SolarWinds Web Help Desk pros and cons

3.8 out of 5

8 reviews
85% willing to recommend

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.

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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Considered outdated compared to newer products with protection and detection.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

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.

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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.

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Anil Rao

Vice President Delivery & Operations at Rezilyens

Sep 23, 2021

It is easy to use.

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Buyer's Guide

SolarWinds Web Help Desk

September 2025

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Learn what your peers think about SolarWinds Web Help Desk. Get advice and tips from experienced pros sharing their opinions. Updated: September 2025.

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Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Jun 3, 2024

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.

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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.

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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.

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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.

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SolarWinds Web Help Desk Cons review quotes

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.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Sep 24, 2025

The working part, the deployment part, and the configuration part was a little bit complex.

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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).

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Buyer's Guide

SolarWinds Web Help Desk

September 2025

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: September 2025.

DOWNLOAD NOW

869,785 professionals have used our research since 2012.

SoheylNorozi

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

Oct 2, 2019

This solution needs to have mobile application support added.

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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.

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