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SolarWinds Web Help Desk Reviews

Vendor: SolarWinds
3.8 out of 5
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What is SolarWinds Web Help Desk?

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

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SolarWinds Web Help Desk is the #16 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 large enterprise segment, accounting for 52% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a retailer, accounting for 16% of all views.
Buyer's Guide
Help Desk Software
August 2025
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Helped 866,218 peers since 2012

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SolarWinds Web Help Desk mindshare

As of August 2025, the mindshare of SolarWinds Web Help Desk in the Help Desk Software category stands at 1.3%, up from 0.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
SolarWinds Web Help Desk1.3%
ServiceNow21.2%
JIRA Service Management8.8%
Other68.7%
Help Desk Software
 
 
Key learnings from peers

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 supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
  • "Once installed, it runs like a charm and doesn't ever crash."
  • "SolarWinds is scalable as far as adding devices and servers."

Room for Improvement

  • "It would be good if there were training and tutorial videos on the Web Help Desk."
  • "A little outdated compared to newer products that include protection and detection."
  • "We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

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 Help Desk Software Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews
Retailer
16%
Performing Arts
11%
Manufacturing Company
10%
Government
8%
Healthcare Company
8%
Computer Software Company
8%
Aerospace/Defense Firm
6%
Financial Services Firm
5%
Legal Firm
5%
University
5%
Construction Company
2%
Wholesaler/Distributor
2%
Consumer Goods Company
2%
Insurance Company
2%
Educational Organization
2%
Logistics Company
2%
Outsourcing Company
2%
Pharma/Biotech Company
2%
Real Estate/Law Firm
2%
Recreational Facilities/Services Company
2%
Renewables & Environment Company
2%

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Learn more about SolarWinds Web Help Desk

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds Web Help Desk customers

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SolarWinds Web Help Desk Reviews Summary
Author infoRatingReview Summary
Healthcare Informatics Consultant at Dammam University4.0SolarWinds 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.
Vice President Delivery & Operations at Rezilyens3.0No summary available
Chief Executive Officer at a consultancy with 1-10 employees5.0I 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.
System Administrator at Colorado Coalition for the Homeless3.0No summary available
IT Infrastructure and Security Manager with 5,001-10,000 employees3.5No summary available
IT Consultant at a tech services company with 51-200 employees3.5No summary available
Founder Director at a tech services company with 51-200 employees4.0No summary available