SolarWinds Web Help Desk
Web Help Desk
On-premises help desk software for IT teams
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Help desk software that keeps work moving
Help desk software gives IT teams a central place to capture service requests, manage support work, and keep employees informed without relying on inboxes or disconnected spreadsheets. SolarWinds Web Help Desk is on-premises help desk software that helps teams organize ticket creation, automate ticket routing, track IT assets, manage SLAs, and monitor support work through a modern web console.
Keep service request from getting lost
Capture requests in one place so IT teams can prioritize support work instead of sorting through disconnected emails and messages.
Create a clearer path from request to resolution
SolarWinds Web Help Desk gives IT teams a consistent process for ticket creation, assignment, status updates, and resolution. Centralized help desk ticketing routes service requests to the right person and keeps them visible through completion.
Route tickets without adding manual work
Use ticket routing rules to send incoming requests to the appropriate technician, team, or queue.
Connect support work to ITAM
Track devices, software, purchase details, and ownership alongside the tickets and incidents that affect them.
See ticket performance as work happens
Track real-time ticket metrics with customizable dashboard widgets, SLA visibility, and service desk reporting.
Help employees find answers faster
Build a knowledge base that gives employees a way to find answers to common questions before opening a ticket.
Bring more context to IT changes
Keep change management connected to the service work, assets, and people affected by planned changes.
Web Help Desk FAQs
What is help desk software used for?
Help desk software gives IT teams a central place to receive, assign, track, and resolve service requests. It replaces scattered emails and informal requests with a clear support workflow that can include ticket routing, SLA tracking, reporting, asset management, and a knowledge base. SolarWinds Web Help Desk brings these functions together in an on-premises web console.
How does help desk ticketing work?
How does help desk ticketing work?
Help desk ticketing converts support requests into trackable tickets that remain visible from creation through resolution. Teams can assign tickets, route them to the right queue, set priorities, send updates, and maintain a record of the work completed. SolarWinds help desk ticketing software supports email-to-ticket conversion, assignment, routing, escalation, and alerts for unattended tickets.
Can SolarWinds Web Help Desk track IT assets?
Can SolarWinds Web Help Desk track IT assets?
Yes. Web Help Desk connects IT asset management with the tickets technicians work each day. Teams can associate tickets with relevant hardware and software, review asset service-request history, and keep ownership and purchase details accessible in the same system. This gives technicians more context during troubleshooting and helps managers maintain a clearer inventory of supported technology.
How does Web Help Desk support SLA reporting?
How does Web Help Desk support SLA reporting?
Web Help Desk helps teams track support performance through ticket status, alerts, service-level reporting, and custom reports. Managers can review technician activity and customer-satisfaction indicators, while technicians can prioritize active work and follow ticket progress. The help desk ticketing software overview provides more detail on reporting and performance visibility.
Does Web Help Desk integrate with other SolarWinds products?
Does Web Help Desk integrate with other SolarWinds products?
Answer/Action Text Yes. Web Help Desk integrates with SolarWinds monitoring and remote-support products to help teams turn relevant events into actionable service tickets. The product supports integrations with Network Performance Monitor, Server & Application Monitor, Network Configuration Manager, and Dameware Remote Support. Confirm current integration requirements for your environment before deployment.
Is SolarWinds Web Help Desk on-premises?
Is SolarWinds Web Help Desk on-premises?
Yes. SolarWinds Web Help Desk is on-premises help desk software for organizations that prefer to manage the platform within their own infrastructure. This can suit teams with requirements around data control, internal access, deployment architecture, or operational oversight. Explore Web Help Desk to review features and determine whether its deployment model fits your environment.
Does SolarWinds Web Help Desk offer a free trial?
Does SolarWinds Web Help Desk offer a free trial?
Yes. SolarWinds Web Help Desk offers a fully functional 14-day free trial, allowing IT teams to evaluate ticket creation, routing, asset management, reporting, and service-request workflows in their own environment. Use the trial to test the work your team handles every day, then start a Web Help Desk free trial when you are ready.