For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho Projects; we are basically into cybersecurity. We are more focused on cybersecurity, patch management, and ticketing tools or those kinds of solutions. For ticketing tools, we have done TeamViewer, SolarWinds Web Help Desk, Zoho, Happyfox. These are the tools we have given to customers. Regarding SolarWinds Web Help Desk, that's the ticketing tool for on-premises in SolarWinds. Basically, for approval requirements, our clients are using SolarWinds Web Help Desk, which they requested for a ticket workflow that has approval for some of the ticket requests. For example, if they need a change in an application or if they need a change in infra devices or peripheral devices, they needed to get the approval for their HOD in the respective departments. Instead of going for each license, we chose to integrate their LDAP and assign particular users as HODs. We were able to achieve that approval workflow for them. If any major changes are required by the users or required by the organization's employee, they need to raise a ticket with which the help desk team won't be responding to the ticket unless that particular department HOD is approving the request. Once the request gets approval, then the help desk team or IT team will be able to support with the particular ticket. Apart from that, we also look for some logs as reports generation on daily basis logs. That kind of reports was available with SolarWinds Web Help Desk.
Healthcare Informatics Consultant at Dammam University
Real User
Top 5
Jun 3, 2024
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the IT department. With this system, we can track issues, generate reports, collect feedback, and conduct surveys.
System Administrator at Colorado Coalition for the Homeless
Real User
Jul 28, 2020
We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used not just in IT, but other departments too for tracking tickets.
IT Consultant at a tech services company with 51-200 employees
Real User
Top 20
Oct 2, 2019
We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model varies based on the customer's requirements, although most of the deployments are on-premises.
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.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...
For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho Projects; we are basically into cybersecurity. We are more focused on cybersecurity, patch management, and ticketing tools or those kinds of solutions. For ticketing tools, we have done TeamViewer, SolarWinds Web Help Desk, Zoho, Happyfox. These are the tools we have given to customers. Regarding SolarWinds Web Help Desk, that's the ticketing tool for on-premises in SolarWinds. Basically, for approval requirements, our clients are using SolarWinds Web Help Desk, which they requested for a ticket workflow that has approval for some of the ticket requests. For example, if they need a change in an application or if they need a change in infra devices or peripheral devices, they needed to get the approval for their HOD in the respective departments. Instead of going for each license, we chose to integrate their LDAP and assign particular users as HODs. We were able to achieve that approval workflow for them. If any major changes are required by the users or required by the organization's employee, they need to raise a ticket with which the help desk team won't be responding to the ticket unless that particular department HOD is approving the request. Once the request gets approval, then the help desk team or IT team will be able to support with the particular ticket. Apart from that, we also look for some logs as reports generation on daily basis logs. That kind of reports was available with SolarWinds Web Help Desk.
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the IT department. With this system, we can track issues, generate reports, collect feedback, and conduct surveys.
It is a standard technical ticket raising.
My primary use is to connect web applications through VPN.
I am a consultant, and we are implementors. SolarWinds Web Help Desk is used mostly for monitoring purposes.
We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used not just in IT, but other departments too for tracking tickets.
We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model varies based on the customer's requirements, although most of the deployments are on-premises.