SolarWinds Web Help Desk Reviews

Name: SolarWinds Web Help Desk
Brand: SolarWinds
Rating: 3.8 (8 reviews)

Vendor: SolarWinds

3.8 out of 5

8 reviews
85% willing to recommend

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What is SolarWinds Web Help Desk?

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

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SolarWinds Web Help Desk is the #19 ranked solution in top Help Desk Software. PeerSpot users give SolarWinds Web Help Desk an average rating of 7.6 out of 10. SolarWinds Web Help Desk is most commonly compared to ServiceNow: SolarWinds Web Help Desk vs ServiceNow. SolarWinds Web Help Desk is popular among the small business segment, accounting for 42% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a construction company, accounting for 11% of all views.

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SolarWinds Web Help Desk

April 2026

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Helped 893,164 peers since 2012

Featured SolarWinds Web Help Desk reviews

GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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Margaret Auld-Louie

System Administrator at Colorado Coalition for the Homeless

The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds. It was a little more intuitive to use as far as understanding how to respond in the ticket and get an email to go to the user, things like that. This is less intuitive as far as understanding how to use the interface. It could be more intuitive, it doesn't have as many features has either Service Desk did or ServiceNow, which I used prior to Service Desk. It doesn't have a way to put PCs into it and tie to the user or ticket that I can see. In both ServiceNow and Service Desk, you can have your PCs in it and then tie that to the user or the ticket. The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note. So then I have to close and reopen the view of the ticket and try again. And sometimes I have to try 2 or 3 times to make a change in a ticket and save it, as it doesn't save the change. This is particularly true when selecting an option from a dropdown, such as selecting a tech for the ticket or selecting "closed" to change the ticket status. I select the option then click the save button and it doesn't save the option. So then I have to select it again and click on save. Sometimes I have to do this 3 times before it sticks and saves it. The other issue that some of us encounter is that the Refresh will change itself from "1 minute" to "Disabled" and then it stops refreshing the view so that we no longer see new tickets. So we then have to manually change the refresh back to "1 minute".

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SolarWinds Web Help Desk mindshare

As of May 2026, the mindshare of SolarWinds Web Help Desk in the Help Desk Software category stands at 1.0%, down from 1.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
SolarWinds Web Help Desk	1.0%
ServiceNow	11.2%
JIRA Service Management	6.0%
Other	81.8%

Help Desk Software

PeerResearch reports based on SolarWinds Web Help Desk reviews

Type	Title	Date
Category	Help Desk Software	May 8, 2026	Download
Product	Reviews, tips, and advice from real users	May 8, 2026	Download
Comparison	SolarWinds Web Help Desk vs ServiceNow	May 8, 2026	Download
Comparison	SolarWinds Web Help Desk vs JIRA Service Management	May 8, 2026	Download
Comparison	SolarWinds Web Help Desk vs Zendesk	May 8, 2026	Download

Valuable Features

SolarWinds Web Help Desk excels in user interface, ticket management with techie assignment, workflows, and knowledge base. Asset management is highlighted as key, linking assets to user history and transactions. Ticket dashboards and automatic task scheduling enhance its functionality. Advanced search capabilities allow detailed field queries. Reporting is facilitated through Power BI, praised for its ease of use.

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."
"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."
"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

Room for Improvement

"However, it's a little outdated compared to newer products that include protection and detection."
"The technical team is not competent, or available, and they do not know the product."
"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

Pricing

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
"They charge by the technician. It costs $117 per technician per year."

Popular Use Cases

Organizations primarily use SolarWinds Web Help Desk as a ticketing system for various departments, including IT, Data, HR, and maintenance. It is favored for asset management, monitoring, and connecting web applications through VPN. SolarWinds Web Help Desk functions as a case management system where user concerns are logged, assigned to support engineers, and tracked. It enables effective issue management, report generation, feedback collection, and conducting surveys. Most deployments are on-premises, tailored to customer requirements.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SolarWinds Web Help Desk Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	3

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	36
Midsize Enterprise	14
Large Enterprise	35

By visitors reading reviews

Top industries

By visitors reading reviews

Construction Company

11%

Retailer

11%

Performing Arts

University

Financial Services Firm

Government

Manufacturing Company

Aerospace/Defense Firm

Outsourcing Company

Healthcare Company

Legal Firm

Wholesaler/Distributor

Insurance Company

Educational Organization

Real Estate/Law Firm

Transportation Company

Comms Service Provider

Renewables & Environment Company

Logistics Company

Computer Software Company

Wellness & Fitness Company

Pharma/Biotech Company

Consumer Goods Company

Recreational Facilities/Services Company

Compare SolarWinds Web Help Desk with alternative products

Learn more about SolarWinds Web Help Desk

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds Web Help Desk customers

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SolarWinds Web Help Desk Reviews Summary
Author info	Rating	Review Summary
Senior Technical Engineer at Safezone Secure Solutions Private Limited	4.0	I've used SolarWinds Web Help Desk for over two years; it offers strong UI customization, reliable support, and cost-effective ticketing workflows, though initial setup and admin configuration are somewhat complex. I’d rate it 8 out of 10.
Healthcare Informatics Consultant at Dammam University	4.0	SolarWinds Web Help Desk helps us manage IT concerns, track issues, and improve efficiency by streamlining processes. However, asset management and the lack of certain features need improvement. Despite this, implementation has saved significant time compared to our previous methods.
System Administrator at Colorado Coalition for the Homeless	3.0	I value this ticketing system's advanced search for tracking our work. However, its clunky, buggy, and less intuitive interface, plus missing features like categories compared to competitors, results in my 6/10 rating.
Vice President Delivery & Operations at Rezilyens	3.0	I value SolarWinds Web Help Desk for its ease of use and stability. However, I am frustrated by incompetent technical support and sales' lack of product knowledge. I strongly desire advanced AI/ML automation features.
Chief Executive Officer at a consultancy with 1-10 employees	5.0	I use SolarWinds Web Help Desk for standard technical ticket raising. I find it could improve by including training and tutorial videos directly within the platform instead of only on the website. There are no notable ROI details or alternative solutions mentioned.
IT Infrastructure and Security Manager with 5,001-10,000 employees	3.5	I've used SolarWinds for years; it's stable and scalable for devices. While good for detailed monitoring, I find it a bit outdated compared to newer products offering protection and detection, leading to my 7/10 rating.
IT Consultant at a tech services company with 51-200 employees	3.5	As a solution provider, I use this stable product for ticketing and asset management, appreciating its asset module. While setup is easy, the old GUI and lack of mobile app are clear drawbacks, leading to my 7/10 rating.
Founder Director at a tech services company with 51-200 employees	4.0	I find this solution strong in ticket and asset management, with straightforward setup and good scalability. Its integration is a plus. However, I wish for improved dashboards and better customization options.

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	11.2%	92%	228 interviews Add to research
Zendesk	4.0	5.6%	91%	68 interviews Add to research

SolarWinds Web Help Desk Reviews

What is SolarWinds Web Help Desk?

Featured SolarWinds Web Help Desk reviews

SolarWinds Web Help Desk mindshare

PeerResearch reports based on SolarWinds Web Help Desk reviews

Valuable Features

Room for Improvement

Pricing

Popular Use Cases

Review data by company size

Top industries

Compare SolarWinds Web Help Desk with alternative products

Learn more about SolarWinds Web Help Desk

SolarWinds Web Help Desk customers

Related questions

Product Categories

Popular Comparisons