Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for in any ticketing solution. For this specific product, we were able to achieve ease of access for users, but not for the administrators. The working part, the deployment part, and the configuration part was a little bit complex.
Healthcare Informatics Consultant at Dammam University
Real User
Top 5
Jun 3, 2024
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.
Chief Executive Officer at a consultancy with 1-10 employees
Real User
Top 5
Aug 23, 2022
It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.
They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive an adequate amount of help or cooperation from technical support. 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). As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold. I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system. This is the kind of automation we are looking at.
System Administrator at Colorado Coalition for the Homeless
Real User
Jul 28, 2020
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. In both ServiceNow and Service Desk, you can have your PCs in it and then tie that to the user or the ticket. As far as I know, SolarWinds doesn't even have that functionality, we don't have any PCs in it.
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...
Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for in any ticketing solution. For this specific product, we were able to achieve ease of access for users, but not for the administrators. The working part, the deployment part, and the configuration part was a little bit complex.
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.
It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.
They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive an adequate amount of help or cooperation from technical support. 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). As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold. I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system. This is the kind of automation we are looking at.
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. In both ServiceNow and Service Desk, you can have your PCs in it and then tie that to the user or the ticket. As far as I know, SolarWinds doesn't even have that functionality, we don't have any PCs in it.
The GUI for this solution can be better. This solution needs to have mobile application support added.