TechValidate Research on SolarWinds Help Desk and IT Support

“Compared to ServiceNow, Web Help Desk made my help desk management and IT support job easier by offering centralized knowledge base management.”

“We use Web Help Desk as a ticketing system, and it has made it easier to track work. It is very handy and helpful tool to have.”

“I’d recommend Web Help Desk as it works well and has great support.”

“Service has generally been strong. Web Help Desk works very well for us.”

“[Before purchasing Web Help Desk,] we did not have any tracking system beyond email. [Web Help Desk has made our help desk management and IT support job easier by providing the] ability to create tickets quickly, and track resolution times, problem users and devices. We like the integration with Microsoft® System Center Configuration Manager (SCCM).”

“I’d recommend Web Help Desk because it is easy to set up, easy to configure, and easy to use.”

“I’d recommend Web Help Desk as it is easy to install, and works well with SolarWinds Network Performance Monitor.”

“We have it, and our users love it.”

“I recommend Web Help Desk as the product is as good or better than any I have seen or used, and the price is significantly less.”

“Ticket automation and routing, the approval process, internal tickets, and parent/child ticketing have all contributed to greater efficiency.”

“I’d absolutely recommend Web Help Desk. The ability to configure the system without resorting to a Dev team allows us to create a complex, flexible, and personal system. The active online community, as well as the open communication with the product team, is both fun and reassuring because we, as users, are not left outside the process of steering the further development of the product.”

“Web Help Desk does what we need and more. It works very well with other SolarWinds products.”

“I have used various solutions and this product is very good. I set this product up for my organization.”

“Purchased Web Help Desk as it was more configurable to our needs.”

“Our previous solution, One or Zero Helpdesk & Task Management System, was very limited in reporting tools and “bells and whistles,” and didn’t always work. Web Help Desk is an improvement in every feature, including alerts/notifications, enforcement of SLAs, detailed e-mails to techs, and we love the pop-up notifications based on the Report Type selected by clients so we give them answers before they ask the questions."

“I would recommend Web Help Desk to others and I have done so. It is easy to use, easy to customize, and quick to get up and running into production.”

“I’d recommend Web Help Desk because it is very user friendly on both the technician and administrative side, and the customers have a clean and elegant interface. It serves our end goal of a pain-free customer interface.”

“I’d recommend Web Help Desk as it is easy to use and configure as a ticketing system.”

“I would recommend Web Help Desk. It is easy to configure and it just works.”

“I can respond to our users from our phone. I don’t have to be onsite to resolve and update issues.”

“After implementing Web Help Desk, it is much easier to organize tickets, research historical ticket data, and run reports. It’s a very good product for the price.”

“Web Help Desk offers an excellent balance between power and ease of use. It is much easier to adopt which has made my job easier.”

“I’d recommend Web Help Desk because of its ease of use and ease of deployment.”

“Entering and updating tickets is made easier using Web Help Desk. Communication between level technicians has improved which has led to expedited ticket closure rates and customer satisfaction.”

“Web Help Desk is a user friendly software application that is easy to navigate, easy to learn, and provides the functionality required for help desk support.”

“Compared to SysAid, Web Help Desk has made my help desk management and IT support job easier by allowing technicians to review outstanding tasks and complete them in a timely manner.”

“I’d recommend Web Help Desk as the software provides ease of access and standard help desk functions in one place.”

“Our previous solution was rudimentary, so much so that everything is better Web Help Desk.”

“I would recommend Web Help Desk as it was easy to set up, and fairly hands-off for the most part after setting it up. All in all, it was a painless process, and continues to be one.”

“To be able to respond to the client by email, and having all the contact and hardware info assigned to the client in one place makes it so much faster and easier to support—which means resolving the issue faster.”

“I’d recommend Web Help Desk because it works and the price is not bad for what you are getting. You can set up the system how you want to organize the work flow. Linking to DameWare is just so helpful”

“Web Help Desk is a good product that is easy to set up and start using.”

“It works well and the price point to feature was better then most. The ease of use has been a plus. Setup was easily done in-house.”

“Web Help Desk is easy to set up, simple to learn, and reasonably robust.”

“Created a common System of Record for all needs, replacing fractured/heterogeneous/non-integrated tools, ranging from low-level ticketing systems, to SharePoint, to personal planning tools.”

“Web Help Desk gave us the ability to prioritize work, allowed us to manage a history of problems, and allowed us to report on where technicians were spending their time.”

“Experience is good. Currently using Web Help Desk for one of our clients, and it is very easy to manage.”

“Web Help Desk is easy to use and manage. Overall, love the integration with various useful components.”