SolarWinds Web Help Desk pros and cons

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

Leave a review

Pros & Cons summary

SolarWinds Web Help Desk features a valuable assets management module, efficient ticket search with advanced options, and scalable support for additional devices and servers. It reliably operates post-installation without crashes and aligns with ITIL standards for case reporting. However, the absence of mobile support, AI-driven automation, newer protection capabilities, specific categories, and training materials may limit its appeal compared to more modern solutions.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Get the report

Prominent pros & cons

PROS

The assets management module is the most valuable feature of SolarWinds Web Help Desk.

It offers a robust search function, allowing advanced search in any field.

SolarWinds Web Help Desk is scalable for adding devices and servers.

Once installed, it operates reliably without crashing.

It supports case and incident reporting, adhering to ITIL standards.

CONS

Needs mobile application support.

Lacks features like categories compared to ManageEngine Service Desk.

Automation with AI and ML is needed to reduce L1 and L2 support requirements.

Considered outdated compared to newer products with protection and detection.

Absence of training and tutorial videos.

SolarWinds Web Help Desk Pros review quotes

it_user587667

Founder Director at a tech services company with 51-200 employees

Jan 16, 2017

The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users.

Read full review

SoheylNorozi

IT Consultant at a tech services company with 51-200 employees

Oct 2, 2019

The most valuable feature of this solution is the assets management module.

Read full review

Margaret Auld-Louie

System Administrator at Colorado Coalition for the Homeless

Feb 3, 2022

It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for.

Read full review

Buyer's Guide

SolarWinds Web Help Desk

February 2026

Free Report: SolarWinds Web Help Desk Reviews and More

Learn what your peers think about SolarWinds Web Help Desk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

DOWNLOAD NOW

884,933 professionals have used our research since 2012.

Anil Rao

Vice President Delivery & Operations at Rezilyens

Sep 23, 2021

It is easy to use.

Read full review

reviewer1069968

IT Infrastructure and Security Manager with 5,001-10,000 employees

Jan 30, 2022

SolarWinds is scalable as far as adding devices and servers.

Read full review

Dr. SureshHungenahally

Chief Executive Officer at a consultancy with 1-10 employees

Feb 27, 2024

Once installed, it runs like a charm and doesn't ever crash.

Read full review

GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Sep 24, 2025

The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level.

Read full review

SolarWinds Web Help Desk Cons review quotes

it_user587667

Founder Director at a tech services company with 51-200 employees

Jan 16, 2017

Dashboards need some amount of work to be done. Ease of customization is desired.

Read full review

SoheylNorozi

IT Consultant at a tech services company with 51-200 employees

Oct 2, 2019

This solution needs to have mobile application support added.

Read full review

Margaret Auld-Louie

System Administrator at Colorado Coalition for the Homeless

Feb 3, 2022

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.

Read full review

Buyer's Guide

SolarWinds Web Help Desk

February 2026

Free Report: SolarWinds Web Help Desk Reviews and More

Learn what your peers think about SolarWinds Web Help Desk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

DOWNLOAD NOW

884,933 professionals have used our research since 2012.

Anil Rao

Vice President Delivery & Operations at Rezilyens

Sep 23, 2021

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).

Read full review

reviewer1069968

IT Infrastructure and Security Manager with 5,001-10,000 employees

Jan 30, 2022

A little outdated compared to newer products that include protection and detection.

Read full review

Dr. SureshHungenahally

Chief Executive Officer at a consultancy with 1-10 employees

Feb 27, 2024

It would be good if there were training and tutorial videos on the Web Help Desk.

Read full review

GANESAN K