Web Help Desk Erfahrungen

Web Help Desk simply put saves your bacon...

Vorteile:

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.

Nachteile:

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.

Full Featured Help Desk Solution

Kommentare: We have streamlined our process for reporting issues in our district which in turn has made our response times come down. Having a history of issues is also beneficial for training purposes and for staff to see how to fix a recurring issue they may have. Overall has made us much more efficient.

Vorteile:

Ease of use. I have had new techs that havent had any experience with a ticketing system sit down and be able to use this product within several minutes. Also it has been a godsend for our staff as we require them to log in to the system to create tickets.

Nachteile:

Inventory function. I was hoping for an easier way to track our device inventory. I believe it would do the job, but the initial setup has to be comprehensive to make things work smoothly.

Web Help Desk has worked better than the past ticketing system we have. It does what we at this time

Vorteile:

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.

Nachteile:

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.

We moved from TrackIT! to Web Help Desk, and it is much easier to use overall.

Kommentare: Easy deployment and configuration. Were also able to use the ticketing system for departments other than IT, such as HR and Maintenance. Our users were also able to adopt Web Help Desk with very little training. For users without an email address in our company WHD gave us a way create users so they could submit tickets, we did not have this option with other software.

Vorteile:

Ease of use and access. Covers everything we need for a small/medium business, and runs great a virtual server. If you buy other products from SolarWinds it integrates with those too. The emailing of tickets is seemless, and it is easy to keep all communications within the tool. Integrates nicely with Active Directory.

Nachteile:

Asset tracking is not as good as other tools. The reporting has a learning curve, and needs to have more options.

Chatham University's use of Web Help Desk

Kommentare: Overall, Web Help Desk was great to work with.
It was very user-friendly and had a lot of tools to get our everyday Help Desk job (ticket logging, working, resolution) done very efficiently.
We had a few issues customer-service-wise (not me personally, but co-workers had said they did), and the issue with duplicates in the asset tracking and management did end up creating problems.

Vorteile:

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.

Nachteile:

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

Web Help Desk: Great when it works.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Solarwinds Web Help Desk Review

Kommentare: A lightweight combination of help desk and asset management features, SolarWinds Web Help Desk lacks a few features that larger organizations will need, but makes up for it with an easy-to-use user interface. Costwise, it is not very expensive.
Other compeititors such as LANDesk, Track It! are more robust and has more features out of the box. Pricewise, it is a lot cheaper.

Vorteile:

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.

Nachteile:

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.

Web Help Desk - Powerful IT Ticketing System

Kommentare: Our company was in need of a management system to track employee changes and termination for auditing purposes. Web Help Desk so far is doing a pretty good job at automating the tickets and routing to the required departments and individuals.

Vorteile:

Web Help Desk - is known to be a very powerful IT ticketing system which can also be used to manage IT assets. It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper. Web Help Desk service management tool takes the hassle and worries out of manually creating and routing tickets. Every Incident creation, escalation and task assignment are properly tracked throughout the entire process, which is done automatically and in return restores productivity back into the company.

Nachteile:

I believe that the overall configuration process is a bit complicated and would be a plus if it could be made a bit simpler.

WHD: Frustratingly Adequate

Kommentare: We're still using the product, but to be honest the system gets way too complicated to the point where you have to go back and change multiple settings to get the desired outcome. We've also had numerous issues with our database migration into WHD and how WHD chooses to e-mail users. We had to come up with a cumbersome process to remove secondary e-mail addresses just to get in contact with the end-user. We've requested features to assist us, but Solarwinds has yet to provide them. For now, the product works, but I'm not sure how long we will remain customers.

Vorteile:

The breadth of features available with customization.

Nachteile:

The range of features available is honestly too many.

With SolarWinds we can create granular reports to address problem areas.

Kommentare: SolarWinds has the ability to update files automatically with the mobile device management system. It also allows us to generate granular reports to address problematic areas. In addition SolarWinds Web Help Desk performs a good management of hardware assets.

Vorteile:

SolarWinds generates a positive impact thanks to cost reduction. It works perfectly in the IT support department. With SolarWinds we managed to automatically update the asset with our mobile device management system through an extension. In addition SolarWinds allows us to create granular reports to address problem areas fairly quickly. SolarWinds Web Help Desk performs an excellent job of information management of hardware assets. I believe that the Web Help Desk would be suitable for technical users or for people who require a large amount of personalization without many details.

Nachteile:

SolarWinds should greatly improve the help desk. Also I would like to see that the support matches the functionality of the product.

Slow, buggy and an intense memory leak

Kommentare: We are using it to manage tickets across multiple sites.

Vorteile:

The layout is simple so it can be picked up easily without much in the way of training and it's cheap.

Nachteile:

Not sure where to begin. - It's slow - It's tremendously buggy. Parts of the page just disappear while inside a ticket, the onhover sometimes brings up completely unrelated content. - There has been a memory leak present for years, the only fix we have found is to restart the machine once it becomes completely unusable. - It severely lacks in functionality that other help desk systems provide - The UX is atrocious - e.g. if you want to perform a bulk action you'll need to scroll down to the bottom of the ticket list after selecting tickets before choosing the bulk action from a single drop-down menu. Just pray that while you're scrolling the tickets don't refresh because otherwise you'll need to find the tickets to select all over again.

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

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

Vorteile:

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.

Nachteile:

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

Its great Product and may change ITSM to the next level

Kommentare: ITSM made easy.

Vorteile:

Self Service and Asset Management made easy and even for those users who are new to computers. Frequently Asked Questions area is more Powerful and can be further customized.

Nachteile:

Change Management needs improvement and separate Ticket Prefix shall be supported. For example, Change Management requests may start using RFC0001, Incidents may start INC0001 and Normal Support Tickets may start from SR00001 etc.. There should be provision to display .jpg or .gif files in the browser instead of attachments.

Web Help Desk is a highly customizable product for both the client and the technician

Kommentare: I can control the entire ticketing process. Create approvals and auto escalations. The flexibility is beyond comparison.

Vorteile:

Web Help Desk is so stinking flexible it drives me crazy. Fields can be made hidden, visible, editable at every level of user (client/technician). You can even create your own custom fields. Escalation path, approval processes are all there. You just select what you want to use and how to implement it.

Nachteile:

Web Help Desk is so stinking flexible I some times have trouble keeping track of all the options. I've now manged to turn off a feature that I can't figure out how to turn back on!

Hasn't been too pleasant but I've dealt with worse.

Vorteile:

Ease of use for clients.

Nachteile:

Reporting is no where near where it needs to be and/or it needs to be easier to use. The ability to pull custom reports would be nice or at least some instructions on how to create custom report. Constantly goes down even when our network is up and need to be rebooted at least once every couple of days. No end user chat feature or just any additional bells and whistles that other products offer. The Dashboard is almost useless, again, unless I just don't understand how you use it.

Great product and very affordable.

Kommentare: It has been a very low cost, reliable solution that has helped us keep track of assets and help tickets. It also requires very little maintenance.

Vorteile:

Easy to use and administer. Low cost. Fairly customizable. Integrates with other Solarwinds products.

Nachteile:

The iOS app is not as useful as it could be. The app interface could use a makeover and it would be nice to have features like bar code scanning using the camera.

Good but need more improvements

Kommentare: it's nice and effective
WHD is perfect for beginners you can grab everything with it

Vorteile:

you can get each and every details while working on tickets easy to track the details who all work on the tickets and what has been done so far one of the best in the market

Nachteile:

need high RAM usage, you'll not enjoy if you don't have good amount of RAM on the server

I'm an IT Analyst who uses the software to service support requests.

Kommentare: Greater level of detail included in helpdesk tickets. Ability for end users to enter their own helpdesk tickets without going through our offshore helpdesk team.

Vorteile:

The level of detail available for users to include when entering tickets. Though I don't have much experience on the administrative side of the software, it seems to be pretty flexible and robust in terms of configuration and customization.

Nachteile:

Lack of integration with other services, including other SolarWinds applications such as Alert Central.

Powerful Config Options

Vorteile:

The ability to sort tickets to different teams with ease. Web Help Desk makes our approval processes easier to manage and verify. Developers responded directly to forum requests.

Nachteile:

Limited to a single tab per user. If links are opened in multiple tabs issues will occur. Still has some limits with approval boards.

Great product

Kommentare: Helped us get away from email requests and the grab me in the hallway questions. We tell our staff to use this ticketing system.

Vorteile:

Ease of use, end user friendly. We haven't used the asset portion of it much bit would like to start using it soon. Rest of software is solid. The calendar view is nice to see the due dates for your tickets.

Nachteile:

For us it's fine, but a larger company may want some more customization options. There is not much I can think of not to like for our use.

Great Inventory and Ticketing System

Vorteile:

Super easy to navigate, and understand. Took me only a few days to understand fully how to get our ticketing system to work.

Nachteile:

Few bugs in the software, not sure if it's the version I'm on, but very little to complain about. Does exactly what you need, and then some.

simply works as expected!

Kommentare: Ease of use and time savings are the biggest thing. as previously stated, it just works!

Vorteile:

Customizable. We have been able to transform our instance in to much more than expected that just a typical helpdesk. it has aided in process flow by applying approval processes as well.

Solid Helpdesk/Service Desk ITSM tool with all the features you would expect

Vorteile:

Customizable to fit nearly all needs for a modern IT department with a need to track incidents, requests, and problems.

Nachteile:

There are times when I wish the reporting functions were better. There are limitations to what you can report and dashboards. Wish there was an ability to make custom fields visible or hidden dynamically based upon selection of other custom fields on the ticket submission forms.

Webhelpdesk has really taken our ticket and tracking system to a whole new level!

Vorteile:

Ease of use, ability to email in tickets, large amount of features, also works with office 365 which is a plus!

Nachteile:

It can be laggy at times, based on it being built in java. Wish you could archive tickets so it would help keep system clean.

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

Vorteile:

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.

Nachteile:

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.