24/7 for our HelpDesk.

A very robust ticketing system, with a lot of customizable options

Opmerkingen: Better overall organization for our teams, which allows for more detailed collaboration and ticket resolution all around.

Pluspunten:

The software is very configurable including custom action rules, approval processes, inventory (software/hardware), and various queues that allow for customized responses.

Minpunten:

The format of replies can be difficult to read/follow and is not very customizable. The inventory does not collect the user an asset is assigned to; while this is a typical WMI feature, it's not available for some reason in our current version.

Excellent setup and function. Provides a great and easy interface for clients and techs.

Opmerkingen: Auto assignment of tickets. Time tracking resolution and escalation. Email interface for clients and ability to reopen.

Pluspunten:

The automation of alerts and escalations. The ease of setting them up and how easy it is to maintain and update the system.

Minpunten:

It seems a little difficult to pull reports and maintain ticket history for users or techs that have been deleted.

Great product overall

Opmerkingen: Organization of open tickets.

Pluspunten:

Easy deployment. Fairly robust automation/workflow (certainly room for improvement). Integration with other SolarWinds products works well.

Minpunten:

Very limited reporting functionality. Much of the available customization is not intuitive...wizards would be a great feature addition.

I have been very pleased with the product

Opmerkingen: As it should it helps keep up with work orders that users have notified us about and I can access it from smartphone which is very handy

Pluspunten:

It was priced well for the features it provides. It integrates with SCCM for inventory purposes as well as SQL and Exchange.

Minpunten:

some of the interface is not as intuitive as I would like it to be. really very minor. I would like to create a ticket from the client information page. and have a save button at the top of the ticket too,

Awesome Product

Pluspunten:

Solar winds does it again - Web Help Desk command center, this software is amazing and easy to use.

Minpunten:

The main con of this program is the look and feel of the user interface, when dealing with desktop guys it is best to have a "awesome" look and feel, make the geek feel cool!

Simple quick setup. Very easy to use. Found nothing its lacking.

Opmerkingen: Dramatically simplified managing IT support issues.

Pluspunten:

Runs on MacOS X Integrates with JAMF Casper for asset management Binds to Apple's Open Directory Works really well from the users standpoint. Whether they choose to simply communicate through email or log directly in.

Minpunten:

If you close the browser window without logging out first, it can be problematic to get logged back in without quitting the browser entirely.

A helpdesk product that integrates with Solar Winds? Yes, please!

Opmerkingen: Help Desk ticket database with asset inventory

Pluspunten:

It integrates with Solar Winds and helps with asset control. The Helpdesk UI/UX is easy to read. It allows for Helpdesk automation tasks, IE: reminder events.

Minpunten:

The assets aren't cleanly entered into the system from Solar Winds. Example: Out of the box, any device with both Ethernet and wireless connects show as two different devices.

Pretty simple helpdesk software if you are not looking to have many features

Pluspunten:

Easy to use, not much to it if you want something easy. Interface is easy to use and get around right off the bat so you don't waste time trying to figure things out.

Minpunten:

Not enough features to really be able to manage a large scale network. I used it with Activity Monitor and it seems like they need to focus a little more on the functionality on their software.