Wer nutzt diese Software?

IT Admins, Help Desk Technicians, Service Desk Technicians, Technical Support

Durchschnittliche Bewertung

105 Bewertungen
  • Gesamt 4 / 5
  • Benutzerfreundlichkeit 4 / 5
  • Kundenservice 4 / 5
  • Funktionen 4 / 5
  • Preis-Leistungs-Verhältnis 4 / 5

Produktdetails

  • Startpreis $695/einmalig
  • Kostenlose Version Ja
  • Kostenlose Testversion Ja, Kostenlose Testversion
  • Einsatz Cloud, SaaS, Web
    Installiert - Windows
  • Training Dokumentation
  • Kundenbetreuung 24/7 (Live Vertreter)
    Support während der Geschäftszeiten
    Online

Angaben zum Hersteller

  • SolarWinds
  • https://www.solarwinds.com
  • Gegründet 2000

Über Web Help Desk

With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.

Web Help Desk Funktionen

  • Automatisiertes Routing
  • Dokumentenspeicher
  • E-Mail-Integration
  • Echtzeit-Chat
  • IT-Asset-Management
  • Kundenspezifisches Branding
  • Management von Dienstgütevereinbarungen (SLA)
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Self-Service Portal
  • Ticket-Management
  • Verfolgung von Interaktionen
  • Warnungen / Eskalation
  • Wissensbasis-Management
  • Konfigurationsmanagement
  • Problem-Management
  • Projektmanagement
  • Self-Service Portal
  • Störfallmanagement
  • Verfolgen von Vermögensanlagen
  • Verfügbarkeit-Management
  • Versions- und Bereitstellungsmanagement
  • Vertrags-/Lizenz-Management
  • Veränderungsmanagement

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Die hilfreichsten Reviews für Web Help Desk

Effective but interface is dated

Mit Google übersetzen Bewertet am 11.5.2017
Michael H.
Systems Administrator
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3 / 5
Benutzerfreundlichkeit
3 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von SolarWinds an 2.8.2017

Thanks for the feedback Michael. We've got great news! Have you had a chance to check out the new UI that was unveiled with our v12.5.1 release? It has a sleek new look that we're excited to share. We are still working in the IOS application updates and they're currently at the top of our roadmap. You can learn more about what's next with Web Help Desk and suggest additional features for future iterations in our THWACK community. Join us here:
https://thwack.solarwinds.com/community/tools_tht/web-help-desk

Good but a bit outdated

Mit Google übersetzen Bewertet am 10.5.2017
Dan D.
Systems Administrator
Telekommunikation, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3 / 5
Benutzerfreundlichkeit
3 / 5
Eigenschaften & Funktionalitäten
2 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von SolarWinds an 26.5.2017

We thank you for this very honest feedback. We clearly have some room to improve, but we are working at it every day.

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