Web Help Desk

A must when customers are your priority.

Vorteile:

The ticketing system, makes all inqueries and tickets manageble, trackable and easy to access. Creates a more unified work flow for

Nachteile:

It's overwhelming at first. The amount of information immediately available makes it difficult to grasp all at once. Eventually processes start flowing and it all comes together.

Web Helpdesk from Solarwinds

Kommentare: It was an ok tool for me, as I was not working on it as an administrator but for a day to day ticket management, it was very easy to use and our customers were also able to reach out to us with their day to day support queries and we also used it for internal task management.

Vorteile:

The most positive point which I liked about this product was that we were able to use it from anywhere, either when we were on the client-side or in the office. Our work was fieldwork and to have a web-based solution was very helpful to track complaints and provide response to clients and management about the work done.

Nachteile:

I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management.

An old help desk system that isn't being modernised or supported beyond security patches

Vorteile:

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

Nachteile:

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.

My review

Kommentare: Our prior system was severely constrained. It did not always function properly. Web Help Desk outperforms the prior system in every way, including alerts/notifications, service level agreement compliance, and comprehensive emails to techs. We enjoy the pop-up notifications that are depending on the report type selected by consumers.

Vorteile:

Excellent as a helpdesk ticketing system, that's the reason we acquired it, but it does so much more! It is a very handy tool for inventories, purchase orders, and other stuff. It clearly has more features than we imagined, and as we've utilized the product, we've been gradually implementing more and more of these. I enjoy the opportunity to create custom fields; with many products, you are limited to how things are configured out of the box; this is not one of those products.

Nachteile:

I feel that the whole configuration procedure is a little difficult and that it would be beneficial if it could be simplified.

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: 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.

Very robust software for the administration of the functions of a Helpdesk

Kommentare: In general, it is a very good tool for controlling tickets, SLA and tracking the operation.

Vorteile:

It is a very intuitive and easy to use application, both for technical staff and users when creating tickets. The graphical interface is very friendly.

Nachteile:

Some configurations are a bit complicated, as is working with a parent ticket. Web use sometimes gets a bit slow, but it can be because of the connection

All in one tool

Vorteile:

Ability to. Associateultiple branches with the main office which makes it easy to run in a managed service provider setup

Nachteile:

The support, the vendor. Insists that the trial customization is entirely customers role.

Very easy to set up, while also providing a easy way to connect customers and staff

Kommentare: Ease of communication with customers

Vorteile:

I love the ease of setup and the ease of control. I am able to maneuver the program with little to no error

Nachteile:

The slower loading times and the fact that these times take a longer portion out of the customers day

Easy Help Desk

Vorteile:

Great way to keep track of IT issues and provide customer support.

Nachteile:

Hard to use for beginners since there's a steep learning curve.

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.

Very cheap system, but not ITIL compliant

Kommentare: Platform was installed upon my arrival into the company. As we improve the Services teams and tools we need to also obtain a ITIL solution, which WHD currently does not provide - especially around the company specific SLA report function. I was hoping to have the tool upgraded (offered to pay for this several times) but no responses from Solarwinds Sales or Marketing.

Vorteile:

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

Nachteile:

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.

Good but a bit outdated

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.

Great Product! Does More Than Expected / Necessary

Vorteile:

SolarWinds is great for being a helpdesk ticketing system which is what we purchased it for, however, it does much more than that! It is a very useful tool for inventory, as well as purchase orders, and other items. It definitely has more features than we expected and we've been slowly incorporating more and more of these as we've used the product. I like the ability to add custom fields, a lot of products you are stuck with how they are configured out of the box, SolarWinds is definitely not that product.

Nachteile:

The only real downside to SolarWinds has been the fact that some of the more advanced things such as Single Sign On (SSO) / ADFS were not very user friendly to configure, but we have successfully done it, and it does work quite well. The only other issue we have had is some off / on issues where if we reboot the server we have it hosted on, it will go back to being a trial license, but a simple call to Customer Support and the issue is resolved.

Easy, Customizable and Straight-Forward

Vorteile:

Web Helpdesk is a clean, crisp web-based product. As a tech, I can access my tickets on the go. The system is highly customizable (from reports to layout).

Nachteile:

There are a few features it lacks. One such minor feature is the ability to generate a PO and attach said PO to an asset.

Very robust on prem software.

Kommentare: Prioritization and organization for a single Help Desk user to control a 100+ user environment.

Vorteile:

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.

Nachteile:

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.

Solarwinds Web Help Desk solved multiple issues in our stores

Kommentare: As the only main IT person in our company, I was riddled with requests for help through the email, phone and in person.
With the Solarwinds Web Help Desk, everything is ticketed, rated and responded to by urgency need. Also, when I contact support on our software programs, I can put the replies directly into the ticket and respond to the associate who wrote the ticket with up to date progress.

Vorteile:

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

Nachteile:

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

Well put together help desk.

Kommentare: Maintain and track help desk tickets. Also enter in my own projects help keep me on task. Notes feature allows me to add any updates I have made or upload any new documents I may have.

Vorteile:

Easy to send messages back and forth from client and technician. Can then set reminders on tickets to ensure you do not over look a ticket. Has a FAQ section that allows you to record solutions to reoccurring problems or questions.

Nachteile:

If a ticket has been passed around a few times it is not easy to see who previously worked on the ticket. The information is displayed in the ticket history but this records everything and can become lengthy on a higher level ticket.

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

Vorteile:

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.

Nachteile:

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.

Fast, Easy, effective

Kommentare: Asset management

Vorteile:

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.

Nachteile:

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.

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

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.

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.

We have had the web helpdesk for about 2 years. Has made our live easier using this easy to use app.

Kommentare: Having to not worry about slowness and random errors that we got from our old in-house solution. Web HelpDesk is easy to setup and use.

Vorteile:

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.

Nachteile:

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

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

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

Vorteile:

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

Nachteile:

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.