Automate service request management through ticket creation, assignment, routing, and escalation.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Set up “SLA breach approaching” notifications and date-specific SLA reminder alerts. Customize escalation and de-escalation workflows.
Link service requests to each other to track and manage IT projects involving multiple tasks, regardless of type.
Automatically discover and add client information to Web Help Desk from AD and LDAP servers.
Configure automated feedback surveys for end-users upon completion of service request.
Employ out-of-the-box integration with JAMF Casper Suite, Absolute Manage, Microsoft SCCM, and SMS.
Use IMAP, POP, and Exchange protocols to automatically convert service request emails to help desk tickets.
Improve security via FIPS 140-2 compatible cryptography support, and FIPS-mode SSL connections.
Simplify IT asset management with built-in asset discovery, inventory management, and reporting.
Regulate and manage change requests through automated approval workflows and panel voting options.
Use built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
"Web Help Desk’s abilities surrounding ticket automation and routing, the approval process, internal tickets, and parent/child ticketing, have all contributed to greater efficiencies."
"Our previous system was very limited...it didn’t always work. Web Help Desk is an improvement in every feature when compared to our previous system, including alerts/notifications, enforcement of SLAs, detailed emails to techs, and we love the pop-up notifications based on the Report Type selected by clients."
"Having the ability to respond to the client by email and with all the contact information and hardware assigned to the user\client in one place makes it so much faster and easier to provide support which means resolving the issue faster."
"Prior to using of SolarWinds Web Help Desk, we would only use email to receive support requests. Almost all the time requests would get lost in the clutter. Now, we can see an exact number of open tickets at any given time. It’s so great, our other non-IT support departments have begun using Web Help Desk to keep them on track and on time."
"SolarWinds Web Help Desk makes it easier to keep track of projects and keep everybody up to date. The ability to do that helps me keep my computer organized on a per project basis."
“We are able to resolve tickets in a timelier manner and our customer satisfaction scores are improving. Staff is documenting more information and we are creating self-help pages as a result.”
On-premises or Cloud Edition, choose whichever deployment model suits your business needs.
Web Help Desk is priced per seat or "named user” and is based on a tiered structure. Unlike other service management solutions, this is not a monthly cost, you own the product in perpetuity with option of renewing maintenance for each new year of ownership after the initial purchase.
SolarWinds-licensed products include a year of free maintenance from the date of purchase. Annual maintenance can be purchased at a fraction of the list price. Discover the benefits.
Our Success Center offers a variety of resources to help you get started using Web Help Desk. From in-depth documentation to help with installing and configuring, to a library of training videos and regularly scheduled Web Help Desk 101 classes, we have everything you need to get started and ramp up quickly.
We offer excellent, in-house technical support from professionals whose goal is to help solve your problems in one phone call. Beyond this, THWACK, our very own user community of IT professionals, serves as an excellent resource to consult and learn from other Web Help Desk users.