Web Help Desk

Affordable Help Desk Ticketing and Asset Management Software

Starts at $695

Fully functional for 30 days

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    Simplify IT service management with unified ticketing, asset, knowledge, and change management

    • Service request management: Streamline ticketing from request to resolution
    • IT asset management: Discover and manage hardware and software assets
    • Knowledge management: Centralize knowledge management with built-in knowledge base
    • IT change management: Manage change requests with automated approval workflows

  2. All-in-one help desk for one and all

    • Affordable and scalable Web-based IT help desk that meets the needs of all organizations—small, medium, large, and MSPs
    • Available for all platforms: Windows®, Linux®, Mac OS® X, VMware®, and Hyper-V®
    • In addition to the on-premises edition, Web Help Desk is also available as a hosted Cloud edition. Call 1.877.943.0008 to learn more

Key Features

  • Centralize, streamline, and automate ticketing management

    Automate service request management through ticket creation, assignment, routing, and escalation.

    Learn More Screenshot

  • Keep your hardware and software asset inventory up to date

    Simplify IT asset management with built-in asset discovery, inventory management, and reporting.

    Learn More Screenshot

  • Centralize knowledge management for IT technicians and end-users

    Leverage built-in knowledge base to create and maintain KB articles. Promote end-user self-service.

    Learn More Screenshot

  • Reduce the impact of change with controlled change management

    Regulate and manage change requests through automated approval workflows and panel voting options.

    Learn More Screenshot

  • Employ robust reporting and help desk monitoring

    Use built-in reports & dashboards to track ticket status, technician performance, and customer support needs.

    Screenshot

  • Simple and transparent licensing

    Licensed only by the number of technician logins. No limit to the number of end-users & assets supported.

More Features

Automated email-to-ticket conversion

Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.

SLA and escalation management

Set up ‘SLA breach approaching’ notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.

Remote desktop connectivity from Web Help Desk®

Leverage native integration with DameWare® Remote Support to launch remote sessions from help desk tickets.

Relational ticket association to simplify project and task management

Link service requests to each other to track and manage IT projects involving multiple tasks.

Native integration with Active Directory® and LDAP

Automatically discover and add client information to Web Help Desk from AD and LDAP servers.

Purchase order management

Track assets from initial request, through approvals, to final purchase and entry into inventory.

Integrates with 3rd-party IT asset management tools

Employ out-of-the-box integration with JAMF™ Casper Suite, Absolute Manage®, Microsoft® SCCM and SMS.

Flexible rule-based automation for ticket assignment

Dynamically assign tickets to a technician or group of IT staff based on ticket routing business logic.

Feedback surveys to measure customer satisfaction

Configure automated feedback surveys for end-users upon completion of service request.

Integration with SolarWinds® network management & server monitoring tools

Automatically convert node performance issues reported by SolarWinds Orion® tools to Web Help Desk tickets.

Enhanced communication with end-users to improve customer satisfaction

Improve communication between technicians and end-users with Web-based interface and email integration.

Web Help Desk mobile application

Support push notifications for new and updated tickets using iPhone® & iPad® app.

Parts and billing management

Search parts using number, model, or manufacturer. Generate billable ticket details such as labor, service, and inventory as an invoice or quote.

FIPS 140-2 compatibility and security

Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.

Helpful Resources

What Our Customers Are Saying

“I researched different offerings, and Web Help Desk seemed to be the best for our organization"

“I recommend Web Help Desk because it is cost-effective, easy to use, solid, and easy to implement.”

Donald Weisman

Systems Engineer, Codilis & Associates, P.C.


Source: TechValidate. TVID: 9B2-6E7-016

“Web Help Desk is very user friendly on both the technician and administrative side, and the customers have a clean and elegant interface.”

IT Manager, National Aeronautics and Space Administration (NASA)


Source: TechValidate. TVID: A45-903-C8B

“We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment.”

“It is simple to use, fully customizable, and integrates with several other SolarWinds products.”

Matthew Kaczmarski

IT Manager, Carmike Cinemas, Inc.


Source: TechValidate. TVID: BFE-4A9-BCC

System Requirements

Hard Drive

20GB

Memory

3GB (add 1 GB for every 10 additional technicians)

CPU

Dual-core 2.0GHz or
faster

Web Console Browser

Google® Chrome™, Internet Explorer, Mozilla® Firefox®, Safari®, Opera™

Operating System

  • Windows Server® 2003 (32/64-bit), Windows Server 2008 (32/64-bit), Windows Server 2008 R2 (64-bit),Windows Server 2012 (64-bit), Windows Server 2012 R2 (64-bit)
  • Mac OS® X 10.8 through 10.10, iOS® and Mobile iOS 5 through 8
  • CentOS™ 6.5 (32/64-bit)
  • Red Hat® Linux® 6.5 (32/64-bit)
  • Fedora® 20 (32/64-bit)
  • VMware® vSphere™ and Microsoft® Hyper-V®.

Database

  • Web Help Desk uses an embedded PostgreSQL® database as its standard database

Web Help Desk also supports the following external databases:
  • MySQL® 5.6 and 5.74
  • Microsoft SQL Server® 2008, 2012 and 2014
  • PostgreSQL 9.2, 9.3.2 and 9.4

Award-Winning

Used by Companies Worldwide

Take the Next Step

DOWNLOAD FREE TRIAL

Fully functional for 30 days

GET A QUOTE ONLINE

Get a quote within seconds

Let's talk it over

Call us at 866.530.8100

Email us at Sales@SolarWinds.com

Select a license

Choose a license for Web Help Desk Starts at $695

Web Help Desk is licensed by the number of helpdesk technicians that will be using the software.

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